Handle a customer contract withdrawal

This is a residential feature for Germany. A withdrawal can reach you two ways: the customer withdraws themselves online from their signed-offer link, or you record a written withdrawal they mailed or handed in. Both land in the same place on your side. To pull back a not-yet-signed signature link instead, see Revoke or withdraw an offer signature request.

Who this is for

Account managers and installer admins on residential projects. This is residential-only, and it applies to Germany, driven by §356a, the consumer's statutory right to withdraw from a contract during a cooling-off period.

Before you start

• The option is off by default. A user with the admin role turns it on under Settings > Company settings > Features, using the Customer contract withdrawal toggle. It's self-serve, so you can enable it yourself.
• The withdrawal-window length is set in the same place (Settings > Company settings > Features), right under the toggle. The default is 14 days from the moment the customer signed, and an admin can change it. In Germany, keep it at 14 days or more: §356a sets that as the legal minimum, and the Portal warns you if you set a shorter window.
• Once enabled, the customer can withdraw from their own signed-offer link, or send you a written withdrawal that you record yourself.

The customer withdraws online

This is the common path. The customer cancels from their signed-offer link, and you receive the notification. You don't trigger it.

1. The customer clicks Withdraw contract on their signed option and confirms. This works while they're inside the window (default 14 days from signing) and while the option is enabled for your workspace.
2. You get an email. The alert goes to the assigned account manager for that project, in the account manager's own language. The customer gets their own confirmation email automatically.
3. An activity is logged on the project ("Signature withdrawn by customer"), so the withdrawal shows in the offer's history.
4. The offer is flagged. A red Withdrawn by customer badge appears on the Finalize tab and on the offer's kanban card, replacing the signed indicator once every signed option of the project has been withdrawn.
5. Follow up with the customer to confirm whether they want to cancel entirely or move to a revised offer. To re-quote, add a new variant and send a fresh signature request.

Record a withdrawal sent by post

When a customer mails in or hands you a written withdrawal — a letter or a signed form — instead of using the online link, you record it yourself by uploading that document. The action sits on the signature sidebar, next to the signed-signature row.

1. Open the offer in the Portal and go to Finalize > Signature.
2. On the signed-signature row, open the record-withdrawal action on the signature sidebar.
3. Upload the written withdrawal document the customer sent. It's stored against the offer.
4. Confirm the withdrawal. Reonic records it the same way as the online path: it logs the "Signature withdrawn by customer" activity, emails the customer and the account manager, and applies the red Withdrawn by customer badge.
5. Follow up with the customer the same way as the online path.

Things to know

• The offer stays marked Won. A withdrawal doesn't automatically change that status. It stays Won, and the withdrawal shows up as the recorded timestamp plus the red Withdrawn by customer badges (digital offer, customer-portal row, Finalize tab, kanban card). Change the status yourself if you want it reflected as lost.
• The online link closes when the window ends. The window counts from signing: a customer can withdraw online only within the configured window after they signed (default 14 days). After that, the Withdraw contract link disappears for them. A withdrawal received by post is recorded by your team, even after the window, through the posted-withdrawal path above.
• Withdrawal is one-way and one-time. Once a customer withdraws a signed option, it's recorded permanently and can't be reversed online.
• Customer-withdrawn offers are filterable. A signed contract the customer withdrew carries its own Withdrawn by customer filter state, separate from the Withdrawn state used when you cancel a pending signature. Pull up just the customer-withdrawn deals from the offer board or list. The offer still behaves like a signed one: it stays locked for editing and stays Won. The filter just makes the withdrawals easy to find.
• Either recording path lands in the same place. Whether the customer withdrew online or you recorded a posted withdrawal, the activity, the emails, the badges, and the filter state are identical.
• This is different from withdrawing a pending signature. Two separate things share the word "withdraw". You pulling back a not-yet-signed link (see Revoke or withdraw an offer signature request) sends the customer no notification. The customer withdrawing their already-signed contract (this page) emails both the customer and the account manager. On the offer, the two states are colour-coded differently.
• Multi-option offers withdraw per option. If the customer signed more than one option, each is withdrawn separately. The Withdrawn by customer badge on the kanban card appears once every signed option of the project is withdrawn.
• Re-quoting after a withdrawal. The signed record stays intact, so to offer a new deal, add a new variant and send a fresh signature request.

Last updated on October 2, 2026