E-commerce

The big change in e-commerce: the obligation to make simple returns comes into force from June 19, 2026

25 May 2026

Lidia Oktaba

E-commerce in the European Union is entering a decisive phase of regulatory changes. In just a few weeks, the “one click return” directive will come into force, under which every online store will have to allow customers to withdraw from the contract as easily as they concluded it. This means a fundamental change in the design of sales and after-sales processes.

What is the “one click return” directive? This is a new EU regulation that requires online stores to simplify the process of returning goods as much as possible, ultimately to one click in the store’s interface.

Ready-made SaaS solutions and challenges for big players

For part of the market, especially smaller stores operating on SaaS platforms, the change will be relatively simple. Entrepreneurs using this model operate in a ready-made sales environment developed and updated by software providers. It is they who, similarly to the implementation of the Omnibus Directive, prepare the necessary system changes and make them available as ready-made updates. As a result, on the sellers’ side, key activities will primarily be auditing the return process, updating the terms and conditions, and implementing and testing new features on the updated platform.

Why is the integration of ERP and WMS systems crucial?

The situation is different for more complex organisations that use multiple cooperating systems: e-commerce, warehouse management (WMS), logistics, and finance (ERP). For such companies, the new directive is not a change to the interface but a redesign of the entire process, from the moment the customer clicks through logistics to accounting and reimbursement. The lack of a consistent architecture can lead to operational risks and increased costs for such companies.

– The biggest challenge in implementing the “one click return” directive is not the button itself, but the integration of systems and the automation of the flow of information between them. If the information about the return does not immediately reach the warehouse and finance, the process stops working. According to the new regulations, the return must be as smooth as the purchase. From the customer’s click through logistics to the return of funds, without manual operations and delays caused by a lack of system integration – says Bartosz Surmacz, Business Analyst at Exorigo-Upos.

IT architecture is more important than the company’s budget

From an operational perspective, it is crucial to reduce the time required to handle returns, which in many organisations is still measured not in hours but in days. On a large scale, this means frozen capital and additional operating costs that, without automation, increase as returns rise.

Exorigo-Upos experts point out that the difference between organisations that are ready and those that are not for the new regulations lies not in budget size, but in system architecture. Companies with a consistent, integrated environment can implement changes quickly and predictably. Organisations with a distributed architecture need to treat the upcoming deadline as a transformational project, not as a cosmetic change in UX.

– The entry into force of one-click returns is not only a regulatory change. This is the moment when the return ceases to be an auxiliary process and becomes a key element of the customer experience. Companies that understand this will gain an advantage. The rest will struggle with growing operational complexity – explains Exorigo-Upos Business Analyst.

When does the backend become a bottleneck?

However, meeting the “one-click” requirement on the client side does not completely eliminate operational risk; it merely shifts it deeper into the company’s architecture. Organisations that implement a return mechanism as an interface change without rebuilding the backend will quickly discover that their warehouse and finance systems become bottlenecks. They will be formally compliant with the regulation, but in fact overloaded with a growing number of manual exceptions and unsynchronised billing between systems.

– The real indicator of companies’ readiness for the entry into force of the EU ‘one click return’ directive is not the number of clicks needed by the customer, but the time from the moment of reporting the return to its full settlement in all systems. It is this indicator that should be the starting point for assessing gaps before the date of entry into force of the regulation – concludes Bartosz Surmacz.

Summary in a nutshell

The upcoming “one click return” directive is only a seemingly minor change to the user interface (UX). In fact, it is a comprehensive test of the performance and consistency of the entire IT architecture. Organisations that implement deep integration of e-commerce, WMS, and ERP systems early on will avoid operational bottlenecks and turn a legal requirement into a competitive advantage.

Prepare your e-commerce for changes with Exorigo-Upos
Make sure new regulations do not become a bottleneck for your business. At Exorigo-Upos, we know that efficient returns handling requires flawless communication at the technological level. Check out our services:

E-commerce audit and technology consulting – take advantage of an architecture audit, identify operational gaps, and prepare for the EU directive under the supervision of our analysts.
OmniCommerce for RETAIL – combine online and offline sales into one seamless ecosystem.

FAQ: One Click Return Directive in e-commerce

What is the “one click return” directive?

The “one click return” directive is an EU regulation that requires online stores to simplify the process of returning goods as much as possible. This means that withdrawing from a contract must be as simple as concluding it, ultimately limited to one click.

When do one-click returns come into effect?

According to industry reports, the “one click return” directive will take effect in less than a month from the date of implementation.

Why is “one click return” a challenge for large e-commerce?

For organisations using multiple systems, the new directive means the entire process must be rebuilt. The biggest challenge is integrating and automating the flow of information among e-commerce, warehouse, and finance.

What are the consequences of the lack of integration for the new directive?

Implementing a button on the interface without rebuilding the backend will make systems a bottleneck, overloaded with an increasing number of manual exceptions and billing out of sync. This means frozen capital and additional operating costs.

How to measure a company’s readiness for one-click returns?

The real indicator is not the number of clicks in the interface, but the time from when the return is reported to its full settlement across all of the company’s IT systems.