No.

BP-AT-008

Scale

1 : 1

Date

2026-05-25

Rev.

A

Werkstatt 4notify · RetailReleased

Blueprint BP-AT-008 of BP-AT-008 · Retail

SMSEmailWebhook

Retail order confirmations with WKO Quality Mark and 14-day right of withdrawal

bipa, Thalia, MediaMarkt.at, Universal, Otto.at and Hervis in a unified notification schema

§ AThe problem

Many shops use generic email templates pulled from German themes that only cite the German BGB right of withdrawal. In Austria, however, the FAGG (Distance and Off-Premises Contracts Act) applies with its own granularity — for instance regarding when the window starts on multi-shipment orders or who pays the outbound shipping cost. Fail to meet FAGG specifics and you lose the right to claim consumer-use compensation (FAGG § 16) — on sports gear or electronics that quickly runs into four-figure amounts.

§ BMain view

The Austrian e-commerce market is shaped by a mix of domestic brands (bipa, Thalia, Hervis, Universal) and Austro-German players (Otto, MediaMarkt.at, Mediaprint shops). Unlike in Germany, the Austrian Consumer Protection Act (KSchG) explicitly requires additional information around the right of withdrawal: not just ’14 days’ but the exact start of the period (receipt of goods) and the option of a model withdrawal form. The order-confirmation notification therefore serves as legal proof that this duty was met — anything missing extends the 14-day window to 12 months (FAGG § 11).

§ CParts list

Channel	Primary provider	Fallback
Bestätigungs-E-Mail	4notify Mail (DKIM/DMARC, PDF-Anhang)	Mailgun EU
Versand-SMS	BP-AT-002 SMS-Routing	E-Mail-Fallback nach 1 h
Carrier-Tracking-Integration	BP-AT-006 (Post/DPD/GLS)	Manuell eingegebene Tracking-Nr.
AGB + Widerrufsformular	Statisch geserved, im Mail-PDF + im Footer-Link	Backup-PDF auf S3
Vorhandene Rabatte/Coupons	Coupon-Service intern (kein PII)	Kein Tracking

§ DTolerances

Email send after order

≤ 60seconds

Shipping SMS at status `out_for_delivery`

≤ 60seconds

PDF attachment T&C + withdrawal

100% of all orders

Withdrawal-period information

14days from receipt of goods

Confirmation archive retention

10years (HGB)

§ ENormative references

KSchG § 5e

Consumers must receive clear, intelligible and durable information about the right of withdrawal in distance contracts — typically in the order confirmation. ’Durable’ means: PDF attachment or content in the email body, not just a link.

FAGG § 4 (Informationspflichten)

Concretises the KSchG duties: trader identity, full address, phone, total price inclusive of taxes, shipping/delivery cost, payment and delivery conditions, right of withdrawal incl. model form, complaint procedure.

FAGG § 11 (Verlängerung der Rücktrittsfrist)

If the mandatory information is not (or not completely) provided, the 14-day window extends to 12 months + 14 days. A later cure restarts a fresh 14-day window.

WKO E-Commerce Quality Mark

Voluntary Austrian Chamber of Commerce quality mark. Awarded after review of transparency, T&Cs, privacy and dispute resolution. Logo permitted in the order confirmation footer.

§ FBuild steps

Capture order, send confirmation with FAGG attachment

Immediately on order intake the confirmation email is generated. Attachment: PDF with T&Cs, privacy notice, withdrawal form, full trader address (incl. VAT-ID), delivery and payment terms. Body references the attachment and states in plain text when the 14-day window begins (’from receipt of goods').

Tracking link with BP-AT-006

Once the carrier (Post/DPD/GLS) returns the tracking number, it's forwarded to BP-AT-006. Status webhooks (out_for_delivery, delivered, at_pickup_point) trigger the matching customer notification automatically.

Accept withdrawal statement as inbound event

If the customer states withdrawal (email, online form or completed PDF), it's accepted as an event and attached to the order. Warehouse status flips to ’return expected', refund is queued — all without manual back-office action.

Refund with ATM-compliant SEPA transfer

Refund flows over the original payment instrument; for prepayment / instant transfer via SEPA reverse with payment reference containing the order number. A confirmation notification (’Refund EUR 49.90 to IBAN AT… initiated') is sent at the same time.

§ GTest procedure

Test procedure: (1) Place a test order in the shop. (2) Receive the confirmation email within 60 seconds, open the PDF attachment, check mandatory fields (trader address, VAT-ID, T&Cs, withdrawal form, window start). (3) Set the test shipment status to `out_for_delivery` in the carrier sandbox — shipping SMS within 60 seconds. (4) Submit a test withdrawal via the online form — event must show up in order details, status ’return expected’. (5) Trigger a test refund manually — confirmation notification to the customer + accounting log. (6) Check the archive — the original PDF must be retrievable for 10 years.

§ HCode

bash
curl -X POST https://api.4notify.net/v1/order/confirm \
  -H "Authorization: Bearer $API_KEY' \
  -H "Content-Type: application/json' \
  -d '{
    "order_id': 'WIEN-2026-04471",
    "customer_email': '[email protected]",
    "customer_phone': '+436641234567",
    "total_eur": 49.90,
    "items": [
      { "sku': 'BIP-44012", "qty": 2, "unit_eur": 24.95 }
    ],
    "shipping_address': 'Mariahilfer Str. 88, 1070 Wien",
    "fagg": {
      "withdrawal_start': 'on_receipt",
      "withdrawal_days": 14,
      "attach_pdf": true,
      "include_model_form": true
    },
    "carrier': 'post_at",
    "wko_quality_mark": true
  }'

§ ISample message

EmailOrder WIEN-2026-04471 confirmed — return within 14 days of receipt

Dear Ms Huber, your order WIEN-2026-04471 for EUR 49.90 has been received. Shipping is expected tomorrow via Austrian Post. Attached you'll find the full T&Cs, the privacy notice and the model withdrawal form. Your 14-day withdrawal window starts on receipt of goods. Questions: [email protected] or +43 1 587 44 10.

§ JCommissioning checklist

PDF attachment with FAGG mandatory fields on every order confirmation
Withdrawal-window start named explicitly in the email body
Model withdrawal form included in the PDF (FAGG § 4(1) item 8)
Trader address complete incl. VAT-ID
WKO e-commerce Quality Mark logo (optional, licence required)
Linked to carrier tracking (BP-AT-006)
Confirmation PDF archived ≥ 10 years (HGB retention)

What 4notify does differently

Instead of a German BGB template, 4notify ships FAGG-compliant AT confirmations — including the model withdrawal form in the PDF and an explicit window-start calculation from receipt of goods, so the 14-day window actually starts.

§ KFAQ

What if I sell from Germany into Austria?

Austrian law applies as soon as the marketing is specifically directed at Austria (e.g. .at domain, EUR prices with AT VAT rate, German with Austrian vocabulary). Mixed DE+AT catalogues warrant country-specific confirmation templates.

Does the language have to be German?

Mandatory info can sit side-by-side in German and English; the customer must be able to identify the version applicable to them. 4notify maintains parallel de/en templates; the language is picked from the customer's browser/account preference.

What about gift cards and vouchers?

Gift cards are not goods under the FAGG, but the right of withdrawal still applies as long as the card hasn't been used in whole or in part. 4notify flags gift-card orders separately — the confirmation explicitly notes that withdrawal lapses on redemption.