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Enable the withdrawal function

Activating the withdrawal function in your shop allows customers to select a button in your shop's footer and easily submit a request to withdraw from a previously placed order.

Caution

For shops selling to customers in EU countries, a digital withdrawal function is legally required from June 19, 2026. Make sure the withdrawal button is enabled if this applies to your business.

How to enable the withdrawal function

  1. In the sidebar of the administration, navigate to Editor.
    The Editor opens.
  2. In the bottom bar, select Footer area.
  3. Open the tab Footer sections.
  4. Activate the checkbox Display withdrawal button.
  5. Select Save.

The withdrawal button is now displayed in your shop's footer.

How to disable the withdrawal function

Caution

For shops selling to customers in EU countries, a digital withdrawal function is legally required from June 19, 2026.

  1. In the sidebar of the administration, navigate to Editor.
    The Editor opens.
  2. In the bottom bar, select Footer area.
  3. Open the tab Footer sections.
  4. Deactivate the checkbox Display withdrawal button.
  5. Select Save.

How the withdrawal function works

When the button is enabled, customers can select Withdraw from contract in your shop's footer to submit a withdrawal request.

The form includes the following fields:

  • First name and last name
  • Email address
  • Order number
  • A checkbox to confirm the intent to withdraw

After a customer submits the form, a confirmation message is displayed and the customer receives an automated confirmation email. You are also automatically notified via email that a withdrawal request has been submitted.

You are responsible for processing the withdrawal according to your policies and applicable laws.

Tips and best practices

  • You can review and adapt the email notification for your customers in your email notification settings on the Customer email notifications tab, under Order Status → Withdrawal request received.
  • Make sure your legal page "Right of withdrawal" is up-to-date and visible in your footer. For further information, refer to Edit legal pages.

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