Activating the withdrawal function on your website allows customers to select a button in the footer and easily submit a request to withdraw from a previously placed order.
Caution
For websites offering good and services 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
- In the sidebar of your cockpit, navigate to Editor.
The Editor opens. - In the bottom bar, select
.
- Open the tab
.
- Activate the checkbox Display withdrawal button.
- Select Save.
The withdrawal button is now displayed in the footer of your website.
How to disable the withdrawal function
Caution
For websites offering good and services to customers in EU countries, a digital withdrawal function is legally required from June 19, 2026.
- In the sidebar of your cockpit, navigate to Editor.
The Editor opens. - In the bottom bar, select
- Open the tab
- Deactivate the checkbox Display withdrawal button.
- Select Save.
The withdrawal button is no longer displayed in the footer of your website.
How the withdrawal function works
When the button is enabled, customers can select Withdraw from an order in the footer of your website to submit a withdrawal request.
The form includes the following fields:
- First name and last name
- Email address
- Order number
- A selection for the customer to indicate if they want to withdraw from the entire order or individual items of the order.
- 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
- The automated email for you will be sent to the email address set up as "Notification email address" in your Account settings. Be sure to enter a valid email address in that field. For further information, refer to Change your personal details.
- 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.