What Merchants Often Ask

Question 1: What is an EU withdrawal request?

An EU withdrawal request allows an eligible customer to exercise their right of withdrawal from a purchase under applicable EU consumer rules.

Question 2: Is withdrawal the same as getting a refund?

Not exactly. A withdrawal request is the customer's request to withdraw from the purchase or contract. The refund is part of the merchant's subsequent withdrawal/refund process.

Question 3: Can customers submit requests from my storefront?

Yes. Merchants can enable the withdrawal portal and add withdrawal entry points such as Inline Form, Floating Button, Button Trigger, or Order Status Button.

Question 4: Can merchants create requests manually?

Yes. Merchants can use Manage Requests → Create Request and select an existing Shopify order.

Question 5: Why can't I find an order when creating a request?

Use the search function and verify that the order exists and meets the conditions required by the app.

Question 6: Can I customize the withdrawal page?

Yes. Go to Withdrawal Page → Customize.

Question 7: Can I customize withdrawal emails?

Yes. Go to Email Templates and edit the available templates.

Question 8: Can I limit the withdrawal period?

Yes. Use Settings → Withdrawal Rule → Maximum days.

Question 9: Can I exclude certain products?

Yes. Use By Product Tag to exclude products based on their Shopify product tags.

Question 10: Can I translate the withdrawal page?

Yes. Use Settings → Translations to configure customer-facing text.

Question 11: Can I track withdrawal activity?

Yes. The Analytics section provides withdrawal metrics and charts.

Updated on: 18/08/2026