Withdrawals lets your customers cancel an online order from your store, confirms it to them by email, and tracks your refund deadline for each request. Setup takes about 10 minutes: add a sender name, verify a Reply-To address, and place the withdrawal form on your storefront.
You find it in the app menu under Withdrawal, with four tabs: Withdrawals (the requests), Widgets (the storefront form), Emails and Settings.
EU law gives online shoppers a right to change their mind. Withdrawals is built around these three rules:
14 days to withdraw. Customers can cancel an online order within 14 days after they receive it, without giving a reason.
14 days to refund. You refund the payment, including standard delivery, within 14 days of the withdrawal. You can wait until the items are back or you have proof they were sent.
A withdrawal button. Since 19 June 2026, your store needs an easy-to-find "Withdraw from contract here" function, and you must confirm each withdrawal by email. The Complimus form and its confirmation email cover both.
Some products are exempt, such as made-to-order items, perishable food, or hygiene products opened after delivery. Each EU country also adds its own rules, such as penalties.
The EU texts: Consumer Rights Directive 2011/83/EU and, for the button, Directive (EU) 2023/2673.
Withdrawals goes live by itself once steps 1 and 2 are done. Until then, the Settings tab shows Setup needed and customers who send the form are told withdrawals aren't available.
Add a sender name. In Withdrawal › Settings, enter the name your emails come from, usually your store name. It can't contain < > " \, and it's limited to 100 characters. Click Save.
Verify your Reply-To address. On the same page, enter the email address customers reply to and click Save. We send a confirmation link to that address; open it within 24 hours. No email? Click Resend email. As soon as the address is verified, the badge turns to Live.
Add the form to your storefront. In Withdrawal › Widgets, click Add to a page to place the form on a page of its own, or Add to footer to show a link or button on every page. Your theme editor opens with the form in place: click Save there. The form shows as an app section under Add section › Apps, and needs an Online Store 2.0 theme.
Send a test withdrawal. Open your store, send the form with your own email and a real order number, and check that the confirmation email arrives with a reference such as WD-7F3K92QX. The request then appears in Withdrawal › Withdrawals.
Every request lands in Withdrawal › Withdrawals with its refund deadline, 14 days after the customer withdrew. The list shows today, in X days or overdue next to each one, and the app's Home page counts the withdrawals still to handle.
Open a request to see the order, the items, the customer's message and an activity log of every status change and email. Then move it forward:
Current status | You can move it to |
|---|---|
New | In progress, Completed, Rejected or Cancelled |
In progress | Completed, Rejected or Cancelled |
Completed, Rejected, Cancelled | Final, no further change |
Reason: required for Rejected and Cancelled, optional otherwise.
Notify the customer by email: off by default. Tick it to send the Completed, Rejected or Cancelled email; Rejected and Cancelled emails include your reason. Click Preview email to receive that email at your Reply-To address first.
Internal notes: add notes for your team on any request. They show in the activity log and are never sent to the customer.
The customer always gets a confirmation email with their reference as soon as they send the form. To get an email for each new request yourself, tick Withdrawal requests in Account › Alerts.
Complimus doesn't refund for you: issue the refund in Shopify, then mark the request Completed.
Match the form to your store: texts, translations, fonts, colours and buttons in Withdrawal › Widgets.
Adjust the emails and add languages in Withdrawal › Emails. Customers get the email in their store language when you have it, otherwise in your default language, otherwise in English.
Questions? Contact us from the chat in the app.
Complimus gives information, not legal advice. Check your country's rules for exemptions and deadlines.
