Do I need to offer a withdrawal function?
Yes, if you sell online to consumers in the EU. Since 19 June 2026, Directive (EU) 2023/2673 requires an easy-to-find function labelled "Withdraw from contract here" or similar, and a confirmation of each withdrawal sent to the customer. It doesn't apply to sales to businesses.
Does the form replace my returns policy?
No. The form is how customers tell you they withdraw. Your returns policy still explains how to send items back and who pays for the return.
How are the 14 days counted?
For goods, the customer has 14 days from the day they, or someone they name, receive the order. When an order arrives in several deliveries, it's from the last one. You then have 14 days from the withdrawal to refund. Complimus counts the refund deadline from the day the form is sent.
What do I have to refund?
The price and the standard delivery cost. If the customer chose a more expensive delivery, you only refund the standard one. You can wait until the items are back, or the customer shows proof they sent them, whichever comes first.
Which products are exempt?
Among others: made-to-measure or personalised items, goods that spoil quickly, sealed hygiene or health products opened after delivery, and sealed audio, video or software opened after delivery. Check the full list in the Consumer Rights Directive 2011/83/EU (article 16) and your country's law. If a customer withdraws from an exempt product, mark the request Rejected with the reason.
What if a customer withdraws after 14 days?
Usually you can reject it, unless you didn't inform the customer of their right of withdrawal: then the period is extended by up to 12 months. To reject, mark it Rejected and explain why in the reason, and tick Notify the customer by email so they know.
Does Complimus refund the customer?
No. Complimus records the withdrawal, confirms it to the customer and tracks your deadline. You refund in Shopify, then mark the request Completed.
Does Complimus check the order number?
No. Customers type it themselves, and it isn't checked against Shopify. In order for us to do it, we’d need to be able to read your entire orders history. To protect your privacy, this is not something we want to do at this time. Check the order exists and belongs to that customer before you refund.
Can a customer withdraw from part of an order?
Yes, if your form asks which items they're returning, set in Withdrawal › Widgets › What the form asks. Otherwise the withdrawal covers the whole order.
What if a customer sends the form twice?
Double clicks and retries create a single request. If they send it again later, for example after reloading the page, you get a second request. Handle one and mark the other Cancelled with a reason such as "Duplicate".
Can I delete a withdrawal?
No. Requests and notes are kept as a record of what happened. Close them with a final status: Completed, Rejected or Cancelled.
Who sees internal notes?
Only your team in the app. They're never sent or shown to the customer.
