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Overview

This page walks through exactly what a customer experiences when they cancel an order. Understanding this flow helps you support customers and answer their questions with confidence. The whole process is a short, guided form. The customer never needs an account or any technical knowledge — just their order number and email address.

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Where the button appears

A floating pill-shaped button sits in the corner of your storefront on every page. By default it says “Withdraw from contract” and sits in the bottom-right corner. You can change its text, colour, size, and position in Settings. When a customer clicks it, they’re taken to the withdrawal page (at a web address like yourstore.com/apps/withdrawal).

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The withdrawal steps

1

Find the order

The customer enters their order number and email address. The app finds the matching order and checks that it’s still eligible for withdrawal.If they can’t find their order number, they can choose “Submit a manual withdrawal declaration” instead (see below).
2

Choose items and add a reason

The customer sees every item in their order with its image, options, quantity, and price. They select how many of each item they want to withdraw — they can cancel the whole order or just part of it.They can also confirm their name and add an optional reason. (By law a reason is never required.) Any items that are exempt from withdrawal are clearly marked and can’t be selected.
3

Review and confirm

The customer sees a summary of what they’re withdrawing and the total value, along with the legally required statement based on the EU model withdrawal form:
“I hereby give notice that I withdraw from my contract of sale of the following goods…”
They click Confirm withdrawal to submit.
4

Get the receipt and email

The customer sees a “Withdrawal confirmed” page with their reference number (e.g. WD-2026-0001), the date, the items, and the value. They can print or save this page.A confirmation email is also sent to their address — this email is the durable legal record of the withdrawal.

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What gets checked automatically

Before a customer can withdraw, the app quietly confirms a few things so you don’t have to:
The order number and email must match a real order in your store. This prevents someone withdrawing an order that isn’t theirs.
The cooling-off period (14 days by default) is measured from delivery. If Shopify doesn’t have an exact delivery date, the app estimates it from the ship date plus your delivery estimate. If the window has passed, the customer is told the period has ended.
Certain orders are exempt under EU law — for example business-to-business (B2B) orders, subscriptions, and some digital goods delivered instantly. These are skipped automatically.
If a withdrawal has already been submitted for the order, the customer can’t submit a duplicate.

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The manual declaration fallback

Sometimes a customer can’t find their order number, or the order isn’t in your store’s system. For these cases there’s a manual declaration option. The customer fills in an order reference (any identifier they have), their email and name, and a short description of the goods or service. This creates a withdrawal record that isn’t linked to a specific Shopify order, so you can still review and respond to it.
Manual declarations skip the automatic order checks because there’s no matching order to check against. Review these requests carefully in your admin.

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After the customer confirms

As soon as the customer confirms:
  • They receive the confirmation email with their declaration and reference number.
  • You receive a notification email so you know a withdrawal has come in.
  • A new entry appears in your Withdrawals list ready for you to process.

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Next steps

Manage incoming withdrawals

See how requests appear in your admin and how to process them.