Help center

How to set up and use Revokerie - EU Withdrawal Form. Questions? Email support@revokerie.com.

The app follows Article 11a of Directive 2011/83/EU, as added by Directive (EU) 2023/2673. This page explains how the app works. It is not legal advice.

• Getting started
• The pop-up
• Only EU and EEA visitors
• Handling withdrawals
• Your own texts and emails
• Shopify returns and automation
• Plans
• FAQ
• Support

Getting started

Install the app from the Shopify App Store. It adds a withdrawal page to your store at /apps/withdrawal, inside your theme and on your own domain. The app's home page has a setup guide with these steps:

1. Show the withdrawal link on every page. In the theme editor, turn on the app embed "Floating withdrawal link" (a small button in a bottom corner, works in every theme), or add the "Withdrawal link" block to your footer. Both show the legal label in your customer's language. A menu link to /apps/withdrawal also works, as long as it is clearly visible: "Add link to footer menu" in the setup guide adds it to your footer menu in one click.
2. Mention it in your refund policy. Under Settings > Policies, add the sentence from the setup guide to your refund policy and withdrawal instructions: "You can also withdraw within the withdrawal period, without logging in, via the “Withdraw from contract here” link at the bottom of every page." Customers must be told about the function before they buy.
3. Add the link to the order confirmation email. Go to Settings > Notifications > Order confirmation > Edit code, and paste the code from the setup guide, for example above the footer.
4. Add the button to customer accounts. Go to Settings > Checkout > Customize, open the Orders page, choose Apps and add "EU withdrawal" to Orders and Order status. Then, on the Order status page, click Add block and add "Withdrawal status". It only shows once the customer has withdrawn. Save.
5. Add the button to the Thank you page. In the same editor, open the Thank you page and add the "EU withdrawal" block, so customers see the button right after they buy.
6. Add your return instructions. In the app under Settings > Texts, for example the address customers send the goods to. They appear on the receipt and in the confirmation email.
7. Accept the data processing agreement. One click in the app records the date. You can read the agreement first.
8. Send a test withdrawal. Open your withdrawal page and withdraw from one of your own orders. You see the form, the confirmation email and the order tag.

The pop-up

Turn on the app embed "Withdrawal pop-up" in the theme editor. Every withdrawal link and button on your store then opens the form in a pop-up on the same page, instead of a new page. You can set its background and text colors. The withdrawal page itself keeps working as a normal page, for example from the link in the order confirmation email. Available on every plan.

Only EU and EEA visitors

The floating button and the footer link both have a setting "Show to": "Everyone" (the default) or "EU and EEA markets only". With the second option, the button or link only shows to visitors whose Shopify market country is in the EU or the EEA.

The withdrawal page itself stays open to everyone, so anyone with the link from an email or the customer account can still withdraw.

Handling withdrawals

• The list. Every withdrawal with its reference, customer, order, products, status and deadline check. Search by name, email, order or reference. You can also add a withdrawal that reached you by email or phone; it gets the same record and, if you choose, the same confirmation of receipt.
• Statuses. New, In progress, Completed and Rejected. The order tag in Shopify follows the status.
• Complete or Reject. Records your decision. On Basic you can also email the customer, with a preview of the exact email first. To change a decision, set the withdrawal back to In progress.
• Internal notes. Notes on a withdrawal for you and your staff. Customers never see them.
• Unmatched orders. When the order number and email did not match an order, the withdrawal is still recorded and acknowledged. Search for the right order and link it.
• Deadline check. A badge shows whether the withdrawal arrived within the period, counted from delivery, with the weekend rule and some room for public holidays. It is only shown to you and never used to refuse a withdrawal.
• Evidence record (Grow). A PDF per withdrawal with the statement, the date and time of receipt and the email delivery status.
• CSV export. All withdrawals, on every plan.
• Insights. How many withdrawals, how fast you handle them, the value withdrawn, the reasons and the most withdrawn products.

Your own texts and emails

On Basic and Grow, you can change the texts under Settings > Texts, per language. Empty fields use the built-in text, which is shown as a placeholder.

• Form texts. The link and page title, the introduction and the headings of the form.
• Emails. The subject and texts of the confirmation of receipt, the "withdrawal completed" email and the "withdrawal rejected" email, with a live preview.
• Placeholders. {name} for the customer, {order} for the order number, {id} for the reference and {shop} for your store.
• Always included. What the law requires, such as the withdrawal statement and the date and time of receipt, is always in the email, whatever you write.
• Own reasons. The reasons customers can choose from (up to 10), and your own reasons for rejecting, which appear in the Reject dialog after the standard reasons.

Shopify returns and automation

These options are part of Grow. Turn them on in the app under Settings.

• Shopify returns. The app creates a return request for withdrawn items that have shipped. You approve or decline it on the order, like any return.
• Cancel unshipped orders. When a signed-in customer withdraws from a whole order that has not shipped and has no exempt products, Shopify cancels it, refunds the original payment method, restocks and emails the customer. Everything else stays with you.
• Hold unfulfilled items. Withdrawn items that have not shipped yet are put on hold, so they are not sent by mistake. Release the hold in Shopify if you do want to ship them.
• Webhooks and Slack. A Slack incoming webhook gets a short message for each new withdrawal. Any other https address gets JSON (event withdrawal.created). Use Send test to check it.
• Shopify Flow. The triggers "Withdrawal submitted" and "Withdrawal decided" (completed or rejected) start your own workflows for withdrawals on a matched order.
• Shopify returns follow. When a return the app requested is closed in Shopify, the withdrawal is completed; a declined return is noted in its activity.

Plans

Billed through Shopify. Pay yearly and get two months free. Basic and Grow have a 14-day free trial. Development stores get every plan for free. You can change or cancel your plan at any time.

Free: $0

• Withdrawal page and footer link
• Two-step form, no login needed
• All 24 EU languages
• Acknowledgment email with date and time
• Order matching, notifications and order tag
• Withdrawal log in your Shopify admin and on the order page
• Withdraw button in customer accounts
• CSV export
• Option to show the button only to EU and EEA visitors
• Optional pop-up: the form opens on the same page

Basic: $9 per month or $90 per year

• Everything in Free
• Customers choose products and quantities
• Exempt products, such as personalised goods
• Your own texts per language
• Emails to the customer when you complete or reject
• Your own reasons for customers and for rejections
• Up to 5 notification addresses
• No "Sent with" line in emails

Grow: $24 per month or $240 per year

• Everything in Basic
• Emails from your own address (SMTP)
• Shopify return requests and cancellations
• Evidence record (PDF) per withdrawal
• Form layouts and custom CSS
• Slack, webhooks and a Shopify Flow trigger

FAQ

Support

Email support@revokerie.com. Include your store's myshopify.com address and, if your question is about one withdrawal, its reference.