Mandatory withdrawal button in Shopify (Directive 2023/2673): what it requires and how to add it for free

Since 19 June 2026, every online store that sells to consumers in the European Union has to offer a withdrawal button: a clearly visible function, labelled with words such as "withdraw from contract here", that lets customers cancel a purchase in a few clicks. It is required by Directive (EU) 2023/2673, which adds Article 11a to the Consumer Rights Directive 2011/83/EU.

Shopify does not include this function out of the box. This guide explains which pieces the rule asks for (button, withdrawal form, confirmation and acknowledgement by email), how to set them up in your Shopify store for free and what to check before you call it done.

What the mandatory withdrawal button requires

Article 11a does not change the 14-day withdrawal period or the refund rules: it adds a mandatory online channel for exercising the right of withdrawal when the contract was concluded through a website or an app. In practice there are four pieces:

  1. The button. Labelled "withdraw from contract here" or an equivalent unambiguous phrase, prominently displayed and available throughout the withdrawal period.
  2. The form. It must let the customer give or confirm their name, the details of the contract (the order number) and the email address where they want to receive the acknowledgement.
  3. The confirmation. The statement is sent with a button labelled only "confirm withdrawal" or an equivalent phrase, so nobody withdraws by mistake.
  4. The acknowledgement of receipt. Without undue delay and on a durable medium (an email), with the content of the statement and the date and time it was submitted.

For the full legal detail and a comparison with the classic right of withdrawal, see our guide to Directive (EU) 2023/2673.

How to add the withdrawal button to Shopify for free

A contact page linked from the footer is not enough: the standard Shopify form does not check the order, has no confirmation step and does not send an acknowledgement with the date and time. The quickest way is an app that covers the whole journey. We show it with our LG EU Withdrawal Button & Form app, which has a free plan with no limit on requests:

  1. Install the app from the Shopify App Store and choose the Free plan.
  2. In the theme editor, turn on the app embed so the button appears on every page.
  3. Check the withdrawal period and the email that will receive notifications, and run a test with a real order.

1. The "Withdraw from contract here" button

The button is shown across the whole store, including the customer account, throughout the withdrawal period. The label appears in the visitor's language (24 EU languages) with the wording the rule asks for.

Withdrawal button in a Shopify store, as required by Directive (EU) 2023/2673

2. The two-step withdrawal form, no login

The customer enters their order number and email, the app checks that the order exists and lets them choose the whole order or only some items. It works the same for guest checkouts: no account is needed. The last step is a single "Confirm withdrawal" button.

Two-step withdrawal form without login in a Shopify store, with a final confirmation

3. The acknowledgement by email

As soon as the customer confirms, they automatically receive an email with the request reference, the order, the items and the date and time of receipt. You get a notification and the request is logged in the app dashboard.

Withdrawal acknowledgement sent by email with reference, items, date and time

4. The withdrawal status page

The email includes a link to a status page in your own store, where the customer sees whether their request has been received, is in progress or is resolved, without having to write to you. They can also look it up with the reference and their email.

Withdrawal status page in a Shopify store: status, reference, order number and date and time of receipt

Why this app

  • Free plan with no limit. The button, the form, the acknowledgement and the status page are all in the Free plan, with no cap on requests and no expiry date.
  • Data hosted in the European Union. Requests are stored on servers inside the EU.
  • GDPR. Only the data the rule requires is collected, with no mandatory reason and no extra fields.
  • Excellent support, always available. If something does not fit your theme, we help you get it working.

You can see screenshots, plans and reviews on the app's listing in the Shopify App Store or read more on the app page on our website.

Check that it works

  • Open the store in a private window, without logging in, and find the button straight away on any page.
  • Make a test withdrawal: count the steps to the form and check that the last button says "Confirm withdrawal".
  • Check that the acknowledgement arrives immediately and includes the date and time.
  • Mention the withdrawal function in your terms of sale and in your withdrawal information.

For the rest of your store's EU obligations, run the free "Is your Shopify store EU compliant?" checker.

Frequently asked questions

Is the withdrawal button mandatory in Shopify?

Yes, if you sell goods or services that carry a right of withdrawal to consumers in the EU. The obligation does not depend on the platform: it applies to every online store from 19 June 2026, as transposed by each country.

Can I use a normal contact form?

It hardly meets the rule: you need the clear label, the confirmation step and an acknowledgement on a durable medium with the date and time. A generic form or a PDF to download does not cover those pieces.

Is there a catch with the free plan?

The Free plan has no limit on requests and no trial period. The paid plans add automations (cancellations and returns with no monthly limit, evidence PDF, alerts to Slack or Shopify Flow) that you do not need to have the button.

Does the customer have to log in?

No. The app identifies the order by its number and the email, so it works the same for customers with an account and for guest checkouts.

This guide is for information only and is not legal advice.