Contact forms

Your Eshop's forms

Your Eshop has two built-in forms that let customers write to you. You don't have to build either page yourself.

• The contact page, at /contact, where customers can send you a message. It is off until you turn it on.

• The withdrawal form, at /contact/withdraw, where customers can formally request to withdraw from a purchase (the statutory "right of withdrawal" / Widerruf). It is on by default.

Both are managed in the Forms card of Eshop Editor → Settings.

Turn the forms on or off

1. Go to Eshop Editor → Settings and scroll to the Forms card.

2. Switch Publish a contact form on the Eshop and Publish the withdrawal form on the Eshop on or off.

3. Optionally, write an Introduction for the contact page. It is shown above the form, for example your opening hours or how quickly you usually reply (2,000 characters at most).

4. Click Submit.

While a form is off, its page doesn't exist on your Eshop, and any menu link to it is hidden automatically. Turn it back on and the link reappears: you don't need to edit your menus.

Check your legal obligations before turning the withdrawal form off: in some countries, including Germany, it must be available to your customers.

Add them to your menu

1. Go to Eshop Editor → Menu editor and open the menu you want them in.

2. Add a link, and pick Contact us or Withdrawal under Shop pages in the Destination list. A form is only offered there while it is on.

3. Save.

We recommend placing them in your footer so they're always reachable.

When a customer sends a message

The contact page asks for a name, an e-mail address, an optional subject and a message. When a customer sends it:

• The message appears in your Inbox (Backoffice → Messages), in a conversation with that customer's e-mail address.

• Each admin of the shop gets a Backoffice notification and an e-mail, according to their own settings for New contact form message in their profile's notification settings. Both open the customer's conversation in your Inbox.

• The e-mail comes from "Customer name via Eshop", and replying to it goes straight to the customer.

• The customer sees a confirmation on the page. They don't receive an e-mail.

The contact page has built-in protection against automated spam, and the number of messages that can be sent in a short time is limited. There is nothing to set up.

When a customer requests a withdrawal

The withdrawal form asks for the order reference, a name, an e-mail address and, optionally, a reason. When a customer submits it:

• A new message appears in your Inbox (Backoffice → Messages). If the reference matches one of your orders, the message is linked to that order.

• You receive an e-mail with the customer's details (reference, name, e-mail and reason). Replying to it goes straight to the customer, and its link opens the request in your Inbox.

• Each admin also gets a Backoffice notification. It opens the order when the reference matched one, and the request in your Inbox otherwise.

• The customer automatically receives a confirmation e-mail that their request was received.

To handle the request, review the order and follow up with the customer to arrange the return and refund. The form notifies you: it does not cancel the order or issue a refund automatically.