What is the withdrawal form?
The withdrawal form lets your customers formally request to withdraw from a purchase (the statutory "right of withdrawal" / Widerruf). It's a built-in page on your Eshop, so you don't have to create one yourself.
Where to find it on your Eshop
The form lives at /contact/withdraw on your shop (e.g. https://yourshop.com/contact/withdraw).
To make it visible to customers, add a link to it from the Menu editor in your Backoffice:
Go to Backoffice → Menu editor.
Add a new link.
Set the destination to
/contact/withdraw.Give it a label such as "Withdrawal" or "Widerruf" and save.
We recommend placing it in your footer so it's always reachable.
How to process a request
When a customer submits the form:
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 email notification with the customer's details (reference, name, e‑mail, and reason). Replying to that email goes straight to the customer.
The customer automatically receives a confirmation email that their request was received.
To handle the request, open the message in your Inbox (or click the link in the email), review the order, and follow up with the customer to arrange the return/refund. The form notifies you — it does not cancel the order or issue a refund automatically.