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Set Up a Withdrawal Button

You can set up the withdrawal button using a CMS page with a contact form. For background on the regulation and what it requires, see EU Withdrawal Button

Prerequesites​

Check how your webshop handles withdrawals today.

  • Can consumers withdraw online, without calling or emailing?
  • Can guest customers submit a withdrawal request?
  • Do you send a confirmation when a request comes in?

Which Option Applies to You​

Step 1 → Do you use an external party for returns (e.g. Returnless, Returnista)?
→ Yes: The withdrawal process is probably already set up. Check if the external party provides an online withdrawal form. If so, skip to Link to the Page from Visible Places and make sure the form is linked from the footer, confirmation page, and confirmation email.
→ No: Continue to Step 2.

Step 2 → Do you have the Contact Form widget?
→ Yes: Use the Contact Form widget on a CMS page. Follow all steps below from Create a CMS Page. Note: If you want to use a separate form with a different email address, please get in touch with our support team.
→ No: Continue to Step 3.

Step 3 → Use an external form tool.
Use a tool like Jotform or Mailchimp. Embed the form on the CMS page with a Code Editor widget, or link directly to the external form.

Create a CMS Page​

  1. In the CloudSuite Admin, go to CMS > Pages > Site Content Pages.
  2. Click Create Page.
  3. Give the page a clear name, for example, Withdrawal request. Use the local name for each language your shop supports, e.g. Herroeping in Dutch.
  4. Click Options > Save..

Add a Contact form​

Go to the Layout Tab of your withdrawal page and add the form using one of the two options below.

  1. Use the Contact Form widget.
    Choose this option when you have the standard Contact Form widget available. The Contact Form is a standard widget, available in both Mosaic and responsive themes.
  2. Use an external contact form tool.
    Choose this option when you manage forms outside CloudSuite. Add the code to the CMS page with a code editor widget. The Code Editor is a standard widget.
  3. Click Save after you add the form.

Add the Form Fields​

Add the fields the consumer needs to fill in. The table below shows which fields to include and why.

FieldRecommended?Why
Full nameRecommendedTo know who is making the request.
Email addressRecommendedTo send the confirmation email and follow up with the consumer.
Order numberRecommendedTo match the request to the right order.
Order dateOptionalHelps you check whether the 14-day withdrawal period still applies.
ProductsOptionalUseful when the consumer wants to withdraw part of an order, not the full order.
Reason for withdrawalOptionalThe consumer does not have to give a reason. Make this clear on the form if you include this field.

Publish the Page​

  1. On the Page tab, make sure the After Login checkbox is unchecked. This makes the page available to all visitors, including guests who are not logged in.
  2. Under Access, check that the page is available on the correct shops and in the correct languages. (By default, the page is available everywhere).
  3. Once you publish the page, it automatically becomes Active.

Link to the Page from Visible Places​

The withdrawal option must be easy to find. We recommend the following places for adding a link to the withdrawal page.

  • Website footer — Edit the footer via Settings > Footers.
  • Order confirmation page — Most shops use the standard order confirmation page. If you use a custom confirmation page, add it to all pages (success, not succesful)
  • Order confirmation email — Add the link here so consumers can still find it after they leave the site.
Note

Only edit email templates if you know how they work. Errors in HTML templates can break the email layout.