What is the Right Of Withdrawal directive?
The right of withdrawal gives consumers in the EU up to 14 calender days after receiving an order to cancel it. It is a statutory right not a commercial policy - which means you cannot require the customer to justify their decision and you cannot make the process harder than placing the original order.
In nShift Returns, withdrawal sits as its own reason code, with the right rules built in and clearly separated from your commercial return reasons.
Why this matters: From 19 June 2026, EU Directive 2023/2673 requires online retailers to make cancelling an order just as easy as placing one. nShift Returns supports this through a withdrawal flow, handled as a reason code within your existing returns portal - no separate system or custom development required.
Entry Points
The withdrawal function must be easy to find and continuously available throughout the 14-day period. nShift Returns supports multiple entry points
| Entry point | Notes |
| Button or link on your website | Place on the order page, tracking page, footer, account area, or post-purchase portal. The label must be unambiguous — for example, "Withdraw from the contract here". Vague descriptions are not permitted under the directive. |
| Order confirmation email | Consumers must be able to reach the withdrawal function directly from their order confirmation. Pre-filled links reduce friction and land the customer straight in the registration flow. |
| Post-purchase follow-up email | The same pre-filled link approach applies. Order number and email address can be pre-populated so the customer bypasses the validation step entirely. |
| Logged-in account area (My Pages) | Customers already logged in skip the identification step and go directly to the withdrawal flow. |
Important: The button or link label must be clear and unambiguous. Consumers cannot be required to create an account or log in to use the withdrawal function.
Customer Journey: How the Flow Works
Option 1 - Guest (not logged in)
- Customer clicks the withdrawal button or link on your site or in their email.
- They enter their order number and email address.
- They see a clear overview of their order and select the item(s) they want to withdraw.
- They see on-screen confirmation and receive a timestamped email immediately.
Option 2 - Pre-filled link (from email or post-purchase portal)
- Customer clicks the link in their order confirmation or follow-up email.
- Their email address and order number are pre-populated they skip the validation step.
- They go directly to the item selection and confirmation flow.
- Same confirmation as above.
Option 3 - Logged in (My Pages or account area)
- Customer is already logged in and navigates to their order.
- The identification step is skipped entirely.
- They select items and confirm.
- Same confirmation as above.
Get started
Step 1: Add the Withdrawal reason code
In the nShift Returns admin, go to Settings → Return Reasons.
Click Add reason code and create a new reason code for Withdrawal. You can customize the reason code if needed. Learn more in Configuring custom translations and keys for reasons)
Leave Require customer comment turned off. Consumers do not have a legal obligation to explain why they are exercising their right of withdrawal.
Save.
Step 2: Configure refund scope per market
Go to Settings → Markets and select the relevant market.
Navigate to Market setup → Return policies and enable Shipping refund.
Save your changes.
Repeat this setup for each market where you sell to EU/EEA consumers.
Step 3: Enable the withdrawal confirmation email
The confirmation email acts as the consumer’s proof of withdrawal and provides an audit record for your business.
To enable it, go to Widget Settings → Emails → Withdrawal confirmation and switch on Enable email.
This email is sent immediately when the withdrawal is confirmed. It does not depend on a return label being generated, a warehouse task being created, or a refund workflow being completed.
Legal Note
This article is intended as operational guidance for retailers configuring nShift Returns. It is not legal advice. EU consumer law is implemented at member state level, and specific obligations . including refund treatment, exclusions, labelling, wording, and enforcement - may vary by jurisdiction. Retailers should obtain advice from qualified counsel in each market where they sell to EU consumers.