Articles on: Features

How to Set Up the EU Withdrawal Page and Button in Consentmo

Overview

The EU Withdrawal feature in Consentmo helps Shopify merchants provide customers with a clear online way to withdraw from eligible orders or contracts.

This feature adds a structured withdrawal flow to your store, including:

A dedicated Withdrawal page
A store footer link
A customer verification flow
Confirmation emails
Request records inside Consentmo
An optional Withdraw contract button on the Shopify Order Status page

From June 19, 2026, online stores selling to EU consumers are expected to provide a clear electronic way for customers to withdraw from eligible distance contracts. Consentmo’s EU Withdrawal feature is designed to help merchants prepare for this requirement by providing a guided, documented process.

Note: Consentmo helps collect, verify, confirm, and record withdrawal requests. It does not automatically cancel orders, approve requests, issue refunds, or start returns. The merchant remains responsible for reviewing each request and deciding whether it is eligible.

Who Can Use This Feature?

The EU Withdrawal feature is available for merchants on the Plus and Enterprise plans.

The dedicated Withdrawal page is available on supported plans, while the Order Status page button is available for eligible setups where this option is included.

What the EU Withdrawal Feature Does

When enabled, Consentmo adds a customer-facing withdrawal process to your Shopify store.

Customers can use the Withdrawal page to:

Enter their order details.
Verify the request by email.
Review the matched order or items.
Confirm the withdrawal request.
Receive confirmation that the request was submitted.

After the request is submitted, Consentmo records the request inside the app so the merchant can review and process it manually.

How to Access the EU Withdrawal Settings

To open the feature settings:

Go to your Shopify admin.
Open Apps.
Open Consentmo GDPR.
Go to Privacy center.
Click the EU Withdrawal page tab.

From this section, you can manage the Withdrawal page, view its status, open the live page, customize the page settings, and add the Order Status page button if available.

EU Withdrawal Page Status

Inside the EU Withdrawal page tab, you can see whether the Withdrawal page is enabled.

When the page is active, the status will show as On or Published, and the page URL will be displayed.

Example:

/pages/withdraw-contract

You can use the available options to:

View the live page
Manage the page
Add the button to the Order Status page, if available
Location visibility

Managing the Withdrawal Page

Click Manage page to open the Withdrawal page editor.

The editor includes three main tabs:

Setup
Design
Content
Emails

Use the Save button in the top-right corner after making changes.

Withdrawal Form Settings

Setup

The Setup section controls how customers access the EU Withdrawal Page, how long they can submit a withdrawal request, and which details they need to provide.

Footer link

Use these settings to add the withdrawal page to your store’s footer navigation.

Choose the Shopify navigation menu where the withdrawal link should appear. Only menus assigned to your theme footer are listed.

Set the text displayed in the footer. Clear wording such as “Withdraw contract” is recommended so customers can easily understand the purpose of the page.

Withdrawal window

Define how many days after delivery a customer can submit a withdrawal request.

Enter the number of days during which withdrawal requests are accepted. The common EU withdrawal period is 14 days.

Fields

Choose which information customers are asked to provide when submitting a withdrawal request.

The only field that is not available to be amended is the Email address of the customer, as it is mandatory for confirming their identity!

Order- Ask customers to enter their order number so the request can be matched to the correct purchase.
Name- Ask customers to provide their name as part of the request. (can be optional)
Reasons - Allow customers to select a reason for the withdrawal. This field can remain optional and may help you better understand why products are being returned.

Use the toggle next to each field to enable or disable it.

Excluded products

Use this section to exclude specific products from the withdrawal process.

Products added here will not be eligible for withdrawal through the page. This is useful for items that may fall under legal exceptions, such as personalised, perishable, sealed, or hygiene-sensitive products.

Design

The Design section controls the appearance of the EU Withdrawal Page. You can adjust its colors, add custom styling, and preview each step before publishing your changes.

Color & Styles

Use these settings to match the withdrawal page with your store’s branding.

Page background - Sets the background color of the withdrawal page.
Page text - Sets the color of headings, labels, instructions, and other page text.
Button text - Sets the color of the text displayed inside buttons.
Button background - Sets the background color of the page buttons, such as the Submit button.
Reset to defaults - Restores all design colors to their original default values.

Custom CSS

Add your own CSS rules for more advanced design changes that are not available through the standard color settings.

Custom CSS can be used to adjust elements such as spacing, borders, font sizes, widths, and other visual details.

Example:

#wdp_page {
padding: 24px;
}

Only add custom CSS when necessary, as incorrect rules may affect how the withdrawal page is displayed.

###Content

The Content section lets you customize all customer-facing text shown throughout the EU Withdrawal Page.

Languages

Enable the multilingual withdrawal page to publish the page in your supported Shopify store languages.

Select a language to edit its content. The default language is clearly marked, and each supported language can have its own translated text.

Form

Customize all text displayed on the first step of the withdrawal process, including:

Form title
Introductory text
Order field label
Email field label
Name field label
Submit button text

Confirm step

Customize all text shown when customers review and confirm the items they want to withdraw, including:

Heading
Instruction text
Not eligible label
Policy note
Confirm button text
Back button text

Thank you page

Customize the message customers see after successfully submitting a withdrawal request, including:

Confirmation heading
Follow-up message

All available text elements can be edited separately for each enabled language.

Emails

The Emails section lets you customize the automated emails sent during the withdrawal process.

Sender

Set the sender name, reply-to email, and optional footer note. You can also configure a custom sending domain.

Languages

Choose a language to edit its email content. Each enabled language can have its own translations.

Brand details

Set the business name displayed in the emails.

Color & Styles

Customize the email background, text, buttons, font, and font size.

Logo

Enable and upload a logo to display in supported withdrawal emails.

Verification email

Customize the email sent when customers need to verify their address.

Confirmation email

Customize the email confirming that the withdrawal request was received.

Not eligible email

Customize the email sent when a withdrawal request is not eligible. All available email text can be edited separately for each enabled language.

That is an option for sending a "Non eligible email" to the customer that submitted the request, if their inquiry is marked as such from the records list or they do not fit the withdrawal period that you have set there as well.

Adding the Withdraw Contract Button to the Order Status Page

Consentmo also provides an option to add a Withdraw contract button to the Shopify Order Status page, where supported.

This allows logged-in customers to start a withdrawal request directly from the order they want to withdraw from.

To access this option:

Go to Consentmo GDPR.
Open Privacy center.
Click EU Withdrawal page.
Find the Withdraw contract button section.
Click Add to order status page.

This opens the Shopify theme or checkout editor flow where you can add the block to the Order Status page.

Once added, customers can see a withdrawal section directly on the Order Status page.

Managing EU Withdrawal Requests

After a customer submits a withdrawal request, it is logged inside Consentmo.

To review submitted requests:

Open Consentmo GDPR.
Go to Privacy center.
Click EU Requests.

From there, you can review request details such as:

Customer email
Order number
Selected items
Request reference ID
Submission date and time
Request status

You can also export request records as CSV when needed.

What Happens After a Customer Submits a Request?

Once the customer completes the withdrawal flow:

The customer receives a confirmation email.
The request is logged inside Consentmo.
The merchant reviews the request.
The merchant decides whether the request is eligible.
The merchant handles any return, refund, or order-related action manually.

Consentmo does not automatically cancel orders or issue refunds.

Best Practices

To make the Withdrawal page easier for customers to use, we recommend the following:

Use clear wording such as Withdraw contract.
Add the link to your store footer.
Keep the withdrawal form simple.
Keep the standard withdrawal window set to 14 days, unless your legal requirements say otherwise.
Use the multilingual option if your store sells in multiple EU markets.
Review submitted requests regularly.
Keep exported records for internal documentation when needed.
Consult a qualified legal professional if you are unsure how the requirement applies to your store.

Troubleshooting

I do not see the EU Withdrawal page option

Make sure your store is using a Consentmo plan that includes the EU Withdrawal feature.

The feature is available on supported Plus and Enterprise plans.

The footer link is not showing

Check the following:

The Add link to store footer option is enabled.
The correct footer menu is selected.
Your Shopify theme uses the selected footer menu.
The changes were saved.
Your storefront cache or theme preview has been refreshed.

The Order Status page button is not showing

Check the following:

The button was added through the Add to order status page option.
The block was saved in the Shopify editor.
The store is using a compatible Shopify checkout/order status setup.
The customer is viewing an eligible order context.

The page text is showing in the wrong language

Check the Languages section and confirm that:

Multilingual withdrawal page is enabled.
The correct language is selected.
The text for that language has been edited.
The Shopify store language setup is configured correctly.

Summary

The EU Withdrawal feature in Consentmo helps Shopify merchants create a clear and documented withdrawal process for EU customers.

With this feature, you can publish a dedicated Withdrawal page, add a footer link, customize the form and emails, support multiple languages, collect withdrawal requests, and review them inside Consentmo.

The feature helps simplify the setup process while keeping merchants in control of the final review, refund, return, and eligibility decisions.

Need help?

In case you need any assistance, please make sure to reach out to our support team via live chat or at support@consentmo.com

Updated on: 10/07/2026

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