Frequently Asked Questions
What is the EU withdrawal button requirement?
EU Directive 2023/2673 requires all online stores selling to EU consumers to provide a clearly visible withdrawal button. Customers must be able to initiate a withdrawal (Widerruf) directly from their account or order page, with a two-step confirmation process and automatic email confirmation. This becomes mandatory on June 19, 2026.
How do I install the withdrawal button?
Install the Shopilaw app from the Shopify App Store, then activate the withdrawal button Theme App Block in your theme editor. No coding is required — the button works with all Shopify themes.
What happens when a customer clicks the withdrawal button?
The customer sees a structured withdrawal form where they select the order and optionally provide a reason. After submitting, they see a two-step confirmation page (as required by EU law). Once confirmed, both the customer and merchant receive automatic confirmation emails with all withdrawal details.
Does Shopilaw support partial withdrawals?
Yes, on the Pro plan and above. Customers can select individual items from an order to withdraw, rather than withdrawing the entire order.
What languages are supported?
The Free and Pro plans support English and German. The Business plan includes support for 24 EU languages, perfect for stores selling across the EU.
How do I cancel my subscription?
You can cancel anytime from the Billing page in your dashboard or from your Shopify admin under Apps > Manage subscriptions. The withdrawal button will remain active until the end of your billing period.
Troubleshooting
Withdrawal button not appearing on the storefront
Make sure the Shopilaw Theme App Block is enabled in your theme editor (Online Store > Customize). Check that it is placed in the customer account or order status page template. If the block does not appear in your theme editor, contact support.
Confirmation emails not being sent
Verify your email settings in the Shopilaw dashboard. Check that your store email is correctly configured. On the Business plan with a custom sender domain (SMTP), ensure your DNS records are properly set up. Contact support if the issue persists.
Contact Support
Need help? We're here for you.
Email:
When contacting support, please include your Shopify store domain and a description of the issue. We aim to respond within 24-48 hours.