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# Configure Your Withdrawal Rules

## Overview
Your withdrawal rules decide when a request is still valid and what information customers give you. From the **Settings** page you set the withdrawal window, choose which form fields appear, and exclude any products that can't be withdrawn under EU law.

## What you'll learn
* [How to set the withdrawal window](#2-how-to-set-the-withdrawal-window)
* [How to choose which form fields customers see](#2-how-to-choose-which-form-fields-customers-see)
* [Custom fields](#2-custom-fields)
* [How to exclude products that can't be withdrawn](#2-how-to-exclude-products-that-cant-be-withdrawn)
* [Who can use this feature?](#2-who-can-use-this-feature)

## How to set the withdrawal window
The withdrawal window is the period during which a customer can still cancel. EU law requires at least **14 days**.

Step 1: Open **Blockify Withdrawal Form** and go to the **Settings** page.
Step 2: Choose which order date starts the countdown — **Order was placed**, **Order was fulfilled**, or **Order was delivered**.
Step 3: Set the **Withdrawal period (days)** — the minimum is 14.
Step 4: Click **Save**.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_labo7o.png)

Blockify uses this date and period to mark each request as within the window or **Expired**.

| Important: The withdrawal window must be at least 14 days to stay compliant with EU Directive (EU) 2023/2673. The countdown starts from the order date you select above.

## How to choose which form fields customers see
Three fields are always required and can't be turned off — they identify the customer and locate the order:

| Field | Why it's required |
| ---- |
| **Full name** | Identifies the customer making the request. |
| **Email address** | Used to send the withdrawal acknowledgment. |
| **Order number** | Locates the original order. |

You can switch these optional fields on or off:

| Field | Purpose |
| ---- |
| **Customer address** | Helps you coordinate the return shipment. |
| **Product(s) to withdraw** | Lets the customer list the products they're withdrawing. |
| **Reason for withdrawal** | Always optional — EU law doesn't require a reason. |

Toggle the optional fields you want, then click **Save**.

| Note: If you enable the product picker, the **Product(s) to withdraw** text field is replaced by a product picker on the form. See "[Automate Withdrawals with Automation settings.](https://help.omegatheme.com/en/article/auto-create-shopify-return-for-withdrawal-request-6pxbek/)"


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_21w2iz.png)

## Custom fields
Beyond the three always-required fields (Full name, Email address, Order number) and the optional fields (Customer address, Product(s) to withdraw, Reason for withdrawal), you can add up to 10 of your own fields from the **Custom fields** card on the Settings page. See "Custom fields for your withdrawal form" for the full guide.

## How to exclude products that can't be withdrawn
Some goods are exempt from the right of withdrawal under EU law — for example hygiene items or personalized products.

Step 1: On the **Settings** page, open the product exclusion rules.
Step 2: Add rules by **Product name**, **Product collection**, **Product tag**, or **Product SKU**.
Step 3: Click **Save**.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_2gvu12.png)


| When enabled, the form will update product exclusion displayed outside the form: always disable excluded items with reason: This product cannot be withdrawn.


## Who can use this feature?
The withdrawal window, form fields, and product exclusions are part of the core withdrawal setup and are available on all plans.

## FAQs
1. **What's the shortest withdrawal window I can set?**
14 days. EU law requires at least 14 days, so that's the minimum the app allows.

2. **Which date does the countdown start from?**
Whichever you choose — when the order was placed, fulfilled, or delivered. Requests outside the window are marked **Expired**.

3. **Do customers have to give a reason?**
No. The reason field is always optional under EU law; you can hide it entirely.

4. **What happens to an excluded product?**
It appears as non-returnable items on the withdrawal form, so customers can't select it.