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Settings page you set the withdrawal window, choose which form fields appear, and exclude any products that can't be withdrawn under EU law.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
- How to choose which form fields customers see
- How to exclude products that can't be withdrawn
- 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.
Blockify uses this date and period to mark each request as within the window or Expired.
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.
How to exclude products that can't be withdrawn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.
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
- 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.
- 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.
- Do customers have to give a reason?
No. The reason field is always optional under EU law; you can hide it entirely.
- What happens to an excluded product?
It appears as non-returnable items on the withdrawal form, so customers can't select it.
Updated on: 03/07/2026
Thank you!