A 14-day right-of-withdrawal form for EU shoppers

Overview

From 19 June 2026, EU law requires every store selling to EU consumers to give customers a simple, prominent way to withdraw from a purchase within the 14-day cooling-off period — withdrawing must be no harder than buying. This comes from Article 11a of the Consumer Rights Directive, added by Directive (EU) 2023/2673; you can read the full text on EUR-Lex. Wix has no built-in option for this.

Non-compliance is costly: the customer's withdrawal window can extend to 12 months and 14 days, a timely withdrawal stays valid even if you never process it, and fines for widespread cross-border breaches can reach at least 4% of your annual turnover (or up to €2 million) — plus warnings (Abmahnungen) in Germany, which enforces the rule strictly.

The EU Withdrawal button by Consentik helps you comply. It adds a link to your Wix store that opens a popup form where the customer confirms they want to withdraw from a purchase. Each request is recorded in your dashboard with a 14-day deadline, the customer receives a timestamped confirmation email, and you are notified — so requests are handled on time and kept on record.

How it works

When the feature is enabled and you have added the withdrawal link to your site, a customer can withdraw in a few steps:

• The customer clicks your withdrawal link. The popup form opens; no login is required.
• They fill in Full name, Email address, and Order ID (all required), plus an optional notes field.
• They tick the confirmation checkbox — "I confirm I want to withdraw from this purchase and understand it starts my refund." — which enables the Confirm withdrawal button.
• After confirming, they see a success message: "Withdrawal confirmed. A confirmation has been sent to your email. Your refund is on its way and will appear in 14 days."
• The customer receives a confirmation email with the request details and timestamp, and your notification email receives an alert.

The popup works on both desktop and mobile.

Where to manage it

In your Consentik admin, open the EU Withdrawal page. It has four tabs:

• Dashboard — view and manage all requests.
• Design — customize the popup's position, colors, and text.
• Email Template — edit the confirmation and notification emails.
• Settings — enable the feature, set your notification email and deadline, and get the link for your site.

Turning on the feature

In the Settings tab you control how the feature runs:

• Notification email — the single address alerted for every new request.
• Deadline (days) — the number of days a customer has to withdraw.
• "Ending soon" threshold — when a request is flagged as nearing its deadline.
• Enable feature — the master switch. While it is off, the popup does not appear on your site and the Dashboard shows a warning that the feature is not live.
• Add withdrawal link — a built-in, step-by-step guide for placing the withdrawal link on your Wix store.

Customizing the popup

The Design tab controls how the popup looks and reads, with a live preview beside the settings:

• Position — Bottom-left, Bottom-right, or Center.
• Colors — Background and Highlight (text contrast is handled automatically).
• Content — the text for the Open, Form, and Success stages.

Email notifications

The Email Template tab holds the two messages the feature sends:

• Buyer confirmation — sent to the customer the moment they confirm.
• Merchant notification — sent to the notification email from your Settings so your team knows a request arrived.

Managing requests

The Dashboard tab is where you track and resolve requests. The Open, Ending soon, Closed, and Total cards summarize your queue, and clicking a card filters the table below. You can search and sort the table, open any request to view its details, add an internal note, and see its activity history. The full list can be exported to XLSX at any time for your records.

Each request moves through these statuses:

• Requested — just submitted by the customer; not yet handled.
• Open — you have acknowledged it and are processing the withdrawal and refund.
• Closed — resolved; the refund has been handled.
• Declined — rejected by your team (for example, an invalid or ineligible request).
• Cancelled — the customer withdrew the request.

Ending soon is not a separate status; it flags Open requests whose 14-day deadline is approaching, so you can act in time

Important notes

• Plan availability. The EU Withdrawal button is available on the Advanced plan. On the Free or Plus plans the feature is shown but locked, with a prompt to upgrade.
• Order IDs are not verified. They are shown exactly as the customer typed them, so review each request and decline any that are clearly invalid.
• Languages. The popup and emails are shown in the single language set in your configuration.
• Required wording. Keep the "Withdraw from contract here" and "Confirm withdrawal" labels intact, and never use "Cancel" for the confirmation button.
• Not legal advice. Requirements vary by country, and Germany enforces them most strictly. Confirm your setup with your own legal counsel.

Updated on: 26/06/2026