EU Withdrawal form

Overview

Under EU Directive (EU) 2023/2673 (amending Directive 2011/83/EU), any store selling online to EU consumers must let them withdraw from a purchase within 14 days — without giving a reason. From 19 June 2026 this is mandatory. You may not force EU customers to state a reason, contact support, or fill in a survey before they cancel.

The EU Withdrawal form makes your store compliant with a single toggle. When you enable it, Synctrack reuses your existing return portal, emails, and management screen — for orders shipping to the EU-27, it automatically makes the return reason optional and shows the buyer a valid withdrawal confirmation. Orders outside the EU keep your normal return flow.

What you'll learn

• How to enable the EU Withdrawal form
• How it works
• Who can use this feature?

How to enable the EU Withdrawal form

Step 1: Go to Settings > EU Withdrawal form

Open the EU Withdrawal form page in your Synctrack Returns admin. The page explains what EU law requires and the risk of non-compliance.

Step 2: Click Enable EU Withdrawal

Click Enable EU Withdrawal. The status switches to Enabled and the withdrawal rules apply to all EU orders automatically — there is nothing else to configure. The setting persists after reload.

How it works

Once enabled, the feature runs in the background on your existing return portal:

1. A buyer opens your return portal and enters their email + order number.
2. Synctrack matches the order and detects its country in this order: shipping address → billing address → customer default address, then checks it against the EU-27.
3. If the order is in the EU-27, the Reason field becomes optional — the buyer can submit the request without stating a reason.
4. On the Done screen the buyer sees a withdrawal confirmation: the order, the email the confirmation was sent to, the refund timeframe, the return address (from your existing return settings), a durable-medium note, and a fixed link to **EU Directive 2011/83/EU**.
5. The buyer receives an email confirmation through your existing return mailer — no separate EU email template.

Who can use this feature?

Available on Professional Plan and above

FAQs

1. Does this create a separate withdrawal portal or email?

No. The feature reuses your existing return portal, return/exchange emails, and return management screen. EU withdrawal requests appear in your normal return management list — there is no new surface to manage.

2. How does Synctrack decide which orders are "EU orders"?

After the order is matched, Synctrack derives the country from the shipping address first, then billing, then the customer's default address, and compares it against the EU-27 list. Only EU-27 orders trigger the withdrawal behavior.

3. What happens to orders outside the EU?

They are unchanged. The reason field stays required and the buyer sees your standard return confirmation, with no withdrawal or legal content.

4. The reason field is now optional — does the buyer still have to choose items?

Yes. Only the reason becomes optional for EU orders. The buyer still selects the item(s) and submits the request as usual; the request flows into your return management normally.

5. Where do the return address and refund timeframe on the confirmation come from?

The return address is taken from the return address already configured in your return settings. The refund timeframe follows the EU 14-day standard.

6. Why can't I see the Enable button?

The feature is available on the Professional plan and above. On Free or Starter plans the button is locked with an upgrade prompt, though you can still read the legal guidance on the page.

Updated on: 18/06/2026