How Customers Submit a Withdrawal
Overview
This article explains what your customers see when they withdraw from a contract, so you know what to expect and can answer their questions. The withdrawal button and form are always visible and work without a customer account.
What you'll learn
- How customers open the form
- How the two-step form works
- What happens after a customer submits
- What the customer receives
- Who can use this feature?
How customers open the form
Customers reach the form from the floating Withdraw from contract button or from your footer menu link. No login is required.
How the two-step form works
The form has two steps, as EU law requires:
Step 1: The customer enters their details (full name, email, order number, plus any optional fields you enabled) and reads the legal withdrawal declaration.
Step 2: The customer reviews the summary, ticks "I confirm I want to withdraw from this contract", and clicks Confirm withdrawal.
What happens after a customer submits
By default, every customer can submit a withdrawal — the form doesn't block anyone based on their order, email, or country. Instead, Blockify runs checks in the background and records a Verified Status on each request so you can decide how to handle it:
- Order check — whether the order number matches an order that's still within the withdrawal window (Verified, Not found, or Expired).
- Email check — whether the submitted email matches the order (Verified or Email mismatched).
- Country check — whether the order's country is one of the accepted countries (26 EU countries by default); otherwise Out of zone.
A request that passes every check is Verified; otherwise it's Unverified and flagged for you to review. Either way, the request appears in your Withdrawal request list. See "Manage Withdrawal Requests" for what each status means.
What the customer receives
Right after submitting, the customer automatically receives an acknowledgment email on a durable medium — the confirmation EU law requires. The request then appears in your Withdrawal request list as Received.
Who can use this feature?
The withdrawal button and two-step form work on all plans and for guest customers.
FAQs
- Do customers need an account to withdraw?
No. The button and form are always visible and work for guest customers without login.
- Can customers from outside the EU submit a withdrawal?
By default, yes — the form accepts every submission and flags orders outside the accepted countries as Out of zone for you to review. To block them at submission instead, turn on auto-validate. See "Auto-validate Withdrawals Before Submission."
- What if the customer's order can't be found?
By default the request is still created and flagged Not found on the order check, so you can review it manually.
- What confirmation does the customer get?
An acknowledgment email sent on a durable medium immediately after submitting — this is legally required.
Updated on: 03/07/2026
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