Directive (EU) 2023/2673
The EU withdrawal button for Shopify, built in.
Since 19 June 2026, online stores that sell to consumers in the EU must let them withdraw from a purchase through a dedicated withdrawal function. TrackBack includes it in your return portal on every plan, including Free.
What the rule requires
Four things your withdrawal function must do.
Directive (EU) 2023/2673 adds a new Article 11a to the Consumer Rights Directive (2011/83/EU). For contracts concluded through an online interface, the trader must provide:
- 01
A clearly labelled function
Labelled “withdraw from contract here” or an equally unambiguous wording, prominently displayed, easy to access and available throughout the withdrawal period.
- 02
A withdrawal statement
The consumer identifies themselves and the contract (name, order, email) to send their withdrawal statement online.
- 03
A confirmation step
A second step labelled “confirm withdrawal” or similar, so the statement is only sent once the consumer confirms it.
- 04
An acknowledgment of receipt
Sent without undue delay on a durable medium such as email, including the content of the statement and the date and time it was received.
This page is general information, not legal advice. Check with your legal adviser how these rules apply to your store.
How TrackBack handles it
A compliant flow in your portal, ready in one click.
- 1
Turn it on
Enable the EU withdrawal button in TrackBack’s settings: the link appears on the first screen of your return portal.
- 2
“Withdraw from contract here”
The link is shown in English or French, next to your regular return form.
- 3
Identify the order
The customer enters their name, order number and email. No account or password needed.
- 4
Confirm withdrawal
They select the items (or the whole order), add an optional comment and click “Confirm withdrawal”.
- 5
Instant acknowledgment
The customer sees the date and time of receipt on screen, and TrackBack immediately emails them an acknowledgment in their language.
- 6
Handled in your dashboard
Pending withdrawals show up in your dashboard: approve them, receive the items and refund the original payment method.
FAQ
Withdrawal button questions.
Does the withdrawal button apply to my store?
It applies to distance contracts concluded with consumers through an online interface in the EU. If you sell online to consumers in the EU, it most likely applies, including when your business is based outside the EU. Check your specific case with a legal adviser.
Is it the same as my return policy?
No. The legal right of withdrawal (generally 14 days, without giving a reason) is separate from the commercial return policy you may offer. TrackBack keeps both: the regular return flow and the withdrawal flow.
Which TrackBack plans include it?
Every plan, including the Free plan.
Is the flow available in French?
Yes. The link, both steps and the acknowledgment email exist in English and French: “Se rétracter du contrat ici” and “Confirmer la rétractation”.
Do customers need an account?
No. They identify their order with its number and the email used at checkout, just like a regular return.
Be ready for EU withdrawal requests today.
Install TrackBack free and turn on the withdrawal button in your settings: the link appears in your portal right away.