Add an order withdrawal button to your website (EU requirement)

From 19 June 2026, online shops in the EU must offer their customers an easy way to withdraw an order online. This requirement applies to contracts with customers (B2C) only.

If you have an Online Shop on a Website Builder site, you can use the contact form component to set up the withdrawal form and add a button to your website footer with a link to this form. Your customers can then click the button to access the form, add a few details and send the form to you.

Note: This article is provided for general guidance on how to set up a withdrawal form in Website Builder. It is not legal advice. You are responsible for checking whether the withdrawal button requirement applies to your shop, products, services, and market. 

• What you need to create
• Step 1 - Create the page for the withdrawal form
• Step 2 - Add the required fields
• Step 3- Set the correct form button label
• Step 4 - Add a short explanatory note
• Step 5 - Add a footer link as a button
• Step 6 - Go through checklist and publish your site
• Step 7 - How to handle a withdrawal request

What you need to create

You'll need:

• A page where customers can easily access the withdrawal form
• A footer link to that page (the "withdrawal button")
• A confirmation email that can be sent to the customer upon receiving the request

We'll show you how to set up all of these items in the next steps.

Step 1 - Create the page for the withdrawal form

1. Open your Website Builder dashboard and click Edit site on the left.
2. Add a new page to your site. You can name it something like "Order withdrawal" or "Withdraw from contract here".
3. Click Contact in the menu on the left and drag a contact form component to your new page.
4. Select the email address you want to use and add a subject. We recommend adding "Withdrawal" as subject; this will make it easier for you to distinguish withdrawal requests in your inbox, especially if you already have another contact form on your website.

Step 2 - Add the required fields

1. Click Edit fields on the form.
2. Make sure you have the following fields and that they're all set to required. These are the details needed for a valid withdrawal request: 
   
    -Name (for the customer's name)
    -Email (for the customer's email address)
   - Numbers (for the Order number/Order ID)
    
3. Change the names of the fields to make it clear which information you're asking for. For instance, it might be good to change the numbers field to "Order number/ID". You can do this by clicking the pencil icon next to a field.
4. Click Save.

Tip: A long text field is added to the form by default. Keep this to allow the customer to add a message or extra details.

Step 3 - Set the correct form button label

1. Select the contact form and click Edit contact form.
2. Change the button text in the grey field to Confirm withdrawal. This confirms the request legally.

The button label should only contain this wording or an equally clear equivalent without additional text or qualifiers.

Step 4 - Add a short explanatory note

Add a short note with the following explanation to your withdrawal form page:

 “Submitting this form allows you to send a withdrawal request online. Whether a statutory right of withdrawal applies depends on the contract and applicable law.” 

This is important for services where withdrawal may not apply.

Step 5 - Add a footer link as a button

Customers must be able to easily find the withdrawal page and the form. You must therefore add a "withdrawal button" to the footer of your website.

1. Go to Button in the menu on the left, select a button and drag it to the footer of your website.
2. Click Edit button. In the grey bar that appears, change the button text to "Withdraw from contract here" or similar.
3. In the floating menu, go to Link --> Add link and select the withdrawal form page.
4. Click Save in the lower-right corner of the window to add the link.

The button with the link to the form must be present on all pages so that the form is not hidden, buried, or difficult to find.

Step 6 - Go through checklist and publish your site

You should now have the following:

• A visible footer link/button
• A form with the required fields and a "Confirm withdrawal" button
• An explanation text on your withdrawal page

Click Publish to make them available on your live site.

Next, we'll show you how to construct your confirmation email and how to handle incoming withdrawal requests.

Step 7 - How to handle a withdrawal request

When you receive a withdrawal request, you need to send a confirmation email to the customer without undue delay, meaning within a day or so after they have submitted the request.

You can access all your form submissions via OneInbox:

1. Open the Website Builder dashboard and click Inbox in the menu on the left.
2. Find the form submissions for withdrawals.
3. Send a confirmation email to the customer.
    

Your confirmation email should include:

• Confirmation that the request was received
• The customer's submitted details
• Date and time of submission

Below, you'll find a template that you can copy and use for the email. This template has all the legal requirements, but you can customise it further if you want. Replace the content in the brackets with the customer's details (and your own) along with the required timestamp.

Dear [Customer Name],

Thank you for contacting us.

This email confirms receipt of your withdrawal request.

Below is a summary of the details we have received:

────────────────────────
Name:           [Customer Name]
Email:          [Customer Email]
Order ID:       #[Order Number]
Submitted:      [Submission timestamp]
────────────────────────

Should you have any questions or need further assistance, please do not hesitate to reach out to our customer support team.

Warm regards,

[Your Name]
[Company Name]
[Support Email] | [Phone Number]
[Website URL]

Related articles:

• How do I add a contact form to my Website Builder site?
• FAQ about OneInbox