Shopify provides a built-in self-serve returns and cancellations feature to help merchants manage customer requests and support EU right of withdrawal requirements. However, merchants with complex product specialized workflows, catalogs, or customers who prefer not to sign in may need more flexibility.
With Simply Forms, you can create a customized EU withdrawal request form for Shopify that complements Shopify’s native functionality. Build a dedicated withdrawal page, collect the information your business needs, automate acknowledgment emails, and track requests from submission to resolution.
Why Use a Custom Withdrawal Request Form?
Shopify’s native self-serve returns and cancellations work well for standard product returns. However, a custom form can offer additional flexibility for specific business needs.
1. Allow Customers to Submit Requests Without Signing In
Shopify’s self-serve returns and cancellations require customers to sign in using their email address and a verification code.
With Simply Forms, you can create a public-facing withdrawal request form that customers can access without signing in. Customers can enter their order number, contact information, and other relevant details to submit a withdrawal request.
This reduces friction for guest customers and makes it easier to provide an accessible withdrawal request option.
2. Customize Your Review and Processing Workflow
Different businesses may need different procedures for handling withdrawal requests.
Simply Forms allows you to collect additional information, organize submissions, and manage requests using customizable statuses such as New, Under Review, Need More Information, Approved, Rejected, etc.
You can also use Shopify Flow to notify staff members or trigger follow-up actions when a request is submitted or its status changes. These workflows help your team manage requests efficiently while respecting customers’ statutory withdrawal rights.
3. Handle Digital Products, Services, and Subscriptions
Withdrawal requests involving digital products, services, or subscriptions may require different handling from standard physical-product returns.
For example, you may need to collect contract details, identify the type of purchase, or display relevant information about withdrawal rights.
With Simply Forms’ conditional logic, you can display different fields and explanatory content based on the customer’s selection. This makes it easier to create tailored withdrawal forms for businesses selling a combination of physical and non-physical products.
Key Features for Building a Withdrawal Request Form
Simply Forms provides flexible tools to create a withdrawal request experience that fits your storefront and business workflow.
- Conditional Logic: Show or hide fields or fieldsets based on customer selections, such as the type of purchase or withdrawal request.
- Automated Acknowledgment Emails: Use Shopify Flow and Simply Forms’ Send transactional email action to send personalized confirmation emails. You can include details such as the customer’s name, order number, withdrawal declaration, and submission date and time.
- Customizable Submission Statuses: Track requests with statuses such as Under Review, Processed, or Need More Information. Paid plans allow you to create custom status values that match your workflow.
- Shopify Flow Integration: Notify staff, tag customers, and automate follow-up actions based on form submissions or status changes.
- Order Select Field: Allow logged-in customers to select an existing order from their order history. For customers who aren’t signed in, provide a field to enter their order number manually.
- Submission History and Communication Tracking: Keep withdrawal requests, internal comments, status changes, and related email communications organized in one place.
- Flexible Storefront Placement: Add your withdrawal request form to a dedicated Shopify page using the Simply Forms app block.
Example: Create a Withdrawal Request Form with Simply Forms
A typical withdrawal request form can include:
- Customer information: Name and email address.
- Order information: Select an existing order or enter an order number manually.
- Withdrawal declaration: A clear statement that the customer wishes to withdraw from the purchase.
- Additional details: Optional information relevant to the request.
- Confirmation: A clearly labeled action to confirm and submit the withdrawal request.
Once submitted, Simply Forms records the request. You can use Shopify Flow to send a personalized acknowledgment email and notify your staff for further processing.
Make Your Shopify Withdrawal Process More Flexible
Shopify’s built-in returns and cancellations provide a convenient solution for many merchants. But when your business needs a dedicated withdrawal page, custom fields, or more specialized workflows, Simply Forms offers additional flexibility without replacing your existing returns system.
Create a withdrawal request experience that works for your customers while keeping submissions, communication, and follow-up actions organized.
Get started with Simply Forms on the Shopify App Store.
Compliance note: Simply Forms provides tools to collect and manage withdrawal requests, but using a custom form does not automatically guarantee compliance with EU consumer protection laws. Merchants should ensure that their withdrawal process meets applicable requirements, including a clearly accessible withdrawal function, appropriate confirmation steps, and acknowledgment on a durable medium. Legal requirements may vary depending on the products, services, and circumstances involved.
Learn More
For a step-by-step example of automating acknowledgment emails, see Use Scenario 3 – Confirm a Withdrawal Request by Personalized Email in our Shopify Flow integration guide.
FAQ
1. Does Shopify support the EU right of withdrawal?
Yes. Shopify offers built-in self-serve returns and cancellations to help merchants manage withdrawal requests from EU customers. However, merchants who need custom fields, specialized workflows, or a withdrawal form that doesn’t require customer sign-in may benefit from using a form builder like Simply Forms.
2. Can customers submit a withdrawal request without signing in?
Yes. With Simply Forms, you can create a public-facing withdrawal request form that customers can access without signing in. Customers can enter their contact information and order number to submit a request.
For logged-in customers, the Order Select field makes it easier to choose an order from their purchase history.
3. Can I send automatic confirmation emails for withdrawal requests?
Yes. Simply Forms integrates with Shopify Flow to send personalized acknowledgment emails when customers submit withdrawal requests.
Using the Send transactional email action, you can include details such as the customer’s name, order number, withdrawal declaration, and submission date and time.
Learn more in our Shopify Flow integration guide.
4. Can I customize how withdrawal requests are processed?
Yes. Simply Forms allows you to track submissions using customizable statuses such as New, Under Review, Processed, and Need More Information, tailored to your business workflow.
You can also use Shopify Flow to notify staff and automate follow-up actions when a request is submitted or its status changes. The Send transactional email action lets you automatically notify customers of status updates.
5. Can I create withdrawal forms for digital products, services, or subscriptions?
Yes. Simply Forms supports conditional logic, allowing you to display different fields and information based on the type of purchase.
This is useful for merchants selling physical products, digital downloads, services, or subscriptions that may require different withdrawal procedures.
Keep in mind that EU withdrawal rights and exceptions vary depending on the type of contract.
6. Does Simply Forms replace Shopify’s built-in returns and cancellations?
No. Simply Forms is designed to complement Shopify’s native functionality.
You can continue using Shopify’s self-serve returns and cancellations for standard orders while offering a custom withdrawal request form for customers or situations that require additional flexibility.
7. Does using Simply Forms automatically make my store EU withdrawal compliant?
No. Simply Forms provides tools to collect, acknowledge, and manage withdrawal requests, but compliance depends on how you configure and operate your withdrawal process.
Merchants should ensure that their forms, confirmation steps, acknowledgment emails, and withdrawal procedures meet applicable EU consumer protection requirements.
8. Can I try a sample EU withdrawal request form?
Yes! Try our sample withdrawal request form on the Simply Forms demo store.
Use simplyforms as the storefront password to access the demo.