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FAQ – Common issues and solutions

Period and withdrawal option​

When does the 14-day withdrawal period start?​

The period starts on the day after receipt of the last item. For partial deliveries it starts the day after receipt of the last delivery. If no exact receipt date is available, the app uses an estimate (ship date + delivery buffer, configurable in Settings).

Customer sees “Withdrawal not possible” / period expired​

  • The 14 (or 21/30) days have passed since receipt of the last item.
  • Check in Settings the selected period and withdrawal notice: If you do not provide a valid withdrawal notice, the period is 12 months + 14 days; the app may still show “not possible” if that period is also exceeded.
  • On the withdrawal detail page or in the dashboard you can usually see whether the period was calculated and how many days remain.

“Withdrawal not possible” – Order already cancelled / all returned​

If the order is already fully cancelled or all items have been returned/refunded, the app does not allow another withdrawal request. The customer sees an appropriate message.

Error or timeout when submitting the withdrawal​

The app checks the current order status with Shopify on each withdrawal request (live check). With temporary issues (e.g. high load or short network problems on Shopify’s side) the request is retried automatically. The customer can try again after a short wait. If the error persists, check Shopify’s status page or your shop’s connection to Shopify.

Form and theme block​

The withdrawal form does not appear on the storefront​

  • Block added? In the Theme Editor check that the “EU Withdrawal Form” block is added to a section on the desired page and saved.
  • Correct page? The block must be on the page the customer opens (e.g. “Withdrawal” or “Contact”). Check navigation and link.
  • Access/subscription: The app must be enabled for your shop (active plan). Open the app once in Admin (e.g. Dashboard) so the access status (metafield subscription_tier) is updated. Without valid access the form is hidden.

Theme Editor shows “Block restricted” / form not visible​

This usually means no valid plan is detected (free tier expired, payment issue, etc.). Open the app in Admin and check plan/pricing (see Pro and Plus features).

B2B and product exclusion​

Orders with a certain tag should be excluded from withdrawal​

In Settings (Pro/Plus) you can set a B2B tag (e.g. b2b or company-order). All orders with this tag are excluded from the withdrawal form – the customer sees a message that withdrawal is not possible.

Certain products should be excluded from withdrawal​

Use product exclusion via the “EU Withdrawal Exclusion” block on the product page in Shopify Admin or the “Excluded from right of withdrawal” metafield (namespace: legal, key: withdrawal_exclusion). In the app under Withdrawal guide you will find instructions for the product exclusion block and categories. Details: Product exclusion.

Order contains only personalized items – withdrawal rejected​

If all products in the order are marked as “excluded from right of withdrawal” (e.g. personalized items), the app rejects the withdrawal. For mixed orders only non-excluded items are withdrawn/cancelled or returned.

Partial withdrawal (Plus)​

Customer cannot select individual items​

Line-item selection (partial withdrawal) is only available with a Plus plan. Check in Pro and Plus features whether your plan includes Plus, and in Settings whether “Enable partial withdrawal” is on.

Emails​

Emails not arriving​

  • Check spam/junk.
  • Check the email address in app settings or the shop’s notification address.
  • For Plus with custom SMTP: Check host, port, user, password, and SSL/TLS in Settings; check logs with your email provider. Common issues: wrong port (e.g. 587 for TLS), wrong password, sender not allowed.

Customer did not receive confirmation​

  • In Settings check that Customer emails are on.
  • Customer should check spam/junk and whitelist the sender if needed.
  • With custom SMTP (Plus): Check delivery and bounces with your provider.

Customer email says “This withdrawal was recorded by our team” – what does that mean?​

The withdrawal was created via “Create withdrawal” in the app (e.g. after a withdrawal by phone or email), not via the storefront form. The email informs the customer; the reason you entered is included. On the withdrawal detail page the timeline shows “Created manually” and the reason at the “Withdrawal” step.

Admin: order detail page​

“Withdrawal requests” card or button missing on order detail page​

  • The admin block extension (card) and action button are only available with Pro or Plus. Check your plan (see Pro and Plus features).
  • Open the app once in Admin (e.g. Dashboard) so extensions and permissions load.
  • In test/development: Ensure app extensions are deployed for that environment.

Return and refund​

Who sends the return label to the customer?​

After a return is created in Shopify, Shopify sends the return email with label and instructions (if configured in Shopify). The app only creates the return; label generation and return email are handled by Shopify or your shipping settings.

How long does the refund take?​

Refund timing depends on your payment method and processes in Shopify (e.g. after the return is received). The app can show status “Return created” or “Refunded”; the actual credit to the customer’s account is done via Shopify/payment provider.

Email verification and status​

Email verification – customer does not receive code/link​

If email verification is enabled in Settings, guests must verify their email (by code or link). Check spam/junk; the app’s sender address may need to be whitelisted. If problems continue, temporarily disable email verification or contact support.

What do the statuses in the dashboard filter mean?​

The filters use the four withdrawal states: Received/Validated, Rejected, In progress/Active (e.g. return created, refund pending), Completed. You can filter by processing stage.

Multilingual​

Are form and email texts available in multiple languages?​

The app supports multiple languages (including all EU languages) for the storefront form and emails. The language shown depends on theme locales and app configuration. Details are in the app interface or technical documentation (locales).

Further help​