Activate the digital right of withdrawal feature and manage withdrawal cases

Make it easy for the customer to submit a notice of withdrawal and keep the receiving, processing, and refunding separate.

This guide is for store administrators in Go, Plus, and Pro. The digital right of withdrawal feature is available in all three plans. The legal requirement applies to distance contracts with consumers where a right of withdrawal exists; pure B2B trade is not covered by this consumer requirement. How the link is added depends on the active theme, language, and sub-store.

1. Understand the feature's scope

The rules on the digital right of withdrawal feature apply from June 19, 2026. The customer must be able to submit a notice that they are exercising their right of withdrawal via a clearly accessible online interface and receive a confirmation of receipt. The receipt shows that the message has been received, not that the store has approved the case. The terms and exceptions for the right of withdrawal must be assessed separately; this article does not imply that all purchases have a right of withdrawal or an automatically extended withdrawal period. See Konsumentverket’s information about the change (in Swedish).

2. Get the correct system page link

Place a clearly labeled link, for example "Cancel purchase", where the customer can easily find it throughout the withdrawal period. Check on both mobile and desktop, the correct sub-store, and public languages. A link only deep within the terms and conditions text is not sufficient if the feature is then difficult to find. The customer can also submit a clear notice of withdrawal in other ways; do not require a message already sent to be resubmitted through the form.

1. Select the store/sub-store where the customer shops.
2. Go to Pages → System pages → Cancel purchase.
3. Copy the address in the field URL. Use the generated address for the correct store and language; do not write your own assumed path.
4. Check the link in the public store. A disabled language can result in an inaccessible page even if a corresponding page works in the store's base language.

Option A: Built-in link in the older theme editor's footer

This path applies to themes that have the footer setting: Fabrikk from 1.6, Nordic/Hajde/Bountiful/Emporium/Trailblazer/Brew from 1.1, and Azalea from 1.2. Check the actual active version. TPL or another editor may have a different setup; in that case, use your own system page link according to option B and the correct editor.

1. Open Appearance → Themes → Edit the active theme → Content → Footer.
2. Turn on Link to right of withdrawal form. Adjust the link text if needed.
3. Save and check that the link is visible and goes to the correct form. In this footer layout, it is displayed next to the address details.

If the footer uses custom HTML blocks, for example in all four columns, add a regular text link in a suitable block according to option B. The absence of an address field does not prevent you from adding your own link.

Option B: Link on a custom page or in an HTML block

Copy the URL from the correct system page:

1. Open the page where the link should be, for example Pages → System pages → Terms & info.
2. Write a clear link text, for example, "To the withdrawal request form". Select it and choose the link icon.

Paste the system page URL into the link field, save the link, and then save the page.

Option C: Link in the menu

1. Copy the URL from Withdrawal request.
2. In the older theme editor, open Content → Menu. In Fabrikk, for example, the menu is located under Content → Header.
3. Under Menu items: select Add → Custom link, paste the URL, and enter a clear link title.
4. Add, save the theme, and check the public menu.

Repeat the check for each affected sub-store and public language. A theme change can alter the link's position; check again after the change.

3. How the customer submits their declaration of withdrawal

1. The customer opens the form and enters the order number and the email address associated with the order.

If the order number and email match an order, the system attempts to send an identification link. The first form does not yet create a withdrawal case. The customer follows the link, checks the information, writes their message, and submits the declaration of withdrawal.

The confirmation after the first form only means that the identification process has started. It does not confirm that the details matched an order or that the email was delivered. The identification link is valid for 24 hours; an expired link can be replaced with a new one. The link's validity period does not change the withdrawal period. In case of email problems, the customer needs to be able to contact the store directly to submit their message.

Upon actual submission, the link and order are verified, the declaration is saved, and then the system attempts to send a receipt to the customer and a notification to the store. An email error does not delete an already saved declaration. Therefore, distinguish between a missing email and a case that was never submitted.

4. Process in admin and handle the order separately

1. Open Orders → Withdrawal cases. New cases have the status New. Filter by, for example, All, New, Approved, or Denied.

Open Details, read the customer's message, and make notes on the processing.

Document the processing with the correct case status. The status change only affects the withdrawal case: it does not send an automatic decision email, cancel any order, or issue any refund. A valid withdrawal message submitted on time is not dependent on you later selecting Approved in admin. Assess any exceptions to the right of withdrawal separately and inform the customer of the outcome. Click the order number when you need to open the order and take the correct order or payment action.

5. Check emails, language, and common errors

• Identification email is missing: check the order number, the order's email address, spam folder, and the store's email sending settings. An initiated identification is not a submitted case.
• Receipt is missing: first check Withdrawal cases before the customer tries again; the declaration may have been saved despite the email error. If the case exists, ensure that the customer receives a readable and saveable confirmation of receipt without delay, stating what the message is about and when it was received.
• Wrong recipient/sender: open Settings → Email and use the withdrawal-specific sender/notification fields. The withdrawal-specific sender can be left empty to use the sender for order confirmations.
• Wrong language: the message text is based on the order's language, with the store's base language as a fallback. Also check that the public language is activated.
• 404 or missing link: get the current URL from the correct sub-store's system page and check the active theme and language. A link to another store or an inactive language should not be used.

Quick start

1. Get the withdrawal page's URL for the correct store and language.
2. Add a clear link in the correct active theme and check it publicly.
3. Understand the difference between identification and actual submission.
4. Ensure confirmation of receipt, process the case, and perform any order/payment action separately.

Subscription and access

The digital withdrawal feature is included in Go, Plus, and Pro. The built-in footer link depends on the theme and version; a system page link can be used when that setting is missing. The application of the legal requirement depends on the customer and agreement, not on the subscription.