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FAQ – Common Issues and Solutions

Deadline and Right of Withdrawal​

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 partial delivery. If no exact receipt date is available, the app uses an estimate (shipment date + delivery buffer, configurable in Settings).

Customer sees "Withdrawal not possible" / Deadline expired​

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

"Withdrawal not possible" – Order already cancelled / all items 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 receives a corresponding message.

Form and Theme Block​

The withdrawal form does not appear on the storefront​

  • Block added? In the Theme Editor, check whether 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 visits (e.g. "Withdrawal" or "Contact" page). Check navigation and link.
  • Access/Subscription: The app must be activated for your shop (active subscription). 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 blocked" / Form not visible​

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

B2B and Product Exclusion​

Orders with a specific 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 Metafield "Excluded from right of withdrawal" (Namespace: legal, Key: withdrawal_excluded). Details: Product Exclusion.

Emails​

Emails are not arriving​

  • Check spam/junk folder.
  • Verify email address in app settings and the shop's notification address.
  • For Plus and custom SMTP: Check host, port, user, password and SSL/TLS in Settings; check logs at your email provider if needed.

Customer did not receive confirmation email​

  • In Settings check that customer emails are enabled.
  • Customer should check spam/junk and whitelist the sender if needed.

Further Help​