Purpose: This article explains how to configure the Sendcloud return portal for EU withdrawal requests and what actions merchants must take outside Sendcloud to comply with the legislation.
This article explains what the law requires, what you can set up in Sendcloud to support this, and what stays on your side.
Related articles
→ How to set up your return portal
Why your return portal is the easiest way to handle this
The withdrawal right is new, but the hard parts — identifying the order, handling it without a login, sending a timestamped confirmation, routing the return— are exactly what your return portal already does. You're not building a compliance feature from scratch; you're switching on a reason and an email, and the engine you already use takes care of the rest for delivered orders.
That turns a legal obligation into a genuinely good customer moment:
- One flow, no dead ends. The customer lands in the same portal they'd use for any return — look up the order, confirm, done. No separate form, no email-customer-service, no waiting.
- Instant, automatic confirmation. The acknowledgement email fires the moment they confirm, with the date and time on it. The customer has proof in hand immediately, and the acknowledgement email is intended to support the durable-medium acknowledgement requirement under Article 11a without lifting a finger.
- Your rules, your policy. Withdrawal is just another reason your return rules react to — so you decide the fee (€0 for withdrawals), the return method, the refund option, all in the tooling you already configure. Compliance rides on top of your existing setup instead of sitting beside it.
- Still a retention moment. Because it runs through your portal, a withdrawal can offer the same exchange and store-credit options your customers already see on returns — so a change of mind can still turn into a kept sale.
In short: most webshops will scramble to bolt a withdrawal process onto their site before June. If you're already on the return portal, you mostly just need to turn it on — and your customers get a smoother experience than a bare compliance button would ever give them.
What stays on your side
Two things are your responsibility and sit outside Sendcloud.
The withdrawal button on your storefront
The law requires a clearly labelled withdrawal function (e.g. "Withdraw from contract here") on your website, available throughout the 14-day withdrawal period and easy for consumers to access and use. Link it to your Sendcloud return portal so withdrawals flow in. Building and placing the button is done in your shop, not in Sendcloud.
Your return policy and pre-contractual information
You must inform customers about the right of withdrawal and where to find the withdrawal function, before they buy. Update your return policy and checkout/order-confirmation information accordingly. Make sure you include it in the bottom of your return portal footer as well.
What to set up in Sendcloud
1. Enable the “Withdrawal request” return reason
Go to Returns > Return portal > Return reasons and enable the Withdrawal request return reason.
For new return portals, this is available as a standard reason. Existing return portals can add it manually.
2. Keep the withdrawal acknowledgement email enabled
When a customer confirms a withdrawal submission, Sendcloud automatically sends a confirmation email with the date and time of their request; this is intended to support the legal requirement to acknowledge receipt of a withdrawal declaration on a durable medium.
It's on by default; you can edit the wording.
If you would like a copy yourself, make sure to enable Email notifications in the return portal settings.
3. Optional: Create a return rule to waive the return fee
If withdrawal requests should not incur a return fee, you can create a return rule:
IF Return reason is Withdrawal request → THEN Return fee is €0
Place this rule above any other return fee rules to prevent it from being overridden.
For more info about return rules, click here.
4. Optional: Auto-approve withdrawal requests
If withdrawal requests are generally eligible under your business rules, you can add a rule to approve them automatically to simplify processing and keep your request queue clear. You'll still see and filter them by reason.
Good to know
Refund timing
The law requires refunds within 14 days of the withdrawal request; you may withhold the refund until the goods are returned or the customer proves they've sent them. Refunds are processed in your own shop/payment system — Sendcloud doesn't issue them.
Mixed orders
If a customer withdraws some items and returns others (for a different reason) in the same submission, the return fee applies to the whole return — it can't be split per item. Set your fee rule with that in mind.
Exempt products
Some products have no right of withdrawal (e.g. custom-made, sealed hygiene items once opened, perishables). Don't offer the withdrawal path for these. You remain responsible for determining whether any statutory exemption applies to your products.
Filtering withdrawal requests
You can filter returns by withdrawal reason across all return tabs. Click + add filter and select Reason: Right of withdrawal to quickly find withdrawal-related returns.
This can help you identify and manage withdrawal requests separately from other returns.
This article explains how to configure Sendcloud for the right of withdrawal. It's product guidance, not legal advice. You're responsible for your own compliance — including your storefront button, return policy, and pre-contractual information. For how the rules apply to your business, consult your own legal advisor. Official text of the directive: https://eur-lex.europa.eu/eli/dir/2023/2673/oj/eng