Managing withdrawal requests
Every withdrawal your shoppers send arrives in the withdrawal inbox, together with the proof of when it was received. You also get a notification email for each new request.
Open the inbox
In your Wix dashboard, open Apps → EU Shop Kit → Withdrawals. You can also click Open in EU Shop Kit in a notification email.
The tabs filter requests by status: All, Received, In progress, Refunded, Closed and Rejected. For each request, the list shows when it was received, the reference, the order number, the customer, the items (or Whole order), the withdrawal period and the status. Click a request to open it.
On the Free plan, the inbox shows the last 90 days. Older requests are still kept for your full retention period and become visible again when you upgrade.
Find a request
Type the customer’s full email address, the order number or the reference (for example WD-QMG50PQJ) in the search box. The search is exact and not case-sensitive. It covers every stored request, on every plan — including requests older than 90 days on the Free plan.
The request in detail
| Field | What it shows |
|---|---|
| Order verified / Not verified | Whether the order number and email address matched an order in your store. |
| Customer | Name and email address. Click the address to email the customer. |
| Received at | The exact date and time the withdrawal was received. |
| Period ends (estimated) | The estimated last day of the withdrawal period, marked Within the period, Possibly late — check delivery date or Unknown. See How the end of the period is estimated. |
| Withdrawal statement | The statement exactly as the customer confirmed it and received it by email. |
| Details provided by the customer | For requests that couldn’t be verified: what the customer wrote about the order. |
| Message from the customer | The optional message, if there is one. |
| Emails | Whether the confirmation was emailed to the customer, and whether you were notified. |
Requests that are not verified
Not verified doesn’t mean the request is invalid. It means EU Shop Kit couldn’t match the order number and email address automatically, for example because of a typo or because the customer used a different email address. Find the order in Wix using the details the customer provided.
Confirmation email not sent
The confirmation of a request that is not verified goes to whatever email address was typed in. To stop the form from being misused to send emails to strangers, EU Shop Kit limits these confirmations: at most 3 a day to the same address, 20 an hour per shop, and none while too many of them bounce. If a confirmation is held, the request shows Confirmation email not sent. The withdrawal itself is recorded as usual. If it’s genuine, confirm it to the customer yourself, for example by email, and keep a record.
Statuses
Use the status to keep track of each request. Change it under Change status in the request.
| Status | Use it when | Can change to |
|---|---|---|
| Received | The request is new. Every request starts here. | In progress, Refunded, Closed, Rejected |
| In progress | You’re handling it, for example while you wait for the goods to come back. | Refunded, Closed, Rejected |
| Refunded | You’ve refunded the customer. | Closed |
| Closed | The request is finished. This status is final. | None |
| Rejected | You’ve decided not to accept it, for example because it arrived after the period ended. | In progress |
Changing the status doesn’t email the customer and doesn’t refund anything. You make refunds in Wix or with your payment provider.
Internal notes
Add notes for your team under Internal note and click Save note. Customers never see them.
What you can’t change
The statement, the time of receipt and the customer’s details can’t be edited or deleted. They’re your proof of what the customer sent and when. Status changes and notes are logged. Requests are deleted automatically when their retention period ends.
What you need to do after a withdrawal
This is a short summary of the EU rules in Art. 13 and 14 of the Consumer Rights Directive. It isn’t legal advice, and national rules and exceptions can apply.
- Refund within 14 days. Refund all payments, including the cost of standard delivery, without undue delay and at the latest 14 days after you received the withdrawal.
- For goods, you can wait for the return. You may hold back the refund until you’ve received the goods back or the customer has shown proof of sending them, whichever comes first. This doesn’t apply if you offered to collect the goods yourself.
- The customer sends the goods back within 14 days of withdrawing.
How the end of the period is estimated
For goods, the 14-day period starts on the day after the customer receives the goods. If the order arrives in several parts, it starts after the last part arrives (Art. 9 CRD).
Wix records when an order is shipped, not when it’s delivered. So EU Shop Kit estimates:
Estimated end = shipping date + typical delivery time + 14 days
- You set the typical delivery time in Settings → Withdrawal button. It’s 3 days by default.
- If the last day falls on a Saturday or Sunday, the estimate moves to the following Monday. Public holidays aren’t taken into account.
- For services and digital content, the estimate is 14 days from the order date.
- The estimate shows Unknown when the order couldn’t be verified or, for goods, hasn’t been shipped yet.
If you ship an order in several parts, check when the last part arrived.
Before you reject a late request
Possibly late means the request arrived after the estimated end of the period. It’s only an estimate. Before you reject a request:
- check the real delivery date, for example in your carrier’s tracking;
- remember that a withdrawal sent before the period ends is on time (Art. 11a(5) CRD);
- remember that the period can be longer, for example up to 12 months longer if the customer wasn’t properly informed about the right of withdrawal (Art. 10 CRD).
Customers can also withdraw before the goods arrive.
If the confirmation email wasn’t delivered
If the confirmation can’t be delivered to the customer, or their email provider marks it as spam, the request shows Confirmation email not delivered.
The withdrawal is still valid. Confirm it to the customer another way, for example by phone or by post, and keep a record, for example in the internal note.
Export to CSV (Pro)
On Pro and Business, click Export CSV in the inbox to download your requests as a spreadsheet. The file contains the reference, time of receipt (UTC), status, order number, whether the order was verified, customer name and email, items, timing, estimated end of the period, the time the confirmation was sent (UTC) and your note. It includes your 1,000 most recent requests. Text that starts with =, +, - or @ gets an apostrophe in front, so spreadsheet apps don’t run it as a formula.
The file contains your customers’ personal data, so store it securely.
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Updated: ·Still stuck? Email us at support@eushopkit.com