The idea:
Withdrawing from a contract in an online shop must be just as easy as making the purchase.
If an item can be purchased online or a contract can be concluded online, it should be just as easy to withdraw from it.
Customers should no longer be required to write an email or search for a form; instead, they should be able to declare the withdrawal directly via the retailer’s website with a simple click. No downloading of apps, no hidden menus, no obstacles.
The regulation applies to B2C trade, meaning online shops that sell to private customers.
B2B shops that are intended exclusively for businesses are not affected.
Also applicable to the trade of goods
EU Directive 2023/2673 originally comes from the area of online financial services. However, the rule on the withdrawal button has been incorporated into existing EU consumer law in such a way that it applies to all online shops, not just to financial products. Anyone who sells goods or services to private customers via a website will therefore have to provide a withdrawal button in the future.
For you as the operator of an online shop,
this means that the corresponding functions must be integrated into your online shop in time by June 19, 2026.
Requirements for the withdrawal button:
The button must be clearly visible and easily accessible during the statutory withdrawal period (usually 14 days). The directive requires a two-step process:
First, customers click on a button labelled “Withdraw from contract” or similarly clear wording. This opens a short form with the following details for confirmation:
- Name of the consumer
- Contract identification (e.g., order or contract number)
- Contact details for receiving the confirmation of receipt (e.g., e-mail address)
The directive deliberately limits the requested information to these three points to keep the process simple.
After that, customers confirm the withdrawal via a second button labelled “Confirm withdrawal”. Only this click makes the withdrawal legally binding. Providers must then immediately send a confirmation of receipt by email or on another durable medium. This must include the content of the withdrawal declaration as well as the date and time of receipt.
Withdrawal button in Drupal-based online shops:
At the moment, Drupal Commerce is not offering any options for integrated withdrawal buttons. Therefore, we have created an issue for Drupal Commerce on this topic. Until it is resolved, online shop operators will have to rely on an individual solution.
A practical solution:
- Display the withdrawal button in the order overview
- Clicking the button pre-fills the withdrawal form with the contract details (name, order number, date)
- The customer confirms the withdrawal via the “Confirm withdrawal” button
- A confirmation of receipt is sent to the customer—with the content of the withdrawal declaration as well as the date and time of receipt
- The retailer is informed via an entry in the CRM, email, or a withdrawal list in the online shop
