What this is, in plain terms
If you sell to consumers in the EU/EEA, the law requires your store to offer a "withdrawal function" — a way for a customer to cancel a purchase within their statutory withdrawal period. Guest checkouts, in particular, are widely understood not to be able to satisfy this with a login-only function, though that specific reading comes from secondary legal commentary rather than being spelled out word-for-word in the statute itself. Comeback provides a no-login form as a separate, dedicated flow ("Path B"), distinct from the regular returns portal, so guest buyers are covered either way.
We help you provide this function. We don't guarantee your store is legally compliant — that depends on your own configuration, your store's other legal notices, and facts about your business we can't know.
Turning it on
- The withdrawal link (labelled "Vertrag widerrufen" in German, "Withdraw from contract here" in English) appears automatically in your storefront footer once you ship to at least one EEA country and enable the app embed in your theme editor.
- It's on by default for EEA countries and can never be turned on for non-EEA countries — it's a legal-notice function, not a marketing feature, and we've built it to stay that way.
- You can toggle it off entirely in Settings, though doing so means your storefront no longer shows a withdrawal function and you become responsible for providing one another way.
How it works for your customer
- They click the footer link, no login required.
- Step 1: they enter their name, order number, email, and which items they're withdrawing from (all items are selected by default).
- Step 2: they review and click "Widerruf bestätigen" / "Confirm withdrawal" — the confirmation label described in the German statute (§ 356a BGB), which also allows equally clear wording.
- They see an on-screen confirmation, and we send them an acknowledgement email containing the full declaration, the date and time it was received, and a reference number.
If they're on a store with New Customer Accounts, the confirmation and email also mention they can sign in to choose an exchange instead — signing in is optional and doesn't affect whether the withdrawal itself is valid.
What happens on your side
- For fulfilled items, we create a return request in Shopify for you to review, tagged as coming from the withdrawal form.
- For unfulfilled items, no return is created — instead, the order is tagged
withdrawal-requestedand you're alerted to cancel or refund before shipping. - If the order number and email don't match an order (a typo, or a different store), we still accept and acknowledge the declaration rather than turning it away — refusing one just because it didn't auto-match would risk wrongly denying a genuine buyer their statutory right — and it appears in your queue as Unmatched, for you to investigate.
The withdrawal log
Every declaration is recorded in an append-only log, with timestamp, reference, name and email as typed, matched order (if any), and whether the acknowledgement email was sent. Entries aren't edited or deleted through the app in normal use — the only way one is removed is through a data-protection redaction request, which the app must honour by law. You can export it to CSV at any time, on every plan.
Export your log before you uninstall. It's deleted as part of our standard deletion process after uninstall, along with the rest of your shop's data — see Uninstalling & data deletion for the exact timing.
Your own responsibilities
Comeback supplies the statutory button/label wording and the acknowledgement email. It does not review or replace your store's own withdrawal policy, terms and conditions, or other legal notices — you're responsible for keeping those accurate and up to date elsewhere on your site.