> ## Documentation Index > Fetch the complete documentation index at: https://enterprise-docs.bglobale.com/llms.txt > Use this file to discover all available pages before exploring further. # EU Right of Withdrawal- Configuring Your Order Emails for EU Shoppers ## Documentation Portal * * [Merchant Support Portal](/merchant-support-portal) * [|](#) * [Status Page](https://status.global-e.com/) * [Trust Center](http://trustcenter.global-e.com/) ### EU Right of Withdrawal — Configuring Your Order Emails for EU Shoppers **Applies to:** Merchants who sell to EU member states via Global-e **Section:** Legal & Compliance From 19 June 2026, EU Directive 2023/2673 (new Article 11a of the Consumer Rights Directive) requires online traders to provide EU consumers with a visible, dedicated withdrawal mechanism that is as easy to use as the original purchase process. The 14-day right of withdrawal is not new, but merchants must now make it actively and easily accessible — including from order emails. As your Merchant of Record (MOR) for EU transactions, Global-e is the "trader" under EU consumer law. This article explains how to make sure your order emails include the required Right of Withdrawal link, so EU shoppers can exercise their 14-day withdrawal right directly from the messages they receive. This guide has three parts. Complete the part(s) that apply to your setup: | Part | For | What you do | | ------------------------------ | -------------------------------------------------------- | ---------------------------------------------------------------- | | 1. Policy activation | All EU-selling merchants | Turn on the pre-built withdrawal policy in your returns platform | | 2. Customer Email Tool | Merchants using Global-e's Email Management tool | Add the withdrawal link to Global-e email templates | | 3. Shopify notification emails | Shopify merchants managing their own notification emails | Add the withdrawal link to Shopify customer notifications | **Tip:** You typically complete Part 1 (policy activation) plus either Part 2 or Part 3, depending on how your order emails are managed. #### 1 — Policy Activation Before the withdrawal link in your emails can route shoppers into a compliant flow, activate the pre-built EU Right of Withdrawal policy. To make compliance straightforward, Global-e has pre-built a ready-to-use EU Right of Withdrawal policy in your returns platform admin. It is configured to meet all directive requirements and is inactive by default — all you need to do is turn it on before 19 June 2026. ##### What's pre-built in your policy | # | Setting | Pre-configured value | | - | ---------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | 1 | **Eligibility window** | 14 days from delivery, scoped to EU destinations only. The 14-day countdown starts on the day of delivery; the right exists from the moment of purchase, so consumers can also withdraw before goods arrive. | | 2 | **Return reason** | "Order Withdrawal" — no follow-up questions, no media upload, no manual approval | | 3 | **Resolution** | Refund to Original Payment Method only — gift cards and exchange are disabled for this reason | | 4 | **Refund composition** | Item price + collected duties and taxes (DDP orders only) + original outbound shipping fee | | 5 | **Additional fees** | Restocking and return handling fees are prohibited on a withdrawal. Return shipping costs may be charged to the consumer only if you clearly disclosed this before purchase; otherwise the merchant covers them. | | 6 | **Confirmation email** | The legally required durable-medium acknowledgement is sent automatically when the RMA is created. | **Tip:** The pre-built Withdrawal policy is a new, additive rule — it runs alongside your existing return rules without modifying them. ##### Prerequisites * You sell to one or more EU member states via Global-e. * Admin-level permissions in your Global-e returns platform admin (ReturnGO). ##### Step 1: Activate the pre-built return reason 1. In your returns platform admin, go to **Settings > Return Reasons**. 2. Locate the return reason named **Order Withdrawal**. 3. Click the return reason to open it. 4. Toggle **Display reason** to **ON**. 5. Click the save icon. 6. Drag the new return reason to the top of your list of return reasons. ##### Step 2: Activate the pre-built policy 1. In your return platform admin, go to **Settings > Return Policy**. 2. Locate the rule named **EU Right of Withdrawal**. 3. Click the rule to open it and review the pre-configured settings (recommended). 4. Toggle **Activate Policy Rule** to **ON**. 5. Click the save icon. The policy is now live. EU shoppers who select Order Withdrawal within 14 days of delivery are automatically routed through the compliant withdrawal flow. **Want to customize?** The rule is fully editable, but do not remove directive-required settings (e.g. OPM-only resolution or the 14-day window). Note that "final sale" / "non-returnable" tags do not exempt items from the statutory right of withdrawal. #### 2 — Customer Email Tool (Email Management) **Applies to:** Merchants using Global-e's Custom Email Tool (Email Management) to send order emails. **What:** Add a Right of Withdrawal link to your Global-e email templates so EU customers can exercise their 14-day withdrawal right. ##### Prerequisites * Email Management active for your account * Basic HTML editing skills **Path:** Global-e Merchant Portal → Configuration → Email Management ##### Email types to update * Order Confirmed * Order Dispatched * Order Dispatched Partially * Order Delivered to Store ##### Steps **Step 1: Open Email Management** Log in to the Global-e Merchant Portal → Configuration → Email Management. **Step 2: Select the email type** Use the Email Type dropdown and pick one. **Step 3: Download the current HTML** Template (HTML) → Download Current. Save the .html file and open it in your HTML editor. **Step 4: Download text resources (optional)** If you want to translate the link label to other languages: * Text Resources (Excel) → Download Current * Add a new line: ResourceKey = TR\_withdrawal\_label, e.g. English – United Kingdom = Withdraw this order (or your preferred wording) * Add translations in the appropriate language columns. **Step 5: Edit the HTML** How the link works: * The placeholder WithdrawalUrl is the URL — Global-e fills this dynamically per order. * The link text is what the shopper sees (e.g. "Withdraw this order"). * You combine them in an anchor tag. Place the link in the footer area of the email template, using the withdrawal placeholder together with the \{\{TR\_withdrawal\_label}} text resource. * Do not: Remove MoR legal text * Do not: Use a hardcoded URL instead of the placeholder. **Step 6: Upload the HTML** Template (HTML) → Upload New… → your edited file. If you changed Text Resources, Upload New… the Excel file too. **Step 7: Save draft and preview** Stay in Draft → Save Changes → Preview an Order using an EU ship-to Order ID. Check Desktop and Mobile previews. **Step 8: Send test email** Send Test → your inbox. Click the withdrawal link and verify it works. **Step 9: Publish** Publish / Publish Changes → confirm Published for that email type. **Step 10: Repeat** Repeat Steps 2–9 for all email types listed above. #### 3 — Shopify Notification Emails **Applies to:** Shopify merchants who manage their own notification emails (not using Global-e email templates). **What:** Add a Right of Withdrawal link to your Shopify notification emails so EU customers can exercise their 14-day withdrawal right. ##### Prerequisites * Shopify Admin access * Basic HTML editing skills * Your withdrawal page URL (provided by your CSM for Global-e Retail, or from your external return vendor) ##### Email types to update * Order confirmation * Shipping confirmation * Shipping update * Delivery confirmation (if applicable) ##### Steps **Step 1: Open Shopify email templates** Shopify Admin → Settings → Notifications → Customer notifications → select the email to edit. **Step 2: Select email type and edit code** Select the email template, then click Edit code. **Step 3: Add withdrawal code at the top of the file** Choose one of the two options: * **Option A — Show link for ALL countries:** Insert the withdrawal code block at the top of the file and replace [https://YOUR-WITHDRAWAL-URL-HERE](https://YOUR-WITHDRAWAL-URL-HERE) with your withdrawal page URL. * **Option B — Show link only for specific countries (recommended):** Insert the country-conditional code block at the top of the file. The example shows DE, FR, IT — replace with the countries you need. EU/EEA country codes: AT, BE, BG, CY, CZ, DE, DK, EE, ES, FI, FR, GR, HR, HU, IE, IS, IT, LI, LT, LU, LV, MT, NL, NO, PL, PT, RO, SE, SI, SK, XI Replace [https://YOUR-WITHDRAWAL-URL-HERE](https://YOUR-WITHDRAWAL-URL-HERE) with your withdrawal page URL: * Global-e Retail solution (ReturnGO or Legacy Portal): Your CSM will provide this link. * External return vendor: Use the withdrawal link from your vendor. To change the link text, replace Withdraw this order with your preferred label. **How it works:** The system checks the shipping country first. If shipping country is not available (e.g. digital orders), it falls back to billing country. **Step 4: Add the link to the email footer** This is the same for both options. Search for footer\_\_cell in the template. Inside the footer, after disclaimer\_\_subtext, add the withdrawal link code using the \{\{ withdrawal\_label }} value. **Step 5: Save and repeat** Click Save. Repeat Steps 1–4 for all four email types listed above. ##### Testing checklist * EU ship-to order: link appears in email * Non-EU order: link does not appear (Option B) or appears (Option A) * Link opens correct withdrawal page * All four email types updated