1. What is Withdrawal request form?
Withdrawal request form is a pre-built form section that lets customers submit a return or cancellation request directly from your storefront - no account required. It's designed to help merchants meet EU right of withdrawal requirements, working alongside the guest link used by the Header, Footer, and Overlay Withdrawal request touchpoints.
Once submitted, the request is emailed directly to you for manual review and processing.
2. Section Components
| Section | Withdrawal request form | Displays a form for guests to submit a return or cancellation request, made up of 4 default field blocks. |
|---|---|---|
| Default blocks | Order ID | Text input for the customer's order number. |
| Email input, always required to submit the form. | ||
| Request type | Radio choice between Return and Cancel. | |
| Description | Text area for details, with separate helper text shown for Return vs. Cancel requests. |
⚠️ Note: This section ships with exactly these 4 blocks. The block count is capped at 4/4 - no other block types can be added, and none of the four can be duplicated.
3. Location & Setup
To add the Withdrawal request form section:
- Open the Shopify Theme Editor (Online store > Themes > Customize).
- Navigate to the page you want to use for return/cancellation requests (most merchants create a dedicated page for this).
- Click "Add section".
- Select "Withdrawal request form".
- Click "Save" when done.
⚠️ Note: This is the page you should point the Link setting to in the Header, Footer, and Overlay Withdrawal request blocks, so guests without an account always have somewhere to go.
4. Highlight Features
- Lets guests submit a return or cancellation request without needing to sign in or create an account.
- Order ID and Email fields tie every request to a specific order.
- A Request type toggle (Return/Cancel) adapts the Description field's helper text automatically.
- Submissions are emailed directly to you for manual review - no extra app required.
- Optional image, plus full control over text, button, and color scheme to match your brand.
5. Common Use Cases
🤔 How to set up the Withdrawal request form section?
Don't know where to start with the Withdrawal request form section? Follow this:
STEP 1: Add the section
At your desired position, click "Add section" and choose Withdrawal request form.
STEP 2: Set up the form content
Under Form, adjust:
- Heading - default: "Withdrawal request form".
- Heading size (Small/Medium/Large, default Medium) and Heading tag (for SEO purposes, default H2).
- Text - supporting text below the heading. Default: "Log in to return or cancel your order faster in Order page, or fill in the form below."
- Form content alignment - Left, Center (default), or Right.
- Button label (default: "Send request"), Button size (default Medium), and Button style (Primary default, or Secondary).
- Success message - shown after a request is submitted. Default: "Thank you! Your request has been received. We'll get back to you as soon as possible."
STEP 3: (Optional) Add an image
Under Image, upload an image to display alongside the form. Once an image is set, additional settings appear for Image position (Left/Right) and separate Desktop and Mobile image height options.
STEP 4: Adjust the section layout
Under Section layout, set the Section width (default Page width), Top & Bottom padding (default 28px each), and toggle Show section divider. Under Colors, set a Color scheme for light and dark mode.
STEP 5: Click "Save" when done.
🤔 How to customize the Order ID, Email, and Request type fields?
- Order ID - edit the Label (default: "Order ID") and toggle Mark as required (default ON).
- Email - edit the Label (default: "Email"). This field is always required to submit the form and can't be toggled off.
- Request type - edit the Label (default: "Request type"). The two options themselves, Return and Cancel, aren't editable text - only the field's label can be changed.
⚠️ Note: The Email field also validates format on submit - an empty or invalid email blocks the request from being sent.
🤔 How to customize the Description field and its Return/Cancel helper text?
Click on the Description block to adjust:
- Label - default: "Description".
- Mark as required - toggle on to require this field (default OFF).
- Return helper text - shown when Request type is set to Return and the field is empty. Default: "Please list the item(s) you want to return and the reason (e.g. wrong size, damaged, changed mind). You can return part or all of your order."
- Cancel helper text - shown when Request type is set to Cancel and the field is empty. Default: "Please describe the reason why you want to cancel this order."
⚠️ Note: If you remove the Request type block entirely, neither helper text appears under Description, since there's no longer a selected request type to base the message on.
🤔 How does this form relate to the logged-in Order page flow?
This section is built for guests - customers without an account, or who prefer not to sign in. Logged-in customers can still use it, but Maximize's default Text setting nudges them toward the faster, self-serve option instead: "Log in to return or cancel your order faster in Order page, or fill in the form below."
Once a guest submits the form, you (the merchant) receive the request by email and handle it manually - there's no automatic order update tied to this form.
6. Change logs
Version 2.0.0 - August 2026
- New – Withdrawal request form section: Introduced in this release, letting guests submit a return or cancellation request via Order ID, Email, Request type, and Description fields - with the request emailed directly to the merchant. Helps merchants meet EU right of withdrawal requirements.
7. Support Information
Need help? Contact our support team at Omni Themes Support
