1. What is the Withdrawal Request Form?
The Withdrawal request form is a dedicated section that lets customers submit a structured return or cancellation request directly from your store. It collects the key information you need - Order ID, request type, reason, and a description - and sends the submission through Shopify's native contact-form mechanism.
The section is designed to support EU Right of Withdrawal compliance, giving merchants a clear, on-brand intake form for return and cancellation requests without needing a third-party app.
2. Section Components
| Block | Description |
|---|---|
| Let customers fill in their email before submitting the form. | |
| Order ID | Let customers fill in their Order ID before submitting the form. |
| Request type | Let customers select a request type (e.g. Return, Cancellation). |
| Reason | Let customers select or enter a reason for their request. |
| Description | Let customers provide a written description of their request. |
3. Location & Setup
The Withdrawal request form is recommended on a dedicated page so you can link to it cleanly from Footer Withdrawal Link block and Withdrawal button.
- In Shopify Admin, go to Online Store > Pages and create a new page (e.g. "Withdrawal Request").
- Open the Theme Editor for that page: Online Store > Themes > Customize, then switch to the page template.
- Click "Add section" and select Withdrawal request form.
4. Highlight Features
- Structured intake fields - collects Order ID, Request type, Reason, and Description in a single form, giving you the context you need to process each request efficiently.
- Configurable required fields - mark any combination of fields as required, so customers can't submit an incomplete request.
- Designed to pair with the EU Right of Withdrawal feature set - works in tandem with Withdrawal button and the Footer Withdrawal Link block for a complete, connected returns flow.
5. Common Use Cases
🤔 How to set up the Withdrawal request form?
STEP 1: Create a dedicated page
In your Shopify Admin, go to Online Store > Pages and click "Add page". Give it a clear title such as Withdrawal Request or Returns & Cancellations. Save the page.
STEP 2: Add the Withdrawal request form section
Open the Theme Editor (Online Store > Themes > Customize) and switch to the page you just created. Click "Add section" and select Withdrawal request form.
STEP 3: Configure the form content
- Enter a Heading (e.g. Submit a Withdrawal Request).
- Add Text to explain the process to customers (e.g. Fill in the form below to request a return or cancellation. We will get back to you within 14 days.).
- Set a Button label for the submit button (e.g. Submit Request).
- Optionally update the Success message to match your store's tone.
STEP 4: Set which fields are required
For each form field (Order ID, Request type, Reason, Description), toggle Required ON or OFF based on what information you need. At minimum, enabling Order ID and Request type is recommended so you can process the request without having to follow up.
STEP 5: Link to this page from your other withdrawal touchpoints
Copy the URL of this page and use it as the Button link in the Floating Withdrawal button section and as the Link in the Footer Withdrawal Link block.
STEP 6: Click "Save" when done.
🤔 What happens after a customer submits the form?
When a customer submits the Withdrawal request form:
- The submission is processed through Shopify's native contact form mechanism - the same system used by Shopify's built-in Contact page.
- You receive the request as an email notification to your store's contact email address.
- The customer sees the Success message you configured in the section settings, confirming their submission was received.
⚠️ Known limitation: If your withdrawal request page contains another contact-style form (e.g. a Contact form section alongside the Withdrawal request form), a successful submission may trigger the success message of both forms at once. This is a Shopify platform limitation. To avoid this, place the Withdrawal request form on its own dedicated page with no other contact forms.
6. Support Information
Need help? Contact our support team at Omni Themes Support
