Spotted the new "Withdraw from contract" button in your shop footer, or wondering what the new statutory withdrawal button means for you? This article explains how the button works for your customers, how you handle incoming withdrawals, and which two legal texts you should update.
How the withdrawal button works
Since 19 June 2026, online shops in the EU must provide a clearly visible withdrawal button. Tentary shows this function automatically in every shop of EU-based sellers. There is nothing for you to enable.
Your shop footer shows a highlighted Withdraw from contract button. When your customers click it, they reach a form and proceed as follows:
- They enter their order number and the email address of their order.
- Optionally, they add a different email address for the confirmation and a note.
- They submit the withdrawal with the Confirm withdrawal button.
Right afterwards, your customers receive a confirmation of receipt by email, including the date and time of receipt. You are notified by email about every incoming withdrawal in parallel.
Submitting the form is only a withdrawal declaration by your customers. It does not trigger a refund automatically. You review each withdrawal yourself and handle it as usual. A right of withdrawal also does not exist in every case, for example when a customer waived it for digital content.
Update your legal texts
The withdrawal button adds new mandatory information to two of your legal texts: your privacy policy and your cancellation policy. You have two options.
Option 1: Re-apply the template
If you use the Tentary templates, the additions are already included. Open your legal settings and re-apply the templates for the privacy policy and the cancellation policy.
Option 2: Add the paragraphs to your own texts
If you maintain your own legal texts, add the two paragraphs below.
Add this paragraph as a new section titled "Withdrawal of contracts" to your privacy policy:
Via the "Withdraw from contract" function, you can withdraw from a contract concluded through our website. In this process, we handle the order number you provide, the email address of your order, an optionally different email address for the confirmation of receipt, and optional notes. We additionally store the time of receipt and your IP address. The processing serves to handle and document your withdrawal and to prevent abuse. We only collect the data that is strictly necessary. The legal basis is Art. 6(1)(c) GDPR and, with regard to the IP address, Art. 6(1)(f) GDPR. The data is deleted as soon as it is no longer required for processing and no statutory retention or limitation periods prevent deletion.
Add this paragraph to your cancellation policy, right after the note about the model withdrawal form:
You can also exercise your right of withdrawal online via the "Withdraw from contract" button in the footer of our shop. If you use this online function, we will send you a confirmation of receipt on a durable medium (e.g. by email) without undue delay, including information about the content of your withdrawal declaration and the date and time of its receipt.
Handle incoming withdrawals
For every withdrawal, you receive an email at your Tentary account address. It contains the order number, the order email address, and any note. If the withdrawal could be matched to an order, the email links directly to that order. There you review and handle the withdrawal like a regular refund.
Frequently asked questions
Do I have to enable the withdrawal button myself?
No. For shops based in the EU, the withdrawal button is active automatically. It is not shown for sellers outside the EU.
Does a withdrawal trigger a refund automatically?
No. The button only records your customer's withdrawal declaration. You decide and handle yourself whether the withdrawal is valid and whether a refund is issued.
Which address are withdrawals reported to?
To your Tentary account email address, just like your sales notifications. The support address from your imprint is not used for this.
What happens if an order number is not found?
The withdrawal declaration is still recorded and reported to you. In this case no order is linked, and you match the withdrawal manually.
I use my own legal texts. Is adding the two paragraphs enough?
The two paragraphs cover the mandatory information newly required by the withdrawal button. We provide them as samples to the best of our knowledge, but this is not legal advice and we accept no liability. When in doubt, have your texts reviewed legally.
Can I hide the withdrawal button?
Yes. In your legal settings you'll find the "Withdrawal button" setting. You can choose between Automatic (shown in EU shops), Always show, and Always hide. Only hide the button if none of your products has a right of withdrawal. Whether that applies is your responsibility.
