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FAQ

Here you'll find answers to the most common questions around Revoq. If you can't find what you're looking for, just message us in the chat – we keep expanding this FAQ.


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General


What is Revoq?


Revoq is a Shopify app that embeds the electronic withdrawal function in your store – as required by EU Directive 2023/2673 from June 19, 2026. Learn more: What is Revoq?


What does Revoq do – and what does it not do?


Revoq handles: the legally required withdrawal form, storing withdrawal requests, sending receipt confirmations to customers, and – depending on plan and settings – automatic order tagging, holding or cancelling unfulfilled orders, and creating Shopify return requests.


Revoq doesn't handle: refunds, return labels, restocking, accounting, the final legal assessment of a withdrawal, or the functions of a returns portal, ERP, or warehouse management system. These steps remain part of your internal process.


Do I need Revoq if I'm not based in the EU?


What matters isn't where you're based, but who you sell to. If you sell to consumers in the EU, you're required to provide the electronic withdrawal function from June 19, 2026.


Does Revoq automatically make my store legally compliant?


No. Revoq provides the technical function. For full compliance, you also need an updated withdrawal policy, a mention of Revoq as a data processor in your privacy policy, and a clean internal handling process. Details: Go-Live Checklist


What happens if I set up Revoq after June 19, 2026?


From that date, your store will be missing a legally required function. The exact consequences depend on each EU country's market supervision authority – cease-and-desist letters are possible.


What trackers does Revoq install in my store?


None. Revoq doesn't install marketing pixels or retargeting trackers in your storefront. In the backend we use Crisp (support chat) and Sentry (error monitoring) – exclusively for operating the app.



Setup & Embedding


How do I embed Revoq in my store?


You have three options: a dedicated withdrawal page, a button in a theme section, or a floating button. Overview and recommendation: How to embed the withdrawal access


Dedicated page or Floating Button – what's better?


The dedicated withdrawal page is in most cases the most stable and cleanest setup – it's a full Shopify page, can be linked freely, and doesn't interfere with other elements of your shop. Recommended for most shops.


The Floating Button is a good addition or alternative for vintage themes, but can conflict with other floating widgets (chat, cookie banners) and appears globally on all pages.


Ideally, combine both: the dedicated page as the main entry point, the Floating Button as a backup.


Can I embed the form on a Shopify policy page (Refund Policy etc.)?


No. Shopify policy pages don't support app blocks. You need to create a separate page and embed the form there. On your refund/withdrawal policy page, you can add an additional link to the form page.


I can't see the Revoq app block in the theme editor.


You're likely using a vintage theme – older Shopify themes from before 2021 that don't support app blocks. Alternative: activate the Floating Button as an app embed. Guide: Embedding in Vintage Themes



This is a theme limitation. Two workarounds:


  1. Dedicated page + footer link: Set up a withdrawal page with the form block and link it as a menu item or button in your footer. Guide: Set up a dedicated withdrawal page
  2. Floating Button with custom trigger: Activate the Revoq Floating Button app embed, toggle "Hide floating button", and add the link #revoq-widerruf to a button in your theme. Clicking that button will then open the popup.


Does Revoq work with headless storefronts (Hydrogen)?


Not currently. Revoq supports classic Shopify Liquid themes and app embeds.


Where do I find the code to embed the form?


There's no copy-paste code and no embed snippet. The form is integrated exclusively through Shopify's Theme App Extension – directly in the theme editor via app blocks or app embeds.


Can I hide Revoq for specific countries or show it only to EU customers?


Not directly inside Revoq at the moment. Revoq doesn't currently include built-in country-, visitor-location-, or Shopify-Market-based visibility rules. If you only want to show the withdrawal option to EU customers, the recommended setup is a dedicated withdrawal page and then controlling the visibility of the footer/menu link through your Shopify theme, Shopify Markets setup, geolocation logic, or custom development. If you don't want a global button, disable the Floating Button.


What happens if I switch themes?


The app blocks need to be re-placed in the new theme. After a theme switch, the onboarding will walk you through the necessary steps again. The Floating Button needs to be re-activated as an app embed in the new theme.


Can I use Revoq in multiple stores?


Yes, but each store needs its own installation. Plan and settings are managed separately per store.



The Withdrawal Form


How does the form work for my customers?


Two steps: In step 1, the customer enters name, order number, and email. In step 2, they explicitly confirm the withdrawal. Only then is the withdrawal submitted – and the customer receives a receipt confirmation by email.


Can customers submit a withdrawal without logging in?


Yes. The law requires withdrawal to be possible without login. Verification happens via order number + email address. Learn more: Order Matching: Recognize Withdrawal Orders


Why does the order number show as "not found" during my test?


We match order number and email together. Both must belong to the same Shopify order. Common reasons:


  • The email address doesn't match the one used for the order (most common cause – not the missing # before the order number)
  • It's a Draft Order, not a regular order
  • Typo in the order number


What happens if the order is not found?


The withdrawal still goes through – the law doesn't require verification. Since Revoq can't load the order items automatically in this case, the form uses a manual flow: the customer describes the affected items themselves. This manual description is made available as a variable in email templates.


If you want non-verified withdrawals to be automatically blocked, that's available from the Professional plan. (Article will follow in EN soon)


Does the order number need to be a required field?


Legal grey area. Article 16a of the Consumer Rights Directive (as amended by Directive 2023/2673) allows identification details for the order, but doesn't explicitly say whether the order number can be a required field. When in doubt: deactivate under Settings → Form Settings → Fields.


Which fields does the form contain?


  • Name (optional depending on settings)
  • Order number (optional depending on settings)
  • Email address (always required)
  • From Essential onwards: optional withdrawal reason selection, if enabled


Can a customer withdraw individual items instead of the whole order?


Yes, from the Essential plan onwards. On the Free plan, the entire order is always marked. This is one of the main reasons to upgrade to Essential.


Can I adjust the withdrawal period?


Yes, from Essential. The period configured in Revoq determines how withdrawals are labelled in the dashboard. Guide: Adjust the Withdrawal Period. Note: the legal period comes from your terms and the EU Directive, not from the app setting.



Languages & Translations


Which languages are supported?


All 24 official EU languages are included from the Free plan onwards. The form and confirmation email automatically appear in the language the customer is using in your shop.


Do I need to maintain the translations myself?


No, not for the default texts. Those are fully translated. Only if you customize texts via the form editor (from Essential) do you need to maintain those per language.


What language is the confirmation email sent in?


In the language the customer was using in your shop. Fallback: your shop's default language.


I have a multi-language store (e.g. .com EN, .nl NL) – do I need to set anything up?


No. If you use Shopify Markets or Translate & Adapt, the form automatically switches to the correct language.


I have multiple separate stores (e.g. one for DE and one for DK). What do I do?


Each store needs its own Revoq installation. Within a single store, the app handles the language logic automatically.



Emails & Notifications


What does the customer receive after submitting a withdrawal?


A receipt confirmation by email – with the withdrawal details, a reference number, and the exact time of receipt. The email only confirms receipt, not the legal effectiveness of the withdrawal. Details: Withdrawal confirmation email: content & timing


Do I as the merchant get notified about new withdrawals?


Yes, available on all plans. Enable under Settings → Email Settings. Guide: Set up email notifications for new withdrawals


Can I send notifications to multiple email addresses?


Currently only one notification address is supported. Workaround: use a shared mailbox or a forwarding address in your mail server that multiple people can access.


A confirmation email was marked as "undeliverable" – what does that mean?


The withdrawal is still valid and is properly documented in the dashboard. An undeliverable confirmation email means the customer's mailbox didn't accept the message – typically due to a typo, a full mailbox, or a spam filter. More details: Confirmation email not delivered


I'm not receiving merchant notifications even though withdrawals came in.


No withdrawal is lost – all withdrawals are in the dashboard. When the notification email doesn't reach your inbox, it's usually due to spam filters, quarantine, or your own inbox rules. Step-by-step solution: Not receiving notifications about new withdrawals


Can I customize the confirmation email?


Yes, from the Essential plan onwards in the email editor. You can customize subject and content per language. Guide: Customize the Confirmation Email in the E-Mail Editor


Can I customize the merchant notification email?


Not currently. Only customer confirmation emails can be customized (from Essential).


Are emails sent from my own address?


By default no – the confirmation comes from confirmation@consumer-withdrawal.eu. On the Professional plan you can connect your own SMTP or Microsoft 365. Guide: Set up a custom sender domain


What does {reference} mean in the email template?


That's the unique reference number of the withdrawal. It helps you and the customer track the case. It's not legally required.



Withdrawals, Refunds & Automations


Does Revoq automatically refund customers?


No. Revoq never automatically refunds customers. Revoq records the withdrawal request and, depending on your plan, can help with order tags, holds, cancellations for unfulfilled orders, or Shopify return requests. The actual refund must be handled manually in Shopify or in your connected returns/accounting system.


Do I need to manually approve withdrawals?


Revoq records the withdrawal request and confirms receipt to the customer. Depending on your plan and settings, Revoq can also verify the order, check the withdrawal deadline, tag or hold orders, or create a Shopify return request. The final operational handling – refund, return approval, restocking, legal assessment – remains with you.


Where do I see incoming withdrawals?


In the Revoq dashboard under "Withdrawals". There you'll find a list with filters, status, and detailed view per withdrawal.


What happens to unfulfilled orders?


From Essential onwards, depending on your settings, Revoq can put unfulfilled orders on hold or cancel them on withdrawal. On cancellation, inventory is automatically restocked. Configurable under Settings → App & Automation. On Free, no automatic order changes happen.


What happens to fulfilled orders?


For fulfilled orders, Revoq doesn't automatically refund or restock. On Professional, Revoq can create a Shopify Return Request – approval, return label, intake, and refund then happen manually in Shopify.


Can Revoq automatically create a Shopify Return Request?


Yes, from Professional onwards. On a verified withdrawal, the app automatically creates a return entry in Shopify with the items selected by the customer. You then approve it in Shopify, issue the shipping label, and process the refund.


Does Revoq calculate the refund amount?


No. Revoq doesn't calculate final refund amounts, shipping refunds, discounts or volume rebates, bundles, subscriptions, or return shipping costs. These calculations stay in Shopify or your accounting system.


Can I exclude products from withdrawal?


Yes, from the Professional plan via Shopify product tags. Variant-level exclusion or exclusion based on line-item properties (e.g. "Monogram: Yes") is not currently possible.


Can I use Shopify Flow with Revoq?


From Essential, Revoq can automatically tag orders. Shopify Flow can react to these tags. A direct hand-off of the full withdrawal payload (e.g. selected items and quantities) to Shopify Flow is not currently implemented.


Does Revoq work with my returns portal or ERP?


Revoq provides signals – dashboard entries, merchant notifications, Shopify tags, and depending on your plan, return requests or order actions. How your connected systems react to those depends on your setup. There's no native ERP or returns portal integration at the moment.


Are customers notified about the progress?


For automatic Shopify Return Requests, further return communication is handled by Shopify according to your Shopify return settings and workflow.



Customization & Design


How do I change the button text?


In the Shopify theme editor. Select the Revoq button block and adjust the label in the block settings on the right.


Can I also rename the buttons inside the form ("Continue", "Confirm withdrawal")?


  • "Continue" button: No.
  • "Confirm withdrawal" button: Stays fixed, as it's legally required.



With a few lines of custom CSS in your theme. Guide: Highlight the footer link


Can I remove the "Powered by Revoq" branding?


On the Free plan, branding is shown by default. From Essential onwards, it's automatically hidden.



Legal & Compliance


Do I need to update my withdrawal policy?


Recommended yes. Add a note that customers can also exercise their right of withdrawal electronically through the online form, including a link to the form page.


Do I need to update my privacy policy?


Yes. Since Revoq processes personal data (name, email, order number), this belongs in your privacy policy – including a reference to the Data Processing Agreement (DPA).


Where do I find the DPA?


In the app under Settings → Data & Export → DPA. There you can read the agreement and accept it with one click.


Should I display the withdrawal policy on the form page?


Not strictly necessary. Better: a brief note on the form page with a link to your withdrawal policy and privacy policy. This keeps the page clean and uses your existing legal texts as the central source.


What happens if a customer outside the EU uses the form?


The form works worldwide. You then decide whether to process the withdrawal. If you only want to address EU consumers, you can hide the footer link market-specifically in your theme.



Plans & Billing


How much does Revoq cost?


  • Free (Starter): free
  • Essential: €9/month or €90/year
  • Professional: €25/month or €250/year


Detailed plan feature comparison: Plans overview (in preparation)


What's included in the Free plan?


The legally required withdrawal form, unlimited withdrawals, confirmation email to customers, all 24 EU languages, dashboard, DPA, and order matching – with Revoq branding.


What do I get additionally in the Essential plan?


  • Partial withdrawals (customers can select individual items)
  • Custom withdrawal period
  • Withdrawal reasons in the form
  • Customizable form and email texts per language
  • Custom sender name and reply-to
  • Automatic order tagging and hold/cancel automation
  • CSV export
  • No more "Powered by Revoq" branding


What do I get additionally in the Professional plan?


  • Custom sender domain via SMTP or Microsoft 365
  • Strict verification and deadline blocking
  • Product exclusion via tag
  • Automatic Shopify Return Requests
  • Customer Account / Order Status extension for order-related withdrawal access
  • Audit timeline and PDF export per withdrawal


Is there a trial period?


Yes, 14 days for Essential and Professional.


Can I cancel or downgrade at any time?


Yes. On downgrades, the new plan takes effect at the end of the current billing period.


What happens to my data if I uninstall the app?


On uninstall, all withdrawal data and settings are automatically deleted. If you want to archive data, make a CSV export before uninstalling (from Essential).



Issues & Errors


The withdrawal button doesn't appear in my shop.


  • Make sure you saved in the theme editor
  • Use an incognito window (bypass cache)
  • On vintage themes, only the Floating Button works → Embedding in Vintage Themes


The confirmation email doesn't reach the customer.


  1. Check the spam/junk folder
  2. Check your mail server's filter rules – emails from new senders are sometimes caught without landing in the visible spam folder
  3. Sender is confirmation@consumer-withdrawal.eu – search specifically for this sender


If the email is marked as "undeliverable" in the dashboard, the withdrawal is still valid – more context in the article Confirmation email not delivered


I'm not receiving merchant notifications.


See the "Emails & Notifications" section above (or read more here) – usually due to spam filters, quarantine (especially with Microsoft 365 / Google Workspace), or inbox rules.


During my test withdrawal, the order number isn't found.


Order number and email address must exactly match the Shopify order. Test orders must be real Shopify orders, not Draft Orders. More context: Order Matching


The form appears on the wrong page (e.g. "About").


The template was copied from an existing template. Solution: in the theme editor, open the eu-withdrawal template and remove all sections except the Revoq form block.


I switched themes – what do I need to set up again?


  • Re-place the app blocks (form block or button block) in the new theme
  • If used: re-activate the Revoq Floating Button app embed in the new theme
  • Check the footer link to the withdrawal page
  • If you used custom CSS for highlighting the link: re-add it

Updated on: 24/06/2026

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