After a customer confirms a withdrawal, Revoq automatically sends a confirmation email to that customer. This email is a receipt confirmation and part of the electronic withdrawal flow required under EU Directive 2023/2673.

When the email is sent

The confirmation email is sent after the customer explicitly confirms the withdrawal in the second step of the form.

This matters: Revoq does not send the email when the customer only enters their name, email address, or order number in the first step. The email is only triggered after the customer reviews the details and finally confirms the withdrawal.

At that point, Revoq records the receipt timestamp and starts sending the confirmation email. The email is sent without undue delay after confirmation.

What the email contains

The email includes the key information about the submitted withdrawal. This includes:

• customer name
• customer email address
• order number
• linked products, if Revoq finds a matching Shopify order through Order Intelligence
• unique withdrawal reference
• receipt timestamp with date and time
• shop name

The email confirms only that the withdrawal was received. It does not confirm that the withdrawal is legally valid. That distinction matters because you as the merchant still need to review and process the withdrawal internally.

Which language the email uses

By default, Revoq uses the language the customer is browsing in. This language is stored as customerLocale and used for the confirmation email.

If no suitable customer language is available, Revoq falls back to the shop locale. Revoq supports 24 EU languages for the form and confirmation email.

Who appears as the sender

The displayed sender depends on your plan:

Free plan: The email is sent through the standard sender. The sender email is shown as confirmation@consumer-withdrawal.eu.

Essential and above: You can configure your own sender name and reply-to address. This lets customers reply to an address that belongs to your shop.

Professional and above: You can set up a custom sender domain and send confirmation emails through SMTP or Microsoft 365.

You can learn more in Set up a custom sender domain.

Receipt confirmation vs. validity confirmation

This distinction is practical: a customer can submit a withdrawal, but you still need to review it afterwards. For example, deadlines, product type, order status, or internal handling rules may matter.

Revoq supports you in documenting the receipt in a structured way. The decision and further processing remain with you.

Can I customize the email?

Free plan: Revoq uses a standard template. This template cannot be customized and includes visible Powered by Revoq branding.

Essential and above: You can customize the subject and body of the confirmation email per language in the email editor. Revoq branding is not shown in these plans.

You can learn more in Customize the confirmation email in the email editor.

What if the email does not arrive?

The most common reasons are:

• The email landed in the customer’s spam folder.
• The customer entered their email address incorrectly.
• The customer’s mail server rejected the email.

In the Free plan, Revoq sends the email through Resend, a secure delivery infrastructure for transactional emails. In the Professional plan, a custom sender domain can use SMTP or Microsoft 365; if sending fails, Revoq can fall back to the standard sender.

A detailed guide will be available later in Troubleshoot confirmation emails.

Next steps

If you are setting up Revoq, send a test email to your own address during setup. This lets you see what the customer receives.

After that, go through the Go-live checklist to make sure your withdrawal access, email, legal texts, and internal process fit together.

Updated on: 10/06/2026