Agent WranglersPAY-33Required EU law
Add the EU withdrawal button
For online contracts with EU consumers, offer a withdrawal function labelled "withdraw from contract here" or similar, for the whole withdrawal period. Add a confirm step and an emailed receipt.
Region
European Union (EU). The duty comes from the law there. The rule applies only when the project serves people there, and its Applies when also holds.
How to do it
Directive (EU) 2023/2673 added Article 11a to the Consumer Rights Directive, which has applied since 19 June 2026. The function asks only for the consumer's name, the contract and where to send the receipt. A second button, labelled "confirm withdrawal" or similar, sends it. Email a receipt at once with the content, date and time. It sits beside the cancel button, which only stops future renewals. Compute the period per contract. It runs 14 days from the contract for services and digital content, and from delivery for goods (Article 9). It runs up to 12 months longer when the withdrawal information was missing (Article 10). A consumer who asked a service to start within the 14 days pays for the part already supplied. Digital content loses the right only after express consent and acknowledgement before delivery. Pay the money back as Refund EU withdrawals within 14 days says.
How to check
A browser test buys a service as an EU consumer. Within 14 days it finds the button, confirms, and receives an email with the date and time. On day 15 the button no longer offers that contract. A unit test gives goods delivered 10 days after the order a period ending 14 days after delivery. A contract without withdrawal information gets 12 months and 14 days.
Sources
- Directive (EU) 2023/2673, Article 11a withdrawal function
- Consumer Rights Directive 2011/83/EU, Articles 9 and 10
Related rules
- PAY-59 Get consent before digital content or a service starts early in Payments and billing
- PAY-39 Refund EU withdrawals within 14 days in Payments and billing
- ECM-30 Give the withdrawal information before the order and in the confirmation in E-commerce and fulfilment
- ECM-31 Start the withdrawal period when the last item arrives in E-commerce and fulfilment
- SUP-16 Treat a withdrawal in a ticket as a legal request in Customer support
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