New EU Requirement: Online Withdrawal Function for e-shops from June 2026
From 19 June 2026, online stores operating in the EU will need to comply with a new requirement introduced by Directive (EU) 2023/2673.
According to the new rules, traders that conclude distance contracts through an online interface will need to provide consumers with an easy-to-access electronic withdrawal function. In simple terms, customers must be able to submit a withdrawal request online, within the legal withdrawal period, through a clear digital process.
For eCommerce businesses, this is more than a legal update. It is a change that affects the post-purchase experience and the way customers manage returns, cancellations or withdrawal requests online.
What is the online withdrawal function?
The online withdrawal function is a digital mechanism that allows consumers to exercise their right of withdrawal directly through the e-shop or website.
Although it is often referred to as a “withdrawal button”, the requirement is not limited to adding a simple button. The customer should be able to access the function easily, submit the required information and confirm the request before it is completed.
After the request is submitted, the business must also send confirmation of receipt to the customer on a durable medium, such as email.
The goal is to make the process simple, transparent and easy to complete within the same digital environment where the purchase or contract was made.
Who does it affect?
The requirement applies to traders that conclude distance contracts with consumers through online interfaces, including websites and eCommerce stores.
Although Directive (EU) 2023/2673 also refers to financial services concluded at a distance, the electronic withdrawal function also affects contracts for goods, services and digital content where the right of withdrawal is provided by EU consumer law.
What will e-shops need to provide?
A compliant online withdrawal journey should be easy for customers to find and simple to use.
In practice, e-shops should be prepared to provide:
This means that the withdrawal process should not be hidden inside complex support pages or depend only on manual email communication.
Why this matters for eCommerce businesses
The new requirement affects both compliance and customer experience.
A clear online withdrawal process helps customers understand their options and gives businesses a more structured way to receive and manage withdrawal requests. It can also reduce manual work, improve transparency and support a smoother post-purchase experience.
Preparing early can help businesses:
Is your e-shop ready?
With the new requirement coming into effect on 19 June 2026, now is the right time to review your current process and identify what needs to change across your eCommerce journey, from order history and customer account areas to forms, email automations and internal workflows.
Make your online withdrawal process clear, compliant and easy for your customers to use.
For more information about Directive (EU) 2023/2673, you can visit the official EUR-Lex page here.
Get in touch with Lighthouse to learn more.
According to the new rules, traders that conclude distance contracts through an online interface will need to provide consumers with an easy-to-access electronic withdrawal function. In simple terms, customers must be able to submit a withdrawal request online, within the legal withdrawal period, through a clear digital process.
For eCommerce businesses, this is more than a legal update. It is a change that affects the post-purchase experience and the way customers manage returns, cancellations or withdrawal requests online.
What is the online withdrawal function?
The online withdrawal function is a digital mechanism that allows consumers to exercise their right of withdrawal directly through the e-shop or website.
Although it is often referred to as a “withdrawal button”, the requirement is not limited to adding a simple button. The customer should be able to access the function easily, submit the required information and confirm the request before it is completed.
After the request is submitted, the business must also send confirmation of receipt to the customer on a durable medium, such as email.
The goal is to make the process simple, transparent and easy to complete within the same digital environment where the purchase or contract was made.
Who does it affect?
The requirement applies to traders that conclude distance contracts with consumers through online interfaces, including websites and eCommerce stores.
Although Directive (EU) 2023/2673 also refers to financial services concluded at a distance, the electronic withdrawal function also affects contracts for goods, services and digital content where the right of withdrawal is provided by EU consumer law.
What will e-shops need to provide?
A compliant online withdrawal journey should be easy for customers to find and simple to use.
In practice, e-shops should be prepared to provide:
- a clearly visible electronic withdrawal function,
- simple wording that explains the process,
- a digital form or flow where the customer can submit the request,
- immediate confirmation of receipt, usually by email,
- a process that does not make withdrawal more difficult than the original purchase.
This means that the withdrawal process should not be hidden inside complex support pages or depend only on manual email communication.
Why this matters for eCommerce businesses
The new requirement affects both compliance and customer experience.
A clear online withdrawal process helps customers understand their options and gives businesses a more structured way to receive and manage withdrawal requests. It can also reduce manual work, improve transparency and support a smoother post-purchase experience.
Preparing early can help businesses:
- reduce legal and operational risk;
- improve clarity across the customer journey;
- create a smoother returns and withdrawal experience;
- reduce manual handling of requests;
- manage confirmation emails and records more effectively;
- build greater trust with customers.
Is your e-shop ready?
With the new requirement coming into effect on 19 June 2026, now is the right time to review your current process and identify what needs to change across your eCommerce journey, from order history and customer account areas to forms, email automations and internal workflows.
Make your online withdrawal process clear, compliant and easy for your customers to use.
For more information about Directive (EU) 2023/2673, you can visit the official EUR-Lex page here.
Get in touch with Lighthouse to learn more.
