Features / Web, iOS, Android

Withdrawal button

A new mandatory feature of every online shop and app that sells at a distance. In the EU from June 2026, in Czechia from January 2027. Two buttons and a confirmation with date and time.

Laws
4 laws
Platforms
Web, iOS, Android
Updated
Status
Draft, awaiting review by the attorney

What to solve

  • Throughout the withdrawal period the customer must have a “Withdraw from contract” button at hand, then a second “Confirm withdrawal” button, and straight away a confirmation with date and time.

    • The button in the account and also without signing in, for example from the order e-mail
    • Pre-fill what you already know
    • Send the confirmation e-mail straight away

    Into UX: The button must not hide in the footer or behind a sign-in.

    Where it comes from

    Consumer Rights Directive 2011/83/EU (as amended by the Omnibus Directive 2019/2161), Art. 11a of Directive 2011/83/EU as amended by Directive (EU) 2023/2673, s. 1830a of the Czech Civil Code

    Whoever concludes contracts through an online interface where the consumer has a right of withdrawal must give them a withdrawal function. A prominent button labelled “withdraw from contract here” or with equally unambiguous wording, available throughout the withdrawal period, then a second button “confirm withdrawal”, and without undue delay a confirmation with date and time on a durable medium.

    EU directive · Text · All features under this law · In Czechia: Czech Civil Code, s. 1810 et seq. (Act No. 89/2012 Coll.), amended by Act No. 159/2026 Coll.

  • A phone call, a paper form or a mandatory questionnaire as a condition of withdrawal is an unfair practice.

    • A questionnaire on the reason only voluntarily and after sending
    Where it comes from

    Unfair Commercial Practices Directive 2005/29/EC, aggressive practices

    Preventing customers from exercising their rights with disproportionate barriers is an aggressive practice. A phone call, a paper form or an extra questionnaire as a condition of withdrawal fall into that.

    EU directive · Text · All features under this law · In Czechia: Czech Consumer Protection Act No. 634/1992 Coll.

  • A name, the order number and an e-mail for the confirmation are enough.

    • Nothing extra in the form
    Where it comes from

    General Data Protection Regulation (EU) 2016/679, Art. 5(1)(c)

    The withdrawal function may ask only for the data needed to identify the customer and the contract and to send the confirmation.

    EU regulation · Text · All features under this law · In Czechia: Czech Act No. 110/2019 Coll., on the processing of personal data

  • In an online shop the function must work with a keyboard and a screen reader.

    Where it comes from

    European Accessibility Act, Directive (EU) 2019/882, European Accessibility Act

    On an online shop the withdrawal function is part of a service covered by the act and must work with a keyboard and a screen reader.

    EU directive · Text · All features under this law · In Czechia: Czech Act No. 424/2023 Coll., on accessibility requirements for certain products and services

What the problem is

For once the law describes the interface: how many buttons, what text, when it must be visible and what comes next. It covers every contract concluded through a website or an app that the customer can withdraw from, so subscriptions and services too. Do not confuse it with a button for cancelling a subscription.

How to design it

In the order detail a “Withdraw from contract” button, as prominent as the other actions. A click opens a short form with the name and order number pre-filled and a “Confirm withdrawal” button. Then a screen “We have received your withdrawal” with date and time, and the same e-mail.

In the code

The function has its own address that opens from a signed link in the order confirmation. The time is stored on the server. The button disappears when the period ends, and the period runs from delivery of the goods.

Before you ship it

  • The button is available throughout the period, also without signing in.
  • The button wording matches the law.
  • The confirmation with date and time goes out straight away.
  • You can get through the function with a keyboard.

More features

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Toadvokat@navratilkarel.com