Crucial EU Withdrawal

Getting started

Getting Crucial EU Withdrawal live on your store takes four steps and no code — it works with any modern Online Store 2.0 theme.

Install Crucial EU Withdrawal from the Shopify App Store.
Open the app from your Shopify admin — you land on the dashboard.
In the theme editor, open App embeds and enable the Withdrawal button.
Save — the button is live on your storefront.

That's the minimum to be compliant. The sections below cover customization — from button labels to emails to automation.

The withdrawal button

The withdrawal button is an always-on app-embed block that appears on your storefront pages. It's not a link you add manually — it's injected by the app embed so it stays visible on every relevant page without ongoing maintenance.

The button label is merchant-overridable (the default reads “Withdraw from contract here”), while the submit action is locked to keep the compliant flow intact. The button displays a coin icon and is styled to blend with your theme. You can adjust the label and placement from the theme editor's App embeds panel.

The button must stay visible to satisfy the “clearly provided” requirement under EU consumer law. Hiding it or making it hard to reach could undermine your compliance posture.

The withdrawal form

Clicking the withdrawal button opens the withdrawal form — a short, no-login flow that any shopper can complete. The form has two steps:

Look up the order — the shopper enters their order number and the email address they used at checkout.
Confirm and submit — the shopper reviews their details and confirms the withdrawal.

On submission, the statutory declaration and PDF are generated automatically, and the confirmation email is sent to the shopper. The form is fully localized to the shopper's language — all text, validation messages, and the declaration adapt based on the detected locale.

Statutory declaration

The statutory declaration is the legally worded statement a consumer must be able to make when exercising their right of withdrawal. Crucial generates it from the official model wording set out in Directive 2023/2673, so the text meets the legal standard out of the box.

Every declaration is bilingual: it contains a block in the shopper's own language followed by an English canonical block. The wording is locked — it can't be edited into something that would break compliance. The declaration is embedded in the confirmation email and in the downloadable PDF audit record.

Confirmation emails

Immediately after a shopper submits the form, Crucial sends a confirmation email to the shopper on a durable medium — satisfying the legal obligation to provide written confirmation. The email contains the full statutory declaration, the order reference, and an attached PDF record.

Your store is also notified: a merchant notification goes to your account email so you're aware of each withdrawal as it comes in.

On the Free plan, emails are sent from a shared domain. On Basic and above you can verify your own domain and send confirmation emails from it — which improves deliverability and keeps your brand consistent. To set this up, go to Settings → Email domain in the app and follow the DNS verification steps.

Languages & translations

Crucial EU Withdrawal ships with full support for all 24 official EU languages. The language is auto-detected from the shopper's session and applies across every surface they encounter: the storefront button, the withdrawal form, the statutory declaration, and the confirmation email.

On the Basic plan and above, you can override or customize the translated wording directly in the app. This is useful for adjusting tone, adapting terminology to your brand, or correcting region-specific phrasing — without losing the underlying legal structure of the declaration.

Custom template (Basic+)

On the Free plan, the withdrawal form uses the default Crucial template. On Basic and above, you can customize the form's appearance and remove the “Powered by Crucial” watermark.

Custom template settings are found under Settings → Form appearance in the app. You can adjust colors, upload a logo, and tweak the layout to match your brand. The statutory declaration block and submit action remain locked regardless of template changes.

Admin dashboard

The Crucial admin dashboard gives you a live list of all withdrawal requests received by your store. You can filter by status, date, and customer to find the request you're looking for.

Click any request to open its detail view, where you can review the full record — including the declaration text, the order it relates to, and the PDF. From there you can also act on the request: download the record, trigger a data export, or manually notify the shopper.

Records & export

Every withdrawal request is stored as a structured record in your admin, accompanied by a Unicode PDF audit document. The PDF includes the full bilingual statutory declaration, the order reference, and a timestamp — everything you need to demonstrate compliance if audited.

You can download individual records at any time from the request detail view. On Basic and above, you can also run a bulk CSV export of all requests — useful for record-keeping or feeding into your own compliance systems.

Keep these records as proof of compliance. EU consumer law requires you to be able to demonstrate that you provided a durable-medium confirmation and that withdrawals were handled correctly.

Webhooks & Shopify Flow (Grow)

On the Grow plan, Crucial connects to the rest of your operations stack. You can configure outbound webhooks so that every new withdrawal event is sent to an external endpoint — useful for connecting to a CRM, helpdesk, or custom backend.

The app maintains a delivery log for each webhook subscription, and you can manually retry failed deliveries from within the admin. For no-code automation, Crucial exposes Shopify Flow triggers on withdrawal events — letting you build flows without writing code. Orders can also be tagged automatically when a withdrawal is submitted, and the app can sync withdrawals with Shopify returns to keep your returns workflow consistent.

Plans & billing

Crucial EU Withdrawal is available on three plans, all billed in EUR by Shopify:

Free — core compliant withdrawal flow, default template, shared email domain.
Basic — €8.99/mo or €89/yr — adds custom email domain, custom template, branding removal, bulk export, and translation overrides.
Grow — €24.99/mo or €249/yr — adds outbound webhooks, Shopify Flow triggers, automatic order tagging, and returns sync.

All paid plans include a 14-day free trial. You can upgrade or downgrade at any time from the app's Plans page — changes take effect immediately and are prorated by Shopify.

Legal & disclaimer

Crucial EU Withdrawal is compliance tooling, not legal advice. The app gives you the infrastructure to handle withdrawal requests in line with Directive 2023/2673, but you remain responsible for your own legal compliance — including your terms of service, any store-specific requirements, and how you respond to individual withdrawal requests. If you're unsure whether the app covers your situation, consult a qualified lawyer.

On data handling: withdrawal records are stored in your Shopify admin. Confirmation emails are sent via EU send-routing. Some email delivery metadata (logs and event data) is processed by a US-based email sub-processor operating under standard contractual safeguards in line with EU data-transfer requirements.

Questions or concerns? Contact us at support@vizua.sk.