Help center
Frequently asked questions
Everything about the EU right of withdrawal and how Crucial handles it. Still stuck? Email support.
What is the EU right of withdrawal?
Under EU consumer law (Directive 2011/83/EU, as amended by Directive (EU) 2023/2673), consumers who buy online have a statutory 14-day “cooling-off” period in which they can withdraw from the purchase without giving a reason. Crucial gives shoppers a compliant way to exercise that right.
Does my store actually need this?
If you sell to consumers in the EU, yes — the right of withdrawal is mandatory, and you must provide a clear way to use it plus a confirmation on a durable medium. Crucial provides both out of the box.
Is this legal advice?
No. Crucial is compliance tooling, not a law firm. You remain responsible for your own legal compliance, including your terms and any store-specific requirements. If you’re unsure, consult a qualified lawyer.
How does a shopper start a withdrawal?
They tap the always-on withdrawal button on your storefront and complete a short, no-login form: they find their order and confirm the withdrawal. No account or password is required.
What is the statutory declaration, and can I edit its wording?
It’s the legally worded withdrawal declaration based on the official Directive 2023/2673 model wording. It’s bilingual (the shopper’s language plus an English canonical version) and locked to preserve legal integrity — so it can’t be edited into something non-compliant.
Which languages are supported?
All 24 official EU languages. The button, form, and confirmation email auto-localize to the shopper’s language.
How are withdrawal records stored — is it GDPR-ready?
Every request is captured as a PDF audit record and logged in your admin. The app supports GDPR data-request handling and export, and confirmation emails are sent via EU send-routing. (Some email delivery metadata is processed by a US sub-processor under standard safeguards.)
Will it work with my theme?
Yes. Crucial installs as an app-embed block on any modern Online Store 2.0 theme — no code, and it’s styled to match your storefront.
Can I customize the form, emails, and translations?
On the Basic plan and above you can remove the watermark, send emails from your own domain, use a custom form template, and override translations/wording. The Free plan uses the defaults.
What happens right after a shopper submits?
The declaration and PDF are generated, the confirmation email is sent to the shopper automatically, and the request appears in your admin dashboard — where you can track, export, or act on it.
What’s the difference between Free, Basic, and Grow?
Free covers the core compliant flow. Basic (€8.99/mo) adds branding, your own email domain, custom template/translations, and exports. Grow (€24.99/mo) adds returns sync, outbound webhooks, Shopify Flow, and order tagging. See pricing.
Do you support returns sync, webhooks, and Shopify Flow?
Yes — on the Grow plan. You can sync with Shopify returns, send outbound webhooks, trigger Shopify Flow, and tag orders automatically.
How do I install and set it up?
Install from the Shopify App Store, open the app, enable the app-embed button, and you’re live. Full steps are in the docs.
How much does it cost, and is there a free trial?
There’s a free tier for the core compliance flow, and all paid plans include a 14-day free trial. Pricing is in EUR.