Withdrawal button: 7 points to check compliance

You have installed a withdrawal button. Good news, but the real question lies elsewhere: is it compliant? A button that appears only at checkout, that redirects to an email, or that sends no acknowledgement of receipt does not meet the obligation, even if it exists. The EU rules set precise requirements. Here are the 7 points to check on your own site, in five minutes.

In summary

A compliant withdrawal button is a dedicated feature, permanently visible, free of charge, with an unambiguous label, that collects the request without obstacle and triggers an acknowledgement of receipt on a durable medium. These requirements come from Directive (EU) 2023/2673, which mandates the withdrawal button across the 27 EU member states (with national transpositions, such as Article D.221-5 of the Consumer Code in France). If a single point is missing, the arrangement is not compliant, we explain this in detail in the button rules and their national transposition.

1. The button is permanently visible

The button must be accessible at all times, not only during the checkout funnel nor reserved for logged-in customers. In practice, it is present across the whole site (often in the footer or via a floating element) and remains reachable without condition. A link that appears only once logged in to a customer account fails on this point.

2. Its label is clear and unambiguous

The wording must say what it does. "Withdraw from the contract", "Withdraw", "Exercise my right of withdrawal": that's crystal clear. A label buried in a "Help" menu or renamed in internal jargon does not meet the requirement of clarity. The consumer must understand, effortlessly, where to click to withdraw.

3. It is free of charge and free of obstacles

Exercising the right must be free of charge and unimpeded: no mandatory account to create, no premium-rate number, no useless field that discourages. The request must be able to be submitted simply. Anything that adds unnecessary friction weakens compliance.

4. The request is properly received and centralised

Once the button is clicked and the request sent, where does it arrive? If it gets lost in a shared mailbox, you will be able neither to handle it on time nor to prove that you received it. A compliant request lands in an identified, dated, tracked place. It's also what allows you to meet the refund deadline: see the 14-day refund deadline.

5. An acknowledgement of receipt is sent automatically

The consumer must receive confirmation of their request on a durable medium, typically an email they can keep. This acknowledgement is not optional: it establishes the date of the request and constitutes a piece of evidence. We explain why in acknowledgement of receipt and durable medium.

6. The request is archived with intact proof

Beyond the acknowledgement sent to the customer, you must be able to prove later that a request was indeed received on a given date and has not been modified. Time-stamped archiving, sealed with a fingerprint, makes that difference between a mere log and enforceable proof. The mechanism is explained in withdrawal proof with evidential value.

7. The button doesn't "fall" silently

Last point, often forgotten: a button can disappear after a theme update, a plugin conflict, or a cache purge. If it no longer appears, you are non-compliant again without knowing it. Monitoring that alerts you if the button is no longer detected avoids this silent compliance gap.

The checklist

1. Visible at all times, without prior login.
2. Label clear and unambiguous.
3. Free of charge and free of unnecessary friction.
4. Request received and centralised, not lost in a mailbox.
5. Acknowledgement of receipt automatic on a durable medium.
6. Archiving time-stamped with evidential value.
7. Monitoring: alert if the button disappears.

This article is general information and does not constitute legal advice. For the exact text, refer to the Consumer Rights Directive (2011/83/EU) and Directive (EU) 2023/2673 on EUR-Lex.