Return Labels & EU Withdrawal – help and FAQ
Last updated: 19 October 2026
Answers about the Return Labels & EU Withdrawal app for Shopify. Product overview: Return Labels & EU Withdrawal. Did not find your answer? Write to info@maxitsolutions.tech.
Contents: Getting started · EU withdrawal · Returns and rules · Carriers and labels · Tracking and refunds · Plans and limits · Data and uninstalling
Getting started
What do I set up after installing?
The home page of the app has a guide with four steps: switch on the withdrawal button in the theme editor, set your return rules, connect a carrier or the test carrier, and try a return yourself on your returns page. Each step has a button that takes you to the right place. You can hide the guide; the home page keeps showing whether the withdrawal button is on.
How do I switch on the withdrawal button?
Press Turn on in the theme on the home page of the app. The theme editor opens with the Returns & withdrawal app embed; switch it on and save. In the embed settings you choose the footer or a floating corner, whether only visitors from the EU and EEA see it, your own button text and a link to the returns page next to it. The app never edits theme files.
Where is the returns page?
At /apps/returns on your store domain, for example yourstore.com/apps/returns. The withdrawal form is the same page with ?view=withdraw. Customers signed in to new customer accounts also see “Return items” on their order.
EU withdrawal
Do I need the withdrawal button?
Since 19 June 2026, stores that sell online to consumers in the EU must offer a withdrawal function that stays visible during the whole withdrawal period, also when the store is outside the EU. Business-to-business sales are not covered. In the United Kingdom the button is not required, but the 14-day right to cancel applies.
What does the customer see?
Step 1: the order number and the email or postcode used for the order, then the items to withdraw from. A summary shows what will be sent; nothing is recorded yet. Step 2: the button “Confirm withdrawal” records the statement with its date and time and shows a reference. The confirmation email follows at once in the customer’s language.
Does a withdrawal create a return?
When Turn every statement into a return request is on in Rules, each statement also opens a return in Shopify so that you receive the goods and refund them. A withdrawal is accepted even outside your return window and on any plan.
Can I change the texts?
Yes. Every text of the returns page and the withdrawal form is under Storefront texts per language, the emails are under Emails (Pro), and the button label is in the app embed settings. The defaults use the official wording of the directive in each language. You remain responsible for your store meeting consumer law.
Where do I find the statements?
Under EU withdrawals: every statement with the order, the items, the time it was received and whether the confirmation email was sent. Export a CSV or a PDF per statement as evidence.
Returns and rules
How long can customers return items?
The return window is set in Rules in days, counted from delivery (or from shipping when the carrier gave no delivery date) or from the order date. The EU withdrawal period is set separately and is at least 14 days.
How do I stop some items from being returned?
In Rules, add product tags or choose collections that can’t be returned, and a final sale tag. The returns page shows the customer why an item can’t be returned. A withdrawal under EU law is still accepted for those items unless the law excludes them; check that yourself.
Do I approve every return?
On Start and above, returns that follow your rules can be approved automatically. Otherwise you approve or decline each one on its page. A declined return needs a reason, which is emailed to the customer.
What happens to returns created in Shopify admin?
They appear in the app with the source “Shopify”, and you can issue a label for them from the app. Closing or reopening a return in Shopify updates it in the app.
Carriers and labels
Which carriers can I connect?
PostNL: returns from the Netherlands and Belgium to an address in the Netherlands. DHL Parcel Germany: returns from 30 European countries to an address in Germany; customers in Germany also get a QR code to drop the parcel off without printing. PostNord: Sweden, Denmark, Norway and Finland. Bring: Norway. You can also upload a label you made yourself, and the test carrier makes sample labels for trying the flow.
What do I need from my carrier?
PostNL: your API key, customer code, customer number and the return product code (3285 to your address, 2285 to your reply number). DHL Parcel Germany: the user name and password of the DHL business customer portal and your return receiver ID from the Retoure settings. PostNord: API key, application ID, customer number and issuer code (Z11 Denmark, Z12 Sweden, Z13 Norway, Z14 Finland). Bring: Mybring login email, API key and customer number. Labels are paid on your own carrier invoice.
Which carrier is used for a return?
The first connected carrier that ships returns from the customer’s country to your return address. You can limit a carrier to some countries. When no carrier serves the country, the return waits for you with the message “No connected carrier ships returns from this country. Upload a label or change the return method.”
The carrier rejected the label
The return stays approved without a label and its page shows the carrier’s own message, for example a wrong customer number or a country your contract doesn’t cover. Fix the keys under Carriers and issue the label again, or upload a label yourself.
Tracking and refunds
When is the customer refunded?
You choose in Rules: when you press Refund, or on Grow and Pro automatically at the first carrier scan or when the parcel is delivered to you. The amount, the payment it goes back to and the restocking are done by Shopify returns. EU law gives you 14 days from the withdrawal to refund; you may wait until you receive the goods or proof of sending.
“Shopify suggests no payment to refund to. Refund this return in Shopify.”
The order has no payment Shopify can refund to, for example it was paid outside Shopify. Refund the return in Shopify admin; the app marks it done when Shopify closes it.
“The exchange costs more than the returned items…”
The new item is more expensive than the returned one, so the customer owes money. Send the customer an invoice in Shopify, then resolve the return there.
Exchanges and store credit
On Grow and Pro customers can ask for another variant of the same product or for store credit. The exchange order is held until the return is scanned or received, then released.
Plans and limits
What counts as a return?
Every return started in the month, from the returns page, a customer account or Shopify admin. Withdrawal statements never count and are accepted on every plan.
What happens at the limit?
On a paid plan, returns above the quota are handled as usual and billed at $0.20, $0.10 or $0.05 each, up to the monthly usage limit you set on the subscription page. On Free, or once the limit is spent, new returns are still accepted but wait for your approval and get no automatic label.
How much does it cost?
Free is $0 with 10 returns a month. Start is $19 a month for 100 returns and one carrier contract, Grow is $49 for 500 returns with exchanges, store credit and refunds on scan, and Pro is $99 for 2,000 returns with analytics and your own email texts. Paid plans start with a 14-day free trial and are billed monthly; returns above the quota cost $0.20 (Start), $0.10 (Grow) or $0.05 (Pro). Charges are made by Shopify. Full comparison on the product page.
Data and uninstalling
What happens when I uninstall?
The withdrawal button disappears with the app embed; the app never changed theme files. Shopify returns, refunds and labels already made stay in Shopify and with your carrier. Shopify asks us to delete the store data 48 hours after uninstall, and we delete it, including the withdrawal journal: export it before uninstalling. Details are in the privacy policy.
How do I contact support?
Write to info@maxitsolutions.tech. We answer within 1 business day (Monday–Friday, 9–17).
Your responsibility
The withdrawal button, the two-step form and the confirmation email follow Article 11a of the Consumer Rights Directive as amended by Directive (EU) 2023/2673 and use its official wording in each language. The app gives you the tools; you remain responsible for your store meeting consumer law, and you can change every text the app shows or sends.