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Overview

From 19 June 2026, EU Directive 2023/2673 requires online traders to provide EU consumers with a visible, dedicated withdrawal mechanism that is as easy to use as the original purchase process. The 14-day right of withdrawal itself is not new - but merchants must now make it actively and easily accessible online. As your Merchant of Record for EU transactions, Global-e provides the withdrawal entry point across checkout, order confirmation, Service Center, confirmation emails, and the CS AI chatbot. This guide covers everything you need to configure on your side. There are two things to set up:
  • Step 1 - Return Policy
    • On the new returns platform? Go to Section A
    • On the legacy portal (not yet upgraded)? Go to Section B
  • Step 2 - Emails
    • Using Global-e Email Management? Go to Section C1
    • Using Shopify Notification Emails? Go to Section C2