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EU withdrawal and returns workflow

Baltix uses one return workflow for Shopify stores. When the customer starts it through Exercise my right of withdrawal, Baltix marks the return as a legal withdrawal and adds the records required for the EU journey. It is designed around Directive (EU) 2023/2673, Article 11a, which requires an easy-to-find online withdrawal function for distance contracts, and the 14-day withdrawal rules in Directive 2011/83/EU (Consumer Rights Directive).

Baltix helps you offer the required online withdrawal journey. You remain responsible for your legal notices, product exceptions, refund policy, and local requirements.

What the EU rule requires​

For an online distance sale, the withdrawal function should be clearly visible and continuously available during the withdrawal period. The customer must be able to provide or confirm:

  • name;
  • contract/order details;
  • the electronic address used for the acknowledgement;
  • an explicit withdrawal statement;
  • confirmation of submission.

Baltix records the declaration, order reference, selected items, customer details, deadlines, and sends a confirmation email containing the submission date and time.

The standard period is 14 days from physical possession of the goods. After declaring withdrawal, the customer generally has 14 days to send the goods back. Refund timing may be deferred until the goods or proof of dispatch is received, where permitted by the applicable law.

Complete decision tree​

Customer journey​

1. Before delivery​

The extension may be installed and visible in Customer Accounts, but the customer-facing withdrawal action can be restricted until the order is delivered. This prevents starting the statutory period from the wrong date.

2. Declaration​

The customer opens Exercise my right of withdrawal from the order action menu or the Order status block. The regular Baltix return form opens with an additional legal declaration section. It collects the customer identity, order reference, acknowledgement email, selected products, and a clear confirmation.

3. Acknowledgement​

After confirmation, Baltix records the declaration, calculates the withdrawal and return deadlines, and sends an acknowledgement email immediately.

4. Physical return and refund​

The customer sends the goods back. The merchant can create a Baltix label when logistics are needed, or process a return label created elsewhere. Staff should record proof of dispatch or receipt before completing the refund workflow.

Staff journeys​

Staff starts the return in Baltix​

  1. Open the order in Baltix.
  2. Generate or open the return link.
  3. Customer submits the return. Baltix identifies whether it is a commercial return or a legal withdrawal.
  4. Approve the request and create a return label using the same staff actions in both cases.
  5. Track the reverse shipment.
  6. Issue and reconcile the refund.

Staff starts the return in Shopify​

  1. Staff creates a return from the Shopify order.
  2. Baltix displays the return in the order timeline.
  3. Staff approves or declines the commercial return.
  4. For an approved return, staff can create a Baltix return label.
  5. Staff tracks the parcel, confirms receipt, and issues the refund.

Returns created in either Shopify or Baltix remain visible in the other system, so staff can continue working from the tool they prefer.

Configuration checklist​

  1. Enable EU legal withdrawal (Baltix) in Baltix notification settings.
  2. Add and save both Customer Account extensions:
    • Legal withdrawal — order action menu;
    • Legal withdrawal block — Order status page.
  3. Confirm the storefront uses the new Customer Accounts.
  4. Configure the acknowledgement email and merchant contact details.
  5. Test one delivered order and one return created by staff from Shopify.

References​