Withdrawal button for e-commerce: what EU Directive 2023/2673 provides and how to adapt your site

From the June 19, 2026 Those who sell online must make a new one available to customers withdrawal functionality: in practice, a “cancellation button” that allows you to cancel your purchase as easily as you complete it. It is not an interpretation: it is written in the Directive (EU) 2023/2673, amending the Consumer Rights Directive.

If you run an e-commerce business, this article, based exclusively on the official text of the directive, explains the specific requirements you must meet and what you need to include on your website.

What does EU Directive 2023/2673 say?

There Directive (EU) 2023/2673 of the European Parliament and of the Council inserts into Directive 2011/83/EU a new Article 11 bis, entitled “Exercising the right of withdrawal from distance contracts concluded through an online interface”.

The guiding principle is stated in the recitals of the directive: the consumer must be able to to withdraw from a contract as easily as one can conclude it. If a site or app allows you to purchase online, it must also allow you to cancel online, without any obstacles.

The directive requires one simple thing: withdrawing must be as easy as buying.

What is the “withdrawal functionality”?”

Article 11a, paragraph 1, establishes that for distance contracts concluded through a’online interface (i.e. for example, a website or an application) the professional must ensure that the consumer can withdraw from the contract even using a withdrawal feature.

An important detail always from the recitals: the consumer must be able to find and use the functionality easily and simply, without being forced to go through procedures to find or access it, such as downloading an application if the contract was not concluded through that app.

The button requirements, point by point

Article 11a, paragraph 1, also sets very specific requirements. The opt-out function must:

1. to be indicated by the words “withdraw from the contract here” or by an unambiguous corresponding formulation, in an easily readable manner;
2. to be available continuously for the entire period in which the right of withdrawal can be exercised;
3. appear in a highly visible manner on the online interface;
4. to be easily accessible to the consumer.

There are four cumulative conditions: It is not enough for the button to exist, it must be visible, always active during the withdrawal period, accessible and with clear wording.

The declaration of withdrawal and confirmation

Paragraph 2 specifies what should happen when the customer clicks. The functionality must allow the consumer to send a online withdrawal declaration which informs the professional of his decision, allowing him to easily provide or confirm:

• your own name;
• the information identifying the contract from which he intends to withdraw;
• the information relating to the electronic medium through which confirmation of withdrawal will be sent to you.

Paragraph 3 adds a second step: after completing the declaration, the consumer must be able to send it via a confirmation functionality, indicated in an easily readable manner and only with the words "confirm withdrawal"“ or an equally unequivocal formulation.

The notice of receipt

Paragraph 4 of Article 11a introduces an often-forgotten obligation. Once the confirmation feature is activated, the website or application must send the following to the consumer:, without undue delay, an acknowledgement of receipt of the withdrawal on a durable medium, including its content and date and time of its transmission.

This isn't just a courtesy email: it's dated proof that your withdrawal has been received. Paragraph 5 links timing to this very point: the consumer is deemed to have exercised the right of withdrawal within the relevant period if he has sent the withdrawal declaration online before the deadline of that period.

It doesn't matter when you read the request, but when the customer sends it: the date and time are valid.

Since when does it apply?

The directive is also clear on the timing: the Member States apply these provisions from 19 June 2026. From that date, the mandatory withdrawal option has been fully operational for e-commerce sites selling to consumers.

How to adapt your e-commerce

In practice, these elements, all required by Article 11 bis, must coexist on your site:

1. a button “withdraw from the contract here”, clearly visible, always active during the withdrawal period and easy to reach;
2. a button module which collects the name, contract/order identification data and electronic contact details for confirmation;
3. a second submit button labeled “confirm withdrawal”;
4. a automatic email receipt notification, with content, date and time.

This is an intervention that affects the website's text, interface, and automation: it must be carefully designed to ensure that all the directive's requirements are met. If you want to make your online store compliant without improvising, we can take care of it..

Since these are regulatory requirements, for the final implementation it is advisable to combine the technical part with a legal verification: this article reports the content of the directive, does not constitute legal advice.