Question 1

Is the withdrawal button mandatory for every e-commerce?

Accepted Answer

Yes, for every online store selling to end consumers (B2C) in the European Union. Regardless of platform, volume or company size. The obligation is in force from June 19, 2026.

Question 2

What happens if I don't have the withdrawal button?

Accepted Answer

Two immediate consequences: administrative fine up to €10,000 and automatic extension of the withdrawal period from 14 days to 12 months and 14 days for all orders received during the non-compliance period.

Question 3

Is a PDF form or an email address enough?

Accepted Answer

No. The regulation requires a digital function integrated in the site, with immediate confirmation to the customer. PDFs, email addresses and phone numbers do not meet the requirement.

Question 4

Does Returnio work with my CMS?

Accepted Answer

Yes. Returnio is an external widget that integrates with a single line of HTML on any platform: Shopify, WooCommerce, Magento, PrestaShop, Wix, Squarespace, BigCommerce or any custom CMS.

Question 5

How long does activation take?

Accepted Answer

About 10 minutes. Create the account, configure your store rules, paste the widget code. No developer needed.

Question 6

Where is customer data stored?

Accepted Answer

On certified European servers, GDPR-compliant. No transfers outside the EU.

Question 7

Can I customize the withdrawal policy?

Accepted Answer

Yes. You can configure the withdrawal window (1 to 365 days), customer-paid fees and add a custom policy in Italian, English, French, German and Spanish.

Question 8

What does the customer receive after submitting?

Accepted Answer

An immediate confirmation email with verified OTP code, timestamp and summary. This email is the legal proof of the request.

Question 9

Can I reject a return?

Accepted Answer

Yes. Every request enters the dashboard as pending. You can approve or reject it with a reason. The customer receives the outcome by email automatically.

Question 10

Is there a free plan?

Accepted Answer

Yes. The Free plan lets you handle up to 3 returns per month at no cost, with public widget and OTP validation included.

Frequently asked questions

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