Managing Withdrawal Requests
Every request a customer submits through your withdrawal form lands in one place: the Requests tab of the EU Withdrawal Button app. You review each one there, check the state of the matching Shopify order, and record your decision.
Where to find it
Open the EU Withdrawal Button app in Vitals. It opens on the Requests tab and shows Withdrawal requests with the newest request first, 25 per page.
What each column tells you
| Column | What it shows |
|---|---|
| Date | When the customer submitted the request. This is the timestamped record of her declaration. |
| Order | The order number. Click it to open that order in your Shopify admin. |
| Order status | Read live from Shopify: the payment status (Paid, Refunded, Partially refunded) with the fulfillment status (Fulfilled, Unfulfilled) below it. |
| Customer | The name the customer gave, with her email below. If she didn't give a name, the email stands on its own. |
| Order age | How long ago the order was placed, plus a marker: "Within 14 days" or "Over 14 days". |
| Status | New, Approved, or Rejected. |
| Actions | Approve and Reject buttons, shown only while a request is still New. |
Reading the Order status column
Vitals pulls this column from Shopify each time the page loads, so it shows the order as it stands right now rather than a stored copy.
- Refunded is your completion signal. Approving a request moves no money, so the payment status is how you tell which requests you have settled.
- Unfulfilled tells you nothing has shipped, so you have no return shipment to arrange.
A blank column means Shopify couldn't be reached, or the order no longer resolves. Refresh the page to try again.
Approving and rejecting
Every request arrives as New. Use Approve or Reject to record what you decided.
🚨 Approving refunds nobody, cancels nothing, and sends no email. It records your decision so you keep a clear log of how each request was handled. You issue the refund, cancellation, or return shipment in your Shopify admin, the same way you handle any other one.
A few things to expect:
- The Approve and Reject buttons only appear while a request is New. Once you decide, the buttons go and the outcome shows in the Status column. There's no undo, so decide before you click.
- This app doesn't tell the customer what you decided. She can see it by returning to the withdrawal form and entering the same order details, where the form tells her a request already exists and shows its status.
The 14-day marker
Each row shows whether the order was placed Within 14 days or Over 14 days ago.
Treat it as context. Vitals measures it from the order date, while the legal withdrawal window starts when the customer receives the goods.
When there are no requests yet
A new store sees No withdrawal requests yet, with a note that requests appear here once a customer submits the form on your storefront. That's the normal state for a store waiting on its first request.
Frequently Asked Questions
Will I be notified when a new request comes in?
No. The EU Withdrawal Button app sends no notification email and raises no alert, so check the Requests tab as part of your regular routine.
What happens when I click Approve?
The request's status changes to Approved, and the buttons disappear. Nothing else happens: no refund, no email, no change to the order in Shopify. It only records your decision.
I approved a request by mistake. Can I change it back?
Not from the dashboard, since the buttons are only available while a request is New. Handle the correction in your Shopify admin and, if it matters for your records, reach out to Vitals support.
How does the customer find out whether I approved or rejected?
This app sends her no decision email. She can check by returning to your withdrawal form and entering the same order number and email, where the form recognizes the existing request and shows its status. Anything else, such as a refund confirmation or return instructions, comes from Shopify or from you.
Can a customer submit two requests for the same order?
No. Once a request exists for an order, the form blocks a second one and tells her that a request is already on file.
Can I filter or search the list?
Not at the moment. The list runs newest first, 25 per page.
The Order status column is empty for one row. Why?
Vitals reads that status from Shopify when the page loads. If Shopify is unreachable at that moment, or the order can no longer be resolved, the column stays blank. Refreshing normally fixes it, but if it it still shows the same issue, contact our Support team for assistance.
A request shows "Over 14 days". Should I reject it?
That's your call. The marker counts from the order date, while the legal window runs from delivery, so an order marked "Over 14 days" can still sit well within the customer's rights. The app never blocks a request based on it.
Can I export the requests?
Not at the moment.
Could a request arrive for an order that doesn't exist?
No. The form only accepts a request when the order number and email match a real order on your store, so every row in the list points at a genuine order.