Managing Withdrawal Requests
Last updated on October 22, 2026
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
The list is grouped by order, newest first. One order can carry several requests, for example when a customer later returns the rest of the order.
| Column | What it shows |
|---|---|
| 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, and a return badge (for example Return in progress or Returned) once you've created a return in Shopify. |
| Customer | The name the customer gave, with their email below. If they 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". |
| Requests | Every request filed for the order. Each one shows when the customer submitted it (the timestamped record of their declaration), the items they picked (or All items), its status (New, Approved or Rejected) and its action: Approve and Reject while it's New, then Manage order. |
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 are replaced by Manage order, which opens the order in Shopify so you can refund it or create the return, and the outcome shows as a badge on the request. There's no undo, so decide before you click.
- This app doesn't tell the customer what you decided. They can see it by returning to the withdrawal form and entering the same order details, where the form shows that a request already exists and 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?
Yes. Every new request triggers a notification email to you, and it tells you whether the customer asked to return the whole order or only part of it. There's no setting to turn this email off, unlike the confirmation email the customer receives.
What happens when I click Approve?
The request's status changes to Approved, and Approve and Reject are replaced by Manage order. Nothing else happens: no refund, no email, no change to the order in Shopify. It 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 the customer no decision email. They 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 return only part of an order?
Yes. On the review step of the form, the customer picks the products and quantities they want to return, and you see exactly what they chose on the request in the Requests column.
Can I filter or search the list?
Not in this version. 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 was unreachable at that moment, or the order can no longer be resolved, the column stays blank. Refreshing tends to fix it.
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 in this version.
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.