FAQ
Frequently asked questions
Answers about the online withdrawal function under Directive (EU) 2023/2673, Art. 11a CRD and about how Clawzia implements it. General information only: for your individual situation, ask a qualified lawyer.
For online shops
Is Clawzia legal advice?
No. Clawzia is a technical tool: it implements the withdrawal function. It does not assess your legal situation, and using it does not guarantee that your shop complies with the law. For advice, consult a qualified lawyer.
Which wording does the button show?
The wording comes from our country registry. While a country's national wording is pending our legal verification, the widget shows the wording of the EU directive in your shop's language, for example withdraw from contract here
(wording of the EU directive, pending our legal verification) in English. Your dashboard always shows which wording is live.
Can consumers who ordered as guests use it?
Yes. Nobody needs an account or a login: consumers enter their name, email address and order reference. The form never asks for a reason.
What do consumers receive?
After the separate confirmation step, consumers see a confirmation screen with a receipt ID and receive an email with the content of their statement and the date, time and time zone of its submission, in their language where available.
What do I receive?
A notification email for every confirmed withdrawal and a record in your dashboard with its timestamps and receipt, which you can export.
Who pays for returns, and when do I refund?
Clawzia records the withdrawal statement; it does not handle returns, refunds or payments. The rules on return costs and refunds follow from the law and from your withdrawal information. Ask your lawyer about your obligations.
Some of my products cannot be returned. Do I still need the function?
The function concerns contracts that come with a right of withdrawal. Which of your contracts have one is a legal question: ask your lawyer. If you sell a mixed range, keep in mind that consumers use the same button for any order.
I only sell to businesses. Does this apply to me?
The right of withdrawal is a consumer right. Whether and how the rules apply to your sales is a question for your lawyer. Clawzia is made for shops that sell to consumers.
I sell on marketplaces. Can I use Clawzia there?
Clawzia works on websites where you can add a script. On marketplaces, the marketplace controls the pages; ask the marketplace how it provides the function.
What if the widget cannot load?
If the script cannot load at all, for example because our server cannot be reached or a browser extension blocks it, the widget shows no withdrawal link. If the script loads but your shop's settings cannot, it shows a link to the hosted withdrawal form with the EU directive's wording in English. For visitors without JavaScript, the WordPress and OpenCart plugins add a plain link to the hosted form. The hosted form runs on our servers, so it works only while our service can be reached.
Which personal data do you store?
For each withdrawal: the consumer's name, email address and order reference, any items and message they add, their language, the texts they were shown and the timestamps; for abuse protection also a keyed hash of the IP address and the browser's user-agent string. We process this data on your behalf, as a processor; the terms and their current status are on the data processing agreement page.
Does the widget set cookies?
No. The widget sets no cookies, stores nothing in the browser and loads nothing from third parties.
For consumers
How do I withdraw from a purchase in a shop that uses Clawzia?
Use the withdrawal link in the shop's footer. Enter your name, email address and order reference, check your statement and confirm it in the second step. You receive a confirmation email with the content, date and time of your statement.
Do I have to give a reason?
No. The form never asks for a reason.
Who handles my refund?
The shop. Clawzia only records and confirms your withdrawal statement on behalf of the shop. For questions about your order, the return or the refund, contact the shop.
How can I check my receipt?
Enter the receipt ID from your confirmation email on our verification page. It shows the time of receipt and the status, without any personal data.
Who processes my data?
The shop is responsible for your data; Clawzia processes it on the shop’s behalf. Details are in our privacy policy.