Checklist
Common mistakes with the withdrawal button
These are general observations about how shops implement the online withdrawal function, not legal assessments of any particular shop. Use them as a checklist for your own site in Malta.
What to look out for
Paraphrased or hand-translated wording
The button says something else, such as “Returns”, or someone translated the wording themselves. Countries can set their own wording: Clawzia takes it from its country registry and shows its verification status.
Only reachable after login
The function sits in the customer account, so consumers who ordered as guests or cannot log in do not reach it. The Clawzia form needs no account.
No separate confirmation step
The statement is sent with a single click. The rule describes a separate confirmation step, such as
confirm withdrawal
(wording in the law, pending our legal verification), after the declaration.No proper acknowledgement
Consumers receive no confirmation, or one without the content of the statement and the date and time it was submitted.
Hidden placement
The link is only in the terms and conditions, in a PDF or deep in a menu. It should be easy to find on the site for the whole withdrawal period.
Blocked by the cookie banner or by scripts
A consent banner or a “delay JavaScript” optimisation holds the script back, so some visitors never see the link. The Clawzia widget sets no cookies; exclude it from such features.
Only a form to print or an email address
Consumers have to download a form or write an email. The online function lets them withdraw directly on the website.
Unnecessary questions
The form asks for a reason, bank details or other data. The Clawzia form asks only for name, email address and order reference, plus optional items and a message — never for a reason.
Lost after a theme change
A theme update or a new template removes the code. Check your footer after every change and send a test withdrawal from time to time.
Check your shop for free
Not legal advice