FAQ
Frequently asked questions
Answers about the online withdrawal function under Directive (EU) 2023/2673, Art. 11a CRD and about how Clawzia implements it in Malta. This is general information: for your specific situation, consult 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 position, and using it does not guarantee that your shop complies with the law. For advice, consult a qualified lawyer.
From when does the obligation apply in Malta?
The date it applies from, per our registry: 19 June 2026 (law status: Law: In force). What the rule requires and where the data comes from is explained in our law guide.
Which wording does the button show?
The wording comes from our country registry. While the national wording is pending our legal verification, the widget shows the wording of the EU directive in your shop's language. Your dashboard always shows which wording is live.
Can customers who ordered as guests use it?
Yes. Nobody needs an account or a login: the consumer enters their name, email address and order reference. The form never asks for a reason.
What does the consumer receive?
After the separate confirmation step, the consumer sees a confirmation screen with a receipt number and receives 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 as the merchant?
A notification email for every confirmed withdrawal and a record in your dashboard with the timestamps and the receipt. Records can be exported.
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 the withdrawal information in your terms. 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 every 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 built for shops that sell to consumers.
I sell through online marketplaces. Can I use Clawzia there?
Clawzia works on sites where you can add a script. On marketplaces, the pages are managed by the marketplace itself — ask them how they provide the withdrawal function.
What happens if the widget cannot load?
If the script cannot load at all — for example because our server is unreachable 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 wording of the EU directive 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.
What personal data do you store?
For every withdrawal: the consumer's name, email address and order reference, any items and message they add, their language, the wording they were shown, and the timestamps. For abuse protection, also a keyed hash of the IP address and the browser's user agent. 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, review your statement and confirm it in the second step. You'll 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 refunds me?
The shop. Clawzia only records and confirms your withdrawal statement on the shop's behalf. For questions about your order, the return or the refund, contact the shop.
How do I check my receipt?
Enter the receipt number from your confirmation email on our verification page. It shows the time it was received and the status, with no 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.