Withdrawal from contract – button in delivery e-mails

How to turn on and set up the withdrawal button in delivery e-mails (EU 2023/2673) – variables in the link and settings for Retino and Shoptet.

Last updated:22 October 2026

E-mails

What the button does

From 19 June 2026, Czech and other European sellers (Directive (EU) 2023/2673) must give consumers an easily accessible way to withdraw from the contract. Foxdeli can add a prominent button to your delivery e-mails that takes the customer to your withdrawal form. Below the button text, a gray line “For more information, click here” is shown; it cannot be edited. The period for withdrawing without giving a reason remains 14 days.

The button is turned off by default and is set up separately for each e-mail template. It appears in all delivery e-mails of the template once the toggle is on and the URL is filled in. You don’t have to fill in the button text – without your own text, the default “Withdraw from contract” is used (in the language of the template).

Where to set it up

Open “Communication” → “Mailing” and select a delivery e-mail template.

The Modules tab with the withdrawal button switched on, the withdrawal button URL field, the link placement and the color — The button settings on the “Modules” tab. You edit the button text on the “Text” tab.

1) Turning it on (Modules tab)

Turn on the “Withdrawal button” toggle.

2) Withdrawal button URL (Modules tab)

In the “Withdrawal button URL” field, paste the link to your withdrawal form or page. The URL can contain placeholder variables, which Foxdeli automatically replaces with the details of the order when it sends the e-mail:

{customerEmail} – the customer’s e-mail address from the order
{orderNumber} – the order number

The values are automatically encoded correctly in the link (e.g. the @ sign in an e-mail address). If you don’t use any variable in the URL, the link is inserted unchanged.

If you send orders via the API, you can send the link for each order separately in the communication.withdrawalFromContractUrl field. Such a link takes precedence over the URL from the template; the toggle in the template still has to be on.

3) Button text (Text tab)

In the Text tab, you can change the “Withdrawal button text”, e.g. to “Withdraw from contract”. The text is set separately for each e-mail (the status selected in the top bar of the editor); wherever you don’t change it, the default text applies. You can use the {orderNumber} variable in the text as well.

4) Placement and color (Modules tab)

In the “Link placement” field, choose where the button appears in the e-mail: “Top (in e-mail body)” (default – below the main text of the e-mail) or “Bottom (in footer)”. In the “Withdrawal text color” field, you can change the color of the button text; by default, it has the color of the footer text.

Settings for Retino

If you use Retino, paste a direct link to your Retino instance with the variables into the URL field. Build it from these parts (all on one line, without spaces):

https://app.retino.com/cs/portal/direct-link/[RETINO_ID_ESHOPU]/
?email={customerEmail}&order_code={orderNumber}
&portal_url=[STRANKA_S_INFORMACEMI_K_VRATKAM]

[RETINO_ID_ESHOPU] is the ID of your e-shop’s instance in Retino (you’ll find it in the Retino admin, in the direct link). [STRANKA_S_INFORMACEMI_K_VRATKAM] is the page with information on returns and claims, e.g. https://www.vaseshop.cz/returns-claims/.

Watch the video guide

Settings for Shoptet

As of 19 June 2026, Shoptet has its own system page for withdrawing from the contract. If you don’t use Retino, you can point the button to it:

CZ: https://www.vaseshop.cz/moje-objednavka
SK: https://www.vaseshop.sk/moja-objednavka
DE: https://www.vaseshop.de/meine-bestellung
HU: https://www.vaseshop.hu/rendelesem
PL: https://www.vaseshop.pl/moje-zamowienie
RO: https://www.vaseshop.ro/comanda-mea
DA, EL, EN, ES, ET, FI, FR, HR, IT, LT, LV, NL, PT, SL, SV: https://www.vaseshop.[domena]/my-order

For a newly created e-mail template, Foxdeli fills in this address automatically based on the domain and language of your default market. For existing templates, add it manually.

The /moje-objednavka/ page has to be published on your e-shop (in Shoptet: Settings → Orders → Other settings, section “Withdrawal from order and goods”).
On this page, the customer enters the order number and their e-mail address.
Note: this is a separate Shoptet system page, not a direct link to a specific order.

Analytics

You can see how many customers clicked the button in “Analytics” → “Mailing”, in the “Click performance” overview under the “Withdrawal from Contract” item.

FAQ

Why isn’t the button showing? Check that the toggle is on and the URL is filled in.
Where do the e-mail address and order number come from? From the data of the order that Foxdeli processes; they are filled in only when the e-mail is sent.

This article is a general overview of the changes, not legal advice.

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