EU consumer law gives shoppers a statutory right to withdraw from a distance contract, and recent changes under Directive (EU) 2023/2673 mean online sellers are expected to offer consumers a clearly labelled, easy-to-find withdrawal function. At Last helps you meet this by letting you add a withdrawal link directly to your returns portal — the place your EU customers already go when they want to send something back.
Important: At Last routes your customers to your withdrawal page; it does not provide or certify one. You own the withdrawal page, the data submitted to it, and your compliance with the rules that apply in the markets you sell into. If you are unsure what those rules require, please seek your own legal advice.
How it works
You paste the URL of your withdrawal page into your At Last dashboard.
A "Withdraw from contract" link then appears in your returns portal's settings menu, directly below the Privacy Policy link.
The link opens your withdrawal page in a new tab and is available to every visitor — customers do not need to log in to reach it.
If you leave the field blank, nothing is shown in your portal — no button, no dead link.
Note: the link is shown to all portal visitors whenever a URL is set. At Last does not filter it by the customer's country or by how old their order is — it is a routing link only.
Step-by-step: adding your withdrawal URL
Step 1 — Open the Advanced tab
Log into your At Last dashboard, open Configuration, select your returns portal, and click the Advanced tab.
Step 2 — Enter your withdrawal URL
In the EU right of withdrawal section, click Edit and paste the full URL of your withdrawal page into the EU withdrawal URL field (for example, https://yourstore.com/withdraw). The URL must be valid — malformed URLs are rejected.
Step 3 — Save
Click Save. A banner reading "Configuration saved" confirms your changes have been applied, and the "Withdraw from contract" link will appear in your returns portal. To remove the link at any time, clear the field and save again.
No withdrawal page yet? Use our Fillout template
If you don't have a withdrawal page, we've built a ready-made Fillout form template you can add to your own Fillout account and use as your withdrawal function:
It's a two-step flow: the customer first declares their intention to withdraw, then confirms the withdrawal.
It captures the customer's name, order number, and email address.
To use it:
Open the template link above and click Use template — this adds a copy of the form to your own Fillout account (you can create a free account if you don't have one).
Set up the customer confirmation email. In your copy of the form, open Settings → Email notifications and make sure an email is sent to the customer (using their email answer from the form) on every submission, confirming you have received their withdrawal. This step matters: EU rules require you to confirm receipt of a withdrawal without undue delay on a durable medium, such as email — the form is not a compliant withdrawal function without it.
Set up your own notification so submissions reach your team — add an email notification to your support address on every submission.
Publish the form, copy its URL, and paste it into the EU withdrawal URL field as described above.
Keep the labels compliant: the wording shown to consumers on your withdrawal function is legally constrained. If you edit the template, make sure the labels still clearly identify it as a way to withdraw from the contract.
Your responsibilities
To state it plainly:
You own the form. The withdrawal page or form the link points to is yours, whether you built it yourself or cloned our template into your Fillout account.
You own the data. Anything customers submit through your withdrawal page goes to you, not to At Last, and you are the data controller for it.
You own compliance. At Last provides the link placement; it does not verify that your withdrawal flow meets the legal requirements of the markets you sell into.
Screenshot of how it appears in the returns portal
