What Is the 14-Day Right of Withdrawal?
A new EU consumer law (effective 19 June 2026) requires online merchants to give customers an easy, clearly visible way to cancel certain purchases within 14 days, without having to contact you. Convious handles this for you: a "Start a withdrawal" link appears automatically in your checkout, and customers can withdraw eligible items themselves in a few clicks. Refunds are processed back to their original payment method.
This applies to non-dated products such as memberships and gift vouchers. Dated tickets (for a specific visit date) are exempt and are never offered for withdrawal.
Why It Matters for You
Automatic compliance: if your venue is in the EU, the withdrawal option is switched on for you. No setup.
Less support work: customers complete withdrawals themselves instead of emailing or calling your team.
Full visibility: every withdrawal shows up in your Orders page with a clear reason, so your finance team always knows why a refund happened.
Protects your business: a short disclosure at checkout keeps you covered against retrospective claims.
Where to Find It
You don't need to enable anything. If your venue's country is set to an EU country, the "Start a withdrawal" link appears automatically at the bottom of your checkout widget.
How It Works for Your Customers
Step 1 — Start a withdrawal
The customer clicks "Start a withdrawal" in the checkout footer (or the link in their confirmation email). They enter their order number and email address. For security, a secure link is then emailed to them, so only the genuine buyer can continue.
Step 2 — Open the secure link
The customer receives an email with a secure link and clicks it to continue. This verifies their identity, so only the genuine buyer can proceed to withdraw items.
Step 3 — Review and confirm
The customer sees which items are eligible to withdraw and the refund amount. Dated tickets are shown as not eligible, with an explanation. They select the items they want and confirm.
Step 4 — Instant confirmation
The customer immediately sees a confirmation screen and receives a confirmation email with the timestamp, order number, withdrawn items, and refund amount.
What You See in the Control Panel
Every withdrawal appears in Orders like any other refund. The withdrawn item is marked as Canceled / Refunded, with the cancellation reason "EU 14-day right of withdrawal."
Frequently Asked Questions
Do I need to turn this on? No. It's enabled automatically for EU venues. If you don't see it, check that your venue's country is set correctly, or contact your Convious CSM.
Which products can be withdrawn? Non-dated products such as memberships and gift vouchers. Dated tickets for a specific visit are exempt and are never offered for withdrawal.
What if a customer has used their membership already? This is not fall under the 14-day withdrawal process.
Does the customer need an account or password? No. Withdrawal is available without logging in. A secure email link verifies their identity instead.
Will I be told when a withdrawal happens? Yes. It appears in your Orders page as a refund, labelled with the 14-day withdrawal reason.
Learn More: The Legal Basis
This feature implements the EU's mandatory withdrawal button requirement, effective 19 June 2026. It applies identically across all EU member states.
Directive (EU) 2023/2673 — introduces the mandatory withdrawal button (new Article 11a)
Consumer Rights Directive 2011/83/EU — the underlying 14-day withdrawal right and product exemptions
CJEU ruling C-96/21 (CTS Eventim) — confirms dated leisure tickets are exempt from withdrawal