Ask Customers Why They're Withdrawing

You can now understand why customers withdraw from their contracts. The new Reasons field lets you ask shoppers for a reason directly on your Withdraw page.

‍

• Ready to use out of the box: Ships with predefined reasons like Changed my mind, Ordered by mistake, Item not as described, and Received the wrong item.
• Fully customizable: Add your own reasons, delete the ones you don't need, and reorder them to match your priorities.
• Multilingual support: Every reason is fully translatable, so customers see them in their own language.
• The "Other" option: Includes a special Other reason that opens a free-text field, letting customers add extra context about their order.
• Optional by design: Reasons stay optional for the customer, and the selected reason is saved with each request.
• Works everywhere: Available on both the storefront form and inside the theme editor.

‍

You can review each customer's reason directly in Privacy Center > Requests > [Order] > View.

‍

Enable and manage your reasons anytime from Privacy Center > EU Withdrawal Page > Manage page > Fields > Reasons.