Support

Dotcase – EU Compliance  ·  Dotcase, Schwalbenweg 18, 31582 Nienburg, Germany  ·  Contact: support.euwithdrawal@dotcaseglobal.com

Need help with Dotcase – EU Compliance? We're happy to assist. The fastest way to reach us is by email — we typically reply within 1–2 business days.

Getting started

1. Create the withdrawal page — in the app, open Form settings and click "Create withdrawal page". This adds a standalone page that holds the form.
2. Enable the App Embed — open the Shopify Theme Editor → App embeds, and turn on "Dotcase – EU Compliance" so the form appears on the page.
3. Add a link for customers — add the withdrawal page to your footer menu, or use the in-app "Add the withdrawal button to my Refund Policy" helper.

Common questions

How do customers submit a withdrawal?

They open your withdrawal page, fill in the form (order number, email, name, optionally the items and a reason) and submit. The request appears instantly in your admin dashboard, and both you and the customer receive an email.

What's the difference between Free and Pro?

Free includes unlimited requests, all 24 EU languages, the withdrawal page, the dashboard (approve/reject/delete) and customer + merchant emails. Pro adds approval/rejection emails, editable email templates, widget customization, partial withdrawal (product selection), CSV and per-request PDF export, the order-status extension, Shopify Returns sync, and a configurable withdrawal-period indicator. Pro is a paid monthly subscription that includes a free trial; the current price and trial length are shown in the app and on the Shopify App Store listing.

The form doesn't appear on my page

Make sure the App Embed is enabled in the Theme Editor (step 2 above) and that you're viewing the dedicated withdrawal page. If you removed the page, re-create it from Form settings.

Can I add a withdrawal button to my Refund Policy?

Yes — in Form settings use "Add the withdrawal button to my Refund Policy". If your refund policy is a Shopify Policy (Settings → Policies), it can't be edited automatically, so the app gives you a ready-to-paste code snippet and step-by-step instructions.

Data, privacy and GDPR requests

See our Privacy Policy. For data access, export, or deletion requests, email support.euwithdrawal@dotcaseglobal.com; we respond within 30 days. You can also delete individual requests anytime from the dashboard, and all data is removed within 48 hours of uninstalling the app.

Contact

Dotcase
Schwalbenweg 18, 31582 Nienburg, Germany
support.euwithdrawal@dotcaseglobal.com