EU right of withdrawal says customers have the right to cancel "within 14 days of receiving the goods", that a store needs a clearly labeled button or link customers can easily find (the page names the account or order status page as examples), a second step where the customer confirms and gives their name, and a confirmation sent on a durable medium, such as email. It says the requirements took effect on 19 June 2026.

Self-serve returns and cancellations says customers can cancel items that have not shipped from the order status page, that you get a notification and review the request in your Shopify admin, and that you resolve it by removing the requested items through the standard refund flow, or decline it.

A daily reminder. Once a request has waited as long as your reminder day (day 10 unless you change it), Tacey rings the bell once a day for the whole store, saying how many customers are waiting, and sends one reminder email a day. It is never one message per request, and a request you or Shopify already answered is not counted. The email is on until you switch it off, and is described in What does Shopify email, and what does Tacey email, when a customer asks to cancel?.

A confirmation email after an approval. When you approve a request in Tacey, the customer gets one email that says what was removed and what was refunded. Shopify's page asks for a confirmation on a durable medium, such as email. Tacey does not claim that its email meets that requirement for your store. Tacey sends no email when a request arrives or is declined, because Shopify sends those itself.

Days left against 14. Each request card reads "12 days left of the 14 days Shopify's guidance mentions." (or "1 day remaining of the 14 days Shopify's guidance mentions." on the last day), and after day 14 "Waiting 16 days, past the 14 days Shopify's guidance mentions." The 14 is the number Shopify's page prints. It is a clock for you to read, not a statement about your legal position. It was read on a live store in French ("Il reste 14 jours sur les 14 jours mentionnés dans les directives de Shopify."). The overdue wording was tested but not seen on a live store.

An overdue reminder. Besides the daily reminder, one more bell a day while any request is 14 days old or more: "3 customers have waited more than 14 days for an answer to a cancellation request." The daily reminder email adds a count under Waiting more than 14 days and the line "Shopify's guidance mentions 14 days, so answer the oldest requests first."

Your reminder day. Open Tools, then Global settings, and find Cancellation requests from the EU. The field Start reminding on day takes any whole number from 1 to 14. A number outside that range is replaced with 10. A request past 14 days gets its own overdue reminder whatever day you pick.

EU suggestions. The same section lists Suggested settings: start reminding on day 10 (if you changed it), do not ask the customer for a reason to cancel, refund to the original payment method, charge no restocking fee, and turn off the offers shown before a customer cancels. The buttons Use the suggested day and Open the cancel order settings take you to the setting. Tacey changes nothing until you press save. Settings that already match are not listed, and then the section says "Your cancellation settings already match the suggestions."

A notice. The section ends: "These settings do not make a store follow any law. They help you answer requests on time."

Delivered goods and returns. A cancellation request covers items that have not shipped. A customer who has received their goods and wants to send them back is making a return, which is a different part of Shopify.

The button or link itself. The request comes from Shopify's own self-serve cancellation, if you turned it on, or from Tacey's Ask me first choice (see How do I let customers ask to cancel an item, and why is the Cancel requests tab empty?). Tacey does not add a withdrawal button of its own, and does not check whether your store shows one.

Telling you what the law requires of your store. Tacey does not check, certify or promise anything about it.

The 14 days starting when the order ships. The period Shopify cites runs from receiving the goods. Tacey counts from the day the request was made, so a request can be well inside or well outside what applies to it.