Exclude products from the withdrawal form

Before you start

Warning: the EU right of withdrawal applies by law to almost all products. The exceptions are few — for example made-to-measure goods, perishables, or goods sealed for hygiene reasons and opened after delivery (Art. 16 of Directive 2011/83/EU). A wrong exclusion can make you non-compliant: if in doubt, ask a legal adviser.

Excluding a product only removes the option to request its withdrawal through this form. The customer sees the item with the note “This item cannot be returned through this form. Please contact us directly.” and can always contact you.

There are two ways:

• with tags (Grow and Unlimited plans), from Settings;
• by product, collection or category (Unlimited plan), from the Restrictions page.

Method 1 — Exclude with tags (Grow and Unlimited plans)

1. In Shopify, add a tag to the products you want to exclude, for example custom.
2. Go to Apps › IFG Returns › Settings, section Automations and Appearance.
3. Tick Enable product exclusion by tag.
4. In Exclude products from withdrawal via tags (separated by comma), type the tags separated by commas, for example custom, giftcard.

5. Click Save at the top.

   What you’ll see: the message “Settings saved successfully!”. In step 2 of the form, products with those tags can no longer be ticked.

The same list also applies to order tags. If an order has one of these tags, the customer can’t send a withdrawal for that order: they see a message inviting them to contact you at the store’s email. Removing the tag from the order in Shopify makes the form work again immediately.

Method 2 — The Restrictions page (Unlimited plan)

Exclude specific products

1. Go to Apps › IFG Returns › Restrictions.

2. In the Specific products tab, click Add products.

   What you’ll see: Shopify’s product picker opens.

3. Choose the products and confirm.

   What you’ll see: the products appear in the list, with the red box “EU compliance warning” above them.

4. At the top, in the save bar, click Save restrictions.

   What you’ll see: the message “Restrictions saved successfully”.

To remove a product, click Remove next to its name and save.

Exclude collections

1. Open the Collections tab and click Add collections.
2. Choose the collections in the Shopify window and confirm.
3. Click Save restrictions.

Exclude categories

Categories are Shopify’s official ones, which you set on each product page.

1. Open the Categories tab.
2. In Search product category, type a word, for example “Apparel”.

3. Click the right category in the results.

   What you’ll see: the category appears as a tag below the field. If the app considers it risky, a red “High risk” badge is shown next to it and the “EU compliance warning” box appears.

4. If you chose a high-risk category, read the box and tick I understand, I want to proceed anyway at my own responsibility. Without this tick you can’t save.
5. Click Save restrictions.

At the bottom of the tab is the Guide to EU withdrawal-right exceptions (Art. 16), with the four most common cases. It is guidance, not legal advice.

On the Free and Grow plans the Restrictions page shows “Unlock Product Restrictions” and the Upgrade to Unlimited button.

Troubleshooting

The customer can still pick an excluded product. Check that you saved. For tags, check that the tag in the app matches the product’s tag (upper and lower case don’t matter).

The customer sees “One or more selected items can’t be processed through this form’s automatic method…”. They picked an excluded item. They can remove it and continue with the others, or contact you.

The Save restrictions button doesn’t become active. You chose a high-risk category without ticking I understand, I want to proceed anyway at my own responsibility.

Next step

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