If a buyer submits a withdrawal through your Jimdo website, you must act within specific legal deadlines. This article explains step by step what happens next, what you are required to do, and how to handle withdrawals correctly and confidently.
What happens after a withdrawal is submitted?
When a buyer completes the withdrawal form and clicks Confirm withdrawal, two emails are sent automatically:
- A confirmation email to the buyer
- A notification email to you (the seller)
This notification email is your legal record of the withdrawal.
Important: Jimdo does not store withdrawal emails at all. The notification email you receive is your only record of the withdrawal. Make sure to store it securely for your own records.
Step by step: what to do
1. Find the notification email
- Check your inbox and spam folder
- The email includes:
- Buyer name
- Buyer email address
- Order or contract reference
- Optional: reason for withdrawal
2. Match it to the original order
- Use the reference provided
- Locate the transaction in your system or payment provider
3. Before you refund: check whether a right of withdrawal actually exists
Not every withdrawal request is valid. Before you process a refund, confirm all three points below. If any one of them is not met, you may not be required to refund.
a) Is the buyer a consumer? The right of withdrawal protects consumers, meaning private individuals buying for personal use. It does not apply to business buyers (B2B). Indications that a buyer acted as a business include a company name, a VAT ID, or a clearly commercial order. If in doubt, ask the buyer to confirm whether they purchased as a private consumer or as a business.
b) Is the product or service excluded from withdrawal? Some products and services are exempt by law, even when the buyer is a consumer. The most common exclusions are:
- Custom-made or personalized items (for example an engraving, or a made-to-order product)
- Perishable goods, and food or drink that spoils quickly
- Sealed goods that cannot be returned for health or hygiene reasons, once the seal has been broken (for example cosmetics, underwear, earrings)
- Sealed audio, video, or software media, once the seal has been broken
- Newspapers and magazines (a subscription is not excluded)
- Services tied to a specific date or period, such as event tickets, accommodation, car hire, catering, or other leisure bookings
If the order falls into one of these categories, the buyer generally has no right of withdrawal and you are not required to refund. Document your reasoning and explain it politely to the buyer.
c) Was the withdrawal submitted in time? The standard withdrawal period is 14 days. When it begins depends on what was sold:
- Goods: from the day the buyer (or a person they nominated, not the carrier) received the goods. For orders delivered in several parts, the period starts when the last item arrives.
- Services and digital content: from the day the contract was concluded.
Important: the 14-day period only starts once you have properly informed the buyer about their right of withdrawal, for example through correct withdrawal instructions at checkout. If you never provided proper instructions, the period can extend to up to 12 months and 14 days. Before treating a request as "too late," check that the buyer actually received correct withdrawal information.
4. Process the refund within 14 days
- You must issue the refund within 14 days of receiving the withdrawal
- This is a legal requirement under EU consumer law
- Use the original payment method, for example:
- PayPal
- Stripe
- Bank transfer
Important: Jimdo does not process refunds for you.
Good to know: If the withdrawal concerns a booking that was paid online, refund the payment in Jimdo under Payments. PayPal payments are refunded in your PayPal account. Cancelling a booking doesn't refund the payment, and refunding a payment doesn't cancel the booking. Learn more in Accept payments with Jimdo Bookings.
5. Confirm the refund to the buyer (recommended)
We recommend to send a short email confirmation
- Include:
- Confirmation that the refund was issued
- Expected processing time
6. Keep the email as your record
- The withdrawal and notification email are legally relevant
- Store them according to your own or your local retention requirements
Important notes
- You are responsible for issuing the refund on time
- The 14-day deadline is legally binding
- Missing the deadline may lead to legal risks
Contested withdrawals
If you believe a withdrawal is invalid or fraudulent:
- Document your reasoning
- Respond directly to the buyer
Jimdo cannot intervene in disputes.
For legal issues, consult a legal advisor or arbitration body.
Responsibilities: Jimdo vs you
Jimdo does:
- Provide the withdrawal form
- Send confirmation to the buyer
- Send notification to you
You do:
- Process the refund within 14 days
- Match the withdrawal to the order
- Communicate with the buyer
- Store the notification email as your legal record
FAQ
What happens after a buyer submits a withdrawal?
You receive an email with the buyer details and order reference. This is your legal record and the basis for the refund.
How long do I have to issue a refund?
You must issue the refund within 14 days of receiving the withdrawal.
Does Jimdo process the refund automatically?
No. You must process it yourself using the original payment method.
Where can I see all withdrawals?
In your email inbox. There is no withdrawal dashboard.
What if I cannot find the notification email?
Contact Jimdo Support and provide the buyer name and order reference.
Are partial withdrawals possible?
No. Only full contract withdrawals are supported.
Does the withdrawal right apply to B2B orders?
No. It applies only to consumer transactions.
What if the withdrawal is submitted late?
You are not required to accept it.
Is the notification email a legal document?
Yes. It serves as official proof of the withdrawal.
Do I need to store withdrawal emails?
Yes. Jimdo does not store them.
Need help?
If you cannot find the withdrawal email or have additional questions:
- Contact Jimdo Support
- Include buyer name and order reference
This helps resolve your request faster.