When a customer submits an EU withdrawal request through Order Editing, your team should receive a clear internal alert and have a reliable way to find the order in Shopify. The recommended setup uses the Support Ticket Created Shopify Flow trigger plus a saved order view filtered by orderediting:message.
1. In Shopify admin, go to Apps > Shopify Flow.
2. Create a workflow with the trigger Support Ticket Created and the action Send Internal Email.
3. Choose where your team should be notified.
4. Turn on the workflow after testing it with a sample withdrawal request.
The notification can send an internal email, create a Slack message, create a Gorgias ticket, create a Zendesk ticket, or route the request into another support workflow your team already uses.
💡 Tip: Include the order name, customer email, customer message, and order status URL in your notification so the reviewer can open the request quickly.
If your store also uses Support Tickets for other customer messages, add Flow conditions so the workflow only alerts your team about withdrawal requests. Common signals include:
- The submitted support topic is withdrawal-related.
- The customer message contains withdrawal language.
- The custom checkbox field withdrawal_request is true.
Use the fields available in your Flow template and test the exact values with a sample request before enabling the workflow.
Order Editing applies orderediting:message when a customer contacts your store through the contact form. That is the canonical app tag for support messages.
Some exported Flow drafts also add custom tags like withdrawal-request or withdraw-request. Those are optional workflow tags, not built-in Order Editing tags. You can use a custom tag if it helps your team, but do not rely on it as the only way to find withdrawal requests unless your Flow adds it consistently.
1. In Shopify admin, go to Orders.
2. Filter orders by tag orderediting:message.
3. Add any extra filters your team needs, such as fulfillment status or destination country.
4. Save the view with a clear name, such as Withdrawal Requests.
Review this view regularly while your EU withdrawal process is live. If you use optional custom tags, you can create a second view filtered by your custom tag.
Order Editing can send a default confirmation email after the customer submits the form. If you use Klaviyo, you can create your own confirmation flow triggered by the Order Editing contact form event.
For Klaviyo, use the Contact Form Submitted event and filter for withdrawal requests. Include the order name, the customer's message, and the order status URL so the customer can return to their order if needed.
1. Open the internal notification or saved order view.
2. Check the order status, destination country, fulfillment status, and submitted message.
3. Review whether the request should be accepted under your store policy and legal obligations.
4. Release, cancel, refund, return, or continue the order according to your internal process.
5. Reply to the customer with the next step and any return instructions.
