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Set up the withdrawal form for your community

As a community admin, you can provide a public withdrawal form so buyers can submit purchase withdrawal requests and your team can review them. The form supports consumer-protection requirements where offering such a form is required by law. It is not mandatory everywhere: check which requirements apply to your community and its offers, and whether you need to provide it.

This guide explains how to enable the form, prepare your team's notifications, and understand the steps buyers experience. You need community admin access for setup; buyers do not need to sign in to use the public form.

1. Enable the form​

  1. In the web app, select Manage in the top navigation, then Settings > Legal and Compliance. On a smaller screen, Manage is in your profile-image menu.
  2. Expand Purchase Withdrawal Form.
  3. Turn on Enable purchase withdrawal form. The switch saves immediately and adds Withdraw from contract to the community's legal links.
  4. Select Preview in the same card to open the public form in a new browser tab.

The form and Purchase Cancellation Policy have independent settings. Enabling the form does not publish a cancellation-policy text. If you need to provide that text, expand Purchase Cancellation Policy, edit and save it, then turn on Enable purchase cancellation policy. See Manage your community's legal information for editing and preview steps.

2. Prepare your team's notifications​

Each admin responsible for withdrawal requests checks their own preference:

  1. Select the profile image at the top of the web app, then Account > Notifications.
  2. Under Me as an admin, find A purchase withdrawal was submitted.
  3. Select Email and then Save.

This activity offers email only. Enabling the form does not replace the individual notification preference. View administrators in the form's settings card opens the community administrator list. See Receive withdrawal emails as an admin.

Where buyers find the form​

When the form's link is enabled, buyers have these entry points on your community website:

  • On a public community page, they select Withdraw from contract in the footer.
  • While signed in, they open More at the bottom of the main navigation and select Withdraw from contract.
  • From the profile image in the top navigation, they select Account, then open More at the bottom of the account navigation and select Withdraw from contract.

On smaller screens, the main navigation is behind the menu button with three horizontal lines at the top left. In an account detail view, the back arrow beside Back returns to the account menu and its legal links.

Purchase Cancellation Policy opens your explanatory text, not the form. If buyers cannot find the form link, check Enable purchase withdrawal form in its settings card.

How buyers submit a request​

To explain the process or help a buyer, use this sequence:

  1. The buyer opens Withdraw from contract from one of the entry points above.
  2. They enter Name, Contact email, and Invoice number. All three fields are required. They need access to the email inbox and the invoice number for the purchase.
  3. They wait for the form's human verification to complete, then select Confirm withdrawal.
  4. coapp opens Enter confirmation code and sends a code to their contact email. The request is not yet confirmed at this point.
  5. The buyer enters or pastes the six-digit code. coapp checks the completed code automatically; the dialog has no additional submit button.
  6. After successful verification, the dialog closes, the form resets, and coapp confirms receipt. A receipt confirmation is sent to the contact email address.

Closing the code dialog before successful verification does not complete the request.

Review and process requests​

Your community's admins review and process submitted requests manually. Use the name, contact email, and invoice number to identify the purchase and follow up with the buyer. The receipt confirmation acknowledges submission; it does not mean that the purchase has already been reversed, a refund issued, or a membership cancellation completed.

Help buyers with confirmation problems​

  • No code arrived: ask the buyer to check the address shown in the dialog and their spam folder. Resend code becomes available after a one-minute countdown; resending starts another one-minute wait.
  • Incorrect email address: the buyer closes the dialog with the back arrow, corrects the address in the form, and submits again.
  • Invalid or expired code: the buyer enters a valid code or requests another when Resend code is available.
  • Human verification expired: the buyer returns to the form, completes verification again, and requests a new code.
  • Too many attempts or request failed: the buyer follows the displayed message, waits if asked, and tries again. A failed attempt does not show the receipt-confirmation message.