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# Ask customers for right of withdrawal consent before download

Filemonk can ask customers to agree to immediate access to their files, and to waive their 14-day right of withdrawal, before their download unlocks. Filemonk records the consent against the order, with the date, so you have a record if a customer later asks to cancel. You choose who sees this consent step: only customers with an EU billing address, or every customer wherever they are.
This feature is available on paid plans.

### Why use withdrawal consent

From 19 June 2026, EU law (Directive 2023/2673) requires merchants selling digital products to EU customers to collect this consent before the download. EU consumers have a 14-day right to withdraw from an online purchase. For digital content, that right ends when the download begins, but only if the customer expressly agreed to it first. The consent step collects that agreement before the files unlock.
**EU customers only** covers customers with an EU billing address. **All customers** applies one consent process to every purchase. This suits EU-based merchants who want the same flow for customers outside the EU too.
This article explains what the setting does. It isn't legal advice, so check your obligations with someone qualified.
### Setting up withdrawal consent

##### Step 1: Turn on the consent step

1. Open the Filemonk app from your Shopify admin and click **Settings**.
2. Open the **Orders** tab.
3. Turn on **Require consent before download (EU)**.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/4/f/7/24f71cce258b5000/image_10o8lo6.png)

##### Step 2: Choose who must consent

Under **Require consent from**, select one option:
* **EU customers only**: customers with a billing address in an EU country. This is the default.
* **All customers**: every customer, wherever they are.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/4/f/7/24f71cce258b5000/image_ovzufz.png)

##### Step 3: Edit the consent wording

1. In **Consent text**, edit the statement customers agree to. The default reads: "I request immediate access to this digital content and acknowledge that I lose my right of withdrawal once the download begins." You can include links, for example to your refund policy.
2. In **Button text**, edit the label on the button customers click to unlock their download. The default is **Confirm and download**.
3. Click **Preview** to see how the consent step will look.
4. Click **Save**.

If you sell in more than one language, click the translate icon next to the setting's title to translate the consent text and button.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/4/f/7/24f71cce258b5000/image_1rbdw0b.png)

### What customers see

When a customer opens their download page, or the download popup in their account, Filemonk shows your consent text with a checkbox and your confirm button. Their files unlock once they tick the box and click the button.
Filemonk only asks during the 14 days after the order is placed. After that, customers download as normal, even if they never gave consent.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/4/f/7/24f71cce258b5000/image_nxmbe4.png)

### Where to find recorded consent

* In the **Orders** list, orders that need consent show **Awaiting consent**. Orders where the customer agreed show **Consented**.
* Open an order to see the **EU right of withdrawal** section. It shows when consent was given and the exact wording the customer agreed to.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/4/f/7/24f71cce258b5000/image_c1mmwo.png)

### Troubleshooting

| **Symptom** | **Likely cause** | **Fix** |
| ---- |
| The consent step doesn't appear | Your store is on the free plan | Upgrade to a paid plan. The consent step only runs on paid plans |
| The consent step doesn't appear | The order is more than 14 days old | This is expected. Filemonk only asks for consent within 14 days of the order |
| The consent step doesn't appear for a non-EU customer | **Require consent from** is set to **EU customers only** | Select **All customers** and click **Save** |
| A non-EU customer was asked for consent | The order has no billing country | Filemonk asks for consent when it can't tell where the customer is. No action is needed |
| An order shows **Awaiting consent** | The customer opened their downloads but didn't confirm | Let the customer know that ticking the box and clicking the confirm button unlocks their files |
| The consent text shows in the wrong language | The consent text hasn't been translated | Click the translate icon next to **Require consent before download (EU)** and add the translation |

### FAQs

\*\*Q: I already use the consent step. Does anything change for my store? \*\*
A: No. Existing stores are set to EU customers only, so customers see the same thing as before unless you switch to All customers.

\*\*Q: Does the wording or the 14-day window change if I choose All customers? \*\*
A: No. Every customer sees the same consent text and confirm button, and the 14-day window works the same way.

\*\*Q: Does this affect checkout? \*\*
A: No. The consent step appears after purchase, when the customer opens their downloads. Checkout is unchanged.

\*\*Q: What happens after the 14 days? \*\*
A: Customers can download without consent, because the withdrawal period has ended.

\*\*Q: Does turning this on make my store compliant? \*\*
A: It gives you a way to collect and record consent, which is one part of compliance. Your terms, refund policy and store disclosures also matter.