Every email in the withdrawal flow carries a legal note at the bottom: the sentence stating which law your buyer is exercising their right under. Until now that sentence travelled only in the HTML version of the email. From today it is in the plain-text version as well.
Why it matters
Every transactional email is sent as two versions at once: a formatted one (HTML) and a text-only one. The recipient's mail program decides which to show, and it is not always the HTML: some clients are set to text mode, some corporate filters strip formatting, and accessible readers often prefer plain text.
Anyone shown the text version saw the full acknowledgement —identifier, order, deadlines— but no reference to the law. Both versions now say the same thing.
Which emails are affected
Those in the legal flow, the ones that make that claim:
- The withdrawal acknowledgement, the one that goes out in under 60 seconds with the PDF.
- The status emails for a withdrawal request: approved, received, refunded and rejected.
Commercial flow emails (a return or exchange under your own policy) carry no legal note and are unchanged: they do not invoke the right of withdrawal, so they cite no law.
The law cited is still your store's
What is cited has not changed, only where it appears. The citation still comes from the returnEasier matrix that crosses language × jurisdiction: the language you speak to your buyer in and the legal basis of your store's country —Spain, France, Germany, Italy, Portugal or the EU base— are two independent things. A German store with an English portal cites § 356a BGB in English.
Checked language by language
Along with the fix we added an automated test that pins the 42 combinations of 7 languages by 6 legal bases across every surface of the legal flow: both emails, the acknowledgement PDF and the three portal screens. It checks that the citation is the right one, that no other country's identifier creeps in, that the stated deadline is 14 days, and that the sentence reaches both versions of the email.
It is a safety net for the usual risk: a copy tweak quietly taking a legal statement with it.
What you need to do
Nothing. It is already live on every plan and in all 7 languages. If you want to review which emails returnEasier sends and when, the help centre has the detail.