Product Documentation

Last updated: April 3, 2026

Overview

SafeRadar is a Shopify app designed to help merchants selling to EU customers comply with consumer protection and sustainability regulations. It automates workflows that would otherwise require legal resources or custom development — turning compliance into a competitive advantage.

The app combines automated compliance workflows with an intuitive merchant dashboard, allowing you to manage customer withdrawal requests, customize email communications, and track your overall compliance status with real-time scoring.

Quick facts

Available on Shopify App Store
Supports merchants in EU/EEA regions
Compliant with GDPR and EU Omnibus Directive
Real-time financial analytics (Value at Risk, Saved Revenue)
Automatic enrichment of withdrawal requests with order data

Quick start (5 minutes)

Install the blocks — Go to Installation page and follow the guided setup. Add the Admin Widget to your Order Details page to track requests internally, and add storefront blocks via your Shopify Theme Editor (Themes → Customize) for your customers.
Customize email templates — Navigate to Email Templates to set up your custom email addresses, subjects, and body text for withdrawal confirmations, approvals, and rejections.
Monitor requests — Visit the Withdrawal Requests dashboard to see incoming requests, approve or reject them, and send notifications to customers.
Check compliance — View your Compliance Score on the dashboard to understand your current compliance posture and identify gaps.

Who is it for?

Shopify merchants selling to customers in the European Union (EU/EEA)
Merchants concerned about fines under EU Directive 2011/83/EU
Stores without dedicated legal teams that need automated compliance workflows
Brands that want to build trust through transparent, legally sound processes

Problem it solves

Selling to EU consumers comes with several legal obligations. SafeRadar automates the workflows required to stay compliant and reduces the risk of fines or lost business due to non-compliance.

Right of Withdrawal — EU law (Directive 2011/83/EU) requires merchants to accept returns within 14 days of delivery, confirm receipt in writing, and refund within 14 days.

Modules & features

1. Withdrawal Button (Live)

EU legal basis: Directive 2011/83/EU, Art. 11–13

The Withdrawal Button lets customers request a return directly from your storefront. No account is required — customers simply provide their order ID and email address.

Easy customer submission with order ID + email
Automatic enrichment (customer name, list of items, currency) via Shopify API
Business metrics: Total Value at Risk vs. Saved Revenue tracking
Urgency indicators for the 14-day legal deadline (overdue tracking)
Automatic confirmation email sent to customers
Customizable email templates for all message types

Compliance score

SafeRadar calculates a live Compliance Score (0–100) based on which modules are active and how efficiently you handle legal deadlines. The dashboard shows a visual ring indicator with three color-coded states:

Compliant (80–100): Green — All required widgets installed, store data is synchronized, and no withdrawal requests have exceeded the 14-day legal response window.
Partial (40–79): Amber — Action required. Some configuration components might be missing, or you have pending requests nearing their legal deadline.
At Risk (0–39): Red — Critical compliance gap. Missing legal forms or multiple requests have exceeded the 14-day mandatory response period.

The score is driven by automated checks: installation of the Withdrawal Button app block and real-time monitoring of response times for all incoming consumer requests.

AI Support Chat

SafeRadar includes a built-in AI Support Assistant available in your merchant dashboard. This assistant is specialized in SafeRadar's feature set and EU consumer protection law.

Feature Guidance: Ask the AI how to customize email templates, install widgets, or interpret analytics charts.
Regulatory Knowledge: Get instant answers about Directive 2011/83/EU and 14-day withdrawal obligations.
Store-specific Context: The AI can analyze your current request volume and compliance posture to provide personalized advice.
Multilingual Support: Chat in your native language; the AI handles complex queries across all major EU languages.

Legal references

SafeRadar is designed around the following EU regulations:

Directive 2011/83/EU (Consumer Rights Directive) — Withdrawal rights

Getting started guide

Step 1: Installation

After installing the app from the Shopify App Store, you'll be guided through initial setup.

Visit the Installation page in the app dashboard
Choose your integration method:
- Option A: Embedded Form — Create a dedicated "Withdrawals" page and add the SafeRadar Withdrawal app block via Theme Editor
- Option B: Popup Modal — Add the Withdrawal Button (Modal) block to your Header or Footer for a floating popup
Open Theme Editor — Go to Shopify Admin → Online Store → Themes → Customize
Test the widget by visiting your store — you should see the withdrawal form or button

Step 2: Configure Email Templates

Emails are how you communicate with customers throughout the withdrawal process. SafeRadar sends three types of emails:

Confirmation email — Sent when customer submits a withdrawal request
Approved email — Sent when you approve the request and initiate a refund
Rejected email — Sent when you reject the withdrawal (e.g., order outside 14-day window)

To customize these emails:

Navigate to Email Templates
Branding & Logotype — Go to the Branding tab to upload your store's logotype (PNG, JPG, WebP) or provide a direct image URL. This logotype will appear in the header of all automated emails.
Set your custom email address in the Sender Settings tab (e.g., support@mystore.com)
Customize the subject and body text for each email type in the Email Content tab
Click Test Delivery to send a test email to your inbox and preview the branding
Save your changes

Step 3: Monitor Your Dashboard

The dashboard is your control center for managing compliance:

Compliance Score — Real-time indicator (0–100) that drops if you have overdue withdrawal requests or missing components.
Value at Risk — Calculates the total potential monetary impact of all **Pending** withdrawal requests that may need to be refunded.
Saved Revenue — Tracks the total value of withdrawal requests that were **Rejected** (e.g., due to being outside the 14-day window).
Withdrawal Requests Table — Filterable view with automated Shopify data enrichment (items, customer details, order value).
Urgent Alerts — The Dashboard's "Action Required" card changes color (Yellow/Red) based on the legal urgency and quantity of pending requests.

Withdrawal requests guide

How customers submit a request

Your customers see a "Request Withdrawal" button on your product pages or cart. When they click it:

They enter their order ID (from their confirmation email or order history)
They provide their email address
They click "Submit Request"

SafeRadar immediately sends them a confirmation email and notifies you in the dashboard.

How you manage requests

Navigate to Withdrawal Requests to see all submissions:

Order details — View order ID, customer email, order date, and request date
Time-to-deadline — See how many days remain in the 14-day withdrawal window
Approve — Click to authorize the withdrawal and trigger a refund. Customer receives an approval email.
Reject — Click to decline (e.g., outside 14-day window). Customer receives a rejection email with your custom message.
Notes — Add internal notes about the request (not visible to customer)

Legal timeline (EU requirement)

EU Directive 2011/83/EU sets strict deadlines you must follow:

14 days from delivery for customer to submit a withdrawal request
14 days from receiving the withdrawal request to process the refund
Within 30 days to refund payment if you're waiting for return shipping

Tip: SafeRadar's dashboard highlights requests nearing their deadline in red to help you stay compliant.

Reports & analytics guide

The Reports page provides deep insights into your compliance volume, financial impact, and return patterns. Use these analytics to optimize your operations and reduce future returns.

Key metrics

Total Returns — Total number of withdrawal requests in the selected period.
Confirmed / Pending / Rejected — Clear breakdown of fulfillment status.
Average Refund — The mean financial value of each withdrawal.
Total Refunded vs. Pending Value — Track actual payouts versus potential "Value at Risk".
Return Rate (%) — Percentage of total orders that result in withdrawal requests.

Visualizations & charts

Fulfillment Overview — A pie chart showing the ratio of pending, approved, and rejected requests.
Trends Over Time — Weekly bar chart showing request volume and financial value.
Most Returned Products — Identifies the top 5 items being returned, helping you spot quality or description issues.
Refund Distribution — Histogram showing the typical price range of returned items.
Approval Speed — Distribution of days taken from request to final decision.
Reason for Return Analysis — Shows common reasons provided by customers for exercising their right of withdrawal.

Data export

Need to share reports with your legal or accounting team? Use the Export button to download data in multiple formats:

CSV / Excel (XLSX) — Raw data with metrics, timeline data, and product lists.
PDF (Visual) — A high-resolution capture of all charts and graphs, ready for presentation.
JSON — Structured data for custom developers or integration with other tools.

Filters & Refresh

Period Selector — View reports for the last 30, 90, 180 days, or All Time.
Live Refresh — Click the Refresh icon to pull latest data from Shopify and update charts instantly.

Email templates guide

Why custom email templates matter

Personalized emails build trust with customers and reinforce your brand. SafeRadar lets you customize three key emails in the withdrawal workflow while maintaining all legal requirements.

Template 1: Withdrawal Confirmation

When sent: Immediately when a customer submits a request.

Content: Confirmation of receipt, order details, and explanation of the 14-day review process.

Personalization: Supported by AI-powered tone matching and branding (custom logotype support).

Customizable fields:

Subject line
Logo alignment and size (PNG, JPG, WebP)
Sender email address
Message body with dynamic customer and order variables
Email body
Reply-To address (your support email)
Subject prefix (optional — prepended to all outgoing emails)
Footer text (optional — added to bottom of email)

Example: "Thank you for requesting a withdrawal. We've received your request for order #123456 and will review it within 3 business days."

Template 2: Withdrawal Approved

When sent: When you approve a withdrawal request in the dashboard

What customers see: Confirmation that their refund has been processed and shipping instructions (if applicable)

Customizable fields: Same as Template 1

Example: "Your withdrawal request has been approved. Your refund of €50.00 will be processed within 14 days. No return shipping is required."

Template 3: Withdrawal Rejected

When sent: When you reject a withdrawal request in the dashboard

What customers see: Reason for rejection and contact information for further inquiries

Customizable fields: Same as Template 1

Example: "Your withdrawal request could not be approved because the order was placed more than 14 days ago. Contact us for exceptions."

Testing your templates

Before your templates go live, you can test them:

Navigate to Email Templates
Customize the subject and body for any template
Click Send Test Email button
Check your inbox for a preview of the email as customers will see it
Verify formatting, links, and personalization placeholders are correct
Click Save to apply your changes

Email sender information

From address: All emails are sent from hello@costradar.ai (our verified sender address)

Reply-To address: You can customize this in Settings. Customers will reply directly to your custom email address (e.g., support@mystore.com)

Why two addresses? This approach ensures reliable delivery while letting customers contact you at your preferred email.

Data handling

SafeRadar collects and stores only the minimum data required to process withdrawal requests.

What data we collect

Order ID — From customer withdrawal request submissions
Customer email — For sending notifications
Request timestamp — To track the 14-day deadline
Request status — Pending, approved, or rejected
Email customization settings — Your custom templates and sender preferences

What we don't collect

Payment or credit card information
Full customer addresses (only order ID is used)
Customer account data or login information

Data retention

Withdrawal request records are retained for 2 years for legal and audit purposes. You can delete individual requests at any time from the dashboard.

Compliance

SafeRadar is fully compliant with:

GDPR — We minimize data collection and provide data export/deletion options
CCPA — We honor data privacy requests from California residents
Data Processing Agreement (DPA) — Available upon request; see DPA for full details

Your data rights

You can:

Export all your data from the dashboard (Settings > Data Export)
Delete individual requests at any time
Request a full account deletion — We will securely delete all data within 30 days

For complete information about our data processing practices, see the Data Processing Agreement (DPA).

Support

Getting help

We're here to help! If you have questions or encounter any issues:

Email us: saferadar@radrly.com
Response time: 24 hours (business days)
Common issues: Check the FAQ section below before contacting us

Frequently asked questions

Q: What happens if a customer's withdrawal request is outside the 14-day window?

A: You can reject the request. SafeRadar will send them your custom rejection email. You may want to include information about your other return policies in the email body.

Q: Can I customize the withdrawal button appearance?

A: Yes. You can customize the button text, position (inline, floating bottom-right/left, etc.), accent colors, and text colors directly in the Shopify Theme Editor when adding the SafeRadar widget block.

Q: What if a customer doesn't receive a confirmation email?

A: First, check your email template settings — verify the Reply-To address is correct and the template content is valid. Then check the Supabase logs in your admin panel. If the issue persists, contact us at saferadar@radrly.com.

Q: Can I test the withdrawal flow without affecting customers?

A: Yes. Use a test order ID and your own email address. The request will appear in your dashboard and you can approve/reject it to see the full email workflow. When you're satisfied, test with a real customer order.

Q: How do I know my store is compliant?

A: Check your Compliance Score on the dashboard. It will be 80–100 (green) when all required features are configured. The dashboard will tell you exactly what's missing if your score is lower.

Q: What payment methods does SafeRadar support for refunds?

A: SafeRadar manages the workflow but doesn't process refunds directly. You process refunds through Shopify's admin (for credit cards, PayPal, etc.) or your payment processor. We just help you track deadlines and communicate with customers.

Q: Is there a limit on the number of withdrawal requests I can process?

A: No. SafeRadar can handle unlimited requests. All pricing plans include full access to the withdrawal button and dashboard.