Form Withdrawal

Hi,

The withdrawal form does not require a customer account, it is meant to be usable by guests too. The login screen you see comes from how the menu item is set up, not from the form itself.

Instead of pointing a menu item at the raw URL (index.php?option=com_hikashop&view=withdrawal&layout=form), create the menu item with the dedicated type: in Menus, click New, and for the menu item type pick HikaShop > Withdraw from contract form page. On that page the customer enters their order number and the email they used when ordering, and HikaShop matches them against the order to authenticate, with no login required.

Also check the Access level of that menu item: it must be Public. If it is set to Registered, Joomla itself displays a login form before the page, which would explain what you are seeing.

About editing the form: it is the withdrawal/form view. You can customise it by creating a template override for it (or through Display > Views in HikaShop's configuration), but the standard form already provides the order number, email and product selection needed for the right of withdrawal, so in most cases no change is necessary.

There is a full guide in our documentation under "EU Directive 2023/2673: the withdrawal button" that walks through this setup step by step.
www.hikashop.com/support/documentation/5...thdrawal-button.html

Hi,

I think I reproduced it and found the cause. The form itself does not require a login, the problem was on the path around it.

When the withdrawal form is reached with an order reference (for example by following the "withdraw from contract" link from the order confirmation email), or when a submission cannot be processed (the order is not in a withdrawable state yet, or a withdrawal was already requested for it), HikaShop was redirecting the visitor to the account order list. That page requires a login, so a customer who was not logged in landed on the login screen instead of the form or a clear message. That is what you were seeing.

We have fixed it: guests are now kept on the withdrawal form. Following the link without being logged in shows the standalone form (order number + email), and a submission that is refused shows the reason on the form itself instead of the login screen. Download the HikaShop install package on our website and install it on yours to get the fix.

One thing to check on your side as well: only orders in a status marked "Withdrawable" can be withdrawn. Open System > Order statuses and make sure the status your relevant orders are in are enabled under the "Withdrawable" column. Otherwise withdrawal stays disabled for those orders even with the fix and you'll get a error message about it instead of the login form.