One clean line sweeping the face of a matte cube: the inspection is a pass over the goods, not a formality.
Two facts explain this whole page.First, the inspection exists to build a file while the claim is still alive. Everything on this page — the number of photos, the typed defects, the deadline — is aimed at one thing: being able to go back to the seller with evidence before the marketplace’s window closes.Second, the window closes earlier than the marketplace says. REGA can only file a claim during opening hours; a deadline that falls at three in the morning is unreachable, and the claim is dead before the marketplace admits it. That is why we show you our deadline and never theirs.
From your parcel arriving to your reply
The item’s own label follows that path: “Received” while it is in our hands, “Review pending” once the inspection is out, “In warehouse” once it is settled. “Review pending” is the one step where saying nothing is itself an answer: past your deadline the item is approved in your place. The step after it waits on you too — the line under “In warehouse” reads “It is waiting for you. Group it with others whenever you like.” — but there, no clock answers for you: an item nobody groups simply stays, and past the free days it starts costing storage.What we do the moment the parcel arrives
The parcel is opened, the item is weighed, measured, given a shelf, and the item’s state moves from “Expected” to “Received”. A letter goes out at that instant — subject“{item} has arrived at our warehouse”, body “We received {item}. It is registered, weighed and stored.” — and it deliberately promises nothing about timing: “Our inspection follows: you will get the photos and our report, and you will then have a window to tell us whether everything is fine.”
We do not announce a delay between arrival and inspection, and you will not find one anywhere in the product. We would rather say “the inspection follows” than print a number we would sometimes miss. What is bounded is the other end: once the inspection is out, your reply window is stated to the minute.
Nothing forces us to fill every field, and re-recording an arrival is normal
Nothing forces us to fill every field, and re-recording an arrival is normal
Weight, dimensions, shelf and pick-up code are all optional at that step — someone weighs before measuring, and a missing field must never erase the one recorded next to it. Recording the arrival a second time on an item already marked “Received” is not a new step in the journey: it is a correction — a weight fixed, a shelf changed — and it is allowed on purpose.
The bounds on weight and size are typing guards, not a size limit
The bounds on weight and size are typing guards, not a size limit
A weight above 200 kg, or an edge above 5 m, is treated as a slipped finger on a keypad and pulled back to that bound. These are not limits on what the service accepts, and they are not a policy: they are the point beyond which a number cannot be real. The reason is money — those four numbers end up in a shipping quote, where the billable weight is the greater of the real weight and the volumetric one. A size typed in centimetres into a field that reads millimetres divides the volume by a thousand, and the difference is paid to the carrier by us.
The pick-up code is copied by hand, never read out of an e-mail
The pick-up code is copied by hand, never read out of an e-mail
We deliberately run no automatic parser over collection e-mails. A code extracted wrongly sends somebody to the wrong counter for a parcel that is not theirs — a class of mistake we would rather not create at all.
An item's weight shows up in one place, its dimensions in none
An item's weight shows up in one place, its dimensions in none
Both are recorded and both feed your quotes. The weight surfaces once a parcel is locked: on that parcel’s sheet, each line prints the item’s weight where the button to remove it used to be. An item’s own length, width and height are printed nowhere — a finished parcel shows the parcel’s measurements, not the pieces’. If you need either before that, ask: “Weighing” and “Exact measurements” are both free requests, and the answer comes back written by a person, in words — see “What you can ask for on top” further down.
What “checked” actually means here
There is no tick-list. An inspection is not a form with boxes for seams and buttons: what it produces is photos, one verdict, and defects drawn from a closed vocabulary. That vocabulary is the honest answer to “what do you look at”, because it is the only thing an inspector can write down.The three verdicts
Three values, not two, and it is deliberate. “Matches” and “Major defect” would be enough to decide; they are not enough to say. A missing tag is worth telling you about without pushing you towards a claim that would be refused. The middle verdict exists so that a small thing can be reported as a small thing.
The nineteen defects
Each defect carries a type from this list, a severity, an optional pin on a photo, and a note of up to 500 characters written in both languages.A type, not a sentence. A defect written in free prose cannot be counted, cannot be searched, and cannot be translated. Picking from a closed list is what lets the same defect read identically in French and in English, and lets us tell you afterwards how often it happens.
The three severities
Where the defect is
A defect can be pinned to a point on a photo, and the pin is stored as a position relative to the image, never in pixels — the same photo is served at different sizes to a phone and to a laptop, and a pin measured in pixels would drift. On your side, every defect in the list is clickable and takes you to its own photo: naming a defect without showing where it is would leave you hunting through ten pictures.The photos
Four small marks around a matte cube: a defect is not described, it is pointed at.
These three are settings, held per workspace, and REGA can change them for you without a release. The figures above are the ones the service starts from. The reason for the floor is written into the setting itself: “Below this, the inspection cannot be published: a thin file defends no dispute.”
What you see, and where
The viewer takes arrow keys, closes on Escape, and takes a swipe on a phone. Its one unusual behaviour: it zooms at the point you clicked, not at the centre of the image — a centred zoom forces you to drag the picture around to find the mark you were looking at.
The section headings, so you recognise them: “Inspection photos”, and, when there are none yet, “No photo yet.” The large photo is the one that always announces itself as “Enlarge”; a thumbnail announces its own caption instead, and falls back to “Enlarge” only when that photo has none. On a well-filled file, a thumbnail saying “Enlarge” is the exception.
The original file name is thrown away, on purpose
The original file name is thrown away, on purpose
Two separate reasons. One is plain safety. The other is privacy: a camera names its files with a date, a phone sometimes writes a place into them, and a warehouse scanner sometimes writes the seller’s name. None of that belongs in your file, so the name is replaced before anything is stored.
Nobody can reach your photos by guessing an address
Nobody can reach your photos by guessing an address
Photos are not served from a public folder. Every one of them is served behind your sign-in and walled off by workspace, and a photo belonging to somebody else answers “This photo could not be found.” — never “forbidden”, because a refusal would confirm that the photo exists.
The order of the photos is meaningful
The order of the photos is meaningful
The first photo is the one that represents the file. The order is always sent whole, never as pairs of swaps — a half-applied reorder is the kind of thing you only notice on the day the gallery matters.
The archive is named after the item, never after the listing
The archive is named after the item, never after the listing
Inside it the files are renumbered in order,
01, 02, and so on. The archive itself carries the item’s reference, not the title of the listing: that title describes a purchase, not a piece of evidence. And a photo whose file has gone missing does not break the archive — you get everything that exists rather than nothing at all.A photo that no longer opens says so differently
A photo that no longer opens says so differently
If the record exists but the file has gone — after a partial restore, for instance — the screen says “The image was not found.” rather than “could not be found”. The two are not the same event and do not call for the same gesture: one means it never existed here, the other means write to us.
What the report contains
We write both languages ourselves; nothing here is machine-translated. A note is an observation — “the lining is intact, look at photo 3” — not a phrase from a catalogue, and a machine rendering of it would be a machine’s opinion of what an inspector saw. Filling only one language is a normal case, and an empty English note falls back to the French one: an English reader facing a French sentence understands it; facing a blank, they cannot tell whether nothing was found or the screen is broken.
The clock, and why it is shorter than the marketplace’s
This is the part nobody can guess, so here it is in full.1
The marketplace opens a claim window when the parcel is collected
On Vinted it runs 48 hours from collection. That is the outer bound, and it is the only one the marketplace shows.
2
REGA can only file during opening hours
A claim is filed by a person, and that person works between 12:00 and 20:00, Paris time, every day. The last usable instant is therefore the last moment inside that window that still falls before the marketplace’s deadline.
3
We keep two hours to write and file
Drafting a claim from your description and our photos takes time. Two hours are held back from the end.
4
What is left, capped, is your window
Your deadline is the earlier of two things: 14 hours after the inspection was published, and the moment computed above. Whichever comes first is the one shown to you.
The 14 hours are a maximum, not a promise. If the inspection goes out late in the day, you get less — the other bound bites first. Read the countdown on the sheet; it is the only number that is true for your item.
What the countdown block says
The block changes colour twice on its way down: at 12 hours remaining it turns to warning, at 4 hours to danger.
How the queue ranks your items
The “To review” queue is ordered by deadline, the shortest first, and each line carries a label. That label is not read on the countdown beside it. It is measured on our own clock — the moment REGA loses the ability to file a claim at all — which sits further out than your reply deadline.
An empty queue says “Nothing to review. All caught up.” A long one says
“{n} checks shown out of {total}. The most urgent are first.”
Your two answers
- “Everything is fine”
- “Report an issue”
The main button. It is followed on screen by what it does: “The item goes to the warehouse and waits for you.”
- The item leaves “Review pending” and becomes “In warehouse”, marked “Approved by you”.
- Your free storage starts at that instant, and the date it ends is written down there and then — 60 days by default. See Storage and what it costs.
- It costs nothing.
You can only approve from “Review pending” — deliberately stricter than the rest of the machinery. An item can otherwise move from “Received” straight to “In warehouse”, but only our team may do that, so that you can never approve an inspection you have not seen.
And if you say nothing
Past your deadline, an inspection with no answer is approved automatically. The item enters the warehouse and carries the label “Approved without a reply”, whose help text reads “The deadline passed with no reply: the item went into the warehouse.”Silence approves; silence never files a claim. The two mistakes are not symmetrical, and that is the whole argument. Approving wrongly leaves you everything — the goods, the photos, the record, and a commercial conversation with us. Filing wrongly accuses a seller of a defect nobody observed, on the strength of somebody who simply did not open their screen, and it spends the one channel the marketplace rations us on. A lost account takes its address with it, permanently.
- A report is never overwritten. The sweep only ever looks at items with no answer at all. Silence is the absence of a reply, not a reply we did not like.
- An item whose parcel has not been collected yet is never approved automatically. With no start, there is no deadline to pass.
- If you answer while the sweep is running, your answer wins. The human always beats the clock.
Reporting is not disputing
This is the border the page exists to draw. Reporting is you telling us something is wrong. It is a gesture on your screen, it is recorded on the item, and it takes a few seconds. Disputing is us going to the marketplace with your description and our photos — and that is filed by hand, by a person at REGA. There is no button anywhere that files a claim on its own, and there will not be one: the one channel it would use is the only one the marketplace rations, and there a refusal spends the allowance exactly as a success does.Once we open the dispute, a letter goes out to you saying so. Without it, “I reported it” and “REGA is dealing with it” look identical from your side, and waiting turns into doubt. The rest of that path — the fee, the window, the outcomes — is on When something is wrong.
The fee, and when it does not apply
The sentence you meet when the fee is due: “Opening a dispute costs €5.00. Pay it so we can start the procedure with the platform.” with a “Pay the fee” button next to it. If you have already paid: “The opening fee has already been paid for this item.” If you try to pay when there is nothing left to open: “The claim window has closed: there is no dispute left to open, and nothing to pay. You can still report the problem to us.”
The fee is a setting, like most amounts in this service, and €5.00 is what the service starts from. The amount you are asked for always comes from us, never from your screen — which is also why the “Pay the fee” button appears only on that exact refusal, and never on a network error. A “pay” button on a connection glitch would take money for nothing.
The four reasons a claim can be impossible
They are shown to you before the photos, at the top of the sheet — never after. Somebody who spends ten minutes describing a defect and only then learns no claim is possible has wasted that time through our fault.
When a claim is impossible, the second button changes its name: it reads “Report without recourse”, and the banner above it says “We record the issue and it stays on the item, but no claim can be filed with the seller.” The same warning is repeated inside the reporting window, because that window covers the screen and you would otherwise be reading it from memory.
Everything on this page that costs nothing
The acknowledgement reads what was recorded, not the clock re-read. If you report while the window is open and reopen the page an hour after it closed, you will still read that we are attempting a claim — because that is what was true when you pressed the button, and it is what we are doing. A screen that re-ran the clock would tell you “no recourse” about a claim being drafted at that very moment.
What you can ask for on top
Anything on this list can be asked for on an item while it is physically with us. The request goes on the item’s sheet, under “Request a service”.The list of services is a setting, not a fixed menu. New ones appear by being priced, without a release, so the grid on your screen is the authority on what exists today — and these prices are what the service starts from.
- The item has to be in the warehouse. Once it is shipped, delivered, returned or written off, nobody can photograph it any more, and the answer is “This item is not in the warehouse.” Accepting the request would charge for something impossible, then force a refund.
- The same request twice is refused, with “This request is already under way on this item.” The double click is the normal case here, not the exception — two people in the same company looking at the same item — and an authenticity check billed twice cannot be defended.
- The price is frozen when you click. The grid may change tomorrow; what you saw at the moment you asked is what you pay.
- You can cancel while nobody has touched it, and not once it is paid. Those are two different refusals on purpose.
- A request reads “Requested”, then “Done” or “Declined”. Cancelling is your gesture; declining is ours — they are never the same word.
- The answer is written by a person, in both languages — and here both are required. The inspection note and the photo captions are typed by hand too, but either of them may be left in one language; a service answer filled in one language only is refused. The reason is that the reply is written by a human for a human — “the lining is intact, look at photo 3” — and half of it in the wrong language is a French sentence in the middle of an English screen. A refusal with no explanation is rejected outright.
- A letter goes out when the answer carries text.
What can refuse a gesture on this page
Almost every one of these is a second tab or a second click, not a fault. The product treats them that way: it refuses cleanly and tells you to reload, rather than pretending the first gesture never happened.
The letters and the bell
The inspection letter is subject “Your item has arrived — tell us if everything is fine”, headed “Your item’s inspection”, and its body says
“We received {item} and inspected it. The photos and our report are waiting for you.” followed by one of two sentences — “You have until {deadline} to reply. With no reply from you, the item will be approved automatically and enter the warehouse.”, or, when no claim is possible, “The claim window with the seller has already closed for this item: you can still report an issue, but it cannot lead to a claim.” The button reads “See the inspection”.
The bell says “Quality check awaiting your approval”, and underneath: “{item} — reply before {deadline}, otherwise approval is automatic.”
Deadlines in a letter are written in Paris time, and the letter says so — a letter cannot know the time zone of the person opening it, while your screen can and does. And a letter that fails to send never blocks the inspection: the report is published either way, and it is waiting for you on the “To review” tab.
This service writes to you in English by default, and in your language if you have chosen one. It is a decision, not an accident of configuration. The full list of what we send, and when, is on The emails we send you.
What surprises people
An item carries three separate labels at once, and they are not stages of one thing
An item carries three separate labels at once, and they are not stages of one thing
Where the goods are, what you answered, and what we obtained from the marketplace are three independent facts. “In warehouse” · “Issue reported” · “Dispute rejected” is a perfectly ordinary combination: the item is with us, you did flag something, and the claim did not succeed. Reading them as one progress bar is the fastest way to misread a sheet.
Reporting an issue does not send anything back
Reporting an issue does not send anything back
Nothing is returned, put aside, or destroyed. The goods stay on our shelf throughout, and the only thing that moves them back to the seller is a claim we win in full.
An inspection is published even when the claim is already dead
An inspection is published even when the claim is already dead
You paid for photos and a written report. Withholding them because REGA can no longer file would take away the one thing you still have — the evidence, the record, and the ability to avoid that seller next time.
“Not collected yet” is the one impossible-looking case that still carries the fee
“Not collected yet” is the one impossible-looking case that still carries the fee
Three of the four sentences mean “this is over”. That one means “this has not started”. Confusing them once made the screen write “no recourse” on items whose clock had never even begun — so they are now written, and priced, as the different things they are.
The countdown you see is ours, never the marketplace's
The countdown you see is ours, never the marketplace's
The marketplace’s own deadline exists in the file, and it is not what the sheet shows you. Showing it would be showing you time you do not have.
Approving is the same gesture whether you clicked it or not
Approving is the same gesture whether you clicked it or not
The item ends in the same place. What differs is the label — “Approved by you” against “Approved without a reply” — and we keep them apart so we can say “you did not answer, so we approved for you” rather than let you believe you had clicked.
Free storage starts at approval, not at arrival
Free storage starts at approval, not at arrival
The days spent waiting for you to see an inspection are ours, not yours. Counting them would mean charging you for the time we took to publish the report.
Only “Deal-breaking” argues for a claim
Only “Deal-breaking” argues for a claim
A “Minor” or even a “Major” defect can be worth reporting to us without being worth a claim you would lose. The severity is our reading of what the marketplace is likely to accept, not a measure of how annoyed you are allowed to be.
The photo captions can be in one language only
The photo captions can be in one language only
Each caption is typed by hand in French and in English, and filling only one is normal. What you will never get is a machine translation of an observation, presented as ours.
A defect with no pin is not a defect in the corner of the picture
A defect with no pin is not a defect in the corner of the picture
It simply has no position. We would rather leave a defect unpinned than point at a place nobody looked.
What this does not do yet
We would rather write it here than let you find out halfway through.Nothing tells you when silence approved an item
The item quietly becomes “Approved without a reply” and enters the warehouse. The letter for it exists in the product, but the path that runs today does not send it. Until it does, the countdown on the sheet is the thing to watch.
Disputes are filed by a person, not by a button
Your report reaches us in a second; the claim itself is written and filed by hand. It is deliberate — the channel it uses is the one the marketplace rations — but it means a claim is not instant.
An item's sheet shows no history
The “Details” section of an item currently reads “No tracking yet.” at all times. It is meant to carry the item’s own timeline; today it carries nothing, and we would rather say so than let you assume the item has had a quiet life.
You cannot send us a photo
Every photo in an inspection comes from our warehouse. There is no way for you to add one to the file, however useful yours might be.
No refund if the window closes under you
If you pay the opening fee while a claim is possible and report after the window has shut, the report goes through free — and nothing gives you the fee back on its own. Write to us.
No announced delay between arrival and inspection
We say “the inspection follows”, and we do not print a number. What is bounded is your reply window, not our turnaround.
No stated retention for the photos
Nothing removes them on a schedule, and we do not announce how long they are kept either. If you want a copy of your own, “Download the photos” is there and it is free.
Only some item states carry an explanation
“Expected”, “Received”, “Review pending” and “In warehouse” each explain themselves in one line. The later ones show their name and nothing else — falling back on another state’s sentence would tell you an item already delivered is “waiting for you”.
Where to go next
When something is wrong
What happens after you report: the fee, the window, the three possible outcomes, and what each one does to your goods.
Your warehouse
Every state an item goes through, the search, and what an item added by hand changes.
Storage and what it costs
The free days that start the moment you approve, the scale after that, and the reminders.
Consolidation and quotes
Grouping approved items into one parcel, and reading a quote line by line.
The emails we send you
Which event triggers which letter, what it contains, and what we never write.
What reshipping does for you
The whole journey in one page, and the two fixed fees REGA charges.