> ## Documentation Index
> Fetch the complete documentation index at: https://docs.regasolutions.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Consolidation and quotes
> Putting several purchases into one parcel: what you tick, what freezes the moment you ask for a price, every line a quote can carry, the seven days you have to pay it, and what happens on the eighth.
Consolidation is the point of the whole service: several purchases, one parcel, one bill. Grouping is charged **€10.00 flat per parcel** — the same €10.00 for one item as for twelve — and that flat fee is the reason waiting can never be the expensive choice. What comes back is one quote per carrier, **frozen the moment it is issued**, payable for **seven days**.
***
## Choosing the pieces that travel together
Everything starts in [your warehouse](/reshipping/your-warehouse). Tick the cards you want to send, and a selection bar appears — it only exists once something is ticked:
| Control | What it does |
| ------------------------------------ | --------------------------------------------------------------------------------------------------- |
| **“Select all” / “Clear selection”** | The master tick at the left of the bar, which changes wording depending on what is already selected |
| **“`{n}` items selected”** | The running count, singular and plural both written out |
| **“Group into a parcel”** | Creates a parcel in preparation containing everything ticked |
You can also start from the other end. On **“Your parcels”** — subtitle **“Group your items into a parcel, choose a carrier, pay once.”** — the **“New parcel”** button creates an empty one.
**An empty parcel is a perfectly legitimate draft.** Nothing at all is required to create one: no items, no address, no packing options, no instructions. You can open the shell first and fill it over the following days, or tick five items and have the parcel arrive already full. Both are the same object.
Every parcel is born with a **reference of the form `RS-8K3M-4Q7P`** — two blocks of four. Its alphabet leaves out `I`, `O`, `0` and `1`, the four characters people misread when they read a code out loud, because this reference exists to be dictated over the phone. It is made to be said out loud, and it can be: it names the parcel, it does not open it.
### Grouping suggestions
The warehouse screen carries a **“Grouping suggestions”** section above the grid. It proposes bundles it thinks belong together, and it always says **why**, in one of four sentences — here in the order the screen puts them, the most pressing first:
| The reason it gives | What it noticed |
| ---------------------------------------------- | ----------------------------------------------------------------------------------------------- |
| “These items are about to leave free storage.” | Their free days are running out — see [Storage and what it costs](/reshipping/storage-and-fees) |
| “A parcel is already open: add them to it.” | A parcel you are preparing already has a destination, so these can simply join it |
| “These items fit into a single box.” | Their combined volume fits a box we hold |
| “These items go to the same place.” | No parcel is open, and they would all leave for your default address |
Each suggestion carries what it would save you — **“About `{amount}` saved”** — and a **“Create this parcel”** button. With nothing to propose, the section says so plainly: “No suggestion right now.”
**The saving shown is the consolidation fee you avoid, and nothing else.** Sending four items as one parcel rather than four saves three times the €10.00 flat fee, and that is the figure quoted. Shipping is deliberately left out of it: nobody knows what the carrier will charge until the parcel has been weighed, so putting it into the number would mean inventing it.
### What can keep a piece out of a parcel
Four sentences, and each one is about that one item:
| What you read | What happened | What to do |
| ---------------------------------------------------------------- | ------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------- |
| “This item could not be found.” | The item does not exist in your space | Go back to the warehouse list |
| “This item already belongs to another parcel.” | It is sitting in another parcel being prepared | Take it out of that parcel first, or send that one |
| “A dispute is under way on this item: it cannot ship right now.” | Its dispute is reported or open | Wait for the outcome — see [When something is wrong](/reshipping/disputes) |
| “This item is no longer available for this action.” | Its state does not allow it in or out of a parcel: shipped, delivered, returned, abandoned | Nothing |
**A refused item does not cancel the gesture.** Add five items, one of which is under dispute, and the parcel is still created **with the other four** — the refused one comes back named, with its reason. We would rather hand you four items and one explanation than nothing and one error.
Four more behaviours are worth knowing, because they look like bugs and are not:
* **Adding an item already in this parcel does nothing at all** — no error, no duplicate. The gesture is deliberately silent, because a second click on the same card is the normal thing to happen, not the exception.
* **In a single gesture, removals happen before additions.** So “remove A, add A” leaves A in the parcel.
* **The packing order continues the one already there.** Items added last do not jump to the front of the list.
* **A parcel's warehouse follows its first item**, never a default one. It is decided by what you put in it first.
Items under an open dispute are also **left out of grouping suggestions** entirely — not because they are hidden, but because a dispute you win may require sending the item back to the seller, and a piece already on a lorry cannot be sent back.
***
## What you put on the parcel before asking for a price
A parcel being prepared is a page of sections, and every one of them is optional except its contents and its destination:
| Section | What it holds |
| --------------------------------- | --------------------------------------------------------------------------------------- |
| **“Parcel contents”** | The items, each with a “Remove from parcel” cross, and an “Add items” button |
| **“Packing options”** | Fifteen tick boxes, with a live total underneath |
| **“Destination”** | An address from your book, with a “Default” pill on the one you set as such |
| **“Insurance”** | A switch and a “Declared value” field |
| **“Special instructions”** | Free text — “A note for the team packing your parcel.” |
| **“Parcel weight”** | The estimate: estimated, volumetric and chargeable weight, dimensions, a box-fill gauge |
| **“Duties and taxes on arrival”** | The customs estimate — see [Customs and insurance](/reshipping/customs-and-insurance) |
| **“Cancel the parcel”** | At the very bottom, with a confirmation |
### The fifteen packing options, and what they cost
**Do not read an option's price on its tick box.** On the parcel screen today, **every packing option is shown as “Free”**, including the ones that are not — a known defect of that screen. The quote bills them correctly. Until it is fixed, the table below and the **“Packing options”** line of your quote are the only trustworthy places to read these prices.
| Option | Price |
| -------------------------- | ----- |
| “Extra care” | €3.00 |
| “Extra box” | €5.00 |
| “Extra protection” | €4.00 |
| “Vacuum packing” | €2.50 |
| “Gift wrapping” | €2.50 |
| “Bubble wrap” | €2.00 |
| “Marked fragile” | €2.00 |
| “Protected shoe box” | €3.00 |
| “Waterproof bag” | €1.50 |
| “Items separated” | €1.50 |
| “Reinforced tape” | €1.00 |
| “Remove tags” | Free |
| “Keep the original box” | Free |
| “Discard the original box” | Free |
| “Photo before sealing” | Free |
These are the values the product ships with. Like every other figure on this page they are a **starting point**, editable per client, and the price that counts is the one written on your quote.
Four rules govern them:
* **A price is per parcel, never per item.** Ticking “Bubble wrap” on a parcel of nine items is one charge of €2.00.
* **Ticking replaces the list, it does not add to it.** That is what makes unticking work: the set you save is the set you have.
* **The same option twice is counted once.** Two “fragile” cannot bill €4.00.
* **A zero is a decision, not an absence.** “Remove tags”, “Keep the original box”, “Discard the original box” and “Photo before sealing” are **offered**, and they say so with the word “Free”.
An option the service does not know is **refused as you save it** — “This option does not exist.” — and it is worth **zero** if it is ever read back on an old quote. Both behaviours are right: refusing protects the price list, and reading zero means a renamed option can never make an old quote fail.
### Insurance, and the one thing it will not let you do
Insurance is optional, and off until you switch it on: **3 % of the value you declare**, never less than **€2.00**, never more than **€60.00**.
**Switching insurance on with a declared value of zero is refused**: “State the value to insure.” At zero you would be paying the €2.00 minimum for cover of nothing, and the screen would have taken your money without saying so.
Two details that surprise people:
* **The €2,000.00 figure caps the amount the premium is worked out on; it is not a promise to pay you €2,000.00.** No payout rule is written anywhere — so declare what your goods are really worth, and write to us before shipping if the stakes matter to you. Your declared value is never trimmed down to that figure either, because the same number also travels to customs on the parcel's form, and capping it there would understate the parcel to a customs officer.
* Next to the field, a marker reads **“Value of the items · `{amount}`”** — what you paid for what is in the parcel. It is a reference, not a limit.
[Customs and insurance](/reshipping/customs-and-insurance) is the page for what the declared value commits you to.
### The address and the instructions
The address is picked from your book, and at this stage it is **still live**: change it in the book and the parcel follows. That stops being true one gesture later.
Instructions are free text, **neither translated nor interpreted**. They are written by you, read by the people packing your parcel, and passed through exactly as typed.
***
## Asking for the quote
One button — **“Request a quote”** — and one rule that runs through the whole service: **no button is ever dead**. When the gesture is impossible, the reason sits permanently beside the button rather than the button greying out:
| What stands in the way | The sentence beside the button |
| ---------------------------------------- | ------------------------------------------------------------------------------------------------------ |
| No item in the parcel | “Add at least one item.” |
| No destination chosen | “Choose a delivery address.” |
| A quote is already being prepared | “We are preparing your quotes. You will get a message as soon as they are ready.” |
| The parcel is already paid | “This parcel is paid: its contents can no longer change. To modify it, cancel it and start a new one.” |
| A quote is ready but no carrier retained | “Choose a carrier first.” |
**This is the gesture that freezes your address.** Up to here the parcel points at an entry in your address book; from here it carries a **copy**. Your book is a living thing — you edit it, you archive entries — and a parcel that has shipped has to be able to say where it really went, not where that address points today.
Because it is a copy taken now, the address is also **re-checked now**, not just when you typed it. A country can have been closed for delivery in between.
The checks it runs at that moment, each with its own sentence:
| What you read | What it means |
| ----------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- |
| “A detail is missing from this address.” | A field required for that country is empty. **Every missing field is pointed out at once**, not only the first |
| “This country is not in our list.” | The country code is in no reference table |
| “We do not serve this country yet.” | The country exists but has been closed — a suspended carrier, an embargo |
| “This address could not be found.” | The parcel points at an entry that is no longer in your book. It is the first thing checked, before archiving |
| “This address is used by a live parcel: it was archived rather than deleted.” | You are pointing at an archived entry. An address a parcel refers to is never erased, only archived |
**Four countries ask for more than the rest.** For **the United States, Canada, Australia and Japan**, the region or state **and the phone number** become mandatory on top of the usual recipient, address lines, town, postcode and country. Express carriers will not deliver there without them.
Once the request goes through, the parcel moves to **“Quote requested”** and a banner replaces the button: “We are preparing your quotes. You will get a message as soon as they are ready.”
**We do not tell you how long that takes, because nobody has measured it.** A person weighs the parcel, measures it, decides which carriers are worth offering, and types in what each of them charges. There is no automatic carrier link behind this and no clock on it — so there is no figure here, and you should distrust any guide that gives you one.
### The estimate you can read before the quote
The parcel's **“Parcel weight”** block gives you a preview while you are still preparing. It is honest about being a preview:
* The whole response is marked **not contractual**, in its first line.
* **Shipping counts as zero in it**, because shipping is typed by hand and has not been typed yet. Half the price is therefore missing, and the block says so: “The shipping price is not known yet.”
* If some items have never been weighed, it says that too rather than guessing their weight.
* If no declared box holds that volume, it says that as well — and it proposes nothing at all when no box has been declared. **An empty suggestion list is a choice**: a silent suggestion is honest, an invented one costs a repack.
Two sentences from that block are worth keeping in mind:
> “Indicative estimate. The firm price comes with the quote.”
> “We weigh and measure the parcel when we pack it. The final weight comes with the quote.”
### Why the weight on your quote is not the weight of your things
**Carriers charge whichever is greater: actual weight, or volume converted into weight.** The screen says it in those words. The volumetric figure comes from the box's three dimensions and a fixed divisor — **5,000**, the usual one for express networks — and the larger of the two figures becomes the **chargeable weight**.
Ignoring it would understate a big, light box, which in second-hand clothing is the ordinary case rather than the exception. That is also why the parcel is **weighed after it is packed**, carton, padding and tape included: a sum of item weights is never the weight the carrier bills.
A weight or a dimension left at zero is **refused** rather than accepted, because a zero weight makes a zero-priced quote that nobody reads twice.
***
## The whole path, from a tick to a shipped parcel
```mermaid theme={null}
flowchart TD
A["You tick items in your warehouse"] --> B["A parcel in “Being prepared”:
options, destination, insurance"]
B --> C["“Request a quote”
— the address freezes here"]
C --> D["We weigh it, measure it, and issue
one quote per carrier"]
D --> E{"Do you choose and pay
within seven days?"}
E -->|"no"| F["Every quote lapses. The parcel goes
back to “Quote requested”"]
F --> D
E -->|"yes"| G["“Paid” — the contents are sealed.
We pack it and ship it"]
style G fill:#1f6f43,color:#fff
style F fill:#7a4b00,color:#fff
```
***
## Reading a quote, line by line
A quote is built from these seven lines plus the total, and **there is no eighth**:
| The line | What it is | Who decides it |
| ----------------------- | --------------------------------------------------------- | ------------------------ |
| **“Shipping”** | What the carrier charges us to move the parcel | Us, typed in by hand |
| **“Packing options”** | The sum of the boxes you ticked | **You** |
| **“Consolidation fee”** | The flat **€10.00** for grouping and preparing the parcel | Us, and it does not move |
| **“Insurance”** | The premium, if you asked for it | **You** |
| **“Storage fees”** | What is owed beyond the free period | Time |
| **“Discount”** | A commercial gesture, always shown as a negative amount | Us |
| **“Payment fees”** | What our payment provider takes, passed on unchanged | The provider |
| **“Total to pay”** | The sum of everything above | — |
Five rules govern how it is displayed:
* **A line worth zero is not shown**, with exactly two exceptions that are always there: **“Shipping”** and **“Payment fees”**. No insurance line means you did not ask for insurance. No storage line means you owe nothing for storage.
* **A discount is stored as a positive amount and shown as a negative one.** Any other way round and the lines would not add up to the total.
* **A quote is frozen at issue**, along with the rates that built it. A quote issued yesterday keeps saying exactly what it said yesterday, whatever changed overnight.
* **The breakdown unfolds in place**, not in a window — because comparing two carriers means having two breakdowns open at once.
* **A carrier's name is never translated.** It is a brand, not a word.
### The carriers you can be offered
Five, by default: **Colissimo · DHL Express · DHL · UPS · FedEx**.
**“DHL Express” and “DHL” are two entries, not a duplicate.** The international express service and the standard parcel network do not share a delivery time, a price or a shipping document. Merging them on screen would let you choose a service you would not receive.
**The product holds no delivery time, no price and no country coverage per carrier.** What distinguishes one option from another is what was typed **on that quote**: its price, its minimum and maximum number of days, whether tracking is included, a free-text service name, and a note written in both languages. So this guide gives you no “three to five days” for any carrier — there is no such figure to give, and which carriers reach which country is decided quote by quote.
### Comparing, and choosing
Quotes are served **cheapest first**, and withdrawn ones are left out. Each card can carry up to four badges:
| Badge | What it means |
| ----------------------- | --------------------------------------------------------- |
| **“Cheapest”** | The lowest total among the quotes you can actually choose |
| **“Fastest”** | The shortest delivery time among the same set |
| **“Tracking included”** | The carrier's tracking is part of this offer |
| **“Chosen”** | The one you have retained |
**The two markers only ever land on a quote you can choose.** Marking an expired quote “Cheapest” would be sending you straight into a refusal. And a delivery time left at **zero is excluded from “Fastest”**: zero means “not filled in”, never “same day”.
The rest of a card: the delivery time, written `{min} to {max} days` — or `{n} days` when both bounds are equal, because “3 to 3 days” would read like a display fault — then `Valid until {date}`, a **“Price breakdown”** toggle, and the button **“Choose this carrier”**, which reads “Choosing…” while it works.
**A known defect**: the `{n} days` wording has no singular. A one-day carrier displays **“1 days”**. It is cosmetic, it is known, and it does not affect the price.
**Choosing a carrier changes nothing and commits you to nothing.** The parcel stays at “Quote available” until you pay, so you can change your mind as often as you like. Choosing one simply unticks the others.
With nothing to show yet, the screen says both what it has and what it is doing: “No quote yet.” followed by “We are preparing your quotes. You will get a message as soon as they are ready.”
**Your parcel list is not sorted by progress, and that is on purpose.** “Quote available” is pushed to the top, because it is the only state in which something is expiring. Everything else can wait.
***
## The consolidation fee, and why it is flat
**€10.00 per parcel**, appearing on your quote as **“Consolidation fee”**, settled when you pay for the parcel. It does not scale with anything.
**One item, six items or twelve items: the fee is €10.00 in all three cases.** Read the other way round, that is the guarantee this page exists to give you — since the fee never grows with the number of items, **waiting and grouping can never be the expensive choice**.
The flat fee is a commitment rather than a setting of the moment. It replaced an older scale that grew with every piece you added — one that quietly charged you for the very gesture this service exists for — and it is not going back.
The corollary is that **a single-item parcel pays it too**, including a quote issued for one item on its own without any grouping at all. That is the price of the guarantee, and it is written here rather than discovered on your first quote.
***
## What the payment provider takes
Rega pays the carrier out of its own pocket and then collects from you through a payment provider. Your quote therefore carries the transport **and** what the provider takes on the way through, on the line **“Payment fees”**.
**Why that line is not simply a percentage added on top.** The provider takes its cut on **the total it collects**, not on the sub-total. Adding a percentage to the sub-total leaves us short on every single parcel, so the line is worked out the other way round: the total is set so that what reaches us **after** the provider's cut is exactly the sub-total.
Worked through on a €40.00 sub-total at 3 % plus €0.25: the obvious arithmetic — add the percentage and the fixed part on top — gives €41.45, on which the provider then takes its cut again, leaving us short of the €40.00; the correct one gives **€41.50** and collects exactly €40.00.
Three more things about that line:
* **The provider's share starts from 3 % plus €0.25**, and like everything else here it is a starting point rather than a measurement. It can even be set quote by quote, because the real rate depends on the origin of the card and the currency of the payer, neither of which is known before the money moves.
* **The rounding is always upwards**, never to the nearest. Rounding to the nearest loses a cent one time in two, and the odd cent in our favour is assumed rather than hidden.
* **A discount applies to the sub-total, so before the provider's cut.**
**You are shown the amount, never the rate.** Under the line, in plain words: “These are the fees taken by our payment provider, passed on unchanged.” We publish the default here so you can check the arithmetic; the screen deliberately shows only what you pay.
***
## A quote, worked through in full
**The case.** Three items grouped into one parcel. One of them has been in the warehouse **75 days**, the other two for fewer than sixty. Three packing options ticked. Insurance asked for, on a declared value of **€207.00**. Shipping typed in at **€34.50**. No discount. Everything else at its default.
| The line | How it is worked out | Amount |
| --------------------- | --------------------------------------------------------------- | ---------- |
| **Shipping** | Typed in by us for this carrier | **€34.50** |
| **Packing options** | Vacuum packing €2.50 + bubble wrap €2.00 + marked fragile €2.00 | **€6.50** |
| **Consolidation fee** | Flat, whatever the number of items | **€10.00** |
| **Insurance** | 3 % of €207.00, well above the €2.00 floor | **€6.21** |
| **Storage fees** | One item, days 61 to 75 — fifteen days at €0.20 | **€3.00** |
| **Discount** | None | **—** |
| **Sub-total** | The six lines above | **€60.21** |
| **Payment fees** | The provider's share, worked out the other way round | **€2.12** |
| **Total to pay** | What leaves your card | **€62.33** |
**The check that matters is the last one.** Out of the €62.33 collected, the provider takes its percentage and its fixed part, and what reaches us is **€60.21** — exactly the sub-total. That equality is the whole reason the line is computed backwards.
Take the storage line out — that is the same parcel sent while all three items were still inside their free period — and the quote reads: shipping €34.50, packing options €6.50, consolidation €10.00, insurance €6.21, giving a sub-total of **€57.21**, payment fees of **€2.03**, and a total of **€59.24**.
The gap between the two totals is the storage line, plus the provider's cut on it. Storage is the one line on a quote you can make disappear entirely, simply by shipping sooner: [Storage and what it costs](/reshipping/storage-and-fees).
€34.50 in the example is a figure typed in for that parcel, on that day, for that carrier. **There is no rate card anywhere in the product** — no price per kilo, no zone table, no automatic carrier link. The only number that exists is the one somebody typed on your quote after weighing your parcel.
A guide that gave you a shipping price would be inventing it, and you would find out on your first quote.
Requesting a quote. A second round of quotes after the first has expired. Being offered three carriers instead of one. Withdrawing a quote on our side. Changing your mind about which carrier you had chosen. Adding and removing items while the parcel is still being prepared.
**Storage is only ever billed when a parcel is paid**, never when a quote is issued — so being quoted three times does not bill you three times.
***
## Seven days, and what happens on the eighth
A quote stays payable for **seven days** by default. The date sits on the card: **“Valid until `{date}`”**.
**Expiry is worked out at the instant you click, never read from a status settled earlier.** Anything decided in advance would be out of date in between — that is to say, wrong at the exact moment somebody presses “pay”.
Why the limit exists at all is written in the letter you receive: **carrier rates change**. A quote that never expired would eventually have us paying the difference on every parcel.
### What an expired quote looks like
**It has no button at all.** Not a greyed-out one, not one that would fail further down the line — none. It carries its sentence instead:
> “This quote has expired. Request a new one.”
The same sentence refuses a payment attempted on it, at the same wording, so there is no way to discover the expiry only at your bank.
### What happens to the parcel
| When | What happens |
| ------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------- |
| **Some quotes are still alive** | Nothing moves. You can still choose one of them |
| **Every live quote has expired** | The parcel goes back on its own from “Quote available” to **“Quote requested”**, and the carrier you had chosen is cleared |
| **Anything on the parcel is already paid** | Nothing is touched, ever |
| **A quote carries no validity date at all** | It never expires. No limit means an infinite one, not a zero one |
That happens on its own, with nothing to ask for — and a letter goes out to you.
### The letter
Subject: **“Your quote has expired”**. Title: **“The quote is no longer valid”**. Then, in two sentences:
> “The quote for parcel `{reference}` has passed its validity date and can no longer be paid. Your items have not moved: they are still in the warehouse.”
> “Ask for a new one whenever you like — carrier rates change, which is the reason for this limit.”
One button, **“Request a new quote”**, pointing at that parcel. It carries you to the parcel rather than ordering anything: the parcel has gone back into our queue, and the sentence beside the button there says so — “We are preparing your quotes. You will get a message as soon as they are ready.”
**Nothing warns you before a quote expires.** There is a letter after the fact, and none before it. If a quote matters to you, the date is on the card — that is the only notice you get.
**A payment that lands after the deadline is not thrown away.** If your money arrives once the validity has passed, we take it and record the parcel as paid — the money is here, refusing to write it down would leave you charged for a parcel the product thinks unpaid.
***
## Paying
The button is **“Pay `{amount}`”**, full width. It sends you to our payment provider's page, in your language, and brings you back.
**The amount sent is the one frozen in the quote.** No recalculation happens at that moment — not if the storage scale changed, not if an option's price changed, not if the provider's rate changed. What you were shown is what is charged.
Two things protect you from paying twice:
* **Clicking “Pay” again does not open a second payment.** It takes you back to **the same** page — which is what saves you the day you have two tabs open on one quote.
* **A payment page left open too long stops working.** Nothing is lost: come back to the quote, click “Pay” again, and a fresh page opens.
### What can refuse a payment
The refusals are ordered for the reader, not for the machine — **“already paid” is checked before “expired”**, because someone who paid yesterday on a quote that has since lapsed must read “it is settled”, not “you are too late”.
| Order | What you read | What it means |
| ----- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 1 | “This quote is already paid.” | It carries a settlement date. Nothing to do |
| 2 | “This quote has already been withdrawn.” | We pulled that quote — a price correction, a carrier gone unavailable |
| 3 | “Choose a carrier first.” | No quote has been retained |
| 4 | “This quote has expired. Request a new one.” | Past its validity, worked out at this instant |
| 5 | “This parcel could not be found.” | The parcel behind the quote is gone from your space |
| 6 | “`{n}` customs declaration line(s) have no description. Paying freezes it: an empty form gets the parcel held at customs, and nobody can correct it afterwards.” | Your customs declaration is started and unfinished |
| 7 | “This item changed in the meantime. Reload the page to see its current state.” | The parcel is no longer in a state from which “paid” is legal. Despite the wording, this one is about **your parcel** as often as an item — almost always a double click or a second tab |
| — | “The amount to pay is not valid.” | The frozen total is zero. Write to us: that is a mistake on our side |
| — | “Payment is not available at the moment.” | The provider is not reachable |
| — | “The payment link could not be created. Try again.” | The provider refused to open the page |
**The customs guard exists because paying freezes the declaration.** A parcel paid with lines that have no description leaves with an empty form, customs holds it, and you find out a week later — after spending. So payment stops there instead.
Two nuances, and the first one is a trap. Only a declaration **started and left half-written** is refused; one with **no line at all** goes through. The quotes screen is stricter: with no line at all, it takes the pay button away and puts “Add at least one line.” in its place. In the default mode — **“As listed”**, which writes one line per item from your purchases — that never happens. It happens if you pick **“Let Rega decide”**, which deliberately leaves the form for our team to fill: while it is empty, the quotes screen will not let that parcel be paid. The way out is a single gesture: switch the declaration to **“As listed”** and press **“Save”** — the lines for your items are written there and then, and the parcel becomes payable again. Otherwise, wait until our team has filled it. And if the declaration simply **cannot be read** at that moment, the payment goes through: refusing on a read failure would turn a passing incident into “I can no longer pay”.
### Coming back from the payment page
You leave the application to pay, and you come back to it. **Your payment can be confirmed a short moment after you land** — so the screen does not simply show you what it knows on arrival.
**Reading the state on arrival would show “not paid” to somebody who has just paid** — the worst message it is possible to display, and the one that makes people pay twice.
So on your return the screen **keeps checking on its own**, and says what it is doing while it does it: “You are back from payment. We are checking that it went through.”, then “We are waiting for your bank's confirmation. This takes a few seconds.”
* **During that wait, the button that pays disappears.** Not greyed out — gone. While the outcome is unknown, the obvious gesture would be a second charge.
* **After about thirty seconds, the waiting sentence stays and a “Check the payment” button appears.** It is deliberately not called “Retry”: “retry” would read as “start the payment again”, which is exactly what must not happen here. Use it — it settles the question, and it never charges you anything.
* **Then the pay button comes back.** Because the common case is not a slow confirmation, it is somebody who gave up on the payment page. Locking them out would be a permanent dead end, and a quote that is already paid can never be paid a second time.
The sentence that closes it:
> “Payment received. We are preparing your parcel.”
On a quote that was already settled — a second tab, a confirmation counted twice — you read “This quote is already paid.” instead. **No sentence ever tells you that a payment failed.** Giving up on the provider's page leaves the screen with an outcome it was never told, not with a failure it could announce: you get the waiting banner, then the pay button back.
### What happens the moment the money lands
| What moves | What it means for you |
| -------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- |
| The quote is marked settled **first** | Two deliveries of the same confirmation cannot bill twice |
| The parcel moves to **“Paid”** | Its contents are sealed from here on |
| The other quotes on the parcel **lose their tick** | There is one chosen carrier, and it is the one you paid for |
| The storage fees are recorded as **settled** | One line at parcel level, never a split invented per item |
| A letter goes out | Subject **“Payment received — your parcel is on its way”**, title **“Thank you, that's settled”** — it carries neither the amount nor the breakdown |
| A bell notification appears | “Payment received” · “We are preparing your parcel `{reference}`.” |
**Nothing is ever refused after the money has arrived.** If the parcel can no longer legally accept “paid” by the time the confirmation lands, the payment is recorded anyway and the incident is raised on our side. The money is here; refusing to write it down would leave you charged for a parcel the product believes unpaid.
***
## Once it is paid, the parcel is sealed
A paid parcel does not go back to being a draft. The sentence is the same everywhere it appears:
> “This parcel is paid: its contents can no longer change. To modify it, cancel it and start a new one.”
And for the customs form specifically: “This parcel is paid: its declaration can no longer change.”
**The reason is the quote itself.** A paid quote describes a specific content, at a specific weight, with a specific customs declaration. Letting the content change afterwards would mean shipping something other than what was billed — and it would make the customs form false, which is the one document nobody can correct once the box is closed.
A parcel **can still be cancelled** from “Paid” and from “Packed”, from its own sheet, with a confirmation: “Cancel this parcel? The items go back to your warehouse.” It can no longer be cancelled once it is shipped.
When it is cancelled:
* **The items go back to your warehouse**, their link to the parcel removed. Without that, they would stay attached to a dead parcel: invisible in the warehouse, impossible to group elsewhere, and still running up storage.
* **An item that has already left does not go back a step.** It is detached from the cancelled parcel, but what is gone is gone.
* **A letter goes out**, subject “Your parcel `{reference}` has been cancelled”, title “Parcel cancelled”: “Nothing is lost: the items it contained are back in your warehouse.” and “You can group them differently and request a new quote whenever you like.” The same letter is used whoever cancelled, so it does not say who did.
**There is no refund button anywhere in this service.** Cancelling a parcel you have already paid for is allowed, and it does return your items — but the product has no mechanism that gives the money back. If you need to change a paid parcel, **write to us before cancelling it**, not after.
***
## What can refuse a gesture on this page
| What you read | Where it comes up | What unblocks it |
| ------------------------------------------------------------------------------ | ----------------------------------------------------------------------------- | ---------------------------------------------------- |
| “Add at least one item.” | Asking for a quote on an empty parcel | Put something in it |
| “Choose a delivery address.” | Asking for a quote with no destination | Pick an address from your book |
| “This parcel is paid: its contents can no longer change…” | Any change to a parcel past “Quote requested” | Cancel it and start another |
| “This option does not exist.” | A packing option the price list does not know | Reload the page and tick again |
| “State the value to insure.” | Insurance switched on with a value of zero | Type the value |
| “This amount is not valid.” | A declared value that is negative or not a number | Correct it |
| “A detail is missing from this address.” | A field required by that country is empty | Fill in the field it names |
| “We do not serve this country yet.” | The destination has been closed | Choose another, or write to us |
| “This address is used by a live parcel: it was archived rather than deleted.” | Pointing at an archived entry | Choose another, or create one |
| “This quote could not be found.” | The quote no longer exists | Reload the comparison |
| “This quote has already been withdrawn.” | We pulled it from the comparison | Choose another |
| “This quote has expired. Request a new one.” | Past its validity, at choosing **or** at paying | Wait: the parcel goes back into our queue on its own |
| “This parcel is not waiting for a quote.” | Retaining a quote on a parcel already paid, cancelled or shipped | Reload the parcel |
| “This item cannot be quoted on its own.” | A single-item quote on a piece no longer in stock, or already inside a parcel | Take it out of its parcel, or quote the whole parcel |
| “This item changed in the meantime. Reload the page to see its current state.” | A parcel **or** an item that moved while your page was open | Reload |
Every one of these reaches you as a sentence, in your language, and never as a number. That is why they read the same on the phone and on a laptop.
***
## What surprises people
Issuing three lines for the same parcel is the ordinary gesture, not an exception — nothing overwrites what came before. And **each one sends its own letter**: “Your shipping quotes are ready” arrives again when the second carrier is added.
It changes no state at all. The parcel stays at “Quote available”, and you can pick a different carrier as many times as you like until you pay. The only thing choosing does is untick the others.
It has no condition on it. That is the same rule that makes twelve items cost €10.00 — you cannot have the guarantee in one direction only.
The parcel screen has lost its price list, so it displays them all as free. The quote bills them properly. When the two disagree, **the quote is right** — and the table on this page is what the quote will use.
A price correction, a carrier suddenly unavailable: the line is withdrawn from your comparison but stays on file, dated. We cancel, we do not delete. And withdrawing the **last** live quote takes the parcel back to “Quote requested”, because “quote available” over an empty comparison would be a lie.
A one-day carrier displays “1 days”: the wording has no singular form. It is known, it is on our list of defects, and it changes nothing about the price.
An absent limit is an infinite one, not a zero one. A quote issued without a date says “this one never expires”: it is a deliberate decision, never an accident of typing.
Storage is only ever charged when a parcel is **paid**. Issuing quotes costs you nothing, so a second round on the same parcel is free.
Reshipping does not convert currencies and does not present a bill in anything else. We pay the carrier in euros; billing you in another currency would move the exchange risk onto us, so it is not offered.
Including a draft. That is deliberate: the customs declaration lives on the same page, **above** the quotes, and it is the one thing worth filling in early rather than at the moment you want to pay.
***
## What this part of the service does not do yet
We would rather write it here than let you find out at the moment you want to pay.
Weight, dimensions, carriers and prices are all typed in by a person. There is nothing automatic behind any of it — which is why nothing here tells you how long a quote takes, and why no delivery time can be promised for a carrier in general.
Cancelling after payment returns your items but not your money: no refund mechanism exists in the product. Write to us before cancelling a paid parcel.
Every option shows as “Free” there today, including the ones that cost something. The quote is the trustworthy place, and so is the table on this page.
There is a letter once it has expired, and nothing before it. The “Valid until” date on the card is your only notice.
The delivery-time wording has no singular. Cosmetic, known, harmless to the price.
An extra service is priced the moment you ask, and that price is frozen: the rate card may change tomorrow, what you saw when you clicked is what will stand. But nothing charges it today — no service appears on a parcel's quote, and no payment path exists yet. So do not look for an authenticity check, a video or a light clean on your bill: they are requested, and answered, from [your warehouse](/reshipping/your-warehouse).
***
## Where to go next
Where you tick the pieces, read grouping suggestions, and watch the storage counter on each one.
The free days, the scale after them, and the one line on a quote you can make disappear.
The declared value, the form that travels with the parcel, and what is decided by the destination country.
What happens after you pay: the packing slip, the tracking, and the link you can share.
Which event triggers which letter, what it contains, and what it asks of you.
The whole service in one page, and the two fixed fees stated without a preamble.