A matte cube split open, the light coming out of the fault: a defect is only worth something once it is documented and named.
Two facts explain this entire page.First, a claim is filed by a person, not by a button. Your report reaches us instantly; the claim itself is written and lodged by someone at REGA. That is deliberate, and it will not change: filing runs through the one channel the marketplace rations, where a refused message spends the allowance exactly as an accepted one does.Second, our window closes before the marketplace’s. The marketplace counts a flat window from collection; we can only file during opening hours, and we keep some time to write. A deadline that lands at three in the morning is unreachable — so the claim is already dead while the marketplace still shows time on the clock. Everything below follows from those two sentences.
Reporting is not disputing
We never open a dispute you did not ask for. The product refuses to open one on an item that carries no report — not as a safety net, but because a claim is an accusation made in your name against a seller. It needs your words in it.
The whole path, from a defect to an outcome
The clock, and why ours closes before theirs
Four numbers govern the window, and they do not add up to each other. These are the values the service starts from; each of them is a setting we can change.
Your deadline is worked out in this order:
1
The marketplace's outer limit
Collection of the parcel, plus 48 hours. This is the number the marketplace itself shows — and it is not what your screen counts down to.
2
The last moment we could actually file
The latest instant before that limit that falls inside a 12:00–20:00 window. If the limit lands at 03:00, this is 20:00 the day before.
3
Minus the time it takes to write it
Two hours come off, because a claim has to be drafted and lodged, not merely decided on.
4
Your deadline is whichever comes first
Publication of the inspection plus 14 hours, or the moment computed above. The earlier of the two is what you see.
Do not read “14 hours” as a promise. It is a ceiling, not an allowance. If the inspection is published late in the marketplace’s window, your share of what remains is smaller — sometimes much smaller. The countdown on the sheet is the only honest answer, and it is exact to the minute.
The deadline that decides is written down once, at publication. The instant past which an unanswered inspection is approved on its own is recorded when the inspection goes out, and the sweep that approves reads that recorded instant. A deadline that drifted with a setting would retroactively approve items whose owners were still thinking.The countdown you read is worked out again at every reading, from the settings in force at that moment. Change one of the four numbers above and the figure on screen moves, including on items published long before — while the instant that actually decides does not move. As long as nothing is changed, and that is the ordinary case, the two say the same thing.
How urgent the screen thinks it is
The queue of inspections waiting for you sorts itself by the deadline it counts down to, nearest first, and puts a label beside each one. The label is measured on a different clock: not on your own deadline, but on the last moment your answer could still feed a claim — our filing limit, minus the two hours we keep to write it.
On the item’s own sheet, the countdown block turns amber at 12 hours and red at 4 hours. A screen reader hears
“You have {duration} left to reply” above four hours, and “Reply quickly: {duration} left” below it.
The four reasons a claim can be impossible
You are told before the photos, in a banner at the top of the sheet — never underneath them. Describing a defect for ten minutes and only then learning that no claim is possible is time we would have wasted for you.
When a claim is impossible, the second button on the sheet changes its name: it reads “Report without recourse”, under a banner saying “We record the issue and it stays on the item, but no claim can be filed with the seller.” That same warning is repeated inside the reporting window, because the window covers the screen and you would otherwise be reading it from memory.
Wherever the product needs a short label for this state, it writes “No recourse possible” — on the item, and as a group heading on the Disputes screen. It is a computed fact about the calendar, not a judgement on your report and not a failure on our side.
What it costs to open a dispute
A matte disc ringed by one unbroken green line: the fee is a single, closed act — you pay once, on one item.
What the fee actually buys
A claim written by a person
Someone reads your description, picks the photos that carry the defect, and lodges the case with the marketplace under your account. That is the work, and it is the reason the fee exists.
A file built while it still counts
An inspection cannot even be published with fewer than 3 photos, and every defect on it carries a type, a severity and — where it means something — a pin on the photo. A thin file defends no dispute.
The case followed to its end
We do not lodge and forget. The dispute is followed until the marketplace settles it, and you are written to at both ends: when it opens, and when it closes.
Your goods held, not shipped
While a report or a dispute is live, the item cannot leave in a parcel. Shipping it would destroy the one outcome that requires it back: a full refund against a return.
How the payment goes
1
You send the report and meet the fee
The sentence is “Opening a dispute costs €5.00. Pay it so we can start the procedure with the platform.”, with a “Pay the fee” button beside it. The amount always comes from us — your screen never decides it, and never invents it.
2
The page leaves for our payment provider
“Pay the fee” takes the whole page there. It is not a second tab: the sheet you were reading is gone until you open it again. The payment itself is separate, not a line on any quote — the €5.00 never mixes with a parcel’s bill.
3
You come back to the item yourself, and send the report again
Once the payment is through you land on the reshipping dashboard, not on the item. Open “To review”, reopen the item, tick your reasons again and press “Send the report” — nothing you had typed survives the round trip, so keep your description somewhere before you pay. We deliberately do not chain payment and report: assuming the payment went through would print “it is on its way” over a card that was declined.
What you pay is exactly €5.00. Our payment provider’s share is not added on top of it, unlike a parcel’s quote where that share is a line of its own. On this one fee, REGA absorbs it.
You are never charged twice on the same item. Our record of what has been paid is the authority, and it is deliberately generous: if that record cannot be read at that instant, the answer is “paid”. Charging twice for the same claim is a mistake we would rather never make, even at the cost of occasionally not charging at all. Click “Pay the fee” twice and you will simply read “The opening fee has already been paid for this item.”
The fee is a setting, like almost every amount in this service, and €5.00 is what the service starts from. Set to zero, the report goes through with nothing to pay at all — that is a real configuration, not a bug, and you would see it as a report that simply never asks you for anything.
What we do with your report
1
It is recorded on the item, in full
Your ticked reasons, your description — up to 1,000 characters on screen — and the moment you sent it. The item’s second label becomes “Issue reported”.
2
Your goods do not move
The item stays exactly where it is, still labelled “Review pending”, on our shelf. Nothing is sent back, nothing is set aside, nothing is thrown away. A report is a statement, not a shipment.
3
A person at REGA writes the claim and lodges it
With your description and our photos, under your account, with the marketplace. This is the step no button performs.
4
A letter tells you it is open
Subject
We have opened a dispute for “{item}”, headed “Dispute opened”, body We have opened a dispute with the platform for “{item}”, based on what you reported to us. and then, in plain words: “We are following the case and will write as soon as it is settled. Nothing is asked of you until then.”That letter exists because silence is indistinguishable from inaction. Without it, “I reported it” and “REGA is dealing with it” look identical from your side of the screen, and waiting turns into doubt. It is also the one letter in the whole service that explicitly asks you for nothing.
The window we watch for filing is ours, not yours. Whether a claim can still be lodged is judged against our own last usable moment, never against the countdown on your sheet. Yours ends earlier precisely so that ours is still open when your report lands — the two hours between them are the ones the claim is written in.
The three outcomes
A dispute ends in exactly one of three ways. Each one decides two separate things: your money, and where your goods end up.
Their one-line explanations, word for word: “You are partly refunded and the item stays with us.” · “You are fully refunded and the item goes back to the seller.” · “The platform refused. The item stays in the warehouse.”
Two outcomes out of three leave the goods with you, including the one where the claim fails. A rejected dispute costs you the fee and nothing else: the item is still on our shelf, still yours, still shippable. The only outcome that takes the goods away is the one that gives you all your money back.
The claim we filed for “{item}” has just been closed. followed by the outcome in your own language:
It is the only letter this service sends that carries an amount. Not the payment receipt, not the storage reminder, not the abandonment notice — none of them print a figure. This one does, because the figure is the answer to the question you asked.
“Returned to seller” is the end of the line for that item. It leaves the warehouse screens entirely — you will find it on the Disputes screen, with its badge, and nowhere else. That is deliberate: your warehouse lists what you still own.
The Disputes screen
It sits in the reshipping navigation under “Disputes” — on a wide screen, in the side bar with everything else; on a phone, behind the “More” button, since the four thumb tabs go to the screens you use every day.It is a reading screen, and only a reading screen. Nothing on it starts, accelerates or closes a procedure. Every gesture that matters happened earlier, on the inspection sheet. If you arrive here looking for a button, the button is on Checks and photos.
Each line carries the item’s photo, its title, its brand and size, a “Returned to seller” badge where that applies, the amount recovered with its date, and a “View” button that opens the item’s own sheet.
Six groups, and almost the whole vocabulary of a dispute is in them. An item that has never had one is simply absent from this screen: its own sheet reads “No dispute”, and that is the seventh and last label in the set.
No overall total is shown, and that is not an oversight. A bare number sitting under a list of refunds could be read as “what you recovered this year”, “what is still owed”, or several other things, and we have no wording on that screen that would settle it. Rather than print money with no label, we print nothing.
What can refuse you here
Every one of these is a sentence you read on screen. There is no code to note down and nothing to decipher.What surprises people
An item carries three labels at once, and they are not three stages of one thing
An item carries three labels at once, and they are not three 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 an entirely ordinary combination: the item is on our shelf, you did flag something, and the claim did not succeed. Reading them as a single progress bar is the fastest way to misread a sheet.
Reporting sends nothing back
Reporting sends nothing back
Nothing is returned, set aside or destroyed at the moment you report. The goods stay with us throughout, and the only thing that ever sends them back to the seller is a claim won in full.
Losing a dispute leaves you the goods
Losing a dispute leaves you the goods
A rejected claim is not a confiscation. The item returns to the warehouse, free storage restarts, and you can group and ship it like anything else. What you lose is the fee and the argument, not the thing you bought.
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 your item’s file, and it is not what the sheet counts down to. It is later, and it is unusable — showing it would be showing you time that does not exist.
“Not collected yet” is the impossible-looking case that still carries the fee
“Not collected yet” is the impossible-looking case that still carries the fee
It is not shown the way the other three are, and the difference is the point. Those three come in a warning banner headed “Report without recourse”, which ends on “no claim can be filed with the seller”. This one comes in a neutral banner headed “Waiting for your reply”, and it carries no such line — because nothing is lost. The clock has not started, the claim is entirely ahead of us, and that is exactly why it is billable.
Paying the fee does not send the report
Paying the fee does not send the report
Two separate gestures on purpose: nothing goes out on the assumption that a card was accepted. But the fee is not paid beside the sheet — “Pay the fee” takes the page away to our payment provider, and the way back lands on the reshipping dashboard. Reopen the item from “To review”, tick your reasons again, and press “Send the report” yourself.
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, and you get them. Withholding the file because REGA can no longer file a claim would take away the only thing you still have — the evidence, the record, and the knowledge of which seller to avoid next time.
A report that arrives after the window closes is still worth sending
A report that arrives after the window closes is still worth sending
It costs nothing, it stays on the item permanently, and it is the raw material of a commercial conversation with us. “No claim possible” is not “no point”.
Silence approves — it never files
Silence approves — it never files
An inspection left unanswered past the deadline is approved automatically and enters the warehouse. It is never turned into a report on your behalf. Approving wrongly leaves you everything; accusing a seller wrongly, on the strength of someone who simply did not open their screen, spends the one channel the marketplace rations us on.
A report is never overwritten by that automatic approval
A report is never overwritten by that automatic approval
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 — and if you answer while the sweep is running, your answer wins.
The acknowledgement reads what was recorded, not the clock re-read
The acknowledgement reads what was recorded, not the clock re-read
Report while the window is open, reopen the page an hour after it shut, and you will still read that we are attempting a claim. That is what was true when you pressed the button, and it is what we are doing.
The screen's heading says “Dispute” while the tab says “Disputes”
The screen's heading says “Dispute” while the tab says “Disputes”
A wording slip on our side, not a sign that you have only one. The groups and their counts below it are the truth of the screen.
What this does not do yet
We would rather write it here than let you find out halfway through.A claim is filed by a person, not by a button
Your report is instant; the claim behind it is written and lodged by hand. It is a deliberate choice — the channel it uses is the one the marketplace rations — but it does mean a claim is never instantaneous.
No refund of the fee, in any outcome
Winning does not give the €5.00 back, and neither does anything else. In particular, if you pay while the window is open and report after it has shut, the report goes through free and the fee stays where it is. Nothing returns it on its own — write to us.
The Disputes screen is read-only
You cannot chase a case, add a document, or answer the marketplace from it. It shows you where each dispute stands, and that is all it is for.
No total of what disputes recovered
Each settled line shows its own amount and date. Nothing adds them up on screen, because we have no wording there that would say honestly what such a total means.
The two live groups explain themselves less than the settled ones
“Dispute opened” and “Reported” — the only two groups where something can still change — carry no explanation line under their heading, while all four settled groups do. It is the wrong way round, and it is known.
You never see what we wrote to the marketplace
The claim’s own text stays with our team. Only the outcome and the amount cross over to your side, because that is your money. The argument itself does not.
You cannot add a photo to the file
Every photo in an inspection comes from our warehouse. Yours cannot be attached, however useful it would be — and if the gallery leaves a doubt, the answer is to ask for “Extra photos”, which is free.
An item's sheet shows no history
Its “Details” section reads “No tracking yet.” at all times. It is meant to carry the item’s own timeline — including its dispute — and today it carries nothing. We would rather say so than let you assume the item has had a quiet life.
Nothing rings when a dispute is opened
A letter goes out; no notification appears in the application. The closing of a dispute does ring. If you rely on the bell alone, you will hear the end of a case without having heard its beginning.
No dispute page of its own
The “See the dispute” button in the opening letter opens the list, and so does “See the details” in the closing one. Neither points at the case it announces, because there is no single-dispute page in the product yet.
Where to go next
Checks and photos
Where the gesture actually happens: the inspection, the nine reasons, the deadline, and the report itself.
Your warehouse
Every state an item passes through, including the two it can leave a dispute in.
Storage and what it costs
The free days that restart when a dispute closes, and the scale that follows them.
Consolidation and quotes
Grouping items into one parcel — and why an item under dispute cannot join one.
The emails we send you
The two letters on this page, and every other one, with what each expects of you.
What reshipping does for you
The whole journey in one page, and the two fixed fees REGA charges.