> ## 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.
# When something is wrong
> The line between reporting an issue and opening a dispute, what the €5.00 opening fee buys, why our claim window closes before the marketplace's, and the three outcomes a claim can have — including what each one does to your goods.
Something arrived that is not what you paid for. Two things then happen, and they are not the same thing: **you report**, in a few seconds, from your screen — and **we file a claim**, by hand, with the marketplace. Opening a dispute costs **€5.00**, one of only two fixed fees REGA charges. And when we can no longer file, reporting is **free, and recorded all the same**.
**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: a claim is an accusation made in your name against a seller, and it is written by hand, with your words in it.
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
| | Reporting an issue | Opening a dispute |
| ------------------------------- | ------------------------------------------------------------- | ------------------------------------------------ |
| **Who does it** | You, on the inspection sheet | A person at REGA, with the marketplace |
| **How long it takes** | Seconds | As long as the marketplace takes to answer |
| **What it costs** | **€5.00** while a claim is possible · **free** when it is not | Nothing further — the fee covers it |
| **What it changes on the item** | It picks up the label **“Issue reported”**. Nothing moves. | It picks up **“Dispute opened”**. Nothing moves. |
| **What you have to do next** | Nothing | Nothing — the letter says so in as many words |
**There is no button anywhere that files a claim on its own**, and we would rather tell you than let you look for one. The gesture that starts everything is on the inspection sheet, under **“Report an issue”** — see [Checks and photos](/reshipping/checks-and-photos). The Disputes screen, further down this page, is where you *read* what happened next; nothing on it starts a procedure.
**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
```mermaid theme={null}
flowchart TD
A["The inspection lands:
“Review pending”"] --> B{"Is something wrong?"}
B -->|no| V["“Everything is fine”
the item enters the warehouse"]
B -->|yes| C{"Is a claim
still possible?"}
C -->|no| F["“Report without recourse”
free, and recorded all the same"]
C -->|yes| P["Pay the €5.00 fee,
reopen the item, send the report"]
P --> R["“Issue reported”
the goods do not move"]
R --> O["A person at REGA writes
and files the claim"]
O --> L["Letter “Dispute opened”:
nothing is asked of you"]
L --> E{"The marketplace decides"}
E -->|"partial"| E1["Partial refund ·
the item stays with us"]
E -->|"full refund"| E2["Refunded in full ·
the item goes back to the seller"]
E -->|"refused"| E3["Dispute rejected ·
the item stays with us"]
style V fill:#1f6f43,color:#fff
style E1 fill:#1f6f43,color:#fff
style E2 fill:#1f6f43,color:#fff
style E3 fill:#7a2020,color:#fff
style F fill:#7a4b00,color:#fff
style P fill:#7a4b00,color:#fff
```
***
## The clock, and why ours closes before theirs
Two numbers bound the window, and **they do not add up to each other**.
| What it bounds | Value it starts from |
| --------------------------------------------------------------------------- | ---------------------- |
| The window the marketplace allows, from the moment your parcel is collected | **48 hours** at Vinted |
| The time you get to answer an inspection | **14 hours at most** |
**Your own deadline is always the earlier of the two, and often earlier than either.** A claim is written and lodged by a person, so your answer has to reach us while there is still room to act on it. The sheet works that out for you and counts down to the moment that really binds — never to the marketplace's.
**When the marketplace's window ends in the middle of the night, your recourse is already gone hours before the deadline the marketplace displays.** That gap is the single reason this page exists. It is also why we show you our deadline and never theirs: showing you the marketplace's would be showing you time you do not have. **Answer on the countdown you see on the sheet, and never on the marketplace's clock.**
**Your reply window is capped at 14 hours.** It is a **ceiling**, never an allowance: if the inspection is published late in the marketplace's window, you get less — sometimes much less. So you will never have more than 14 hours, often less, and the countdown on the sheet is the only exact answer: that is the one that binds you.
**The deadline that decides is fixed when the inspection is published, and it does not move afterwards.** The moment past which an unanswered inspection is approved on its own is set the instant the inspection goes out — nothing shifts it later, and an item is never approved earlier than the deadline you were shown while you were still thinking about it.
### 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, which is later than your own.
| What the queue says | Time left on that clock |
| ------------------- | ----------------------- |
| **“Comfortable”** | More than 24 hours |
| **“Normal”** | 24 hours or less |
| **“Urgent”** | 12 hours or less |
| **“Critical”** | 4 hours or less |
| **“Time is up”** | None |
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 label and the countdown on the same line do not measure the same thing**, and they part company whenever the inspection is published early in the marketplace's window. The countdown holds the 14-hour ceiling; the label ignores it. A parcel collected at noon on Monday, inspected and published at 14:00 the same day, shows **“Comfortable”** beside a countdown of **14 hours** — the claim itself has far longer, your own answer does not. When the two disagree, **the countdown is the one that ends your right to answer.**
**Start at the top of the queue, always** — it already arrives in deadline order, nearest first, and there is no other order to put it in. The claim you lose is never the one you thought about too long — it is the one whose sheet you opened last. And the most urgent item at the top of the queue may be more urgent than its position suggests, because the clock behind it belongs to the marketplace, not to us.
***
## 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.
| What you read | What it means | The fee |
| --------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------- | --------- |
| **“The parcel has not been collected yet: the clock has not started.”** | Not “impossible” — **not yet begun**. The claim is still ahead of us. | **€5.00** |
| **“The platform deadline falls outside our opening hours: we will not be able to file a claim for this item.”** | The marketplace's window runs out outside the hours in which a claim can be filed. | **Free** |
| **“The claim window has closed. You can still report an issue, but with no recourse against the seller.”** | The usable deadline is behind us. | **Free** |
| **“The inspection came after the claim window had closed.”** | The parcel reached us too late for the inspection to serve a claim. | **Free** |
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.
**The first of those four sentences is the one people misread.** Three of them mean “this is over”. **“The parcel has not been collected yet”** means “this has not started”, the claim is still perfectly alive, and the fee is due. Confusing the two once made our own screen write “no recourse” over items whose clock had not even begun — so they are now worded, and priced, as the different things they are.
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
**€5.00**, and nothing else. It is **one of the only two fixed fees REGA charges** — the other being the **€10.00** consolidation fee on a parcel. Everything else on a parcel's quote is carriage, packing options, insurance, the storage days an item ran past its free window, a discount if we give you one, or our payment provider's share — seven lines in all, and never an eighth. A service you asked for by name is not one of them: nothing charges for those today.
| When you report | What it costs |
| ------------------------------------------------------------------------- | ------------------------------------ |
| A claim is still possible | **€5.00** |
| The parcel has not been collected yet — the clock has not started | **€5.00** |
| A claim is no longer possible, for any of the three closing reasons above | **Free — and recorded all the same** |
**We do not charge for a procedure we cannot carry out.** That is not a courtesy: billing for a claim REGA physically cannot lodge would be indefensible. And a report with no claim behind it is still worth something — it is a conversation with us, a seller you now know to avoid, and a line in your own record.
### What the fee actually buys
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.
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.
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.
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
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.
**“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.
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.** Charging twice for the same claim is a mistake we would rather never make, and nothing you do can cause it: click **“Pay the fee”** twice and you will simply read **“The opening fee has already been paid for this item.”**
**The “Pay the fee” button appears on that one sentence, and nowhere else.** Never on a network glitch, never on a generic error. A “pay” button on a connection failure would take money for nothing, and the person clicking it would have no way of telling.
The fee is an amount that can change, like almost every amount in this service. **€5.00** is what it stands at today, and the sheet always shows you the amount in force before you pay anything.
***
## What we do with your report
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”**.
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.
With your description and our photos, under your account, with the marketplace. This is the step no button performs.
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.
**An item with a live report or an open dispute cannot leave in a parcel.** Try to add it to one and you will read **“A dispute is under way on this item: it cannot ship right now.”** Those items are also kept out of the grouping suggestions, so you will not be offered a parcel you cannot actually send. Once the dispute is settled and the item is still yours, it goes back into circulation with everything else — see [Consolidation and quotes](/reshipping/consolidation-and-quotes).
**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 — which is why answering by your own countdown is always enough, and why answering after it is never worth the gamble.
***
## 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**.
| What you read | Your money | Your goods | The item's state afterwards |
| -------------------------------- | -------------------------------- | --------------------- | ---------------------------------------------------- |
| **“Partial refund obtained”** | Part of what you paid comes back | Stay with us | **“In warehouse”** — yours to ship whenever you like |
| **“Full refund, item returned”** | The whole amount comes back | Go back to the seller | **“Returned to seller”** — final |
| **“Dispute rejected”** | Nothing | Stay with us | **“In warehouse”** — yours to ship whenever you like |
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 closing letter is headed **“The outcome of your report”**, and its first line is `The claim we filed for “{item}” has just been closed.` followed by the outcome in your own language:
| Outcome | What the letter says |
| ----------------------- | -------------------------------------------------------------------- |
| Partial refund | `You are refunded {amount}, and the item stays in your warehouse.` |
| Full refund with return | `You are refunded {amount}, and the item goes back to the seller.` |
| Rejected | `The platform rejected the claim. The item stays in your warehouse.` |
**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.
**A closed dispute restarts nothing.** An item that already had a storage counter keeps that one, and the days it spent under claim count like any others — the counter does not pause during a dispute. A closed dispute only **starts** a counter for an item that had never entered stock: that, and only that, is where its **60 free days** begin. The scale that applies afterwards is on [Storage and what it costs](/reshipping/storage-and-fees).
**“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](/reshipping/checks-and-photos).
With nothing on it, it says **“No dispute”**, followed by **“We will try a claim with the seller using your photos and description.”** — which is a description of what would happen, not of anything under way.
Everything else is grouped, in this order, each group carrying its own count:
| Order | Group | What it means |
| ----- | -------------------------------- | ------------------------------------------------------ |
| 1 | **“Dispute opened”** | Lodged with the marketplace. Nothing is asked of you. |
| 2 | **“Reported”** | You have reported; the claim is being prepared. |
| 3 | **“Full refund, item returned”** | Settled: refunded in full, the item went back. |
| 4 | **“Partial refund obtained”** | Settled: part of the money came back, the item stayed. |
| 5 | **“Dispute rejected”** | Settled: the marketplace refused. The item stayed. |
| 6 | **“No recourse possible”** | Recorded, with no claim behind it. |
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.
| Situation | What you read |
| --------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| You press **“Send the report”** with no reason ticked | **“This field is required.”** — the window stops you before anything leaves your screen |
| A claim is possible and the fee has not been paid | **“Opening a dispute costs €5.00. Pay it so we can start the procedure with the platform.”** |
| You click **“Pay the fee”** on an item already paid for | **“The opening fee has already been paid for this item.”** |
| 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 item was answered already — by you, by silence, or in another tab | **“This item is no longer waiting for a reply.”** |
| Our payment provider cannot be reached | **“Payment is not available at the moment.”** |
| The payment page could not be opened | **“The payment link could not be created. Try again.”** |
| You add an item under report or dispute to a parcel | **“A dispute is under way on this item: it cannot ship right now.”** |
| The item changed while your page was open | **“This item changed in the meantime. Reload the page to see its current state.”** |
| The service is closed for the moment | **“The service is temporarily closed. Try again later.”** |
Almost all of these are a second tab or a second click, not a fault. The full catalogue of refusals across the product, each with the gesture that unblocks it, is on [When something refuses](/reference/when-something-refuses).
***
## What surprises people
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.
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.
A rejected claim is not a confiscation. The item returns to the warehouse, its storage counter goes on running exactly as it already was, 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 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.
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.
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.
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.
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”.
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, is not something we will do in your name.
The automatic approval 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 your answer and the deadline land at the same moment, your answer wins.
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.
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.
Your report is instant; the claim behind it is written and lodged by hand. It is a deliberate choice, but it does mean a claim is never instantaneous.
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.
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.
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 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.
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.
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.
The bell's Reshipping tab does carry a **“Dispute — opened, deadline, outcome”** switch, and it is on when you arrive. The opening itself still only sends a letter: 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.
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
Where the gesture actually happens: the inspection, the nine reasons, the deadline, and the report itself.
Every state an item passes through, including the two it can leave a dispute in.
The 60 free days, the one case where a closed dispute starts them, and the scale that follows them.
Grouping items into one parcel — and why an item under dispute cannot join one.
The two letters on this page, and every other one, with what each expects of you.
The whole journey in one page, and the two fixed fees REGA charges.