> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.opla.co/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How do I open a dispute and get refunded?

If your order never arrives, or doesn't match the description, you can open a dispute — but at the right moment, and from one specific place.

## Where the button is

It is **not** on the order page. It's **in your conversation with the seller**, on the « **Parcel received** » message that appears as soon as the carrier reports the delivery.

- **Private seller**: the button is called « **Refuse order** ».
- **Professional seller**: it's called « **Request a return** ».

The wording talks about refusing, but that is the way to report a problem: the button opens a 3-step form where you describe the issue and attach your photos.

## ⚠️ Don't confirm receipt if something is wrong

Confirming the order **releases the payment to the seller** and **makes the button disappear**. After that, the dispute can no longer be opened from the app, and there is no going back. If in doubt, open the dispute first — you can always confirm afterwards.

If you do nothing, the order is confirmed **automatically** after 48 hours with a private seller, 15 days with a professional one.

## Your deadlines

- **Private seller**: **48 hours after you receive** the parcel.
- **Professional seller**: **15-day right of withdrawal**.

## I can't see the « Parcel received » message

That message only appears once the carrier has registered the delivery. If your parcel did arrive but tracking never marked it as delivered, the message — and therefore the button — doesn't exist yet.

In that case, **message us in the chat** with your tracking number: we unlock it from our side. Don't wait for the 48 hours to run out before telling us.

## What happens next

While the dispute is open, the payment is **not** released to the seller. If the dispute is upheld, you are **refunded to your Opla balance**.

💡 Photograph the parcel and the item **as you open it**. That is the strongest support for a dispute, and it's far harder to obtain after the fact.