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.

Updated on: 08/08/2026