A compensation that is refused when you submit it is almost never an outage: a cap, your balance or a supporting document blocks the submission. Find the cause in the cases below and unblock the submission.
The amount exceeds the cap for the transaction type
Each wallet transaction type has a cap per submission, set by your laboratory's head office. A submission above the cap is refused.
For a per-product type, the total is the number of products multiplied by the value of each product. For example, 8 products at €15 make €120.
If the same submission went through before, the cap has probably been lowered.
What to do: reopen the "Submit a compensation" card on the pharmacy page and send fewer products, or split the submission into two.
If the cap seems too low, ask your laboratory's head office to raise it: only they can change it.
Your wallet balance is insufficient
You cannot send more than your "Available balance", shown at the top of the "Submit a compensation" form. The amount field shows "Insufficient balance" and a warning reminds you of your current balance.
What to do: ask your regional director or your laboratory's head office to distribute budget to you, then reopen the "Submit a compensation" card on the pharmacy page.
The supporting document is missing or not accepted
Some transaction types require a supporting document: for these types, the "Supporting document" field appears in the form. Without a file, the transaction is still sent, with the status "Proof to upload", until the supporting document is uploaded.
Accepted formats: JPEG, PNG, GIF, PDF, WEBP, HEIC. Maximum size: 10 MB. Otherwise: "File format not accepted" or "The file must not exceed 10 MB".
Open the pharmacy page ("Clients" in the left menu, "Pharmacies" card, then the pharmacy) and click the "Submit a compensation" card.
Fill in the compensation, then attach a file in one of these formats to the "Supporting document" field.
Click "Submit".
Result: the message "Transaction submitted successfully" appears.
Your compensation is awaiting validation, not refused
A high-value compensation is not refused: it waits for manual validation. By default, the threshold is €200, but each laboratory can set its own.
A pending compensation stays pending until someone validates it, no matter how much time has passed.
Only your laboratory's head office can validate these compensations.
If it doesn't work
Log back in with your own account, then try once more.
The error persists even though the amount is under the cap and the balance is sufficient: contact support via the Opeaz bubble. Provide your login e-mail, the pharmacy (name and CIP code), the transaction type, the products and the amount, and a screenshot of the error.