Does a dispute or an expired-product request refuse to go through to a laboratory? The message displayed almost always gives the reason and another way to reach that laboratory.
The laboratory handles its reclamations by phone
If the message "This laboratory handles reclamations by phone" appears after you choose the laboratory, in the dispute form ("New reclamation" > "General reclamation" in the "Reclamations" menu), this laboratory has chosen not to receive reclamations on Opeaz. This is not a breakdown.
Note the number shown on the white button, under "This laboratory handles its reclamations by phone, you can contact them at this number:".
Call the laboratory directly: your reclamation is handled outside Opeaz.
The laboratory does not handle its reclamations on Opeaz yet
If the box "This lab does not handle reclamations in Opeaz" appears, with "We are sorry, but for now this laboratory does not yet handle its reclamations in Opeaz", the laboratory has not yet set up reclamation receipt.
Contact the laboratory through your usual channels (phone, e-mail).
You can tell support that it should be invited: the Opeaz sales team will decide.
You chose the wrong laboratory
When you send, the window "Error while saving" appears with "It is not possible to create a reclamation for this client, please contact support.": the laboratory you chose cannot receive your reclamation. Check that it is not a laboratory with a name close to the right one.
Click "Reclamations" in the left menu, then "New reclamation".
Choose "General reclamation" or "Expired product".
Select the laboratory again, checking its exact name.
Result: the reclamation form is displayed for the right laboratory.
The expired-product request is not offered
For expired products, the laboratory must have authorized you, and this authorization has an expiration date that the laboratory renews.
The "Expired product" choice in "New reclamation" ("Expired" on the mobile app) is always displayed. If the laboratory is not offered there or if the request does not go through, your pharmacy is not authorized: in the laboratory's list, it appears as "Not eligible". Ask the laboratory to authorize you or to renew your authorization.
If it doesn't work
The right laboratory is selected, it receives reclamations on Opeaz, and the error comes back after a new attempt: contact support via the Opeaz bubble, giving your CIP code, the exact name of the laboratory and the exact text of the error message.