Envíos / Shipment Management
Create ticket
Did you encounter an issue with your shipment? Reporting it is very important so we can help you resolve it quickly and improve our services.
Steps to create ticket
- From the Help section, select My incidents
- Click Report an issue
- Select the issue that best matches your situation
- Choose the label related to the incidence to validate the information
- Click Submit
Once your ticket is created, you will receive updates on your Envia.com portal (top right corner) and via email, notifying you of the progress.
Requirements by type of issue
Shipping without movement
Unrecognized overweight
Wrong delivery
Damaged package
Redirection
Delay in delivery
Product subtraction
Lost package
Status in my ticket
| Status | Description |
|---|---|
| Accepted | Resolved in favor of your request. |
| Declined | Request denied. |
| In review | We are waiting for a response from the carrier. |
| Incomplete | Missing data or documents. Please complete the information. |
| Pending | Your ticket is in the queue for review. |
| Tracking | There is a new comment on your ticket. |
FAQ
How can I avoid overweight charges for my shipments?
- Measure and weigh your package correctly before registering the shipment.
- Make sure the packaging is properly sealed and protected.
- Consider the volumetric weight in addition to the actual weight.
For more information, check out our packing guide.
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