Create ticket

Reporting a problem with your guide generated on envia.com is important, as it helps us identify and solve any problems you may encounter. Additionally, your feedback allows us to improve our services and verify that we meet your expectations. By reporting a problem, you help maintain high quality service.

Steps to create ticket

1. Access to our platform
2. Go to the Help section and click on Help Center
3. Select the option Create ticket
4. Choose the type of incident that best suits your situation.
5. Fill out the form with the requested information.
6. Click Submit

Once your ticket is generated you will receive an update on your envia.com portal in the upper right hand corner, as well as an email notifying you of the follow-up.

Types of incidents that can occur during shipping

Incidencia	Description	Requirements
Wrong delivery	The shipment was delivered to an address other than the one specified on the label.	- Specific characteristics of the package (colour, logo, branded ribbon, etc.) - Details of contents (number of pieces, colour, make, model, value) - Destination address references (between streets, type/colour of facade, nearby premises or buildings) and recipient's contact information. Note: In most situations, the parcel service will attempt to reclaim the product. If they fail, they will compensate you. A tax invoice, bill of sale or undated purchase order, not older than 3 months from the creation of the waybill, will be required. - Time to generate the report 48 working hours after delivery.
Shipping without movement	The package was delivered to the parcel, but shows no new scans in the tracking information.	- Waybill or manifest signed and stamped by the courier (applicable when tracking indicates receipt of the package). - Characteristics of the package (legend, logo, colour of packaging, etc.). - Characteristics of the contents (number of pieces, colour, brand). If collected: day and date of collection. - If collected: day and time of collection, and number of packages collected together with the waybill. - If delivered to a branch: day and time of delivery, signature or stamp of the parcel service, and number of parcels delivered together with the waybill. - Address of the branch where it was delivered. - A tax invoice, sales note or non-dated purchase order, not older than 3 months from the creation of the waybill, will be required. - Time to generate the report, 24 hours after collection.
Damaged package	The contents of the shipment are damaged. You have two working days to report this incident.	- Invoice dated no more than 3 months from the creation of the waybill. - Photographs of the inner and outer packaging. - Photographs of the inner and outer packaging (the waybill must be attached and legible). - Photograph of the damage to the contents. - Description of the contents (specify what it is, number of pieces, colour, brand, logo, etc.). Note: Glass and liquids are restricted items. Any fragile or poorly packaged items are not applicable for compensation. - Time to generate the report 48 working hours after delivery .
Lost package	Shipment declared untraceable by the courier company.	- Opinion by the parcel service or MP. - Fiscal invoice, sales note or purchase order, not older than 3 months from the date of creation of the waybill. - Description of the content, quantity of pieces, brand and value. - Time to share documentation is 5 working days. *Requirements may vary according to the package.
Redirection	Request for return of package to origin or delivery to a different address (may incur an additional cost). Request may be subject to parcel logistics.	- New address (street, number, neighbourhood, postcode, municipality, state). - Address references (facades, between streets). - Additional telephone number. - Characteristics of the package (outer packaging, logos, seals, legend). - Contents.
Delay in delivery	Shipment exceeding the promised delivery time (ground - 5 to 7 days, express - 3 days).	- Address (street, number, neighborhood, postcode, municipality, state). Address references (facades, between streets, between streets). - Address references (facades, between streets). - Additional telephone number. - Characteristics of the package (outer packaging, logos, seals, legend). - Description of contents (brand, value, number of pieces, etc.).
Unrecognized overweight	Generation of additional charges due to discrepancies in weight and measurements reported by the parcel carrier.	- Photographs of the package with the guide attached, measuring the box with a tape measure or ruler (length, width, height). - Photographs of the package with the guide attached, measuring the box with a tape measure or ruler (length, width, height). - Photographs of the packaging with the waybill attached on a scale (showing the weight of the package). - Invoice dated no more than 3 months from the creation of the waybill. - Time to generate report 30 days from receipt of payment.
Product subtraction	Package received with partial or total lack of contents. When it is detected that contents are missing from your package, you will only have two working days to report the incident.	- Fiscal invoice, sales note or purchase order, not older than 3 months from the date of creation of the waybill. - Photographs showing the handling of the inner and outer packaging (the waybill must be attached and legible). - Photograph of the damage to the contents. - Description of the contents (specify what it is, number of pieces, colour, brand, etc.). - Describe whether it is total or partial theft and mention the amount of product stolen. Note: This is different from damage, this is an attempt to steal the product. *Requirements may vary according to the type of damage. *Requirements may vary according to the parcel.

Status in my ticket

Status	Description
Accepted	Ticket closed in favor of the petition
Declined	Ticket closed denied the request
In review	The information has been received and sent to the carrier, our team is awaiting resolution
Incomplete	Request received, but with missing data or documents, action is needed from the client
Pending	New ticket that has not been assigned to one of our specialists
Tracking	A new customer comment has been added to the ticket, awaiting response from the executive in charge

FAQ

How can I avoid overweight charges on my shipments?

To avoid overweight charges, follow these tips:

• Be sure to enter the exact measurements of each side of your package and the corresponding weight.
• Check that all tapes, emplaye and flaps are securely attached to the package.
• Remember that the higher of the actual weight and the volumetric weight will be taken into account.

For more details, please visit our packing guide.