Create ticket

Did you have a problem with one of your shipments? You can file a report (also called a ticket) so that our team can help you resolve it as soon as possible. This process allows us to follow up on your situation and improve our services.

What is a ticket?

A ticket is a formal report that is generated when you notify us of a problem with your shipment.

• Follow-up is provided internally and with the parcels.
• You can check the status at any time from your Envia.com account.
• You receive notifications by mail and within the portal about any updates.

Steps to create ticket

1. Log in to your Envia.com account.

2. In the side menu select My incidents.

3. Click on Report an issue.

4. Choose the type of incident you wish to report.

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.

Types of incidents

Type of incident	When to use it?
Unrecognized overweight	An additional charge was applied for weight or volume that does not match what was declared when the waybill was created.
Damaged package	The package arrived broken, wet, opened or with visible signs of mistreatment.
Delivery in wrong direction	The package was delivered to an address other than the one provided.
Refund	You request a full or partial refund of the amount paid for the shipment.
Partial refund	You request a partial refund of the amount paid.
Delay in delivery	The shipment is still in transit after the estimated delivery time.
Payment not reflected	You made a payment that does not appear in your account.
Shipping without movement	The package has not been scanned by the parcel or shows no progress since pickup.
Credit	You request the application of a credit to your account.
Product subtraction	Some of the contents of the package were stolen or misappropriated during transit.
Redirection	You need to modify the delivery address after generating the waybill.
Delayed payment	The charge was made, but was reflected later or affected the operation of your shipments.
Irregular package	The shipment has impermissible contents, labeling errors or inadequate packaging.
Lost package	The shipment was declared untraceable by the courier.

Requirements by type of issue

Automatic tickets

There are situations where the system detects a problem with your shipment and automatically generates a tracking ticket. This allows you to receive attention without having to report it manually.

Shipment status	Ticket generated
Package not located	Lost package
Damaged package	Damaged package
2 or 3 failed delivery attempts	Delay in delivery
Delivery address error	Redirection

ℹ️ Although the ticket is generated automatically, you can add comments, photos or additional evidence from your portal to speed up the process.

Ticket status

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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What should I do if I have an issue and I'm using customized keys?

If you are using customized keys and encounter an issue with your shipment, contact the call center of the carrier directly. Envia.com cannot intervene in these cases; you need to contact the courier managing your customized keys.