Request a refund

A refund is the return of money for a shipment or a payment when the package is lost, misplaced, or another cause that Envia and the carrier accept. Envia works with the carrier; it does not cover damage, theft, or losses from poor packaging.

You file the report in Tickets, with the Refund type. Follow-up stays on that same screen.

Request the refund

1. Go to shipping.envia.com.
2. Open Tickets.
3. Press Report incident.
4. Choose Refund.
5. Select the payment by its ID. The ID is in the first column of Payments and billing.
6. Complete what the form asks for, attach evidence, and press Submit evidence.

Check the ticket status in Review tickets. How to build the report is in Create a ticket.

Overweight refund

If the carrier charged a different weight from the label, the charge appears in My overweights. To dispute it, use the Unknown overweight type when you create the ticket, or report the problem from that screen.

Bring photos of the package, measurements with a ruler, the product on a scale, and the label or the carrier receipt. If the carrier accepts the case, a credit note is applied to your Envia account.

The steps for that screen are in Overweights on shipments.

Considerations

• If the refund goes through, it does not include VAT.
• Envia is not responsible for damage, theft, loss, or losses from insufficient packaging, nor for acts of the carrier or an authority.
• Deadlines and exclusions are in Envia’s terms and conditions and in the carrier’s.

Frequently asked questions

Why can’t I request a refund? Exclusions are in the terms of the carrier you used and in Envia’s.

How long until the refund shows up? It depends on the carrier and its timelines.

How long do I have to request it? The carrier sets the deadline. Check it before you open the ticket.

Related articles

Create a ticket

Review tickets

View invoices and payments