Create ticket

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

What is a ticket?

A ticket is a formal report generated when you report a problem with your shipment. It is tracked both internally and by the shipping carrier; you can check its status at any time and receive notifications via email and within the portal for each update.

Create a support ticket

1. Log in to your Envia.com account.

2. In the side menu select Tickets

3. Click on Report an issue.

4. Choose the type of incident that applies to your problem.

Once it's created, you'll receive updates in the upper-right corner of the portal and via email.

ℹ️ You can also create a ticket directly from "My Shipments": Click the three dots ( ⋮ ) next to the affected shipment and select "Report a Problem.".

Types of incidents

Type of incident	When to Use It
Unrecognized overweight	A weight-based charge was applied that does not match what was declared when the waybill was created
Damaged package	The package arrived broken, wet, opened, or showing signs of damage
Delivery in wrong direction	The package was delivered to an address other than the one provided
Refund	You are requesting a refund for the shipping charges
Partial refund	You are requesting 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 doesn't appear in your account
Shipping without movement	The package has not been scanned and shows no progress since it was picked up
Credit	You request that a credit be applied to your account
Product subtraction	Some of the contents were taken or stolen during transit
Redirection	You need to change the shipping address after generating the shipping label
Delayed payment	The charge was processed late and affected the processing of your shipments
Irregular package	The shipment contains prohibited items, has incorrect labeling, or is improperly packaged
Lost package	The shipment was reported as undeliverable by the shipping company

Requirements by type of issue

Automatic tickets

In some cases, the system detects a problem and automatically creates a ticket, without you having to report it manually.

Situation Detected	Automatically Generated Ticket
Package not located	Lost package
Damaged package	Damaged package
2 or 3 failed delivery attempts	Delay in delivery
Delivery address error	Redirection

ℹ️ Even if the ticket is generated automatically, you can add comments, photos, or additional evidence through your portal to speed up the resolution.

View and manage your tickets

From the Tickets You can view all your active and historical reports:

• Open — tickets currently being processed that have not yet been resolved
• Resolved — History of closed tickets (accepted or declined)

The table shows the following for each ticket: ID, problem description, shipping destination, insurance applied, additional shipping label information, creation date, status, and the button View Ticket to view the details.

Use Export CSV to download the complete list of your tickets with all the details.

Track the status of your ticket

Status	What does it mean?
Pending	Your ticket is in the queue to be reviewed
In review	We are waiting for a response from the shipping company
Incomplete	Some data or documents are missing. Please review and complete the information.
Tracking	There's a new comment on your ticket
Accepted	Decided in favor of your request
Declined	Application Rejected

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.

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Can I create a ticket from "My Shipments" without going to "Tickets"? Yes. From "My Shipments," click the three dots ( ⋮ ) next to the affected shipment and select "Report a Problem." The process is the same, and the ticket will be logged in the "Tickets" section.