Pagos y Facturación / Payments
Request Refund
Table of contents
Refund refers to the refund you are entitled to if the product you send is lost, stolen or misplaced. Although envia.com will assist you in this process, it is important to know that it acts as an intermediary between you and the shipping company. It is not responsible for damaged, stolen, lost or misplaced products, or losses resulting from poor packaging.
Steps to request a refund
- Access the platform and go to the Help > Help Center
- Select the New ticket
- From the drop down menu, choose Refund and select payment with ID number to validate the information. (You can find it in the first column of the page Billing & Payments))
- Finally, click on send
Refunds for overweight
The products sent by the parcel selected by the user, which have a difference in weight, measures, and / or cost described in the generated guide, may generate an additional cost. This additional cost will be charged directly to the user without the need for prior authorization from the parcel and envia.com.
Steps to request a refund for overweight
If you verify that the error was not yours, the case will be reviewed with the carrier company. For this, you must:
- Request envia.com to review the overweight reimbursement.
- Provide the necessary documentation: photos of the package shipped, measurements of the product with a ruler or millimeter tape, photos of the product on a scale, and a photo of the label or ticket provided by the carrier.
Once the parcel company analyzes the information and determines that you are entitled to the overweight refund, they will generate a credit note that will be paid directly to your envia.com account.
Considerations
- It is important to note that if the refund is applicable, the Value Added Tax (VAT) will not be included.
- In addition, envia.com is not responsible for damaged, stolen, lost or misplaced products, or for losses that are a direct result of improper packaging by the customer, the carrier or any other governmental means.
- Consult our terms and conditions if you want detailed information about refunds.
FAQ
There are certain reasons why you cannot request a refund. These are found in the terms and conditions of the package selected by the user.
The time required to reflect the refund varies depending on the carrier and its specific terms and conditions.
It is important that you find out about the deadline established to make the refund request. This information is found in the terms and conditions of the carrier selected by the user.
Did you find this resource useful?