What to do if a package does not arrive at the warehouse or return address?
Learn how to manage product return incidents effectively and quickly.
Written by Support Team
Updated at March 26th, 2025
Table of Contents
This option applies only to labels generated with a Reveni contract.
If a customer has correctly followed the return instructions and used the provided label, but the package has not arrived at the warehouse or return address, you can inform us, and we will open a claim with the shipping company through the Merchant Dashboard.
Steps to open a claim:
- Locate the customer's request.
- Access the request details and look for the 'Shipment tracking‘ section. Click on the three dots on the right and select the ’Open a claim for this label' option:
Once the claim is submitted, we will receive an email with all the necessary details to report the issue to the shipping company and track the status of the shipment.
As soon as we receive a response, we will inform you.
(Please note that the shipping company may take up to 10 days to respond.)