How to open a claim associated with a return label?
Learn how to manage product return incidents effectively and quickly.
Written by Support Team
Updated at March 26th, 2025
This option applies only to labels generated with a Reveni contract.
If a customer has correctly followed the return instructions and used the label we sent them, but the package has not arrived at the warehouse or at the return address, a ticket can be opened to claim the shipment from the transport company from the Merchant Dashboard.
- 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:
- We will receive an email with all the necessary information to open an incident with the transport company and receive information about the status of the shipment.
- Once we receive a reply, we will inform you.