When a shipment is marked as a claim (siniestro), it means it suffered theft, loss, or damage.
If the order is insured, the full cost of the product and the shipping will be refunded. We always recommend insuring your products — you can see how to do so in the article How to purchase insurance.
Once the claim is declared, if the order was insured, we will request the following:
Product invoice
Claim declaration letter
After receiving the invoice, we will proceed with the reimbursement of the product value (as declared when the shipment was created) plus the logistics value. The reimbursement is made exclusively as credit to your Enviopack account.
Keep in mind that the product amount shown on the invoice must match what was declared on our platform. If there are differences, the lower amount will always take priority.
If your shipment is not insured, the claim will be reported automatically via a ticket in your Claims module within your Enviopack panel.
If you have any questions, we invite you to review the Insurance Terms and Conditions. You can also write to us through your ticket system. We're here to help!