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What to Do If a Package Is Delayed

Missed shipping deadline or stuck tracking: what to check in Envios, how to refresh tracking and when to contact support.

Written by Kaio Souza

What to Do If a Package Is Delayed

What you'll learn

What to do when a shipment is late: if you have not dropped it off yet and the deadline is running out, or if the parcel is already with Correios and tracking stopped. At the end, a quick part for buyers.

Before you start

You need:

  • An approved Jamble seller account

  • The order in Envios (Shipments), in the app settings, or in Envios in the Seller Hub

If you have not dropped it off yet

The deadline to ship is usually about 10 days after the sale is confirmed. In exceptional situations, such as a Correios strike, it can be extended to up to 20 days. The exact deadline always appears in the order, under Prazo de envio (Shipping deadline).

If the deadline passes:

  • The parcel shows as Envio atrasado (Shipping overdue) in Envios

  • The order tells you until when you can still ship before it is canceled

  • If you do not drop it off in time, the sale is canceled and the buyer is refunded automatically

What to do:

  1. Generate the label and drop off the parcel as soon as possible. See Pack and ship your order

  2. Let the buyer know in the chat that the parcel is on its way

  3. If you cannot ship, use Cancelar venda (Cancel sale) in the order. The buyer is refunded to the same payment method. Frequent cancellations can restrict your account

If the parcel is already with Correios

Check the tracking

Open the parcel in Envios and check its status and tracking. Long routes and more remote areas usually have longer gaps between updates, even when the parcel is moving normally.

If tracking stopped

Sometimes tracking stops updating after the first scan, even though the parcel is on its way.

  1. Open the parcel in Envios and tap Atualizar rastreio (Refresh tracking; on Android, Atualizar)

  2. Check again after a while

  3. If tracking is still stuck, contact support in the app chat

If you see Falha na entrega

Falha na entrega (Delivery failed) means Correios could not deliver. Check the next step in the tracking. Often the parcel is available for pickup at a Correios agency for a while. Let the buyer know in the chat so they can pick it up before it comes back to you.

If the parcel comes back, see What to do if a shipment is returned to you.

When to contact support

Contact support in the app chat if:

  • Tracking is still stuck even after Atualizar rastreio

  • Tracking shows delivered, but the buyer says they did not receive it

  • Tracking shows the parcel as damaged, lost or held

For buyers

If you bought something and the parcel is taking long:

  • Follow the delivery in Minhas compras (My purchases), in the order. Tracking appears there

  • If the seller does not ship within the deadline, the order is canceled and you are refunded automatically

  • If you have a question, send the seller a message in the chat

  • If tracking stops for a long time or shows delivered when you did not receive it, contact support in the app chat

Frequently asked questions

Who is responsible for shipping? You drop off the parcel with the label generated by Jamble, and Correios delivers it. Jamble follows the tracking and cancels automatically when the shipping deadline passes.

Can I still ship after the deadline? Yes, as long as the sale has not been canceled. The order shows until when. Ship as soon as possible.

How long does delivery usually take? It depends on the Correios service and the distance. Long routes and more remote areas take longer.

Can the buyer track outside the app? Yes. The tracking code shown in the order also works on the Correios website.

Need help?

Talk to us in the app chat.

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