What to do if a shipment is returned to you
What you'll learn
What happens when Correios cannot deliver and the parcel comes back to you: how to know it is coming back, what the order shows, what happens to the buyer and how to avoid new returns.
Before you start
You need:
An approved Jamble seller account
An order whose parcel Correios could not deliver
How to know the parcel is coming back
When Correios reports that the parcel will come back, you get a notification saying the sale could not be delivered and is being returned to you. The parcel keeps its tracking until it gets back.
To find these orders:
In Envios (Shipments), in the app settings or in the Seller Hub, the parcel shows as Devolvido (Returned) when the return is complete
In Minhas vendas (My sales), use the Devolvido filter
What the order shows
When the return is complete, the sale detail shows Cancelado (Canceled), with the message Seu item não pôde ser entregue e foi devolvido a você (Your item could not be delivered and was returned to you).
The order number is still shown, so you know which parcel belongs to which sale. Because the sale was canceled, its amount does not go into your wallet.
Why parcels come back
The most common reasons are:
Wrong or incomplete address, such as a missing number or a wrong CEP (postal code)
Nobody to receive it during the delivery attempts
Parcel not picked up at the Correios agency in time
Delivery refused by the recipient
The order is handled the same way on Jamble in every case.
What happens to the buyer
The buyer's refund is automatic. You do not need to open a ticket. The buyer sees the order as Cancelado, with a notice that the order was returned to the seller and that they will get a refund.
The amount goes back to the same payment method used for the purchase, within 5 business days, depending on the bank or card.
If the buyer still wants the item
There is no button to reship the same order, because it was already canceled and refunded. If the buyer still wants the item, they can buy it again, in your Loja or in your next live, with the right address. This way the sale has a Jamble label, tracking and Jamble support.
How to avoid returns
Drop it off right after the sale. The sooner the parcel leaves, the more likely the buyer is waiting for it
Check the buyer's address on the label before sticking it
Let the buyer know when tracking shows Falha na entrega (Delivery failed) or that the parcel is waiting for pickup at the agency
Pack well. See Packaging guidelines
Important tips
Check the parcel when it arrives. See whether the item is intact and whether the parcel belongs to the right sale
Take photos if the parcel comes back damaged, before opening it
Do not reuse the old label. Any new shipment needs a new sale and a new label
Frequently asked questions
Do I need to cancel the sale? No. When the return is complete, the sale is canceled automatically and the buyer is refunded.
Can the buyer ask me to reship? Not in the app. Because the order was canceled and refunded, the way forward is for the buyer to buy again.
How long does the buyer's refund take? Within 5 business days after the order is canceled, depending on the bank or card.
What if the parcel comes back damaged? Take photos before opening it and contact support in the app chat.
How long does the parcel take to come back? It depends on the distance and the Correios route. You can follow it in the parcel's tracking.
Need help?
Talk to us in the app chat.