# Brazil order returned for a wrong address: what to do and how to avoid it

By Rotomal team · Updated 2026-11-07 · Part of [CEP Conferido](https://rotomal.com/en/endereco-conferido/)

**Short answer:** If the label has not been created yet, correct the address on the order and confirm it with the customer in writing. If the parcel is already with the carrier and has an address exception, correct it within the carrier's deadline; for J&T through Enviali, for example, that is 5 calendar days before an automatic return charged at 130% of the original freight. To avoid it, check the CEP, number and unit of every order before the label.

## Before the label

- Correct the address on the order in your store admin.
- Send the customer the corrected address and ask for written confirmation.
- Keep the confirmation with the order.

## With the parcel in transit

- Watch the exceptions in tracking and in the carrier's or freight platform's dashboard.
- Send the correction within the carrier's deadline; after it, the return usually starts by itself.
- Tell the customer the delivery may be delayed while the correction is handled.

## J&T rules on Enviali

| Situation | Published rule |
| --- | --- |
| Address problem logged | 5 calendar days to send the correction through the link |
| No correction in time | Automatic return |
| Return price | 130% of the original freight, outbound freight not refunded |
| Delivery attempts | 3 at no cost; a 4th for 50% of the original freight |

These rules apply to J&T Express booked through Enviali, according to Loja Integrada's help centre. Correios and other carriers have their own rules; check your contract.

## How to avoid it

- Use CEP lookup at checkout to fill in street, bairro and city.
- After the order, check that the CEP matches the typed city and state.
- Require a street number and, in buildings, an apartment or block.
- In towns with a general CEP, require street and bairro.
- Hold problem orders and ask the customer to confirm before picking.

## If you want help

CEP Conferido runs these checks on every new order and asks the customer to confirm on WhatsApp, from R$ 29 a month, starting with a check of your last 200 orders.

## Sources

- Loja Integrada: Returns, address correction and cancellations with J&T Express on Enviali (Portuguese) https://intercom.help/loja-integrada/pt-BR/articles/14600205-como-funcionam-devolucoes-correcao-de-endereco-e-cancelamentos-na-j-t-express-no-enviali
- Melhor Envio: Invalid CEP (November 2025, Portuguese) https://melhorenvio.com.br/blog/frete-e-logistica/cep-invalido/
- ViaCEP: free CEP lookup https://viacep.com.br/

[CEP Conferido](https://rotomal.com/en/endereco-conferido/) does this for you. Request it free, no card: https://rotomal.com/en/endereco-conferido/request/
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Rotomal · https://rotomal.com/en/endereco-conferido/brazil-order-returned-wrong-address/ · hello@rotomal.com