Abra chamado na VTEX para seu problema, mas é exatamente da forma que está tentando.
Same problem here.
@Nivedita Purohit when you don't receive the file, you may try this URL, where you'll be able to download it from a link: http://LOJA.vtexcrm.com.br/ExportStatus/Index
Regarding importing, it depends on the structure of your entity. But, basically you'll fill out the columns with the name of the mandatory fields, and I suggest leaving a column 'id' blank. If you need, I have a spreadsheet for clients and addresses that may help you understanding it.