BaseTao: How to Report Missing Parcels and Handle Claims via BaseTao Support
A Step-by-Step Guide to BaseTao's Claim Procedure for Missing Packages
Discover BaseTao's systematic approach to reporting missing parcels and filing compensation claims. Learn how to properly document your case with required evidence to maximize your chances of successful resolution.
Before You File Your Claim
1. Verify Package Status
Check if your parcel has actually exceeded the expected delivery timeframe. BaseTao typically considers packages as missing after 30-45 days from shipment date, depending on the shipping method.
2. Gather Required Evidence
Collect all relevant documentation before starting your claim process. Proper preparation significantly speeds up resolution.
Essential Documents for Your Claim
Screenshots
Capture complete screenshots showing:
- Package tracking information with dates
- Order details from the original store
- BaseTao storage records
- Any error messages or unusual status updates
Weight Records
Provide clear evidence of package weight:
- BaseTao warehouse weighing records
- Shipping carrier weight verification
- Discrepancies between declared and actual weights
Invoices and Receipts
Submit complete financial documentation:
- Original purchase invoices
- BaseTao service fee receipts
- International shipping payment confirmations
- Insurance purchase proof (if applicable)
Step-by-Step Claim Procedure
Step 1: Access BaseTao Support
Log into your BaseTao account and navigate to the Support section. Click "Submit Ticket" and select "Missing Package" as your issue category.
Step 2: Complete Claim Form
Fill out all required fields in the claim form:
- Package tracking number
- Shipping date and method
- Declared value and insurance status
- Detailed description of the issue
Step 3: Upload Supporting Documents
Attach all gathered evidence in clear, readable format:
- Combine multiple screenshots into single PDF files when possible
- Ensure weight records are clearly visible
- Include full invoice details without cropping
Step 4: Submit and Monitor
After submission, you'll receive a confirmation email with your ticket number. BaseTao typically responds within 2-3 business days. Monitor your email for updates or requests for additional information.
Compensation Policy Guidelines
What's Covered
- Full item value (with proper invoice proof)
- International shipping costs
- BaseTao service fees
- Insurance premiums (if insurance was purchased)
Compensation Timeframe
Successful claims are typically processed within 7-10 business days after approval. Compensation is usually issued as BaseTao account credit, though alternative arrangements may be available in certain cases.
Factors That Can Delay Claims
- Incomplete documentation
- Unreadable screenshots or invoices
- Missing weight verification
- Delayed responses to BaseTao inquiries
Tips for Successful Claim Resolution
Take Clear Screenshots
Capture full-screen, high-resolution screenshots that include URL bars and timestamps to verify authenticity.
Organize Your Evidence
Label your files clearly (e.g., "invoice-taobao-order123.pdf") and create a logical filing system for easy reference.
Follow Up Professionally
If no response within 3 business days, send a polite follow-up message including your ticket number and original submission date.
Keep Records
Save all communication with BaseTao support and maintain copies of all submitted documents until your claim is fully resolved.
Final Thoughts
BaseTao's claim process for missing parcels is designed to protect consumers when packages go missing. By thoroughly documenting your case with proper screenshots, weight records, and invoices, you significantly increase your chances of receiving fair compensation. Remember that prompt, complete, and organized submissions are key to expediting your claim resolution through BaseTao support.