Reference — Claims — Claims & Compensation
File a Claim
Outbound shipment compensation policy. This guide covers what documentation is required for each type of claim and how compensation is processed when BASIC 3PL confirms a warehouse error.
Claims & Compensation
Outbound Shipment Compensation Policy
45-day claim window from outbound date. Compensation processed within 5 business days when warehouse error is confirmed.
45-day claim window. Claims must be submitted within 45 calendar days from the outbound date. Outbound date = Day 0. Claims submitted after this window will not be accepted.
On this page we'll review:
1
No Carrier Scan Claims
Submit one of the following two options — only one document set is required.
Option 1
Buyer complaint email
Screenshot of the buyer's complaint to the seller that the package was not received, requesting refund or reshipment.
Must clearly show:
Must clearly show:
- Proof of complaint
- Order referenced match
Option 2
Refund or reshipment proof
Screenshot proof that the seller has completed a reshipment/refund or initiated a refund request.
Must clearly show:
Must clearly show:
- Address details (address, name, phone)
- Product consistency
2
Parcel Lost Claims
Three items required for a parcel lost claim:
1
Total value of goods claimed.
2
Claimed goods description. Detailed description including but not limited to: product name, brand, model, color, material, composition, weight, dimensions.
3
Proof of sales value. Transaction screenshot with clearly visible: goods description, tracking number, recipient's name and address, and transaction price. Self-generated commercial invoices are not accepted.
File format: JPG, PNG, PDF, JPEG. Maximum 2 attachments, each under 1MB.
3
Item Damaged Claims
Five items required for an item damaged claim:
1
Total value of the damaged goods.
2
Description. Detailed description including: product name, brand, model, color, material, composition, weight, dimensions.
3
Supplier confirmation. Screenshot showing supplier confirmation that the claim is transferable. (JPG/PNG/JPEG, max 2 files, ≤1MB each)
4
Damaged goods photos. Clearly visible damage on the goods. (JPG/PNG/JPEG, max 3 files, ≤1MB each)
5
Proof of sales value. Transaction screenshot with: goods description, tracking number, recipient name and address, and actual price. Self-generated invoices not accepted. (JPG/PNG/JPEG, max 2 files, ≤1MB each)
4
Wrong Item Shipped Claims
Four items required. All files must be JPG, PNG, JPEG, or PDF format — up to 10 files, each ≤5MB.
1
Shipping label photo. Clearly visible order number and tracking number.
2
Item barcode / product barcode photo. Photos of received items with clearly visible item barcode and product barcode.
3
Photos of received parcel and items. Photos of the package and received goods with clearly visible shipping label on parcel, item barcode, and product barcode.
4
Buyer complaint email. Screenshot with clearly visible: tracking number, seller order number, e-commerce transaction ID (e.g., eBay Transaction ID / Item ID).
5
Claim Policy Scope & Exclusions
Covered
Scope of coverage
Claims are accepted when a wrong item is shipped due to warehouse error, including:
- Mixed shipments
- Incorrect items sent to buyer
Not covered
Exclusions
Claims will not be accepted if:
- The buyer/seller fails to provide required supporting documents or claim materials
- The claim is submitted beyond the 45-day window (outbound date = Day 0)
45
Day claim window
Claims must be submitted within 45 calendar days from the outbound date. The outbound date counts as Day 0.
6
Special Notes & Compensation
Process
Investigation
If the buyer/seller is unable to provide a shipping label photo or clear item barcode photos, please contact customer service for investigation.
Compensation
Proactive compensation
If BASIC 3PL confirms a warehouse error, compensation is processed within 5 business days.
Required documentation:
Required documentation:
- Order #: original outbound number
- Photos: parcel and items received
- Proof: screenshot of buyer's complaint
Still need help?
If you didn't find what you needed, send a ticket to the BASIC 3PL team and a Customer Success representative will contact you as soon as possible.