Unhandled
“Unhandled” refers to customer issues that have not been handled yet, and is located under the “Customer Issues” menu in the Wish backend.
Click the “View” button under the “Actions” column on the right side of the customer issue to view the details of the customer issue.
The details of the customer issue include the following three contents.
1) Affected Products
Click the “+” on the right side of “Affected Products” to see which products are involved in the customer issue.
Click the drop-down arrow under the “Actions” column on the right side of the affected products to see the two options of “Modify Logistics Order Number” and “Refund”.
Operation Instructions:
?Modify Logistics Order Number: The logistics order number generated by re-mailing the product after reaching an agreement with the customer.
?Refund: The merchant proactively refunds the customer after reaching an agreement with the customer.
2) Order Details
Click the “+” on the right side of “Order Details” to see the details of the order involved in the customer issue.
3) Project
Click the “+” on the right side of “Project” to see the details of the customer’s question. Merchants can respond to the customer’s question on their own or directly choose “Close Customer Question”. Select “Request Wish Support Assistance” and Wish customer service will handle and respond to the customer’s question.
Wish provides quick reply templates for common questions and supports languages of multiple countries. In the language drop-down option on the right, you can choose the language type to reply to the customer. Click the template type on the right (such as “Apology for Delayed Delivery”) to find the reply letter template in the corresponding language type. You can also upload pictures or PDF files as auxiliary evidence.
Notes:
?Currently, Wish allows merchants to reply to customers a limited number of times, generally only once. Therefore, when merchants respond to customer questions, they must deal with customer questions carefully and provide sufficient evidence or solutions that customers can choose.
?Merchants must reply to customer questions waiting for merchants to handle, otherwise it will directly affect the “Average Time to Respond to Customer Questions (Hours)” data in the “Performance” → “User Service Performance” of the Wish backend.
In addition, if the customer problem in the “unprocessed” state does not receive a timely response from the merchant, Wish will automatically assign it to Wish customer service for response and processing according to the problem type and time rules.
After the customer problem is responded to by Wish customer service, there will be no more notifications in the “unprocessed” state. In this case, the merchant may not be aware of the existence of such a customer problem, and the merchant needs to check whether there is a latest customer problem record in “Replied” or “Closed”.
Note:
?Currently, customer problems are mainly handled by Wish customer service, and customer problems that need to be confirmed by merchants will be notified in “unprocessed”.
?Merchants may not be able to see all customer problem notifications in time in “unprocessed”, so they need to check and follow up the latest customer problems in “Replied” and “Closed” in time.
In addition, in the order history, the identification and quick entry of customer problems in the order are also provided. Merchants can also confirm whether there are new customer problems by checking the order history. Go to the “History” panel through “Order” → “History”, and click the Tickets ID in the “Open Tickets” column to quickly find the customer’s problem.