“Replied” refers to customer questions that have been replied, including those replied by Wish customer service and those replied by merchants themselves, which are located under the “Customer Questions” → “Replied” menu in the Wish backend.
Click the sort button to the right of “Creation Date” or “Latest Update Date” to view the latest customer questions.
There is a “Tag” column in the customer question panel, which reasonably classifies all customer questions in the form of tags, providing convenience for merchants to handle customer questions.
Classifying customer questions with tags is actually a summary of common customer questions. During the operation of Wish, merchants can make targeted optimization adjustments according to the types of customer questions that are more common.
Click the “View” button under the “Action” column on the right side of the customer question to view the details of the customer question.
The details of the customer questions here are roughly the same as those in the previous “Unhandled” status, so I will not repeat them here. It should be noted that customer questions in the “Replied” status have been replied by merchants or Wish customer service, and merchants cannot reply again and can only wait for customers to respond. If the customer does not respond, the customer issue will remain in the “waiting for user response” status.
Closed
“Closed” means that the customer issue has been responded to and there is no undisputed customer issue that can be closed, including customer issues that have been responded to by Wish customer service and those responded to by the merchant themselves. It is located under the “Customer Issues” → “Closed” menu in the Wish backend.
Customer issue records in the “Closed” status are only used to find and view the details of customer issues. No other operations can be performed. The usage method is basically the same as the “Replied” status, so I will not repeat it here.
Note:
The sum of the number of customer issues in the three states of “Unprocessed”, “Closed” and “Replied” is the total number of customer issues.