A comprehensive guide to handling customer issues on the Wish platform

On the Wish merchant platform, managing customer issues is an important part of sellers’ daily operations. The platform provides a variety of statuses to help sellers identify and handle customer issues, including “Unhandled”, “Responded” and “Closed”.

Classification of customer problems

1. Not processed
   When a customer issue has not been handled by the seller, it is classified as “unhandled”. If there are unsolved issues, the merchant platform will display the number of such issues in the “Customer Issues” drop-down menu. Sellers need to respond to these customer questions within 48 hours, otherwise the Wish platform will intervene and prioritize customer interests. The main information of the order will be displayed in the list of unprocessed issues, allowing sellers to view the details of customer issues.

2. Replied
   The “Responded” status means that the customer’s question has been answered by the seller or Wish customer service staff, but the customer has not yet responded. In this state, the seller cannot reply again and can only wait for further action from the customer. If the customer does not respond, the question will always remain in the “Waiting for Customer Response” status.

3. Close
   “Closed” means that the seller or the Wish platform has responded to and resolved the customer’s problem without any dispute. In this state, customer questions are only for review, and the seller cannot take any action on them.

Common reasons to avoid store closure

Although the Wish platform is relatively friendly, sellers still face the risk of their stores being closed. Here are some common reasons:

• Infringement Issues: Selling infringing products may result in account suspension or closure, so sellers need to abide by the intellectual property policy and avoid uploading any infringing products.
• Product Compliance: Sellers should ensure that the products they upload meet compliance requirements and the use of illegal images and text is prohibited.
• Multi-account association: If multiple accounts are associated, violations of one account may affect other accounts.
• Refund rate issue: A high refund rate will lead to warnings or transaction suspension, and sellers need to work hard to improve the fulfillment rate.
• False authorization certificate: Providing false certificates may result in account suspension. Sellers must ensure the authenticity of all certificates.

Plans to deal with shipment delays

When customers face shipping delays, providing professional appeal templates can help solve the problem. The template should include a description of the problem, confirmed reasons, impact on delays, expected solutions, emphasis on customer experience, provision of compensation measures, etc. to ensure the comprehensiveness and accuracy of the information.

Appeal Process

When facing store closures, sellers should promptly appeal, clearly explain the mistakes and promise to make corrections. Common grounds for appeal include violations of product pricing rules and category setting rules. When appealing, providing real reasons and demonstrating willingness to abide by platform regulations can speed up the store recovery process.

By understanding the key factors of customer problem management and risk avoidance on the Wish platform, sellers can maintain their store operations more efficiently, improve customer experience, avoid potential problems, and ensure the continued development and good reputation of the store.