Detailed explanation of customer service rules and evaluation standards for Wish platform sellers

Since its establishment in December 2011, the Wish platform has rapidly emerged in China’s cross-border B2C market with its unique intelligent push technology and precise marketing strategies, becoming an e-commerce platform focusing on mobile terminals. The advantage of the Wish platform lies in its simple and direct style. It uses technical algorithms to seamlessly connect consumers with the products they want to buy, thereby achieving low barriers to entry, high traffic introduction, high transaction rates and far superior performance to traditional e-commerce platforms. profit margin. The Wish platform emphasizes competitive differentiation from the PC side, so that sellers do not need to lower product prices to win the market.

Basic Rules for Customer Service

The Wish platform requires sellers to sell goods that they create, produce, or have obtained legal sales rights. The platform encourages direct contact between sellers and customers to facilitate better transaction communication and services. However, all shipping, payment, refund, and exchange policies established by sellers must not conflict with the regulations of the Wish platform.

Once a buyer places an order, he or she may request details of the order, modify the address, cancel the product, change the size or color, inquire about the order status, inquire about the delivery time or tracking link, or report problems with the arriving product (such as damage or missing). Raise questions or requests. Regarding these issues, the Wish platform expects sellers to respond to customer needs in a timely and effective manner through its built-in ticket system.

Seller customer service capability evaluation system

In order to ensure a high-quality user experience, the Wish platform has set strict evaluation standards for sellers’ service capabilities and conducts regular reviews. Those who meet the standards will have the opportunity to become an “integrity store” and enjoy higher exposure and customer trust. The main assessment indicators of honest stores include but are not limited to: effective tracking rate ≥ 95%, delayed shipment rate ≤ 10%, 30-day average score ≥ 4 points, 63-93 day average refund rate ≤ 10%, counterfeit rate ≤ 0.5%.

Key evaluation dimensions

1. Delivery speed: The Wish platform attaches great importance to delivery efficiency, requiring sellers to upload order numbers within 2 days, enable customers to track order status online within 3 days, and strive to complete delivery tasks within 14 days.

2. Order fulfillment rate: This is the out-of-stock refund rate, which reflects the seller’s ability to manage inventory and customer satisfaction.

3. Invoice processing speed and complaint rate: It is recommended that sellers resolve problems submitted by customers through the invoice system as soon as possible, ideally within 48 hours.

4. Product Feedback: Although relatively low in importance, responding positively to negative reviews can help improve your brand image.

5. Order Cancellations: In particular, cancellation requests initiated by the system or customers reflect the seller’s effectiveness in preventing fraud.

Through the above measures, the Wish platform not only enhances its core competitiveness as a cross-border e-commerce platform, but also provides a safer and more convenient shopping environment for global consumers. For sellers, complying with these rules not only helps maintain good business reputation, but also further enhances user stickiness and promotes business growth.