After placing an order on Wish, users expect merchants to fulfill their orders as quickly as possible. In the long run, failure to fulfill orders in a timely manner will lead to a poor shopping experience for users and damage the overall performance of merchants on the Wish trading platform. In order to provide a better user experience and meet user expectations, Wish hereby announces a new order fulfillment policy.
According to the provisions of Delayed Fulfillment Policy 5.5, orders with delayed fulfillment may incur compensation:
For orders with a “merchant price + shipping cost” of less than $100 per item in the order, if more than 168 hours (7 days) pass from the order release to the first scan of the logistics service provider, the order will be considered delayed fulfillment.
For orders with a “merchant price + shipping cost” of more than or equal to $100 per item in the order, if more than 336 hours (14 days) pass from the order release to the first scan of the logistics service provider, the order will be considered delayed fulfillment.
Compensation for delayed fulfillment orders?
For orders that do not meet the following criteria for confirmed fulfillment time, merchants will be subject to a penalty of 20% of the order value (or $1, whichever is greater):
For orders where the “Merchant List Price + Shipping Cost” of each product in the order is less than $100, if the order is not confirmed to be fulfilled within 168 hours of release, merchants will be subject to a penalty.
For orders where the amount (Merchant List Price per product + Shipping Cost per product) is equal to or greater than $100, if the order is not confirmed to be shipped within 336 hours of order release, a penalty will be paid.
Order Amount = Quantity * (Merchant List Price + Shipping Cost).
If the order is confirmed to be delivered by the logistics service provider within X days of release to the merchant, the late confirmation fulfillment penalty for the order will be revoked. “X” varies by country and can be viewed here. However, if the merchant updates the logistics tracking number for any reason, the penalty will not be revoked.
It may take up to 72 hours for a penalty to be reversed after an order has updated its delivery status.
https://merchant.wish.com/policy/fulfillment
Where can I view orders that have been penalized?
Penalties are deducted from the merchant account for each order. You can view penalties on the Account Balance page on the Wish Merchant Dashboard (Account > Account Balance):
Also, merchants can view the payment status of each order on the Orders > History page on the Wish Merchant Dashboard (click the link in the Payment Status column to open a pop-up window as shown below). The Penalties section displays any penalties associated with the Delayed Fulfillment Penalty Policy.
Can I dispute these penalties?
You can dispute penalties through the Tracking Dispute tool, click here for more information. Merchants can submit a tracking dispute from the following locations on the Wish Merchant Dashboard:
Orders > History > Payment Status column
Orders > History > Shipping Details
Orders > History > Actions
After submitting a dispute, the status of the dispute can be viewed in Account > Disputes. When a merchant submits a dispute for delayed fulfillment, the updated information will be displayed on the Tracking Dispute details page:
When a payment appeal is approved by Wish, the payment status of the related order (viewable on the Orders > History page on the Wish Merchant Dashboard) will be as follows, with the Payment Status updated to Cancelled:
How can I view my store’s delayed fulfillment rate?
The delayed fulfillment rate is calculated by dividing the number of delayed fulfillment orders for the week by the number of orders with valid tracking numbers. To view your store’s late confirmed fulfillment rate, visit this page.
How can I reduce my late confirmed fulfillment rate?
Ship orders as quickly as possible. Providing customers with up-to-date tracking information for their orders is critical to customer satisfaction.
Use a carrier that provides valid tracking numbers and confirms fulfillment quickly. You can view the performance of each carrier here.
Make sure you enter the correct tracking number for your order. Orders with incorrect tracking numbers will not be confirmed for fulfillment. For information on how to correct your tracking number, click here.
If you need help analyzing your own fulfillment performance or selecting a carrier, please contact your account manager.
Can I still modify tracking information for orders that have incurred late confirmed fulfillment penalties?
You can modify tracking information as many times (if necessary) as you like within 30 calendar days after the order is released, as long as the order has not been confirmed for fulfillment, regardless of whether or not a shipping-related penalty has been incurred. Once an order is confirmed for fulfillment, the tracking information cannot be modified.
Please note that even if the order has not been confirmed to be fulfilled, if the order has been released for more than 30 calendar days, the merchant can no longer modify its logistics tracking information.
Where can I view the orders that have been punished with compensation?
To view all compensations, please click this link. You can filter order compensations on this page.
You can also view the compensations imposed for false logistics tracking information directly here.
Article content source: wish merchant official website