Wish appeals include refund appeals and violation appeals. Refund appeals are used when there is an objection to the refund processing of a shipped order, and violation appeals are mainly for situations such as product infringement and store suspension.
(1) Refund appeal
In the order history, find the order that needs to be appealed. The payment status of the refund order is “not eligible for payment”. Click the “noteligible for payment” link. In the pop-up dialog box, the seller can understand the refund reason, order amount and other information. The “Refund Reason” is “Iem did not arrive on time”. If the seller has an objection to this time, click the “Submit Appeal” button to enter the appeal process. On the page that jumps to, select the checkbox for the corresponding information and proceed to the next step.
For appeals for orders with different refund reasons, you need to provide corresponding evidence. The refund reason for this example order is that the goods did not arrive on time, so in the expanded information, you can fill in the delivery address, logistics tracking related information and additional details related to this dispute according to the information at the time of shipment, and provide relevant logistics screenshots.
Other common refund reasons include size discrepancy, package damage during logistics transportation, user complaints about wrong product delivery, etc. The appeal process for different refund reasons is basically the same, but the information submitted is slightly different. Sellers need to submit it truthfully according to the actual situation.
(2) Violation appeal
Violation appeals are mainly for product infringement, store policy violation and suspension, etc. If there are violation records in the store, you can view the unprocessed violation information through the “Violation-Unprocessed” menu, and view all violation records through the “Violation-History” menu. Violation appeals mainly include infringement appeals and account suspension appeals.
① Infringement appeal
Wish has very strict control over infringing products. Any products suspected of infringement are not allowed to be sold on the platform. For products that are judged as infringing by the Wish platform, if the seller has any objections, they can find the corresponding violation record through the “Violation-Intellectual Property” menu and click the “View” button to view it.
The seller will be punished for violation if Wish finds that the seller’s product is suspected of infringement. If the seller has legal sales authorization, he can appeal. If the appeal is successful, the violation will be revoked.
If the seller does not have the legal sales authorization for the product, check the other products in the store again and make sure that the seller has only listed products with legal sales authorization. In order to appeal the counterfeit violation, collect all the required materials for each product. When all the supporting materials are collected, click the “Provide authorization” button at the bottom of the violation details page.
Select a created brand authorization or upload a new brand authorization. Click to learn how to add a new brand authorization. Finally, click the “Submit” button to complete the submission of the appeal.
②Account suspension appeal
Any serious violation of Wish’s policies may result in the risk of account suspension.
You can click the “View Details” button to understand the specific reasons for the account suspension. Wish will provide some details of the illegal orders as a basis. If the seller has objections to the handling result, or has taken corresponding corrective measures, he can appeal according to the requirements of Wish customer service at the bottom of the page.