As a world-renowned cross-border e-commerce platform, Wish has a huge daily order volume. Returns and refunds are very common. When a refund application appears, don’t panic. Just handle it according to the platform’s rules and regulations. Today we are going to talk about the reasons why Wish sellers take the initiative to refund.
The reasons why Wish sellers take the initiative to refund are:
1. Poor product quality.
If the buyer finds that the goods do not match the description after payment and asks for a refund, the platform stipulates that the seller needs to bear all responsibilities and make an unconditional refund. Whether the description does not match the actual product, such as when it is marked as a women’s dress on the shelf, the actual product received is a women’s coat, etc.; or the color, style and other requirements of the product are clearly stated in the description, but the actual product received does not meet these requirements, it is considered that the product description does not match. The seller needs to take responsibility for these problems and refund the buyer.
2. Poor logistics service.
For various problems that arise during the delivery of an order, especially refund requests due to delayed delivery time, damaged product packaging, incorrect delivery of the package, or delivery to the wrong address, the seller is responsible for 100% of the refund. Therefore, the seller should process the order on the same day as much as possible to ensure timely delivery. Choose packaging boxes of appropriate size and material, and use sufficient padding to protect the product to reduce the risk of damage during delivery. Choose a reliable and Wish-approved logistics provider to ensure reliable delivery service.
Another common situation for sellers is malicious return refunds.
When this happens, first of all, carefully understand the specific reasons why the buyer requested a return. Communicate with the buyer to ensure that you understand their problem.
If there is sufficient evidence that the return is malicious, that is, a violation of the return policy or obvious fraud, the seller should file a complaint with the platform in a timely manner.
Submit complaint materials about malicious returns, including evidence and detailed descriptions of the situation, through the platform’s complaint channel or customer service department.
Sellers should keep all communication records, order information and other evidence supporting their rights and interests related to returns. These evidences will help support the seller’s appeal.
Sellers should appeal to the platform as soon as possible so that they can be processed and supported in a timely manner. Do not delay the appeal process to avoid providing more opportunities for malicious buyers.
Understand the platform’s policy on fraudulent returns and follow the platform’s guidance and requirements.
If the platform’s solution does not meet the seller’s requirements or causes significant losses, the seller may consider seeking professional legal advice to protect their rights and interests.
When sellers encounter malicious returns, they must resolutely safeguard their rights and interests and actively cooperate with the platform to seek solutions. This can protect the legitimate interests of sellers and reduce the negative impact of malicious returns on the entire platform.
If it is due to product quality or logistics reasons, Wish sellers can take the initiative to refund, but if it is the buyer’s own reason, then the seller can directly refuse the application for return and refund. When after-sales orders appear, the seller is just about to deal with the problem according to its reasons.