Merchants need to provide good customer service to ensure a good user experience. Merchants can click the “Performance” → “Customer Service Performance” menu to view the customer service performance of the store.
In addition, the “User Service Chart” under the “Performance” column shows the changes in customer service over a period of time.
(1) The refund rate of a store is an important indicator to measure the quality of goods and services provided by merchants to customers. The refund rate refers to the ratio of the number of refunded orders to the total number of orders received in a certain period of time. If this ratio is particularly high, the store will be suspended. A refund rate below 5% is normal.
Wish implements a two-level refund rate policy. Stores with extremely high refund rates will be at risk of being closed, and stores with unacceptably high refund rates will bear the cost of all refunds. Wish will regularly evaluate the merchant’s refund rate performance. If the merchant’s refund rate returns to an acceptable level, the merchant will bear the normal refund responsibility according to Wish’s refund policy. Merchants can click the “Performance” → “Customer Service Performance” menu to view the store’s refund rate level.
(2) The return rate of a store is an important indicator to measure the quality of goods and services provided by merchants to customers. The return rate refers to the ratio of the number of returned orders to the total number of orders received in a certain period of time. If this ratio is particularly high, the store will be suspended. A return rate below 0.5% is normal. Merchants can click the “Performance” → “User Service Performance” menu to view the return rate level of the store.
(3) Wish strictly prohibits merchants from abusing user information and abusive behavior and language against Wish users. Wish has a zero-tolerance attitude towards such behavior.
(4) It is strictly prohibited to require users to bypass Wish payment. If a merchant requires users to pay on a platform other than Wish, their account will be suspended. Merchants can view the payment platforms connected to the Wish platform by clicking the “Account” → “Payment Settings” menu in the upper right corner of the merchant backend.
(5) If a merchant directs users to leave Wish, their account will be suspended. For example, merchants are not allowed to add URLs of other websites in product information.
(6) Wish platform strictly prohibits users from providing personal information. If a merchant requires users to provide payment information, e-mail address or other personal information, their account will be suspended.