(1) If an order is cancelled or refunded before it is shipped, the merchant will not be paid.
(2) If a merchant refunds an order, the merchant will not be paid for the order.
(3) For orders that lack valid or accurate tracking information (including orders with invalid or inaccurate tracking information, etc.), the merchant shall bear all refund responsibilities, that is, the merchant must bear all refund costs for the order. The following are examples of such refund responsibilities.
Example 1: Missing logistics tracking information
The order was placed on February 1st, and the estimated arrival time was 14-20 days.
The merchant marked the order as shipped on February 16th, but did not upload the logistics tracking number.
On February 22nd, the user refunded the order on the grounds of “not receiving the goods”, and the merchant shall bear all refund responsibilities for the order.
Example 2: Invalid logistics tracking information
The order was placed on March 2nd, and the estimated arrival time was 12-15 days.
The merchant marked the order as shipped on March 3, but the system could not track the logistics information of the order. On March 20, the user requested a refund on the grounds that the goods were not received. The merchant shall bear all the refund responsibility for the order.
(4) If the order confirmation fulfillment time (see Section 4.15) is more than 10 days after the order was generated, the merchant shall be 100% responsible for the refund of the order.
(5) For orders with excessive delivery delays, the merchant shall be responsible for 100% of the refund. The delivery and delivery time of the package varies from region to region. If the delivery time of an order to a country/region exceeds the longest delivery time of that country/region and is still not confirmed to be delivered, the merchant shall bear 100% of the refund costs for the resulting refund.
*Wish reserves the right to modify this data at any time.
(6) If the user requests a refund due to size issues, the merchant shall bear all refund costs.
(7) If the merchant engages in fraudulent activity or evades revenue sharing, the merchant will be responsible for the full refund cost of the fraudulent order.
(8) If a refund is required due to damaged goods upon delivery, the merchant will be responsible for the full refund cost.
(9) If a refund is required due to the product not being as described, the merchant will be responsible for the full refund cost. Product images should accurately describe the product being sold. Inconsistencies between product images and product descriptions will result in a refund based on the product not being as listed.
(10) For refunds made during the period of suspension of the merchant account, the merchant will be responsible for the full refund cost.
(11) For products with extremely high refund rates, the merchant will be responsible for all refunds in any case. Each product with an extremely high return rate will receive a violation warning, and from the time the violation warning is received, the merchant will be responsible for all orders for that product, and the refund will be deducted from the last payment.
The refund rate is the ratio of the number of refunded orders to the total number of orders in a certain period of time. An acceptable refund rate is less than 5%. Wish implements a two-level refund rate policy for products. Each product will be evaluated once a week, and the orders of the product in the past 0-30 days and 63-93 days will be used as the standard for evaluation. The evaluation results are divided into extremely high refund rate products and high refund rate products. Merchants need to bear all refund responsibilities for orders of extremely high refund rate products and high refund rate products. Extremely high refund rate products will be removed by Wish, and the payment for the product will be temporarily withheld; high refund rate products that are not removed by Wish will not be removed from the shelves, but will be re-evaluated regularly. If the product maintains a low refund rate, the merchant will no longer bear the full payment responsibility for the product due to this policy.
The following is an example of a two-level refund rate for a product:
?Product A has generated two orders in the past 63-93 days, and the refund rate of this product is 50%. Product A is neither an extremely high refund rate product nor a high refund rate product, because the order volume of product A is low and will not be affected by this policy.
?Product B has generated 60 orders in the past 63-93 days, and the refund rate is 40%. Product B is determined to be a product with an extremely high refund rate and will be removed from Wish.
?Product C has generated 60 orders in the past 63-93 days, and the refund rate of this product is 23%. Product C is determined to be a product with a high refund rate and will not be removed from the shelves. At the same time, Product C has been re-evaluated. In the past 0-30 days, Product C has generated 15 orders with a refund rate of 15%. Product C is still a product with a high refund rate, and the merchant needs to bear all refund responsibilities for all refunds of this product.
?Product D has generated 70 orders in the past 63-93 days, and the refund rate of this product is 24%. Product D is determined to be a product with a high refund rate and will not be removed from the shelves. At the same time, Product D has been re-evaluated. In the past 0-30 days, Product D has generated 60 orders with a refund rate of 12%. This product will return to normal.
? Product E has generated 70 orders in the past 63-93 days, and the return rate of daily products is 24%. Product E is determined to be a high refund rate product and will not be removed from the shelves. At the same time, product E is re-evaluated. In the past 0-30 days, product E has generated 60 orders and the refund rate is 35%. This product will be determined as an extremely high refund product and will be permanently removed from Wish.
(12) For products that are determined to be illegal products, merchants will be responsible for 100% refunds. Products that infringe intellectual property rights will be directly removed, and merchants will also be responsible for 100% of the relevant refunds.
(13) If a refund is generated due to the delivery of goods to the wrong address, the merchant will be responsible for 100% of the refund. (14) If a refund is generated due to incomplete delivery of an order, the merchant will be responsible for 100% of the refund. An incomplete order means that the merchant did not deliver the correct number of products or did not deliver all the parts of the product.
(15) For packages that are returned to the shipper, the merchant will be responsible for all refunds generated. If delivery fails and the logistics provider returns the item to the sender, the merchant will be responsible for 100% of the refund.
The following are general reasons why a package may be returned to the sender:
? The delivery address does not exist or is incorrect.
? Insufficient postage.
? The recipient has moved away from the delivery address entered but has not updated the delivery address.
? The package was refused.
(16) Low-rated products will bring a bad user experience to users, and merchants are required to be responsible for all refunds for low-rated products. Merchants will receive a corresponding violation notice for each product with an extremely low average rating. Merchants are fully responsible for refund fees for all future orders of this product and retroactive to the last payment. Based on the average rating, the product may be removed from Wish. Products with low average ratings that are not removed will be re-evaluated regularly. If it is found that a product has a low rating that is no longer unacceptable, then merchants will no longer be required to be 100% responsible for refunds under this policy.
Wish implements a two-level low rating policy for products. Product ratings will be evaluated on a weekly basis. An average rating of less than 3 points is considered unacceptable, and an average rating of more than 4 points is considered good. The best product rating on the platform is close to 5 points. If a product’s average rating is unacceptable, the merchant will be responsible for all refunds generated by the product until the product is re-evaluated. If the result of the re-evaluation is improved, the product will no longer be affected by this policy. If a product’s average rating is extremely low, the product will be automatically removed from the shelves, and the merchant will be responsible for all refunds generated by the product, and the product will not be re-evaluated.
The following is an example of a two-level low rating policy.
Example 1:
From May 1st to May 7th, product A received 20 product ratings with an average rating of 19 points.
From May 7th to May 14th, product A generated 12 refunds, and the merchant needs to bear all refund responsibilities for these 12 refunds.
Example 2:
From May 1st to May 7th, Product B received 25 product ratings with an average rating of 4.5 points.
From May 7th to May 14th, Product B generated 10 refunds. The responsibility for these 10 refund orders will be defined according to Wish Basic Policy.
Example 3:
From June 1st to June 7th, Product C received 20 product ratings with an average rating of 1.65 points.
From June 7th to June 14th, Product C generated 12 refunds. Merchants need to bear all refund responsibilities for these 12 refunds.
From June 7th to June 14th, Product C was re-rated with an average rating of 221 points.
Responsible.
From June 14th to June 21st, Product C was re-rated with an average rating of 3.12 points.
Responsible.
From June 14th to June 21st, Product C was re-rated with an average rating of 3.12 points.
From June 21st to June 28th, all refund order responsibilities will be defined according to Wish Basic Policy.
Example 4:
From June 1st to June 7th, product D received 10 product ratings with an average rating of 1.65 points.
From June 7th to June 14th, product D generated 12 refunds, and the merchant needs to bear all refund responsibilities for these 12 refunds.
From June 7th to June 14th, product D was re-rated with an average rating of 1.5 points.
Responsible. The merchant needs to bear all refund responsibilities for these 20 refunds.
From June 14th to June 21st, product D was re-rated with an average rating of 1.25 points.
Product D will be automatically removed from the shelves by the system.
(17) For any order where the customer does not receive the product, the merchant will bear 100% of the refund fee. If the package tracking record shows that the package was delivered, but the customer did not receive it, the merchant will bear 100% of the refund fee.
(18) If the merchant ships the order through a non-Wish approved delivery partner, the merchant must bear all refund responsibilities.
(19) If the merchant’s store has an unacceptably high refund rate, Wish will be 100% responsible for refunds for all future orders. When your store’s refund rate is optimized and no longer has an unacceptably high refund rate, the merchant will bear normal refund responsibilities.