Practice Objectives
Ability Objectives
Be able to handle platform suspension appeals
Be able to handle the relationship between customers and Wish
Knowledge Objectives
Master the format and writing requirements of English letters for platform appeals
Master the format and writing requirements of English letters for communicating with customers
Master the skills and techniques of relationship management
Operational Tasks
Task 1: Zhang Yue, an operations specialist of Hangzhou Yuanchuang E-commerce Co., Ltd., received a notice from the Wish system regarding a customer order refund. Please properly handle the relationship between the customer and Wish based on the actual refund reason.
Task 2: Zhang Yue, an operations specialist of Hangzhou Yuanchuang E-commerce Co., Ltd., received a letter from the Wish account manager informing him that Zhang Yue’s Wish merchant account has been suspended. Please write a letter of appeal for him to unfreeze the suspended store.
Operation Guide
1. Properly handle the relationship between customers and Wish based on the actual refund reason
(1) Check the refund notice in the system information.
(2) Check “Customer Issues” on the order details page.
(3) Understand the reasons why the customer wants a refund. Check the customer issue feedback page.
The reasons why customers want a refund are usually the following:
① The goods themselves do not meet the customer’s requirements, such as color, size, quality, etc.
② The goods have not been received, such as the buyer regrets after purchase; the product is shown as delivered, but the buyer has not received the goods; the shipping time is too long and the buyer needs to cancel the order; malicious refund.
(4) Take appropriate measures according to the actual situation.
The first case: do not appeal to the Wish platform and accept the refund.
Analysis: The buyer applies for a refund, the merchant checks the refund reason, and if what the buyer said is true, agree to Wish’s refund, do not appeal, and do not take any action. The Wish backend automatically handles the refund process.
The second case: do not accept the refund and appeal to the Wish platform.
① If the buyer makes a refund maliciously, the merchant will review the customer’s problem and, if there is any doubt, file an appeal. Return to the “Refund Details” page and click “Initiate Appeal”.
② Submit an appeal.
③ Check one of the “Customer Problem Indicates”, such as “The user failed to submit evidence”.
④ Fill in “Additional Information” and upload a screenshot file.
2. Handle platform account suspension appeal
(1) Don’t be anxious when you receive a letter from the Wish account manager. Open the Wish backend to find out the reason for the suspension.
(2) After understanding the reason, determine the steps to write an appeal letter. The appeal letter is divided into three parts: the first part admits the mistake, the second part states the remedial measures, and the third part pleads for the return of the account.
Case 1: The seller’s account was suspended by the Wish platform due to a high refund rate. The seller appealed to the Wish platform.
Dear Seller Support,
We are really sorry for the high refund ratio right now.
We check all the orders that be refunded and find that almost all the orders had been refunded for the long shipping time. It is known that we offer all the orders with tracking numbers and hope to offer customers a better shipping service, resulting in that the shipping time had been delayed.
Based on the situation, we will change the shipping services and use “Wish Express”nextyear. Also in order to show our sincerity, our company plans to list the product with our USA brand next year. And we will set up a dedicated team for Wish to offer customer a best service.
Please help us re-activate our account. We really want to work with Wish! Thanks for your help.
Yours,
XXX
Case 2: The seller’s account was blocked on Wish platform due to product quality and slow logistics, and the seller appealed to the Wish platform.
Dear Seller Support,
I feel shocked and really sorry about this, we always provide best products and service for customers. We are so contributed on the products and didn’t notice the vender is irresponsible for his products that is why now we face this situation.
We have changed the vender and promise we will never make this happen again.
Now we have the best vendors and the best products also we are planning to use Wish Express to make sure we can provide the fastest and safe express service to customers.
We have completed plenty of orders on Wish. I think customers also feel good to use it.
Most of our products were designed and developed by ourselves, we have the best price and they are unique on Wish.
I believe we will both have a nice experiment by cooperating with each other. Hope you cangive us a chance to prove ourselves.
Thank you very much.
Best Regards,
Yours,
XXX
Analysis: If the refund rate is too high, you can reopen the store by appealing.
Key points to be stated when writing an appeal letter:
(1) Recognize your own problems.
(2) Explain the reasons for the high refund rate.
(3) Ways to reduce the refund rate.
Several key points for a successful appeal:
(1) First, analyze the reasons for the store closure in detail.
(2) Verify the reasons for the store closure one by one.
(3) When appealing, first admit your mistakes, and then propose solutions for various reasons.
(4) Explain your problems and reasons for each order one by one, and attach screenshots.
(5) Explain your company’s development goals on the Wish platform and will be more proactive in following the platform’s policies, for example, increase investment in WE (Wish Express, Wish Overseas Warehouse), FBW (Fulfillment By Wish, Wish Overseas Warehouse), and PB.
(6) In the conclusion, try to indicate that such errors will not occur in the future and hope that the store can be unblocked.
As long as the above points are done well, most stores can appeal back with a high probability!
Knowledge link
1. List of situations where Wish accounts are suspended or permanently closed
(1) Selling counterfeit or infringing products. Avoidance measures are as follows:
① Avoid uploading any products that infringe on intellectual property rights.
② Remove all related product images, titles, and descriptions that contain unauthorized infringing content.
③ Take violations seriously and never infringe on intellectual property rights again.
④ Maintain a low counterfeit rate.
(2) Failure to comply with the confirmation delivery policy.
(3) Selling prohibited items on Wish.
(4) Asking for personal information.
(5) Asking customers to remit money.
(6) Providing inappropriate customer service.
(7) Deceiving users.
(8) Asking users to visit stores other than Wish.
(9) Violating Wish merchant policies.
(10) Associated accounts are suspended.
(11) High refund rates.
(12) Duplicate account registrations.
(13) Stores are sending empty packages to users.
(14) Using false tracking numbers.
(15) Sending packages to the wrong address.
(16) High rates of delayed shipments.
(17) Using unverifiable tracking numbers.
2. How to reduce the cost of returns
Generally speaking, sellers need to provide return services in the following three situations.
(1) The buyer refuses to sign for the returned goods.
(2) The buyer is dissatisfied with the package and needs to return or exchange the goods.
(3) The seller has set up a return or exchange service to improve customer experience.
Due to the high cost of cross-border shipping, domestic logistics shipping is much cheaper and faster than international shipping. Therefore, for sellers, it is best to return the goods that buyers need to return to overseas warehousing as much as possible, and choose a cross-border e-commerce platform with a mature overseas warehousing system.
(1) The buyer refuses to sign for the returned goods.
(2) The buyer is dissatisfied with the package and needs to return or exchange the goods.
(3) The seller has set up a return or exchange service to improve customer experience.
Due to the high cost of cross-border shipping, domestic logistics shipping is much cheaper and faster than international shipping. Therefore, for sellers, it is best to return the goods that buyers need to return to overseas warehousing as much as possible, and choose a cross-border e-commerce platform with a mature overseas warehousing system.
For these returned goods, sellers can choose to directly store them for secondary sales, or take photos of the returned goods for confirmation, and then decide whether to store them for resale. If the returned goods do have quality problems, high-value items can be returned to China for repair and then resold, and low-value items can be directly abandoned.
Professional Terms
Account Manager
Brand University
Awaiting Users
Customer Returns
Contact
Contact Support
Documentation
FAQ (frequently asked question)
Knowledge Base
Infractions
Resubmit for Counterfeit Review
Operation Practice
Assuming that the account is suspended due to a refund due to product quality issues, please write a complaint letter to the platform based on this situation.