Wish Platform Violation Handling and Appeal Guide

As a world-renowned cross-border e-commerce platform, Wish is famous for its huge size and strict rule system. In order to protect the interests of buyers, Wish has strict requirements for sellers, and any violations will be punished accordingly. This article is designed to help sellers understand how to handle policy violations and provides a detailed appeals process.

1. Handling violations

1.1 Violations not handled

All unprocessed violations will be displayed on the “Unprocessed” page under the “Violations” menu in the Wish backend. These violations include but are not limited to infringement of intellectual property rights, excessive refund rates, excessive delayed shipment rates, etc. Click the “View” button to view the details of the violation. Merchants should handle these violations as soon as possible to avoid further penalties.

1.2 Infringement of intellectual property rights

When a merchant’s product is detected to infringe intellectual property rights, the merchant can choose to provide a sales license authorization letter or re-edit the product to remove all infringement-related information. The specific steps are as follows:

• Provide Sales License Authorization Letter: Click “Provide Authorization” to upload the authorization file.
• Edit products: Clear brand information from titles, descriptions, and ensure images do not contain infringing content.

1.3 History

The history page displays the history of all violations, including intellectual property infringement, excessive refund rates, excessive delayed shipment rates, etc. Merchants can view past violation details through this page to improve future operating strategies.

2. Store violation complaint process

2.1 Preparation for appeal

Before making an appeal, the seller needs to analyze in detail the reasons for the closure of the store and prepare relevant evidence. Here are the key points of your appeal:

1. Admit mistakes and be sincere.
2. Explain the problems and reasons for each order ID one by one, and attach a screenshot.
3. Propose improvement measures and use data and percentages to illustrate the improvement effects.
4. Conclude by promising not to make the same mistake again in the future.

2.2 Specific appeal steps

2.2.1 Initiating a complaint

Go to the Wish backend and click “Whether this product has been misjudged as a ‘banned item’ > Initiate an appeal.”

2.2.2 Submit appeal information

Provide the required information, including pictures and invoices, and make sure all required fields are completed. After submitting the appeal form, wait for Wish review (usually takes 5-7 working days).

2.3 Example of appeal template

1. Open with a polite greeting and explain that a violation reminder has been received.
2. Explain the reasons for the violation in detail and be sincere.
3. Propose specific improvement measures to address the problem.
4. Emphasize the store’s past good performance and strive for the platform’s understanding.

3. Customer refund processing

Customers return products for a variety of reasons, such as the product not matching the description, delivery taking too long, etc. Sellers need to carefully check the reasons for refunds and upload corresponding evidence to appeal based on the specific circumstances.

4. Overdue fines

If the fine is overdue for five months, the store’s reputation will be affected and subsequent operations will be affected. The fine may be directly deducted from the store’s funds. If you have any objections, you can appeal to Wish officials.

Through the above steps, sellers can better deal with various violations on the Wish platform, reduce unnecessary losses, and maintain good store operations.