Detailed explanation of order fulfillment and refund policies for Wish platform merchants

Merchants operating on the Wish platform need to strictly abide by a series of regulations to ensure user experience and maintain market order. Among them, order fulfillment and refund policies are key links to ensure smooth transactions. The following are the specific provisions of the Wish platform regarding order fulfillment and refund responsibilities.

Order Fulfillment

The Wish platform requires that all orders must be fulfilled within 5 days. If the order is not fulfilled within this period, the buyer will be automatically refunded, the relevant product will be removed from the shelves, and the merchant will also face fines. The fine is 20% of sales or $1, whichever is greater. Specifically:

• If the total price set by the merchant plus shipping fee for each product is less than US$100, and the merchant fails to confirm shipment within 168 hours after the order is generated, a fine will be imposed.
• For orders with a total price plus shipping fee greater than or equal to US$100, the same penalty will be imposed if shipment is not confirmed within 336 hours.

If this happens frequently to a merchant, the account may be suspended.

Refund Responsibility

General refund principles

The refund policy on the Wish platform is geared towards protecting consumer rights. When encountering situations such as no tracking information, delayed shipment, size issues, damaged goods, incomplete orders, inconsistent descriptions, low-rated products, counterfeit products, or shipments to the wrong address, the platform will give priority to refunds to users.

Refund liability under certain circumstances

• Return to consignor: If the logistics service provider fails to successfully deliver the product and returns the product to the consignor, the merchant is 100% responsible for the refund.
• Low-rated products: For products with extremely low average ratings, merchants will not only receive a violation notification, but will also be responsible for 100% refunds on all orders, both future and retroactive to the most recent payment of all orders. If product ratings improve, the merchant’s liability will be reduced accordingly.
• Order not delivered: Even if the logistics tracking information shows that the goods have been delivered but the customer claims that the goods have not been received, the merchant is still responsible for a full refund.
• Using a non-approved logistics service provider: If a non-approved logistics service provider is used to deliver an order, the merchant must bear 100% refund responsibility.
• High refund rate: If the store’s overall refund rate is too high, the merchant will be 100% responsible for all refund orders until the refund rate returns to normal.
• Dangerous or illegal products: Products that are considered dangerous or illegal in some countries/regions, merchants are responsible for 100% refund responsibility for their orders in these countries/regions.

Merchant can appeal chargebacks under certain circumstances.

High refund rate product policy

Product refund rate is one of the important indicators to measure customer satisfaction. Extremely high chargeback rates indicate poor product quality or a poor consumer experience. According to Wish’s regulations, products will be evaluated twice a week, based on data within the past 30 days (0-30 days) and data from the previous 63 to 93 days. If a product has a very high refund rate, it will be removed from the store and the merchant will be responsible for all refund costs; while a product with a high refund rate will continue to be sold but the merchant will be responsible for all refunds.

Merchant should regularly review the refund performance of its products and take steps to improve it.

To sum up, the Wish platform protects the rights and interests of consumers through strict order fulfillment and refund policies, and also puts forward clear requirements for merchants to maintain a good market environment. Merchants should pay close attention to relevant policy changes and adjust operating strategies in a timely manner.