In-depth analysis of Wish platform refund rules and dispute handling mechanism
Cross-border e-commerce refunds are an inevitable phenomenon, especially on Wish, a world-renowned e-commerce platform. In order to help sellers better understand the refund rules, this article will introduce the refund policy and dispute handling mechanism of the Wish platform in detail.
Analysis of refund rules on Wish platform
Division of refund obligations
When determining refund obligations, the Wish platform mainly bases on the following three situations:
- Buyer’s Responsibility: When the order has been successfully delivered and the buyer still requests a refund, the buyer will be responsible for the corresponding refund fees.
- Seller Responsibility: The return rate is an important indicator of whether the seller is responsible for refunds. If the return rate is too high, the seller must bear all the refund costs. However, if the return rate can be kept within a certain range, the buyer may need to share some of the costs.
- Platform’s Responsibility: In some special circumstances, such as a disputed refund request, the Wish platform will proactively intervene and assume the refund obligation.
Two-tier refund rate system
To define refund responsibilities more accurately, Wish has introduced a two-level refund rate system:
- When the product refund rate reaches an extremely high level, the product will be forcibly removed from the shelves, and the seller must refund the customer’s money in full.
- For products with high refund rates but not extreme levels, although they will not be immediately removed from the shelves, the seller still has to bear all refund costs. Such products will enter a secondary evaluation process and be reviewed in two stages: first, review orders that have been accurately delivered within the past month; second, review orders with valid delivery information within the past two to three months. For orders without exact delivery records, refund requests are allowed by default after 90 days.
How to check refund details
Sellers can check the refund status of specific products through the following steps:
- Log in to your Wish seller account;
- Enter the “Products” page;
- Select the target product;
- Click on the “Tools” option;
- Select “View product performance” in the pop-up menu.
In this interface, sellers can obtain refund data in the past 30 days and 93 days, making it easy to monitor product performance and adjust strategies in a timely manner.
Dispute Handling Rules
Disputes caused by product problems
If the user applies for a return because the product actually received does not match the description, he or she can complain to the platform by uploading a photo. At this time, sellers should take advantage of the negotiation opportunities provided by Wish to communicate with customers to solve the problem as soon as possible to avoid affecting the store score. When necessary, reshipping should be done to improve user experience.
Reasons for such returns may be inaccurate product descriptions or damage to the goods in transit. Therefore, it is recommended that sellers re-examine the content of the product details page and consider improving packaging materials or choosing more reliable logistics services.
Disputes caused by logistics delays
According to Wish regulations, cross-border merchants must strictly abide by order processing and shipping times. For orders generated on the same day, it is necessary to ensure that the shipment is completed on the same day and the tracking number is submitted to the system. Even if there is insufficient inventory, the tracking number should be submitted on time. In principle, all orders must be issued and returned to the buyer within five working days.
Conclusion
It is crucial for every seller to understand the Wish platform’s refund rules and its dispute handling process. This not only helps sellers effectively prevent potential risks, but also improves their credibility on the platform. By following the above guidelines and proactively responding to various challenges, sellers can ensure the smooth operation of their business while protecting their own interests.
Through the introduction in this article, I believe that all readers have mastered the core knowledge about refunds and dispute handling on the Wish platform. I hope this information can help you on your cross-border e-commerce journey!