Wish Platform Chargeback Appeal Guide: Strategies for Dealing with Malicious Chargebacks and High Chargeback Rates

For sellers on the Wish platform, refunds not only affect the operation of the store, but may also cause the store to be blocked due to excessive refund rates. This article will provide sellers with a detailed guide based on malicious chargeback appeals, common types of chargebacks, and the appeal process.

1. Handling and appeals of malicious refunds

Sellers should not swallow their anger when faced with malicious chargebacks. When an order is refunded, the seller should first check the order information to confirm the refund status. If it is in the “to be paid” status, the platform will bear the refund costs; otherwise, the communication records with the buyer and the reasons for the refund need to be analyzed. If the refund is determined to be malicious, the seller can explain the situation to the platform by writing an appeal email. The appeal email must clearly list the platform’s refund policy, point out the buyer’s inappropriate behavior, and attach relevant evidence to increase the success rate of the appeal. In addition, sellers can also report fraud through the “Not eligible for payment” option in the order record to simplify the appeal process. After the appeal is successful, the refund amount will be returned to the seller’s account; if it fails, you will be responsible for the refund and can appeal again based on new evidence.

2. Appeal steps for low order quantity refunds

For refunds that occur when the order quantity is small, sellers should follow the following steps to appeal:

1. Enter the order history page and find the order that needs to be appealed. Note that refunds in the “to be paid” status do not need to be appealed and will be borne by the platform; refunds in the “not eligible for payment” status need to be appealed.
2. Click “not eligible for payment” to view the refund details, and click “Send Appeal” to enter the appeal page.
3. Submit relevant evidence, such as logistics delays, product description discrepancies, etc. Submit corresponding materials according to different reasons.

3. High refund rate appeal template

If a store is at risk of closure due to high refund rates, sellers can refer to the following appeal template:

1. Open with a greeting and indicate that the platform notification has been received.
2. Explain the reasons for the violation, such as natural disasters, warehouse relocation, etc.
3. List specific improvement measures, such as selecting high-quality logistics providers, strengthening quality control, etc.
4. Emphasis on the store’s strengths and request the platform to provide opportunities for correction.

During the appeal process, avoid directly applying templates and adjust the content according to the actual situation to show sincerity.

4. Common types of refund appeals

• Product reason: If the description does not match or is damaged during transportation, you need to communicate with the buyer to resolve the issue;
• Buyer’s reason: If you purchase by mistake, you can appeal directly;
• Logistics reasons: The delivery time is too long or the logistics provider made a mistake, so we need to change channels to optimize services.

Conclusion

Reducing refund rates is critical to maintaining good store operations. Sellers should start from aspects such as product quality and logistics timeliness to improve customer satisfaction and reduce unnecessary disputes. When encountering malicious chargebacks or high chargeback rates, actively preparing sufficient evidence and adopting appropriate appeal strategies can help recover losses and protect your own rights and interests.