Detailed explanation of Wish platform after-sales service and Wish Express assessment standards

The Wish platform not only pays attention to the quality of products, but also has strict assessment standards for the after-sales service of stores. In order to help sellers improve their after-sales service levels, this article will introduce in detail the after-sales service assessment points of the Wish platform and the relevant assessment indicators of Wish Express.

After-sales service quality assessment points

Delivery speed

Delivery speed is one of the important indicators for evaluating stores on the Wish platform and occupies a large weight. Once the buyer’s order is received, the seller needs to upload the order number within two days and ensure delivery within fourteen days. In addition, the system will track the time when the seller uploads the order number, and requires that the order number can be checked online within three days.

Order delivery time

The delivery time of orders directly affects users’ shopping satisfaction and the store’s after-sales service evaluation. Sellers should shorten this time as much as possible to improve user experience.

Out-of-stock refund rate

In order to avoid refunds due to out-of-stock products, sellers should avoid listing out-of-stock products for sale. This helps improve order fulfillment rates and the overall shopping experience for users.

System chargeback rate and customer complaint rate

The Wish platform will also assess the seller’s system chargeback rate and customer complaint rate. In order to reduce these negative feedbacks, sellers need to respond to and handle user complaints within 24 hours, and strive to increase the praise rate while reducing the complaint rate.

Speed ​​and quality of complaint handling

Good after-sales service can not only enhance interaction with users, but also promote word-of-mouth spread among old customers, thus attracting more new customers. Therefore, sellers must pay attention to the efficiency and effectiveness of complaint handling and solve problems encountered by buyers in a timely manner.

Wish Express Assessment Criteria

Wish Express is a service solution designed to improve logistics efficiency. It allows merchants to speed up the delivery of goods by setting up overseas warehouses. In order to ensure the service quality of Wish Express, the platform has set two main assessment indicators:

• Delayed arrival rate: Refers to the proportion of Wish Express orders that failed to be delivered within the specified time, divided into “product delayed arrival rate” and “store delayed arrival rate”.

  • Product delay arrival rate = the number of orders for a Wish Express product that was not delivered on time within a week ÷ the total number of orders for the Wish Express product during this period.
  • Store delayed arrival rate = number of Wish Express orders from the store that were not delivered on time within a week ÷ total number of Wish Express orders from the store during this period.

• Pre-fulfillment cancellation rate: Measures the proportion of merchants actively canceling orders, which is also divided into “product pre-fulfillment cancellation rate” and “store pre-fulfillment cancellation rate”.

  • Product pre-fulfillment cancellation rate = the number of orders for a Wish Express product proactively canceled by the merchant within a week ÷ the total number of orders for the Wish Express product during this period.
  • Store pre-fulfillment cancellation rate = the number of Wish Express orders in the store actively canceled by the merchant within a week ÷ the total number of Wish Express orders in the store during this period.

To sum up, whether it is to improve the quality of after-sales service or meet Wish Express’s assessment requirements, sellers need to invest enough energy in managing and optimizing relevant processes to ensure that they can continue to provide a high-quality service experience.