Merchant Policies
As a merchant on Wish, you are required to follow these policies.

Policy Overview
Last updated on July 16, 2020
Our policies help build and maintain customer trust in Wish’s international marketplace, so we can continually connect your products with customers worldwide. If you follow these policies, your store can participate in various programs offered on Wish.
1
Merchants provide Wish truthful and accurate information at all times
Merchants provide Wish truthful and accurate information at all times Merchants are expected to be truthful and accurate when entering information into the Wish platform. Product listings should be truthful and accurate, this includes but not limited to images, inventory, pricing. Product images should depict the product being sold accurately. The product description should not include conditions that are different from the product image.
2
Merchants should ensure orders are delivered to the customer as fast as possible
Customers expect to get what they ordered promptly. Merchants should ensure the customers receive what they ordered as quickly as possible.

Accomplish this by:
Fulfilling orders quickly.
Using reliable and efficient shipping methods.
1Registration
Last updated on July 16, 2020
1.1
Information provided at registration must be true and correct
If the information about an account provided during registration is inaccurate, the account risks suspension.
1.2
Each entity may have one account only
If any company or person has multiple accounts all accounts risk suspension.
1.3
ERP Partners and Private API are subject to Partner Terms of Service
ERP Partners and Private API merchants that are used on Wish are subject to the Wish API Terms of Service.
1.4
Merchants must properly safeguard customer data
Failing to properly safeguard personal customer information and data may result in higher penalties, suspension, and/or termination.

Examples of improper safeguarding of customer information and data include, but are not limited to:
Improperly exposing names and addresses of customers to outside parties
Posting API tokens publicly
Sharing passwords to accounts
View archived Registration policies
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2Listing Products
Last updated on July 16, 2020
2.1
Information provided during product upload must be accurate
If a merchant provides inaccurate information about the product they are listing, the product could be removed and the account could face penalties or suspension.
2.2
Counterfeit products are strictly prohibited on Wish
Listing counterfeit products on Wish is not tolerated. If a merchant lists counterfeit products for sale, the products will be removed and their account will face penalties and possible suspension.
2.3
Products and listings may not infringe on the intellectual property of others
Products and listings may not infringe on the intellectual property of others. This includes, but is not limited to: copyright, trademarks, and patents. Merchants are responsible for ensuring that their products and listings do not infringe and are encouraged to do an IP clearance check before listing products. If a merchant repeatedly lists products that infringe on others’ intellectual property, the products will be removed and their account will face possible penalties of $500.00* or more and/or suspension.

If a merchant continues to repeatedly infringe on the intellectual property rights of others, their account is at risk of higher penalties, suspension and/or termination.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

2.4
Product listings may not refer customers off of Wish
If a merchant lists a product which encourages customers to leave Wish or contact a store outside of Wish, the product will be removed and the account risks suspension.
2.5
Listing duplicate products is prohibited
Listing the same product multiple times is prohibited. Products of the same size should be listed as one product. Duplicate products should not be uploaded. If a merchant uploads duplicate products the products will be removed and the account risks suspension.
2.6
Modifying a product listing from its original product to a new product is forbidden
If a merchant changes a product listing into a new product, the product will be removed, the account will be penalized up to $20.00*, and the account will be at risk of suspension.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

2.7
Prohibited product listings will be penalized
As a merchant on Wish you are responsible for ensuring the legal compliance of your products in the regions you ship to and ship from. If a product listing is detected to not comply with Wish’s Prohibited Product Listings policies, the merchant may be penalized and the product listing may be taken down. Penalties range from a). $10.00 per violating product to b). $250.00 per violating product plus the total order value for all orders generated by the violating product during its lifetime, depending on the severity of the violation. In addition, the merchant’s account may be suspended for selling prohibited products.

Order value is defined as ‘quantity * (merchant price + merchant shipping)’.

If a package is found to contain a product that does not comply with all applicable laws, including customs regulations for the origin country (i.e. location of export) or destination country (i.e. location of import), merchants may be penalized for the actual costs incurred by the carrier to destroy the product.

The penalty can only be disputed and approved within 10 calendar days from when the penalty was created. If the penalty dispute is not approved within the 10 calendar day period from when the penalty was created, the penalty will not be reversed.

Learn more about prohibited items

See the full list of prohibited products, penalty amounts, and examples

2.8
A product listing may not include different products of high variance
If a merchant includes different products of high variance in one listing, the product will be removed and the account risks suspension.

High variance products refer to the following:
Products that are fundamentally different from each other
Products that require completely different product description
Products that cannot both be described by a single product title
One product is another product’s accessory
A customer would not expect to find the products together on the detail page
See examples and learn more

We reserve the right to remove products that violate this product variance policy.
2.9
Extreme price variance within one product listing is prohibited
The maximum variation price must be less than 4 times the minimum variation price. A product listing that does not adhere to the price variance policy will be removed and the account risks suspension.

See examples and learn more

We reserve the right to remove products that violate this pricing variance policy.
If you have this need for legitimate reasons, please contact your Account Manager or Merchant Support at merchant_support@wish.com.
2.10
Product listings that are detected to be misleading will be penalized
If a product listing or a product variation is detected to bemisleading, the merchant may be penalized up to $200.00* if there were orders placed in the last 30 calendar days from when the product or variation was detected as misleading. Merchant may also be responsible for 100% of any future refund on an order placed on the detected misleading product or variation.

Merchants are allowed to dispute these penalties.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

See examples and learn more

2.11
Extreme price increases within one product listing are prohibited
Merchants may increase prices for products (product price and/or shipping price) by $1.00* or up to 20%, whichever is greater, within a 4-month period. For a given product, this price restriction rule applies independently to the product price and the shipping price. Please note that price increases for promoted products are not allowed.

See examples and learn more

2.12
Manipulated Reviews and Ratings Policy
Wish strictly prohibits any attempt to manipulate customer reviews and/or ratings, and expressly prohibits compensated reviews and/or ratings. Any reviews and/or ratings generated by the merchants directly or indirectly are also prohibited. Orders that are found to have been affected by manipulated reviews and/or ratings are subject to be penalized up to $10.00* per affected order.

Order value is defined as ‘quantity * (merchant price + merchant shipping)’.

See examples and learn more

2.13
Product Reference Price Policy
Listings include a field for a comparison or reference price (“MSRP Field”). Merchants are not required to provide a value for the MSRP Field. If Merchants choose to provide a value for the MSRP Field (a “Reference Price”), each Reference Price must comply with this Policy. A Reference Price must be truthful and not misleading. And Merchant may only include a Reference Price in a Listing if that dollar figure is an actual reference price of the item, which means it is either: (a) the Manufacturer’s Suggested Retail Price (MSRP) or similar list price of the product; or (b) the price at which the item was recently offered for sale and for a reasonable period of time.

See examples and learn more

2.14
Price Gouging Policy
Manipulative pricing strategies are detrimental to the customerexperience and are not permitted on Wish. Merchants found to be settingprices significantly higher than reasonable market value for certainproducts may be penalized up to $200.00* perlisting. These penalties may be disputed.
* This amount may be calculated in the merchant’s local currency and/or be subject to Merchant Policy 11.
View archived Listing Products policies
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3Product Promotion
Last updated on July 16, 2020
Wish may promote a product at any time. If a product’s pricing, inventory, or details are inaccurate the merchant risks exposing themselves to the following policies.
3.1
Price and Shipping cannot be raised on promoted products
Raising the price or shipping on a promoted product is prohibited.
3.2
Inventory cannot be lowered on promoted products, except within an acceptable range
Inventory cannot be lowered on promoted products, except within an acceptable range.

Merchants may decrease a promoted product’s inventory levels every 14 calendar days by up to 50% or 5, whichever is greater.

These inventory changes may be applied on a warehouse-by-warehouse level.

3.3
Promoted products cannot be edited
Editing a promoted product is strictly prohibited.

For example:
Editing name, description, or images is prohibited
Partially disabling/enabling is prohibited
3.4
New variations cannot be added to promoted products
Adding a new size/color variation to a promoted product is prohibited.
* This amount may be calculated in the merchant’s local currency and/or be subject to Merchant Policy 11.
View archived Product Promotion policies
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4Intellectual Property
Last updated on July 16, 2020
Wish has a strict zero-tolerance policy against counterfeits and intellectual property infringement.

If Wish determines (in its sole discretion) that you are selling counterfeit goods, you agree that, without limiting any of Wish’s rights under this Agreement or at law, Wish may (in its sole discretion) suspend or terminate your selling privileges or cause payments to you to be withheld or forfeited.

4.1
Selling counterfeit products is strictly prohibited
Selling products which mimic or allude to the intellectual property of others is prohibited. If a merchant lists counterfeit products, the products will be removed and their account faces penalties and possible suspension. Learn more

4.2
Selling products which infringe on another entity’s intellectual property is prohibited
Product images and text may not infringe on the intellectual property of others. This includes, but is not limited to: copyright, trademarks, and patents. If a merchant lists products which infringe on the intellectual property of others, the products will be removed and their account faces penalties and possible suspension. Learn more

4.3
Proof of authorization to sell a product is the burden of the merchant
If a product is counterfeit or infringes on intellectual property, it is the burden of the merchant to provide proof they are authorized to sell the product.
4.4
Providing inaccurate or misleading proof of authorization to sell is prohibited
If a merchant provides inaccurate or misleading proof of their authorization to sell a product, their account will be suspended.
4.5
Penalties for counterfeit or intellectual property infringement
All products are reviewed for counterfeit and intellectual property infringement. If a product is found to violate Wish’s policy, it will be removed and all payments will be withheld. The merchant may be penalized up to $10.00* per counterfeit product. The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.
4.6
Counterfeit penalties for approved products
Approved products are reviewed again for counterfeit and intellectual property infringement after the merchant changes the product name, product description or product images. During review, the product will be available for sale. If the product is found to violate Wish’s policy after the edit, the product will be removed and all payments will be withheld. The merchant account may receive possible penalties and/or suspension.
* This amount may be calculated in the merchant’s local currency and/or be subject to Merchant Policy 11.
View archived Intellectual Property policies
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5Fulfillment
Last updated on July 16, 2020
Fulfilling orders promptly and accurately is the number one priority of a merchant receiving sales.
5.1
All orders must be fulfilled in 5 calendar days
If an order is not fulfilled in 5 calendar days after the order is released to the merchant, it will be auto-refunded and the associated product may be disabled. The merchant will be penalized $50.00* per auto-refunded order in this case.
5.2
If a merchant has an extremely high number of orders refunded by Merchant Policy 5.1, their account will be suspended
Auto-refund ratio is the number of orders automatically refunded due to Merchant Policy 5.1 over the number of orders received. If this ratio is extremely high, the account will be suspended.
5.3
If a merchant’s fulfillment rate is extremely low, their account will be suspended
Fulfillment rate is the number of orders fulfilled over the number of orders received. If this rate is extremely low, their account will be suspended.
5.4
Orders that qualify for the Confirmed Delivery Policy must be shipped with one of our Confirmed Delivery carriers that provide last mile tracking.
The Confirmed Delivery Policy affects orders that are shipped to the following countries and have a combined merchant price and merchant shipping of the one product within the order above their respective thresholds.

flag for AR
Argentina
flag for AT
Austria
flag for AU
Australia
flag for BE
Belgium
flag for BR
Brazil
flag for CA
Canada
flag for CL
Chile
flag for CO
Colombia
flag for CR
Costa Rica
flag for DK
Denmark
flag for FI
Finland
flag for FR
France
flag for DE
Germany
flag for HU
Hungary
flag for ID
Indonesia
flag for IE
Ireland
flag for IT
Italy
flag for MY
Malaysia
flag for MX
Mexico
flag for NZ
New Zealand
flag for PT
Portugal
flag for SA
Saudi Arabia
flag for KR
South Korea
flag for ES
Spain
flag for TH
Thailand
flag for GB
United Kingdom (Great Britain)
flag for US
United States
≥ $10.00*
flag for RU
Russia
≥ $3.00*
Requirements:
Orders must be fulfilled with valid tracking within 7 calendar days;
Orders must be shipped by one of our qualified carriers with a method that provides last-mile tracking;
Orders must be confirmed delivered by one of the qualified Confirmed Delivery shipping carriers within 30 calendar days of the order being available for fulfillment.
Merchants that do not meet these requirements are at risk of account suspension.

Learn more about the Confirmed Delivery policy

View the list of qualified Confirmed Delivery shipping carriers that provides last-mile tracking

5.5
Orders that are not confirmed fulfilled by the carrier within the designated amount of time after order released date will be penalized
If an order is not confirmed fulfilled by the carrier within the following designated amount of time after the order is released, the merchant will be penalized 20% of the order value, or $1.00*, whichever is greater:
Orders where (merchant price per item + shipping price per item) is less than $100.00* that are not confirmed fulfilled within 168 hours of the order being released will be penalized.
Orders where (merchant price per item + shipping price per item) is greater than or equal to $100.00* that are not confirmed fulfilled within 336 hours of the order being released will be penalized.
Order value is defined as ‘quantity * (merchant price + merchant shipping)’.

An order’s penalty for late confirmed fulfillment will be reversed if the order is confirmed delivered by the carrier within X calendar days from the order released time. However, the penalty will not be reversed if the merchant updates the tracking number for any reason.

‘X’ varies by country, which you can view here.

Merchants are allowed to dispute these penalties via the order tracking dispute tool.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

See examples and learn more

5.6
Orders that are fulfilled with fake tracking numbers will be penalized
If at any time a merchant provides a tracking number found to be fake, the merchant may be subject to penalties. The penalty amount issued will reflect order value plus $500.00*.

Order value is defined as ‘quantity * (merchant price + merchant shipping)’.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

See examples and learn more

5.7
Deceptive Fulfillment Policy
Orders that are fulfilled deceptively are subject to decreased impressions for your store and a penalty of $10,000.00* per incident.

See examples and learn more

5.8
Shipping from Mainland China – WishPost Only
WishPost is the only accepted shipping carrier for orders shipped from Mainland China. All other shipping carriers will not be acceptable for orders shipped from Mainland China, unless utilized through WishPost. Orders that are shipped from other regions/countries outside of Mainland China will be unaffected.

Merchant stores detected to violate these shipping policies will be subject to penalties, payment withholding and/or possible suspension in the future.

If an order has been found to be shipped from Mainland China, and was shipped with a carrier other than WishPost, the violating order will be penalized $100.00*.

Addendum: Merchants may only remove an Advanced Logistics Program order from the program for one of the qualified reasons. Order removal found to be based on non-qualified reasons may be penalized $100.00* per noncompliant order. Repeated violations of this policy may be subject to further penalties such as account suspension.

All Advanced Logistics Program orders that are removed by merchants from the program and allowed to be shipped from warehouses outside of Mainland China must be fulfilled with a Confirmed Delivery Carrier. As such, merchants must also comply with the confirmed delivery timeline requirements outlined for these orders: Merchant Policy 5.4 and Merchant Policy 7.5.
For Advanced Logistics Program orders that are removed by merchants for reasons other than “Shipping from outside of Mainland China” (i.e. the order will originate from Mainland China):

If the order is subject to the Confirmed Delivery Policy, merchants must fulfill the order with WishPost and select an appropriate WishPost logistics channel and service level that provide last-mile tracking (i.e. delivery confirmation);
If the order is not subject to the Confirmed Delivery Policy, merchants may fulfill the orders with any WishPost logistics channel of their choice.
Learn more about the policy

5.9
Order Cancellation Penalty Policy
If an order is found to have been cancelled or refunded prior to confirmed fulfillment, the merchant will be penalized $2.00* per violating order.

Merchants are allowed to dispute these penalties within 3 business days after a penalty statement is generated.

See examples and learn more

5.10
Orders flagged as “Advanced Logistics Program Order” must be fulfilled with required WishPost logistics channels
Eligible orders tagged as “Advanced Logistics Program Order” must be fulfilled with one of the following WishPost logistics channels based on whether the order is subject to the Confirmed Delivery Policy (Merchant Policy 5.4):
A-Super ECONOMY (otype: 5001-1)
A-Super STANDARD (otype: 5002-1)
If affected orders are not fulfilled with the two required logistics channels, merchants may be subject to penalties.

5.11
Orders not delivered to the Advanced Logistics Program warehouse within 168 hours of order released time will incur additional charges
If an order is not delivered to the Advanced Logistics Program warehouse within 168 hours of the time the “Advanced Logistics Program Order” is released to merchants, merchants will be charged 100% of the shipping fees based on pricing schedule, plus an additional 50% of the original shipping fees.

Merchants are allowed to dispute this additional 50% fee via the EPC Dispute Tool within their WishPost account.

5.12
Sensitive or special products within the Advanced Logistics Program must be correctly declared
Merchants must correctly identify and declare sensitive or special products in WishPost before shipping them to the Advanced Logistics Program warehouse. Merchants must deliver general and sensitive/special products to the Advanced Logistics Program warehouse in separate packages.

If merchants do not declare sensitive or special product type in WishPost, but deliver such a product to an Advanced Logistics Program warehouse, merchants will be charged an additional CN¥1.00 per package of Sensitive Product HandlingFee.

5.13
Merchants must deliver orders to the correct Advanced Logistics Program warehouse
Merchants must deliver orders to the correct Advanced Logistics Program warehouse indicated in shipping address on Merchant Dashboard and WishPost. Sending orders to an incorrect warehouse address will result in an additional charge of CN¥5.00 per package.
5.14
Orders flagged as “Pay Customer VAT “PC-VAT” required” must be fulfilled with one of the acceptable shipping carriers or WishPost logistics channels
Eligible orders flagged as “Pay Customer VAT “PC-VAT” required” must be fulfilled with one of the acceptable shipping carriers or WishPost logistics channels that offer support to pay Value Added Tax (VAT) on behalf of customers, and the customers remain the importers of record.

If affected orders are not fulfilled with an acceptable shipping carrier or WishPost logistics channel, merchants may be subject to penalties.

Learn more about a list of acceptable shipping carriers or WishPost logistics channels for “Pay Customer VAT “PC-VAT” required” orders

* This amount may be calculated in the merchant’s local currency and/or be subject to Merchant Policy 11.
View archived Fulfillment policies
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6Customer Support
Last updated on July 16, 2020
6.1
If a store has an extremely high refund rate, its account will be suspended
Refund rate is the number of orders refunded over the total number of orders received during a time period. If this rate is extremely high, a store will be suspended. A refund rate of less than 5% is normal. View your store’s refund rate

6.2
If a store has an extremely high chargeback ratio, its account will be suspended
Chargeback ratio is the number of orders which were charged back over the total number of orders received during a time period. If this ratio is extremely high, a store will be suspended. A chargeback ratio of less than 0.5% is normal. View your store’s chargeback ratio

6.3
Customer abuse is not tolerated
Abusive behaviour and language towards Wish customers is strictly prohibited and will not be tolerated.
6.4
Asking a customer to pay outside of Wish is prohibited
If a merchant asks a customer to pay them outside of Wish, their account will be suspended.
6.5
Directing a customer off Wish is prohibited
If a merchant directs a customer off Wish, their account is at risk of suspension and/or a penalty of $10,000.00* per incident. Please see Policy 5.7 – Deceptive Fulfillment Policy for further information.
6.6
Asking a customer for personal information is prohibited
If a merchant asks a customer for personal information such as payment information, email, etc, their account will be suspended.
6.7
Customer support issues are handled by Wish
Wish is the first point of contact in receiving customer support issues.
* This amount may be calculated in the merchant’s local currency and/or be subject to Merchant Policy 11.
View archived Customer Support policies
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7Refund Policy
Last updated on July 16, 2020
7.1
Orders are not eligible for payment if a refund is issued before the order is confirmed fulfilled
If an order is refunded before the order is confirmed fulfilled, the order is not eligible for payment. To be eligible for payment, the order must be confirmed fulfilled on Wish before the refund occurs.

Merchants are allowed to dispute these refunds.

7.2
Any order refunded by the merchant is not eligible for payment
If an order is refunded by the merchant, the merchant will not be paid for the order.

Merchants are not allowed to dispute these refunds.

7.3
Merchant is responsible for 100% of any refund on orders without valid or accurate tracking information
If an order has invalid, inaccurate or missing tracking information, the merchant is responsible for 100% of the cost of a refund on that order.

If these refunds are for orders to Sweden, merchants cannot dispute these refunds. Learn more

Otherwise, merchants are allowed to dispute these refunds.

Learn more about providing valid tracking information

7.4
Merchant is responsible for 100% of any refund on an order that is confirmed fulfilled after 5 or more calendar days
If the confirmed fulfillment date is 5 calendar days or more after an order’s released time, the merchant is responsible for 100% of the cost of a refund on that order.

Merchants are allowed to dispute these refunds.

7.5
Merchant is responsible for 100% of any refund on an order with excessively delayed confirmed delivery
If a refund occurs because an order is not confirmed delivered by X calendar days after the order is released to the merchant, the merchant is responsible for 100% of the cost of the refund.

Merchants are allowed to dispute these refunds.

View X for top destination countries

7.6
Merchant is responsible for 100% of any refund due to a size issue
If a refund occurs due to a customer sizing issue, the merchant is responsible for 100% of the cost of the refund.

Merchants are allowed to dispute these refunds.

7.7
Merchant is responsible for 100% of any refund on an order where merchant engages in fraudulent activity
If a merchant engages in fraudulent activity or circumvents revenue share, they are responsible for 100% of the cost of any refund on the fraudulent orders.

Merchants are allowed to dispute these refunds.

7.8
Merchant is responsible for 100% of any refund for items arriving damaged
If a refund occurs because the item arrived damaged, the merchant is responsible for 100% of the cost of the refund.

Merchants are allowed to dispute these refunds.

7.9
Merchant is responsible for 100% of any refund for items not matching the listings
If a refund occurs because the item received does not match the product listing being sold, the merchant is responsible for 100% of the cost of the refund.

Note: Product images should accurately depict the product being sold. Contradictions between the product image and product description could result in refunds for items not matching the listings.

Merchants are allowed to dispute these refunds.

7.10
If an account is suspended, the store is responsible for 100% of any refund
If a refund occurs while the merchant account is suspended, the merchant is responsible for 100% of the cost of the refund.

Merchants are not allowed to dispute these refunds.

7.11
Merchant is responsible for 100% of any refund for products with an extremely high refund ratio
Merchants will receive an infraction for each product with an extremely high refund ratio. The merchant is responsible for 100% of the cost of refund for all orders for the product going forward and retroactively up to the last payment. Refund ratio is the number of orders refunded over the total number of orders received during a time period. A refund ratio of less than 5% is acceptable.

Depending on the refund ratio, products may be removed from Wish. Products that have a high refund ratio and are not removed from Wish are re-evaluated periodically. If the product is found to have a low refund ratio, the merchant will no longer be responsible for 100% of refunds due to this policy.

Merchants are not allowed to dispute these refunds.

Learn about the Product Two-Tier High Refund Ratio Policy

7.12
Merchant is responsible for 100% of any refund for products that are marked as counterfeit
Selling counterfeit products is prohibited on Wish. Products that infringe on intellectual property are removed and merchants are responsible for 100% of the cost of refunds for the products.

Merchants are allowed to dispute these refunds on the corresponding infractions page in Merchant Dashboard.

7.13
Merchant is responsible for 100% of any refund for items that are sent to the wrong address
If a refund occurs because the item was sent to the wrong address, the merchant is responsible for 100% of the cost of the refund.

Merchants are allowed to dispute these refunds.

7.14
Merchant is responsible for 100% of any refund for items that are shipped incompletely
If a refund occurs because the order shipped was incomplete, the merchant is responsible for 100% of the cost of the refund. An incomplete order is an order where the merchant did not ship the correct quantity of items or did not ship all parts of an item.

Merchants are allowed to dispute these refunds.

7.15
Merchant is responsible for 100% of any refund for items that are returned to sender
If delivery fails and the carrier returns the item to the sender, the merchant is responsible for 100% of the cost of the refund.

Merchants are allowed to dispute these refunds.

Learn about why items are returned to the sender

7.16
Merchant is responsible for 100% of any refund for products with low ratings
Merchants will receive an infraction for each product with an extremely low rating average. The merchant is responsible for 100% of the cost of refunds for all orders for the product going forward and retroactively up to the last payment.

Depending on the average rating, products may be removed from Wish. Products that have a low average rating and are not removed from Wish are re-evaluated periodically. If the product is found to have a rating that is no longer low, then the merchant will no longer be responsible for 100% of refunds due to this policy.

Merchants are not allowed to dispute these refunds.

7.17
Merchant is responsible for 100% of any refund for orders not delivered to the customer
If an order’s tracking information marks the order as “delivered”, but the customer did not receive the order, the merchant is responsible for 100% of the cost of refunds.

Merchants are allowed to dispute these refunds.

7.18
Merchant is responsible for 100% of any refund for orders shipped with unaccepted carriers
If an order is shipped with an unaccepted carrier, the merchant is responsible for 100% of the cost of refunds.

Merchants are not allowed to dispute these refunds.

Learn which carriers are accepted on the Wish platform

7.19
Merchant is ineligible to receive payments from refunded orders if the store has a high refund rate
If a merchant’s store has a high refund rate, the merchant is responsible for 100% of the cost of refunds for all orders going forward. Once the store’s refund rate improves and is no longer high, the merchant will be responsible for refunds as per standards.

Merchants are not allowed to dispute these refunds.

Learn more about Merchant Two-Tier High Refund Policy

7.20
Merchant is responsible for 100% of any refund for products that are reported as dangerous or illegal in certain countries
If a merchant lists products that are considered to be dangerous or illegal in a country in which the products are sold, the merchant is responsible for 100% of the cost of refunds for all orders from these specific countries.

Due to the nature of these policy violations, merchants may not dispute these refunds.

Learn more about Dangerous Product Refund Policy

View archived Refund Policy policies
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8Account Suspension
Last updated on July 16, 2020
8.1
The following occur to accounts upon suspension:
Account access is restricted
The store’s products are no longer for sale
The store’s payments are withheld 3 months
For severe violations, the store’s payments are withheld permanently
The store is responsible for 100% of all refunds
Reasons an account could be suspended include but are not limited to the following:
8.2
Asking customers for their personal information
If a merchant has asked customers for their personal information including email address, the merchant account is at risk of suspension.
8.3
Asking customers to send money
If a merchant has requested a direct payment from the customer, the merchant account is at risk of suspension.
8.4
Providing inappropriate customer service
If a merchant has provided inappropriate customer service, the merchant account is at risk of suspension.
8.5
Being disingenuous to customers
If a merchant is being disingenuous to customers, the merchant account is at risk of suspension.
8.6
Asking customers to visit stores outside of Wish
If a merchant has asked customers to visit stores outside of Wish, the merchant account is at risk of suspension and/or a penalty of $10,000.00* per incident. Please see Policy 5.7 – Deceptive Fulfillment Policy for further information.
8.7
Selling fake or counterfeit goods
If a merchant is selling fake or counterfeit goods, the merchant account is at risk of suspension.
8.8
Violating Wish merchant policies
If a merchant is taking advantage of policies Wish has set in place for their own profit, the merchant account is at risk of suspension.
8.9
Related account is suspended
If a merchant is linked to another merchant whose account is suspended, the merchant account is at risk of suspension.
8.10
High refund ratio
If a merchant has a high refund ratio, the merchant account is at risk of suspension.
8.11
High auto refund ratio
If a merchant has a high auto refund ratio, the merchant account is at risk of suspension.
8.12
High chargeback ratio
If a merchant has an unacceptably high chargeback ratio, the merchant account is at risk of suspension.
8.13
Registering for multiple merchant accounts
If a merchant has registered for multiple accounts on Wish, the merchant account is at risk of suspension.
8.14
Using unconfirmed tracking numbers
If a merchant has an unacceptably high number of tracking numbers that cannot be confirmed, the merchant account is at risk of suspension.
8.15
Sending empty packages to customers
If a merchant is sending empty packages to customers, the merchant account is at risk of suspension.
8.16
Using fake tracking numbers
If a merchant is using fake tracking numbers, the merchant account is at risk of penalty or suspension.
8.17
Sending packages to the wrong address
If a merchant has an unacceptably high number of packages sent to the wrong address, the merchant account is at risk of suspension.
8.18
High late confirmed fulfillment rate
If a merchant account has an unacceptably high late confirmed fulfillment rate, the merchant account is at risk of suspension.
8.19
High ratio of prohibited products and/or orders with fake tracking
If a merchant has an unacceptably high percentage of orders from prohibited products and/or orders shipped with fake tracking, their merchant account is subject to suspension, withheld payments, and decreased impressions for products. Prohibited products include but are not limited to misleading products.
8.20
Merchant harassment of Wish employees or property
Wish takes the safety of Wish employees, offices, and/or properties very seriously. Any form of harassment, threats, uninvited visits, refusal to leave Wish properties, or any such inappropriate or unlawful behavior towards Wish employees, offices, or properties will be penalized. If a merchant is found to be engaged in these inappropriate behaviors, the merchant’s account payments will be withheld permanently and the merchant will be penalized $100,000.00* per incident.
* This amount may be calculated in the merchant’s local currency and/or be subject to Merchant Policy 11.
View archived Account Suspension policies
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9Fees and Payments
Last updated on November 2, 2020
* If you are a Wish Local Retailer, please refer to Merchant Policy 9.3 below for the Fees and Payments terms related to your agreement with Wish.
9.1
Fees:
Depending on the terms noted within the merchant’s Wish account or the terms of any other agreement the merchant may have with Wish, Wish will either take a percentage or a set amount of the list price provided to Wish by the merchant when an item sells.

Should the merchant use additional services or product features related to the sales of items through or in connection with Wish’s services (e.g., ProductBoost, Fulfillment By Wish, etc.), these services or product features may be subject to certain additional or different fees as communicated by Wish. In the event Wish introduces a new service or product feature related to the sales of items through or in connection with Wish’s services, the fees for that service or product feature will be effective upon the launch of the service or product feature.

All fees are quoted in the manner described in Merchant Policy 11 – Currency.
In certain situations, including but not limited to a void or invalid transaction, Wish may issue a debit to a merchant’s billing statement for the applicable fees.

Except as set forth in the Merchant Terms of Service or the Tax Policy, you are responsible for paying all fees and applicable taxes associated with using and selling on Wish.

9.2
Payments
Provided the merchant is in compliance with the Terms of Service and other Wish policies, and excluding any amounts due to refunds to customers, fees applied to merchant accounts, penalties issued against the merchant, discretionary advances or advances made through payment processors, or other charges or amounts that Wish is entitled to offset against the merchant (collectively, the “Charges”), the merchant shall be paid the amounts noted below.
9.2.1
Payment Amounts
Depending on the terms noted within the merchant’s Wish account or the terms of any other agreement the merchant may have with Wish, when an item sells, Wish will pay the merchant either a percentage or a set amount of the listed product price plus the listed shipping price (combined) as provided to Wish by the merchant. This information is available to the merchant in the Merchant Dashboard under Account > Settings. Learn more

Payments will be a net amount reflecting the merchant’s prices (listed product price and listed shipping price) less any Charges.

9.2.2
Order Payment Eligibility
Your shipped orders will be eligible for payment as set out below or as otherwise communicated to you by Wish. Without limiting any other remedies, Wish may unilaterally decide to delay the remittance and withhold any amount payable to you until receiving the confirmation of delivery. Orders that cannot be confirmed as fulfilled either by your tracking data or through our internal systems may be ineligible for payment. Wish will pay you for your eligible orders twice per month.

An order is eligible for payment as soon as the tracking carrier confirms the order as delivered or, if the order is not subject to the Merchant Policy 5.4 – Confirmed Delivery Policy, 5 calendar days after the customer confirms delivery if the order is confirmed fulfilled by a tracking carrier within 30 calendar days from the order released time.
Orders are also eligible for payment faster depending on the tier of the carrier used to ship the order.
Tier 1: as soon as tracking carrier confirms Wish Express order as delivered or 45 calendar days after the order was confirmed fulfilled by the carrier
Tier 2: 45 calendar days after order was confirmed fulfilled with a Tier 2 carrier
Tier 3: 75 calendar days after order was confirmed fulfilled with a Tier 3 carrier
Tier 4: 90 calendar days after order was confirmed fulfilled with a Tier 4 carrier
If an order is shipped with a carrier not listed in the Routing Guide and is not confirmed delivered, it is eligible for payment 90 calendar days after the order was confirmed fulfilled by the carrier.
Orders must be confirmed fulfilled by the carrier within 30 calendar days from order release time to be eligible for payment. Merchants are allowed to dispute the order payment eligibility via the order tracking dispute tool. The order payment eligibility can only be disputed and approved within 90 calendar days from when the order was released to the merchant. If the order tracking dispute is not approved within the90 calendar day period from when the order was released to the merchant, the order will not be eligible for payment.

View the list of carriers per tier

See examples and learn more

For EPC orders:
For stores with Silver, Gold, or Platinum Merchant Standing at the time the order is released to the merchant, EPC orders may become eligible for payment 20 calendar days after the order is confirmed fulfilled by the tracking carrier. Learn more
For Advanced Logistics orders:
For stores with Silver, Gold, or Platinum Merchant Standing at the time the order is released to the merchant, Advanced Logistics Program orders may become eligible for payment 20 calendar days after the order is confirmed fulfilled by the tracking carrier. Learn more
For orders of certain high-performing products:
For stores with Silver, Gold, or Platinum Merchant Standing at the time an order for certain high-performing products is released to the merchant, the order may become eligible for payment 20 calendar days after the order is confirmed fulfilled by the tracking carrier. Learn more
An order is confirmed fulfilled when the package receives its first tracking scan from the carrier.
An order is confirmed delivered when either the tracking carrier confirms delivery or the customer confirms delivery.
9.2.3
Account Payment Eligibility
An account is eligible to receive payments if the following required features are enabled:

Two Factor Authentication (Required for all merchant accounts)
WeChat Binding (Required for Mainland China-based merchant accounts only)
If an account does not have the required features enabled, payments will be withheld for the account. Once these required features are enabled, the account will receive payment on their next scheduled payment date.

Learn more about Two Factor Authentication

Learn more about WeChat Binding

9.2.4
FBW (Fulfillment by Wish) Order Payment Eligibility
FBW (Fulfillment By Wish) orders will be eligible for payment within 48 hours from the date the order is marked “shipped”. Learn more
9.2.5
Disbursements
Wish generally will disburse payments to merchants for their eligible transactions twice per month. This disbursal schedule may change, at Wish’s reasonable discretion, if (a) the merchant is not in compliance with the Terms of Service or these Fees and Payment policies, (b) the merchant changes its payment provider during a payment cycle, (c) the merchant is involved in a third-party claim, legal proceeding, or governmental inquiry related to the merchant’s use of the Services, (d) Wish reasonably suspects that the merchant account has security vulnerabilities, has been hacked, or otherwise has been compromised, or (e) Wish has communicated a different disbursal schedule to the merchant. Upon making a payment disbursal to the merchant, it may take 5 – 7 business days for the funds to arrive in your merchant or your provider’s account.

Merchants’ account balances available for disbursal are estimates based, in part, on certain information made available to Wish. Wish cannot guarantee that the disbursal amount made to the merchant will be identical to the amount visible to the merchant displayed as its account balance within its account, and Wish shall not be liable for any discrepancy between these two amounts.

9.3
Wish Local Retailer Fees and Payment Terms
* Section 9.3 is only applicable to Wish Local Retailers.
9.3.1
Order Payment Eligibility
If a Wish Local Retailer sells an item on Wish (each sale a “‘Sell On Wish’ Transaction”) as a Wish merchant, such ‘Sell On Wish’ Transaction will be eligible for payment as set out below or as otherwise communicated to the merchant by Wish. Without limiting any other remedies, Wish may unilaterally decide to delay the remittance and withhold any amount payable to the merchant until receiving the confirmation of fulfilled pickup and passing the 30-day customer refund window. ‘Sell on Wish’ Transactions that cannot be confirmed as picked up either by the merchant’s Wish Local account or through our internal systems may be ineligible for payment. Wish will pay the merchant for its eligible ‘Sell On Wish’ Transactions twice per month.

Each ‘Sell On Wish’ Transaction requires the merchant to confirm the customer pickup in its Wish Local application. In the event that a ‘Sell On Wish’ Transaction is not confirmed, Wish has no obligation to pay the merchant for such ‘Sell On Wish’ Transaction.

Once the customer picks up the customer’s order, the customer will have 30-days to request a refund for a ‘Sell On Wish’ Transaction. Once the order clears the 30-day refund window, the ‘Sell On Wish’ Transaction will become eligible for payment on the immediate following payment cycle.

9.3.2
Fees
Depending on the terms noted within the merchant’s Wish account or the terms of any other agreement the merchant may have with Wish, Wish will either take a percentage or a set amount of the list price provided to Wish by the merchant when an item sells.

Should the merchant use additional services or product features related to the sales of items through or in connection with Wish’s services (e.g., ProductBoost, Fulfillment by Wish, etc.), these services or product features may be subject to certain additional or different fees as communicated by Wish. In the event Wish introduces a new service or product feature related to the sales of items through or in connection with Wish’s services, the fees for that service or product feature will be effective upon the launch of the service or product feature. Unless otherwise stated, all fees are quoted in US Dollars (USD).

In certain situations, including but not limited to a void or invalid transaction, Wish may issue a debit to a merchant’s billing statement for the applicable fees.

Except as set forth in the Merchant Terms of Service or the Tax Policy, you are responsible for paying all fees and applicable taxes associated with using and selling on Wish.

9.3.3
Payments
Provided the merchant is in compliance with the Terms of Service and other Wish policies, and excluding any amounts due to refunds to customers, fees applied to merchant accounts, penalties issued against the merchant, discretionary advances or advances made through payment processors, or other charges or amounts that Wish is entitled to offset against the merchant (collectively, the “Charges”), the merchant shall be paid the amounts noted below.
9.3.3.1
Payment Amounts
Depending on the terms noted within the merchant’s Wish account or the terms of any other agreement the merchant may have with Wish, when an item sells, Wish will pay the merchant either a percentage or a set amount of the listed product price plus the listed shipping price (combined) as provided to Wish by the merchant. This information is available to the merchant in the Merchant Dashboard Account > Settings page. Learn more
Payments will be a net amount reflecting the merchant’s prices (listed product price and listed shipping price) less any Charges.

9.3.3.2
Disbursements
Wish generally will disburse payments to merchants for their eligible transactions twice per month. This disbursal schedule may change, at Wish’s reasonable discretion, if (a) the merchant is not in compliance with the Terms of Service or these Fees and Payment policies, (b) the merchant changes its payment provider during a payment cycle, (c) the merchant is involved in a third-party claim, legal proceeding, or governmental inquiry related to the merchant’s use of the Services, (d) Wish reasonably suspects that the merchant account has security vulnerabilities, has been hacked, or otherwise has been compromised, or (e) Wish has communicated a different disbursal schedule to the merchant. Upon making a payment disbursal to the merchant, it may take 5 – 7 business days for the funds to arrive in your merchant or your provider’s account.

Merchants’ account balances available for disbursal are estimates based, in part, on certain information made available to Wish. Wish cannot guarantee that the disbursal amount made to the merchant will be identical to the amount visible to the merchant displayed as its account balance within its account, and Wish shall not be liable for any discrepancy between these two amounts.

View archived Fees and Payments policies
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10Wish Express
Last updated on July 16, 2020
10.1
Wish Express orders must be fulfilled within 5 calendar days and confirmed delivered within 5 business days (exceptions apply to certain destination countries) from the order released date
Business days are defined as Monday through Friday. Weekends and USPS Postal holidays will not be considered as business days. Note that all Wish Express orders must also be fulfilled (i.e., marked “shipped”) within 5 calendar days from the order released time, per Merchant Policy 5.1. All orders, including Wish Express orders, are also subject to the Merchant Policy 5.5 – Late Confirmed Fulfillment Policy.
Orders refunded due to merchants being unable to fulfill them will be considered pre-fulfillment cancellations, which includes both auto-refunded orders due to late fulfillment and merchant-initiated refunds due to merchants’ inability to fulfill the orders for any reason.

Based on Wish’s Fulfillment Policy, merchants will be penalized $50.00* per auto-refund due to late fulfillment, and $2.00* per violating order due to merchant-initiated cancellation and/or refund before fulfillment.
See examples and learn more

10.2
During a period of 365 consecutive calendar days, upon 3 U.S. Wish Express suspensions and/or 5 suspensions for all other Wish Express destination countries, merchants will be banned permanently from Wish Express
The Suspension Policy measures Wish Express orders weekly, from Monday through Sunday. A merchant’s enrollment in Wish Express for a particular destination country will be suspended if its On-Time Arrival Rate is less than 90% and/or its Pre-Fulfillment Cancellation Rate is ≥10% for the most recent weekly measurement period. During any period of 365 calendar days consecutively, if a merchant’s enrollment has previously been suspended 3 times by the Suspension Policy for U.S. Wish Express, and/or 5 times for all other Wish Express destination countries, the merchant will be removed from further enrollment in Wish Express for the corresponding destination country or countries until the merchant no longer accumulates 3 U.S. Wish Express suspensions and/or 5 suspensions for all other Wish Express destination countries in a 365-day period.

See examples and learn more

10.3
Wish Express orders are eligible for payment only if carriers confirm delivery before the end of the fifth business day after the on-time delivery requirement
All Wish Express orders that carriers do not confirm were delivered before the end of the fifth business day after the on-time delivery requirement will not be eligible for payment.

Merchants are allowed to dispute payments withheld under this policy within 11 calendar days from receiving the penalty details.

See examples and learn more

10.4
Wish Express orders that are confirmed delivered late will be penalized
The Penalties Policy measures Wish Express orders weekly, from Monday through Sunday. Orders confirmed delivered late will be penalized by 20% of the order value or $5.00*, whichever is greater. For confirmed fulfilled orders, Wish will apply a flat exemption of 1% of the total order value of the Wish Express order.

Orders confirmed fulfilled by 23:59:59 UTC of the next business dayfrom the order released time and fulfilled through specific qualifiedcarriers, will be excluded from the penalty. Please see the Wish Express Qualifications and Terms for the Wish Express qualified carrier list here.
In cases when the merchant requests that the customer verify his or her shipping address for an order through the “Verify Address” feature, the delivery requirement may be extended by 48 business hours. Learn more

Wish Express orders not confirmed delivered within 5 business days are considered late.

Merchants are allowed to dispute penalties issued for violating this policy within 11 calendar days after a penalty statement is generated.

See examples and learn more

10.5
Merchants will be responsible for any refunds of Wish Express orders when the orders are confirmed delivered late
If a Wish Express order violates the Wish Express Delivery Requirement and is refunded, the merchant is responsible for 100% of the cost of any refund on that order.

See examples and learn more

* This amount may be calculated in the merchant’s local currency and/or be subject to Merchant Policy 11.
View archived Wish Express policies
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11Currency
Last updated on July 16, 2020
Wish may, in its sole discretion, calculate payments, fees, disbursements, penalties, or any other amounts due to or from Merchants (the “Amounts”) based on USD and/or local currency amounts as defined under Account > Payment Settings > Currency. Wish generally uses exchange rates obtained from a third party to make currency conversions. Wish may, in its sole discretion, adjust or alter the exchange rate when converting from one currency to another.
11.1
Amounts and Penalties in Local Currency
Amounts may be issued in the merchant’s local currency or USD.

To learn more about the CNY, EUR, or GBP penalty amounts specifically, please check out the first three FAQ articles here.
11.2
Merchant Payments in Local Currency
Merchants may be paid in their local currency as defined under a merchant’s Account > Payment Settings > Currency.
Payments are subject to the existing Fees and Payments policy.
Payments are calculated based on the “Total Cost” of the order as that column is displayed in the Merchant’s “Merchant Dashboard Orders” page(s) and expressed in the Merchant’s local currency.

See examples and learn more

View archived Currency policies
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12EPC
Last updated on July 16, 2020
12.1
Orders tagged as “Combined Order” must be fulfilled with the WishPost EPC logistics channel
EPC-eligible orders tagged as “Combined Order” in Merchant Dashboard must be fulfilled with the WishPost EPC logistics channel. Merchants may ship un-combined EPC-eligible orders directly to customers; in this case, merchants are required to use the WishPost logistics channels to comply with the Confirmed Delivery Policy.

Note for EPC Blue Orders: Orders marked as “Combined Order” with the destination of an EPC Blue warehouse are not eligible to be un-combined and must be fulfilled with the WishPost EPC logistics channel.

Learn more about EPC “Combined Orders”

12.2
Any orders not delivered to EPC warehouses within 168 hours of the order’s released time will incur additional charges
If an EPC order is not delivered to the correct EPC warehouse within 168 hours of the time that the “Combined Order” is released to the merchant, the merchant will be charged 100% of the EPC fees based on the pricing schedule, plus an additional 50% of the EPC fees based on pricing schedule. The corresponding order will not be eligible for any EPC benefits, including insurance coverage for logistics-related customer refunds, end-to-end tracking logistics service, or being eligible for payment faster.

Merchants are allowed to dispute this additional 50% fee via the EPC Dispute Tool within their WishPost account.

Note for EPC Blue Orders: If an EPC Blue order is not delivered to the correct EPC Blue warehouse assigned by Wish within 168 hours of the order’s released time, the order will be refunded. An EPC Order Return Fee of CN¥2.00 per package may be charged to the merchant, along with other related fees according to Wish Merchant Policies.

Learn more about the EPC delivery requirements and EPC benefits

12.3
Sensitive or special products must be correctly declared
Merchants must correctly identify and declare sensitive or special products in WishPost before shipping them to EPC warehouses.

If merchants do not correctly identify and declare sensitive or special products in WishPost, but deliver such products to EPC warehouses, merchants will be charged an additional CN¥1.00 per package as a Sensitive Product Handling Fee.

Learn more about sensitive or special products currently supported by EPC

12.4
Merchants must accurately input the product name in both Chinese and English
When creating orders for EPC “Combined Orders” in a WishPost account, merchants must correctly fill in the product name in both Chinese and English to accurately and sufficiently represent the product’s category, material, functions, and other key product details. Providing vague and/or prohibited product names is not allowed, and may prevent the products from passing customs clearance.

If merchants are found to provide vague and/or prohibited product names for EPC orders, merchants will be charged an EPC Order Product Name Correction Fee of CN¥3.00 per package.

Learn more about vague and/or prohibited product names

12.5
Merchants must deliver orders to the EPC warehouse assigned by Wish
Merchants must deliver EPC orders to the EPC warehouse assigned by Wish. Sending inventory to any other EPC warehouse will result in an additional charge of CN¥5.00 per package.
12.6
Merchants must input a valid Wish Order ID when creating orders
Merchants will be charged 100% of the EPC fees based on the pricing schedule, plus an additional 50% of the EPC fees based on the pricing schedule, for each order created in WishPost without a valid Wish Order ID.