In the case of a fulfillment infraction, merchants have the ability to dispute that infraction via the Merchant Dashboard.
It is important to know that some infractions have time limits for filing a dispute, so merchants are advised to regularly check their infractions. Please refer to an infraction’s related Merchant Policy (in the table below) for time limits.
Types of fulfillment infractions
There are a series of fulfillment infractions that can be issued.
|
Order delivered later than merchant-set Max Delivery Days |
Issued when a merchant sets a particular number of days to deliver an order but then fails to deliver on time to comply with the Merchant Policy’s warehouse fulfillment policy. |
|
Order cancellation |
Issued when a merchant cancels or refunds an order prior to confirmed fulfillment, as per the Merchant Policy order cancelation policy. |
|
Late confirmed fulfillment |
Issued when an order is not confirmed as fulfilled by the carrier within a designated amount of time, as outlined in the Merchant Policy’s confirmed fulfilled policy |
|
Unfulfilled order |
Issued if an order is not fulfilled within the Merchant Policy’s required fulfillment days. |
| Order not delivered |
Issued if an order has tracking information but does not arrive in time to comply with the Merchant Policy’s confirmed delivery policy. Merchants may dispute by uploading documentation to prove that the order was delivered. The infraction automatically reverses if the order is confirmed delivered or paid out. |
Dispute an infraction
If a merchant feels an infraction is incorrectly identified, they can dispute it:
- Open the Merchant Dashboard > Infractions > Policy Infractions
- Go to the Fulfillment Infractions tab
- Locate the disputable infraction
- Narrow the search by filtering/sorting those that are Wish Standards impacted, Action required, or both.
- Further filter results by Infraction Name, Issue Date, and Status.
Tip: Click the “Infraction Name” filter to quickly see all of a store’s infraction types.
4. Go to the Action column and click to “View Details”
5. Scroll to the bottom of the page and click “Dispute Infraction”
6. Read the linked “Related policy” to check for compliance
7. Populate the form with a dispute reason and submit
Resolution is tracked via the Status column.
Infraction status
Note: As of January 2023, the Merchant Dashboard paths Dispute > Tracking and Orders > History closed to new disputes. Wish is addressing existing disputes filed before that date, and merchants may view the status of those disputes under their respective “tracking dispute” pages.
Merchants are advised to regularly check Status on infractions as action may be required.
Infractions have three Status settings:
- Awaiting Admin, which means a merchant has taken action on the infraction and now it is awaiting for Wish to reply/make a decision on resolution.
- Action Required, which means either it is a new infraction or Wish has sent a message on an existing infraction.
- Closed
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