Confirmed Delivery Policy FAQ

1. Which orders are affected by the Confirmed Delivery Policy?

The Confirmed Delivery Policy affects orders that are shipped to the following destination countries and have a combined quantity * (merchant price + merchant shipping) (i.e., order value) of the order above their respective thresholds:

Below are some examples of different order situations. We have indicated which orders are subject to this policy:

2. Where can I find the ‘price’, ‘shipping price’, and 'quantity' values of an order?

To view the price, shipping, and quantity values of an order, please navigate to the Orders > Unfulfilled Orders page, click the three dots under “Action” and select “View details”:

You can also find the price, shipping, and quantity values of an order by visiting Orders > History page on the Merchant Dashboard:

3. How do I know if an order is affected by the policy and will require delivery confirmation?

You can view if an order is affected by the policy by navigating to Orders > Unfulfilled Orders. There will be a badge displayed by the transaction that shows if an order will require delivery confirmation. 

You can also find the badge appearing by affected orders in the Orders > History page.

4. What are the requirements for orders that are affected by the Confirmed Delivery Policy?

The following requirements must be met:

1. Orders must be fulfilled with valid tracking.
2. Orders must be confirmed fulfilled within 7 calendar days.
3. Orders must be confirmed delivered by the shipping carrier within 30 calendar days of the order being available for fulfillment.
4. Orders must be shipped by one of our Confirmed Delivery Carriers with a service level that provides last-mile tracking.

Merchant accounts with low valid tracking rates, low confirmed delivery rates, or high pre-fulfillment cancellation rates for affected orders may be suspended.

5. What does “last-mile tracking” mean?

"Last-mile tracking" means that the shipping carrier provides delivery confirmation of the shipped package.

6. How can I view fulfillment and shipping performance for orders affected by this policy?

To view your fulfillment and shipping performance for orders affected by this policy, please visit this page on your Merchant Dashboard.

7. Which Confirmed Delivery Carriers provide last-mile tracking?

To see a list of Confirmed Delivery Carriers that provide last-mile tracking, please visit this page: Confirmed Delivery Carriers. Please note that these Confirmed Delivery Carriers offer various delivery service levels (with different fees). To comply with Wish policy, you need to use the appropriate service levels of the shipping carriers that you select. The service levels selected need to provide last-mile tracking. If merchants select a Confirmed Delivery Carrier but not a service level that provides last-mile tracking, the carrier may not provide delivery confirmation as required by Wish.

8. Where can I view more examples of this policy?

Please click here to see more examples of the policy.