How do I fulfill my orders?

Hooray, you got an order! This article will explain how to fulfill your orders. We ask that merchants fulfill their orders in one to 5 calendar days so that they can provide timely delivery for your customers.

Please note: per Merchant Policy 5.1, if an order is not fulfilled in 5 calendar days, it will be refunded and the associated product may be disabled. Additionally, the merchant will also be penalized $50 per auto-refunded order.

You must provide a valid tracking ID in order to mark the order “shipped” and get paid for fulfilling your order.

See Wish's payment policy here. Note that effective October 22, 2020 12:00AM UTC, merchants are required to provide a valid tracking number when fulfilling newly-released orders and modifying the tracking information of orders already marked “shipped” manually on Merchant Dashboard or via CSV file. Please see more details below.

And for merchants fulfilling orders or modifying tracking via API, please note that for orders released after January 15, 2021 12:00AM UTC, the ‘tracking_number’ will become a required parameter as merchants use the following API endpoints to fulfill orders or modify tracking:

/api/v2/order/fulfill-one

/api/v2/modify-tracking

 

Notification
We will notify you once a day when you have new orders to fulfill. This notification will arrive via email to the address you provided. When you log in to the Merchant Dashboard, you will also see a red notification by the Transactions tab. The number indicates the number of transactions that are new/unacknowledged or have not yet been shipped: 

 

Marked as Shipped

Orders awaiting fulfillment are listed on the Action Required page. Here, you can view order details, edit the shipping address, and mark the order as shipped. Orders that are not marked as "shipped" within 5 calendar days from the order released time are refunded automatically by Wish. From the top navigation bar, click on Orders > Action Required to go to your new orders. This will take you to http://merchant.wish.com/transactions/action.

Mark Individual Transactions as Shipped

To mark an individual order as shipped, find the order you want, click on the Actions button at the end of the row, and select Ship:

This will open a window where you can either enter the dimensions of the package or click on 'Skip to do it myself' and then select your Origin Country, Shipping Provider and input a Tracking Number:

Please note that for orders released after October 22, 2020 12:00AM UTC, merchants are required to provide a valid Tracking Number in this step before proceeding further. If no Tracking Number is provided, merchants will receive an error message and will be unable to mark this order “shipped”:

Once all information is provided, click on the Next button to mark the order as shipped. This action will send a notification to the user letting them know (1) their product has been shipped and (2) their tracking information.

Manually Mark Multiple Transactions as Shipped

You can also mark multiple transactions "Shipped" at one time. Select the transactions you would like to mark as shipped:

Then click on "Ship Selected" at the top of the Action Required page:


A window will open, allowing you to input tracking information for multiple orders. Double-check to make sure that you're inputting the correct tracking ID for the corresponding transaction!

Similarly, Tracking IDs for each of these orders are required.

Once you're finished, click "Ship All", and you're done!

Once an order is marked as shipped, it will move from Action Required to History. To see your shipped orders, click on Transactions > History from the top navigation bar. This will take you to http://merchant.wish.com/transactions/history.

Mark Multiple Transactions as Shipped with a Feed File

For merchants who receive a large number of orders each day, you can mark your orders as shipped using a feed file. Before you begin this process, you will need a CSV of your orders you are fulfilling. Click here to learn how to export your order information from the Wish Merchant Dashboard.

After you have the feed file ready, go to Orders > Fulfill Orders > Fulfillment CSV File. This will take you to http://merchant.wish.com/fulfill-order:

When you upload your CSV, you will need each row to include the Order ID, the shipping provider, the origin country/region, and a valid tracking number for that order. Note that starting October 22, 2020 12:00AM UTC, if you upload a CSV file without inputting valid tracking numbers for your orders, you will receive an error, as shown below:

Once you upload your CSV, you will need to map your attributes to those recognized by Wish:

You will be able to preview your fulfillment information during this mapping step. Please use this time to double-check that your information appears correct. Click on the blue Submit button to import your feed to Wish.

After submitting your feed file, you can check the status of this import job by going to Orders > Fulfillment CSV File Status. This will take you to http://merchant.wish.com/fulfillment-uploads/jobs.

 

Fulfilling and marking certain orders “shipped” together using the same tracking number

To help merchants save on logistics costs, orders that meet following criteria may be fulfilled and marked “shipped” together using the same tracking number:

• The orders’ recipient names are identical (case insensitive);
• The orders’ shipping addresses are identical (case insensitive);
• The orders are released within 5 calendar days from one another.

Example 1: Order A is released on Day 1 and order B on Day 3; order A and B share the same recipient name and shipping address. In this scenario, merchants may fulfill and mark these two orders as “shipped” together using the same tracking number.

Example 2: Order A is released on Day 1 and order B is released on Day 7; order A and B share the same recipient name and shipping address. Merchants may not fulfill and mark these orders as “shipped” together using the same tracking number, because the orders were not released within 5 calendar days from each other.

Example 3: Order A is released on Day 1, order B released on Day 4, and order C released on Day 7; order A, B, and C all share the same recipient name and shipping address. Since orders A and B are released within 5 calendar days from each other, merchants may fulfill and mark these orders as “shipped” together using the same tracking number. Similar logic applies to orders B and C.

However, order A and C were NOT released within 5 calendar days from each other. 

Therefore, the merchant may choose to fulfill orders A and B together with the same tracking number, but order C may not be fulfilled together in this case with orders A and B (i.e. order C may not be marked as “shipped” using the same tracking number as that of orders A and B).

Similarly, the merchant may choose to fulfill orders B and C together with the same tracking number, but order A may not be fulfilled together in this case with orders B and C.

In some cases, orders that meet the above criteria are subject to different logistics timeline requirements and policies. Even though they may be fulfilled and marked as “shipped” together with the same tracking number, merchants should follow the strictest requirements that one or some of these orders are subject to when fulfilling them.

Example: Orders A and B meet the above three criteria; order A is a Wish Express order, while order B is not. If a merchant chooses to fulfill and mark order A and B as “shipped” together with the same tracking number, the merchant should follow the Wish Express fulfillment requirements when shipping these two orders, so that the merchant complies with all relevant fulfillment policies.

In some other situations, if a merchant indeed fulfilled orders A and order B that meet the above criteria together (same package and tracking number), but only marked order A as “shipped”, and missed marking order B as “shipped” with the same tracking number, merchants are able to re-use order A’s tracking number for order B at a later time, even if the tracking number already shows a confirmed fulfillment timestamp for order A.

How do I know if I have orders that are about to expire?

Merchants will receive emails when they receive orders on Wish. Additionally in their Orders > Action Required queue (https://merchant.wish.com/transactions/action), merchants can see the time left to fulfill under “Days to Fulfill” on each order. The days listed are in calendar days.