Product Two-Tier High Refund Ratio Policy

An important measure of customer satisfaction is a product’s refund ratio. Products with an extremely high refund ratio is an indicator of poor product quality and bad consumer experience. The refund ratio is defined as the number of refunds over the number of orders during a period of time. 

Learn how to track my product’s refund performance.

Product Refund Ratio Evaluation

Each product is evaluated weekly for the time ranges: 0 - 30 calendar days and 63 - 93 calendar days, and 0 - 120 calendar days ago from the time of evaluation. 

Product Two-Tier Policy

Products with an extremely high refund ratio are removed from the store and the merchant is responsible for all cost of refunds.

Products with high refund ratios remain for sale and the merchant is responsible for 100% of the cost of all refunds for these products. Merchants may disable the products at their own discretion. 

It is important to note that products with a few orders are not affected by this policy. 

Re-evaluation of High Refund Products

Periodically, High Refund Products are re-evaluated. If the product's high refund ratio has improved, then the merchant will no longer be responsible for 100% of the cost of all refunds. However, the merchant is still responsible for refunds under Wish’s Refund Policy.

Extremely High Refund Products will not be re-evaluated and they are removed from Wish permanently. 

Products must have enough orders to be re-evaluated.

Examples

1. Product A has 2 orders and 40% refund ratio during the 63 - 93 day period. Product A is not an Extremely High Refund Product or a High Refund Product because Product A has very few orders and thus is not affected by this policy.
   
   
2. Product B has 60 orders and 40% refund ratio during the 63 - 93 day period. Product B is an Extremely High Refund Product and is removed from Wish.
   
   
3. Product C has 60 orders and 23% refund ratio during the 63 - 93 day period. Product C is a High Refund Product. Later, product C is re-evaluated and found to have 15 orders and 15% refund ratio. Product C remains a High Refund Product and merchant is responsible for all refunds.
   
   
4. Product D has 70 orders and 24% refund ratio during the 63 - 93 day period. Product D is a High Refund Product. Later, product D is re-evaluated and found to have 60 orders and 12% refund ratio. Product D is no longer a High Refund Product and merchant is only responsible for refunds in Wish’s Refund Policy.
   
   
5. Product E has 70 orders and 24% refund ratio during the 63 - 93 day period. Product E is a High Refund Product. Later, product E is re-evaluated and found to have 60 orders and 35% refund ratio. Product E is now an Extremely High Refund Product and it is removed from Wish permanently.

* This value is subject to change without notice