US Returns Program

Merchants with a U.S. return address may enroll their products for returns from U.S. customers. If a customer requests a refund, the customer will be asked to return the product to the return address the merchant specified.

What products are eligible for this program?

Products with Logistics information in Wish are eligible for this program. In addition, merchants must have a return warehouse for the country that they wish to receive returns for. Only products shipped to the same country as the return warehouse will be returned to the warehouse when a refund is requested. Currently, only enrolled products that are shipped to the United States will be eligible for return.

What information do I need to provide in order to enroll my products in this program?

To enroll products into this beta U.S. Returns Program, merchants must provide the following information:

• A U.S. return address
• Logistics information per product (weight, height, width, length)

Once products are enrolled for returns, U.S. customers who request refunds due to quality-related issues will be required to return the enrolled product to the merchant's U.S. return address before a refund is issued. Customers will use a prepaid return shipping label generated by Wish based on the product’s logistics information. The return shipping label fee will be deducted from the merchant’s account balance.

You can learn more about how to add Logistics information for your products in this FAQ here.

I have products enrolled in the Wish Express US Returns program. Will those products still be enrolled for returns to my U.S. return address?

Yes. This beta US Returns Program expands the scope of and thus, replaces the Wish Express U.S. Returns Program. Products that are currently enrolled in Wish Express U.S. Returns will be automatically rolled into this U.S. Returns Program. Merchants are recommended to update their enrolled products’ logistics information so that the pre-paid shipping label accurately reflects the return fee moving forward.

How do I enable returns for my products?

You can enable returns for your products through the Merchant Dashboard Products page. You have the option to either enroll products for Returns individually, or in bulk. Note that if you use the bulk-enroll option, this will update the Returns settings for all of your eligible products with Logistics information, including any that are already enrolled for Returns.

Enabling Returns for products individually

Log in to your merchant account at https://merchant.wish.com/login. From the top menu, click Products > View All Products. This will take you to https://merchant.wish.com/product.

1. For the product you would like to enable Returns for, click on Actions.
2. In the dropdown menu, click on Edit Return Setting.
3. Please review the terms of service and click Agree at the bottom.

4. If you have not yet added Logistics information for the product, you will be prompted to do so:

 

 

Please allow up to a few minutes for the Logistics information to be updated for your product after you click “Submit.”

You can learn more about how to add Logistics information for your products in this FAQ here.

5. Once the product has Logistics information saved, you’ll be able to add a Return address. Select the country you are enabling Returns for:

Then, you may select from a list of your previously saved Returns addresses, if any exist:

Or, you may enter a new Returns address by clicking “Add New Warehouse” and then click “Update Setting”:

6. You have successfully added a return warehouse for your product! You will automatically be redirected to the page below and can verify details there.

Enabling Returns for products in bulk

From your Returns Settings view above, navigate to the “Enable/Update Returns for your Products” tab.

Select the country and Return address you would like to use for enrolling all of your eligible products with Logistics information, including any that are already enrolled for Returns.

Once you have confirmed the updates that will be made in bulk to all your eligible products with Logistics information, please allow up to a few minutes for the updates to reflect on your Merchant Dashboard.

 

How do I view my pending Returns?

From merchant.wish.com, navigate to Orders > Returns.

 

The Returns page allows you to filter by Refunded returns, as well as Pending returns.

How do I open a dispute for customer return fraud?

From the Orders > Returns page, click on Actions > Open a dispute for the returned order.

Provide the required information in the dispute form, and then click “Submit”.

Please allow up to a few days for a Wish representative to review your dispute and reply.