How to submit logistics-related disputes on WishPost?

Starting November 6, 2019 00:00 Beijing Time, WishPost merchants may utilize an online dispute process directly in their WishPost account to submit logistics-related disputes for their EPC and/or Advanced Logistics Program orders and view dispute status. This FAQ walks merchants through the details of this process.

How do I submit online disputes for penalties/fee charges related to EPC and/or Advanced Logistics Program orders in WishPost?

To submit an online logistics-related dispute, log in to the WishPost online account first, and select Merchant Dispute > EPC Dispute Tool on the left-hand navigation:

Then, merchants will arrive at the EPC Dispute Toolkits page where they can submit a dispute online (as shown below). Select the “Upload EPC Dispute” tab to begin:

In this tab, merchants are able to upload a .xls file as their dispute documentation for the WishPost team to review. Note that a template dispute file is available for merchants to download and refer to; when uploading their own dispute file, merchants must utilize the same format and content structure laid out in the template file for their dispute information to be processed smoothly. The easiest way to achieve this is to download the template first, fill out the correct information directly in the template, rename the file properly, and upload the file here.

To download the template dispute file, simply click “template downloads”:

In the .xls template file downloaded, merchants will be able to dispute against three types of logistics-related penalties and/or fee charges: 

• Parcel weight: shown as the “Weight” tab below;
• Sensitive/special parcels: shown as the “Sensitive” tab below;
• Parcel’s delayed arrival (more than 168 hours from the order’s released time) at the designated EPC and/or Advanced Logistics Program warehouse: shown as the “Combine Order” tab below.

For example, if a merchant needs to dispute 10 weight-related penalties/charges, simply navigate to the “Weight” tab of the .xls template file, enter the Tracking ID for these 10 orders in column A, their respective weights (in kg) in column B, and input any dispute description in column C that the merchant would like to provide to explain why the penalties/charges were incorrectly issued.

Merchants are able to batch-input dispute information at once for one or more types of penalties/charges as guided by the template above before uploading to WishPost. For the dispute information to be processed smoothly, merchants are recommended to follow the template’s format exactly and refrain from adding tabs other than the three outlined in the template or remove any tabs.

Once all dispute information is completed, please rename the file as needed, upload it to WishPost in the EPC Dispute Toolkits page, and click “Submit”:

Once the dispute file is submitted, the page will show merchants how many of the line items in the dispute file are submitted successfully, how many are duplicated entries, and how many have failed. Merchants are able to download the file as shown below to see which entries have failed.

This dispute has now been submitted via the online dispute tool. The WishPost Customer Service team begins reviewing the disputes within 5 business days from the dispute submission date; normally the review process takes 5 business days, and the disputes will be either approved or rejected. Therefore, if disputes are successful and approved by the WishPost team, merchants can expect the related penalties/charges to be reversed within 10 business days from the dispute submission date; similarly, merchants will also be notified of disputes being rejected within 10 business days from the dispute submission date as well.

How do I view the disputes’ review status for penalties/charges related to EPC and/or Advanced Logistics Program orders in WishPost?

To view the status of disputes submitted, merchants may first switch to the “Download EPC Dispute” tab on the EPC Dispute Toolkits page, specify a date range, the status of disputes that merchants would like to view, and order tracking numbers (if applicable):

The statuses of disputes available for merchants to view include “Created”, "Processing", “Rejected”, and “Accepted” (i.e. approved):

Once all fields are entered, click “Submit”, and merchants will then be able to download a .xls file containing disputes with the selected review status and within the designated date range, as shown below:

An example of the file downloaded per steps above is:

If you have any other questions related to this online dispute process, please reach out to the WishPost Customer Service team.