To lower refund rates related to item quality issues and to help improve customer experience on the Wish platform, stores may receive replacement item order requests. This replacement item order request will occur when a customer elects for a replacement item instead of a full refund in instances of quality-related issues.
We’ve created this FAQ to share more details about this Replacement Item BETA Program with merchants.
What orders are eligible for the Replacement Item BETA Program?
This program only applies to select orders. If the customer requests a refund based on quality-related issues, Wish will offer the customer a replacement item as an alternative. These original orders would have otherwise been fully refunded.
How does this Replacement Item BETA Program benefit merchants and customers?
This program is a way for merchants to keep the original order payment, send customers a replacement item, and reduce item quality-related refund rates. This may increase customer satisfaction as their original item will be replaced.
How will I know if an order is a replacement item request?
On the Orders > Action Required page of the Merchant Dashboard, these orders will be marked with a special symbol that indicates the order is a replacement item order request.
The replacement order’s total cost will be set to $0. If you hover over this $0 cost, a tooltip will appear notifying merchants that this is a replacement item order request.
If you export orders via CSV file, replacement item order requests will return “true” in the new “is_replacement_item” column and display the original Order ID for which the replacement item order request was made in the new “replacement_for_order_id” column.
What are some API changes I need to be aware of?
ERPs should prepare to intake the new API return fields below:
- This field will return “true” if the order is considered a replacement for the original order. This field will not be returned if the order is not a replacement item order.
- This field will return the original Order ID for which the replacement order request was added to a merchant’s store. This field will not be returned if the order is not a replacement item order.
The following API endpoints will be affected:
What if I refund a requested replacement item order?
In the case that the replacement item order is refunded by the merchant or a refund is requested by the customer for any reason, the total cost of the original order associated with the replacement item order will be refunded as well. Replacement item orders are subject to all Wish Policies and related penalties including Refund Policies and Fulfillment Policies.
How do I know if my store has been selected to participate in this program?
The Replacement Item BETA Program is currently a beta program. If you wish to join this program you can reach out to your Account Manager or merchant support at email@example.com.