Frequently Asked Questions about the Advanced Logistics Program (applicable to all destination countries supported)

In this article, we outlined a few frequently asked questions from merchants about the Advanced Logistics Program.

1. How to handle high self-delivery costs and long delivery time in remote areas where no pickup carriers are able to reach?

Currently, the program's designated pickup carriers can provide pickup coverage in more than 30 cities, and will continue to expand coverage areas.

For merchants located in areas where the pickup coverage is not available or not cost-effective, you are advised to leverage the Wish HUB Program, a first-mile logistic program aiming to decrease your delivery cost and improve logistics efficiency. For details about the HUB Program, please refer to the HUB Program FAQ.

2. What if pickup carriers deliver the orders to the Advanced Logistics Program warehouses after the required delivery time and the late arrival fee of additional 50% of the original shipping fee is charged?

For A+ Logistics Program orders released before 12:00 AM Beijing Time on September 6, 2024, you can check if the time period from when the order is released to when the first carrier scan is recorded is less than 72 hours. If so, you may dispute the late arrival fee on WishPost for a reduction or remission. 

For A+ Logistics Program orders released at and after 12:00 AM Beijing Time on September 6, 2024, if a late arrival fee is charged, merchants can appeal for an exemption on WishPost if the time difference between the “order release time” and the “first pickup scan” is less than 48 hours.

3. What if an order of a product from my overseas warehouse inventory is marked as an “Advanced Logistics Program” order?

If a product is part of a merchant's overseas warehouse inventory, but Wish Express hasn't been enabled for this product yet, relevant orders for this product will be marked as "Advanced Logistics Program" orders. In this case, please navigate to WishPost > the Dispute Toolkits page, and submit an online dispute as soon as possible in order to remove this order from the Advanced Logistics Program. On the “Submit Dispute” page, please click “template download” to download the latest template and fill in the relevant Order ID and reason(s) for removal from the program. Wish will review and process your request within 3-4 business days. If approved, the order will be removed from the Advanced Logistics Program, and you may directly dropship related orders to customers afterward. 

4. What if I receive an order marked as “Advanced Logistics Program Order”, but the product itself is not accepted or supported by the program for shipping to the corresponding destination country?

You are advised to review your product’s eligibility in advance for the Advanced Logistics Program. If a product or order is not within the dimension, weight, or category limits supported by the Advanced Logistics Program, please navigate to WishPost > the Dispute Toolkits page, and submit an online dispute as soon as possible in order to remove this product or related orders from the Advanced Logistics Program. On the “Submit Dispute” page, please click “template download” to download the latest template and fill in the relevant “Product ID” / “Order ID”, “Volume”, “Weight”, “Preferred Channel”, and “Product Attribute”. Note that the “Product Attribute” is a required field that you can click on to reveal a drop-down menu for selecting. Wish will review and process your request within 3-4 business days. If approved, the order will be removed from the Advanced Logistics Program, and you may directly dropship related orders to customers afterward.

5. Does the Advanced Logistics Program accept COVID-19 related products?

Currently, most COVID-19 related products are not supported by the Advanced Logistics Program. If you receive an order for such products still, please refer to the following instructions:

1). First, please do not mark the order "shipped". Please navigate to WishPost > the Dispute Toolkits page, and submit an online dispute with the relevant Order ID and Product ID in order to remove the order from the Advanced Logistics Program. Wish will review and process your request within 3-4 business days. If approved, the order will be removed from the Advanced Logistics Program, and you may choose other shipping channels to fulfill the order.

2). If the order is already marked "shipped", please send the Order ID and Product ID to your Account Manager as soon as possible to remove the order from the program. After the order is removed from the program, you will receive a notification on the Merchant Dashboard reminding you to continue fulfilling the order. Now the logistics tracking number can also be updated.

3). If you refund the order, you will be subject to the “Order Cancellation Policy.” 

4). If the order is already delivered to the designated Advanced Logistics Program warehouse, please send the Order ID and Product ID to your Account Manager as soon as possible to remove the order from the Program. After the order is removed from the Program, you will receive a notification on the Merchant Dashboard reminding you to continue fulfilling the order. Now the logistics tracking number can also be updated. In the meantime, you can choose to ship this order using your inventory and then request to retrieve the product backlogged in the warehouse by contacting the warehouse or WishPost Customer Service team.

6. If an Advanced Logistic Program order is delivered to the warehouse but returned to merchants because it is beyond the weight/dimension/category limits, how should I continue fulfilling the order?

1). You are advised to review your products in advance and submit the online dispute via WishPost > the Dispute Toolkits page in order to remove all products that are not within the relevant limit requirements from the Advanced Logistics Program.

2). If the order already arrives at the warehouse, please contact the respective warehouse to return the product.

7. Where can I learn more practical tips about the Advanced Logistics Program?

You can follow the official Wish WeChat account “Wish商户平台" (WishOfficial) to receive the latest information of the Advanced Logistics Program. Alternatively, you can visit the Wish E-commerce College (peixun.wish.com) to access more learning materials.

If you have any other questions, please do not hesitate to contact WishPost Customer Services. We will respond to your request as soon as possible. Your comments and suggestions will be greatly appreciated.