Given recent changes in our existing 3rd party logistics vendor and the launch of a new return program for Europe later this year, the current Wish Return Program for Europe will be paused, effective May 14, 2022 12:00AM UTC.
As such, merchants will no longer be able to enroll products into the current Wish Return Program for Europe on Merchant Dashboard or via API, starting May 14, 2022 12:00AM UTC. In addition, for products that are already enrolled for European returns, merchants will no longer be able to edit the return settings.
We will promptly notify merchants of any updates about the program. Please contact the Account Manager for any questions.
The Wish Return Program supports merchants in reducing non-logistics-related refund rates and reclaiming refunded products. Specifically, data has shown that merchants participating in the Wish Return Program have 30% lower post-delivery refund rate than those not participating in the program.
Additionally, we have expanded the Wish Return Program to provide comprehensive return infrastructure to merchants who are participating in the Merchant Managed Return Program. Specifically, for merchants with access to the Merchant Managed Return Program, if they have any return requests authorized by Wish, Wish will automatically enroll them in the Wish Return Program (applicable to merchants participating in Merchant Managed Return Program only). As part of the program, we offer prepaid return label solutions and Wish Return Facility in certain destination countries.
For merchants who currently do not have access to the Merchant Managed Return Program, if they have a U.S., European, or Mexico return address, they may enroll their products for returns from U.S., European, or Mexican customers, respectively.
If a customer requests a refund based on one of the eligible reasons, the customer will be asked to return the product to the specified return address. This article walks merchants through some commonly asked questions about the Wish Return Program overall, applicable to all supported countries and regions. Merchants may read more details about each supported country or region in the separate FAQ articles linked below:
- Wish Return Program for the United States
- Wish Return Program for Mexico
- Wish Return Program for Europe
What products are eligible for this program?
Products with logistics information in Wish are eligible for the Wish Return Program. Currently, enrolled products that are shipped to the United States, Mexico, and certain European countries will be eligible for return. More details can be found in the FAQ articles below for each supported country or region:
- Wish Return Program for the United States
- Wish Return Program for Mexico
- Wish Return Program for Europe
What information do I need to provide in order to enroll my products in this program?
To enroll products into the Wish Return Program, merchants must provide a return warehouse address and products’ logistics information. Merchants may view more information required for each supported country or regions in the following FAQ articles:
- Wish Return Program for the United States
- Wish Return Program for Mexico
- Wish Return Program for Europe
Once products are enrolled for returns, U.S., Mexico, or EU customers who request refunds based on one of the eligible reasons (for example, quality-related issues) will be required to return the enrolled product to the merchant's U.S., Mexico, or EU 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.
How do I enable returns for my products?
Merchants are able to enable Returns either manually on Merchant Dashboard or via API.
**Enable Returns on Merchant Dashboard**
On the Merchant Dashboard, navigate to the Products > View All Products page.
Merchants have the option to either enroll products for Returns individually, or in bulk. Note that if merchants use the bulk-enroll option, this will update the Returns settings for all of their eligible products with logistics information, including any that are already enrolled for Returns. If merchants use the bulk-enroll option for the U.S. returns, only the U.S. returns settings for their products will be updated; similar logic applies to MX and EU returns. See below “Enabling Returns for products in bulk” on how to use the bulk-enroll option.
Enabling Returns for products individually
1. On the Merchant Dashboard, navigate to Products > View All Products. For the product that you would like to enroll in the Return Program, click “Enroll” under the “Returns Enrolled column:
2. Then you’ll be directed to the Wish Return Program Terms of Service page. Click “Agree” to continue:
3. If you have not yet added logistics information for the product, you will be prompted to do so next. You can enter logistics information either manually for the selected product, by uploading CSV for multiple products, or by using API to upload for multiple products. You can learn more about how to add logistics information for your products in this FAQ here.
Note that products that exceed a specific logistics requirement are not returnable through Wish. You will still be able to save the logistics information, but you will receive a warning message in Step 4 below, and you won’t be able to proceed with enrolling the product into the Return Program. Please see “What information do I need to provide in order to enroll my products in this program?” section above for detailed logistics requirements. Once all information is filled out, please click the “Save and Next” button.
4. Next, you’ll be prompted to enter the return warehouse address. Select a region of your return warehouse, and fill out the rest of the information:
If the logistics information you entered in Step 3 above exceeds the requirements for each supported country/regions, you’ll receive a warning message after filling out the address for your return warehouse on this page (see the example screenshot below for EU returns):
5. After you correctly enter your return warehouse address, you’ll be able to review the return warehouse address and select one for your EU, MX, or U.S. returns. You also have the option to add new return warehouse on this page as you’re able to enroll one product for multiple return warehouses:
Note that Wish also provides merchants with a return label estimate on this page, so you are aware of the approximate fees that will be deducted from your account balance per customer return. Click “Save and Next” to proceed.
6. Your product now has returns enabled! The next page will show you a summary of the product logistics information, a return label estimate, and the corresponding return warehouse address for your review:
You’re also able to access the above summary page for your product by navigating to Products > View All Products and select “View” under the “Returns Enrolled” column for the product you’ve already enrolled into the Wish Return Program:
Alternatively, you can also navigate to the “Actions” column on the right-hand side, click on “Actions” dropdown and select “View returns setting” to view the same information above:
Enabling Returns for products in bulk
From your “View return setting” view above, navigate to the “Warehouse Address” section, and click “Edit”:
In the next step, select the return warehouse address you would like to use for enrolling all of your eligible products with logistics information, including any that are already enrolled for the Return Program. Simply click the “Apply this warehouse for all my eligible products” checkbox:
Click “Save and Next”, and confirm your update in the popup modal that follows by clicking “Submit”:
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.
**Enable Returns via API**
Merchants are also able to carry out the above tasks via API. API endpoints to intake are:
- /api/v2/returns/set-product-logistics
- SET product returns-related logistics info (length, width, height, weight)
- Can set product-level logistics info
- Can set variation-level logistics info
- /api/v2/returns/get-product-variation-dimensions
- GET product logistics info
- Can get product-level logistics info
- Can get variation-level logistics info
- /api/v2/returns/enroll-product-in-returns
- SET enroll product in returns
- Updates product return settings
- /api/v2/returns/get-product-return-settings
- GET product return settings
- Where returns is enabled, shows which warehouses are associated with the product
- /api/v2/returns/get-all-warehouses
- GET all return warehouses
- /api/v2/returns/create-return-warehouse
- SET create return warehouse
- /api/v2/returns/edit-return-warehouse
- SET edit return warehouse
- /api/v2/returns/disable-return-setting-for-region
- SET disable product in returns
- A product that has previously been enrolled will be unenrolled
The above external API will help merchants more easily leverage the Wish Return Program to provide the best customer experience and improve logistics efficiency. Learn more about these API updates in the Returns API documentation here.
How do I view my pending Returns?
On the Merchant Dashboard, navigate to Orders > Returns:
The Returns page allows you to view the status of each customer return, and filter by Refunded returns and Pending returns:
In addition, by clicking on the number under the “Return Id” column, you are directed to a Returns Details page, where you can view the history or the detailed status of the return:
Note that for the “Confirmed Shipment” section under “History”, you may see two legs of Tracking ID (Tracking ID 1 and Tracking ID 2). When the customer and merchant warehouse are located within the same country, you’ll only see 1 leg of tracking (as shown in the screenshot example above). When the customer and merchant warehouse are located in different countries (in the case of EU returns), Tracking ID 1 indicates shipment from the customer to a Wish-operated consolidation center; and Tracking ID 2 indicates shipment from the consolidation center to the merchant’s return warehouse address. The turnaround time between these two legs of shipment is approximately 1-2 business days.
How do I open a dispute for customer return fraud?
From the Orders > Returns page, click on Actions > Open Dispute for the returned order that you intend to dispute:
In the dispute form that follows, provide all required information and click “Submit”:
Please allow up to a few days for a Wish representative to review your dispute and reply.
How do I unenroll my products from the Wish Return Program?
You may unenroll your products from the Wish Return Program either manually or via the API /api/v2/returns/disable-return-setting-for-region.
To unenroll products from the Return Program manually, please visit the Products > View All Products page of your Merchant Dashboard, navigate to the “Actions” column on the right-hand side of the product you’d like to unenroll, click on the “Actions” dropdown menu, and select “View returns setting”:
On the page that follows, click the “Disable Returns” button for this product that’s currently enrolled in the Return Program:
Click “Confirm” on the popup modal after you confirm you’d like to disable returns for this product (i.e. unenroll this product from the Return Program):
This product is now unenrolled from the Return Program (i.e. “Returns Disabled”):
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