The Wish Returns Program supports merchants in reducing non-logistics-related refund rates and reclaim refunded products for future sales. Specifically, data has shown that merchants participating in the Wish Returns Program have 30% less post-delivery refund rate than those not participating in the program.
Currently, merchants with a European return address may enroll their products for returns from European customers. 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 Returns Program for Europe. Merchants may read more information about the program overview here.
1. What information do I need to provide in order to enroll my products in the Wish Returns Program for Europe?
To enroll products into the Wish Returns Program for European orders and returns, merchants must provide the following information:
- A Europe-based return warehouse address, phone number, and email address.
- Logistics information per product:
- Length: ≤ 100cm (39in)
- Width: ≤ 50cm (20in)
- Height: ≤ 50cm (20in)
- Weight: ≤10kg (22lb)
Once products are enrolled for returns, European 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 European 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.
2. What products are eligible for the Wish Returns Program for Europe?
Products with logistics information in Wish are eligible for the Wish Returns Program. For European return, merchants can have a return warehouse in any of the European countries listed in No.3 “Which European countries does the Returns Program support?” Q&A below, in order to receive returns from customers based in any of the European countries listed in the same Q&A section below (note that the list of European countries that merchants can set up return warehouse in is different from the list of order-originating European countries that customers can return products from). There's no need for a merchant's return warehouse country to completely match an order-originating country in order for returns to be enabled for European orders.
3. Which European countries does the Returns Program support?
The Wish Returns Program supports merchant return warehouses within the following European countries:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Great Britain, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, and Switzerland.
The Wish Returns Program supports returns from customers who are located in the following European countries:
Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Spain, Sweden, The Netherlands, and the United Kingdom.
In order to participate in the EU Returns Program, merchants need to have a return address in the supported countries listed above. In addition, customers also need to be based in the countries on this list in order to return their products.
4. How do I enable returns for my products?
Merchants may consult this FAQ article for a step-by-step walkthrough of enabling returns manually and via API.