Advanced Logistics Refund Assurance FAQ (applicable to eligible Advanced Logistics Program orders)

To help mitigate the impact of refunds on Advanced Logistics Program orders, particularly if refunds are a result of issues or delays caused by the Advanced Logistics Program itself, WishPost launches Advanced Logistics Refund Assurance. Specifically, Advanced Logistics Refund Assurance may issue a certain amount of logistics refunds to merchants based on a certain percentage by evaluating a few factors related to their Advanced Logistics Program orders. 

Note that Advanced Logistics Refund Assurance is not applicable for logistics refunds or delays due to law and regulation adjustments, force majeure, natural disasters, and social anomalies.

Currently, the program is only available to all Advanced Logistics Program orders bound for France, Great Britain, South Korea, and Italy. Starting December 1, 2022, 10:00 AM Beijing Time, the program will also support Advanced Logistics Program orders bound for Canada, Germany, and the United States. We may expand to support more destination countries as the Advanced Logistics Refund Assurance program grows, and will promptly notify merchants of any updates.

This article walks participating merchants through some commonly asked questions.

1. How does Advanced Logistics Refund Assurance work?

Advanced Logistics Refund Assurance aims to protect merchants against refunds that are outside of merchants’ control and encourage merchants to improve their logistics performance on Wish. The program will calculate and issue a certain amount of logistics refunds to merchants, if they meet all of the program’s refund requirements:

For WishPost shipping orders created between June 1, 2022, 10:00 AM Beijing Time and August 1, 2022, 10:00 AM Beijing Time, the refund requirements are as the following:

•  One of the following delivery timeline requirements are met:

a. Corresponding Advanced Logistics Program orders are delivered and scanned into the correct  Advanced Logistics Program warehouse or HUB transit warehouse (for merchants leveraging the HUB Program) within 48 hours (i.e., two calendar days) of the time the orders are released to merchants.

b. Corresponding Advanced Logistics Program orders are picked up by Wish-supported pick-up carriers (Yanwen, Wise, or STO Express for merchants leveraging the HUB Program) within 24 hours (i.e., one calendar day) of the time the orders are released to merchants.

• Sensitive or special products within the Advanced Logistics Program are correctly declared in WishPost, as required by Merchant Policy.

As long as merchants meet one of the above delivery timeline requirements and correctly declare sensitive or special products in WishPost, the corresponding WishPost shipping orders will be marked with a “This shipping order is eligible for the Logistics Refund Assurance” flag on the Order details > Search Orders page in WishPost. 

• Merchants maintain or reach Platinum or Gold Wish Standards tiers.
• The Advanced Logistics Program orders are refunded with requests “Shipping taking too long”, “Item did not arrive”, or “Item marked delivered but user did not receive it” within four calendar months after the corresponding shipping orders created in WishPost.
• Under one store account, merchants create 10 or more WishPost shipping orders for their Advanced Logistics Program orders bound for one destination country in one calendar month.

For WishPost shipping orders created on and after August 1, 2022, 10:00 AM Beijing Time, the assurance requirements are as the following:

• The Advanced Logistics Program orders are bound for France, Great Britain, South Korea, and Italy.
• One of the following delivery timeline requirements are met:

a. Corresponding Advanced Logistics Program orders are delivered and scanned into the correct Advanced Logistics Program warehouse or HUB transit warehouse (for merchants leveraging the HUB Program) within 48 hours (i.e., two calendar days) of the time the orders are released to merchants.

b. Corresponding Advanced Logistics Program orders are picked up by Wish-supported pick-up carriers (Yanwen, Wise, or STO Express for merchants leveraging the HUB Program) within 24 hours (i.e., one calendar day) of the time the orders are released to merchants.

• The Advanced Logistics Program orders are for general and special products. In addition, special products within the orders are correctly declared in WishPost, as required by Merchant Policy.
• The Advanced Logistics Program orders are fulfilled via A-Super STANDARD (otype: 5002-1) WishPost logistics channels.

As long as merchants meet all four of the requirements above, the corresponding WishPost shipping orders will be marked with a “This shipping order is eligible for the Logistics Refund Assurance” flag. To view the eligible shipping orders, please navigate to the Order details > Search Orders page in WishPost.

• Merchants’ stores maintain or reach Platinum or Gold Wish Standards tiers.
• The Advanced Logistics Program orders are refunded with reasons “Shipping taking too long”, “Item did not arrive”, or “Item marked delivered but user did not receive it” within four calendar months after the corresponding shipping orders are created in WishPost.
• Under one store account, merchants create 10 or more WishPost shipping orders for their Advanced Logistics Program orders bound for one destination country in one calendar month.

If merchants meet all the seven requirements above, Advanced Logistics Refund Assurance will calculate and issue a certain amount of logistics refunds to merchants. In addition, for merchants who meet all the requirements from No. 1 to No. 6, the program will offer Wish Standards’ performance metrics exemption for their qualified orders. Specifically, the qualified Advanced Logistics Program orders will be exempted from the calculation of the store’s Logistics refund performance metrics.

For WishPost shipping orders created on and after December 1, 2022, 10:00 AM Beijing Time, the assurance requirements are as the following:

			Advanced Logistics Program orders NOT fulfilled via Uni-Inventory’s general outbound requests		Advanced Logistics Program orders fulfilled via Uni-Inventory’s general outbound requests
1	Destination		Canada, France, Germany, Great Britain, Italy, South Korea, and the United States
2	Delivery timeline		Corresponding Advanced Logistics Program orders are delivered and scanned into the correct Advanced Logistics Program warehouse or HUB transit warehouse (for merchants leveraging the HUB Program) within 48 hours (i.e., two calendar days) of the time the orders are released to merchants. OR Corresponding Advanced Logistics Program orders are picked up by Wish-supported pick-up carriers (Yanwen, Wise, or STO Express for merchants leveraging the HUB Program) within 24 hours (i.e., one calendar day) of the time the orders are released to merchants.		Corresponding general outbound requests of Advanced Logistics Program orders are created in WishPost (for merchants creating general inbound requests to the Uni-Inventory Program) within four hours of the time the orders are released to merchants. OR Corresponding Advanced Logistics Program orders are delivered and scanned into the correct Advanced Logistics Program warehouse within 48 hours (i.e., two calendar days) of the time the orders are released to merchants. OR Corresponding Advanced Logistics Program orders are picked up by Wish-supported pick-up carriers (Yanwen,or Wise) within 24 hours (i.e., one calendar day) of the time the orders are released to merchants.
3	Product type		General and special products (Note that special products within the orders need to be correctly declared in WishPost, as required by the Merchant Policy.)
4	Logistics channel		A-Super STANDARD (otype: 5002-1) WishPost logistics channel
As long as merchants meet all the four requirements above, the corresponding WishPost shipping orders will be marked with a “This shipping order is eligible for the Logistics Refund Assurance” flag. To view the eligible shipping orders, please navigate to the Order details > Search Orders page in WishPost.
5	Wish Standards’ tier		Platinum or Gold		All tiers, i.e., Platinum, Gold, Silver, or Bronze
6	Refund reason		The Advanced Logistics Program orders are refunded with reasons “Shipping taking too long,” “Item did not arrive,” or “Item marked delivered but user did not receive it” within four calendar months after the corresponding shipping orders are created in WishPost.
If merchants meet all of the six requirements above, Advanced Logistics Refund Assurance will offer Wish Standards’ performance metrics exemption for their qualified orders. Specifically, the qualified Advanced Logistics Program orders will be exempted from the calculation of the store’s Logistics refund performance metrics.
7	WishPost shipping order quantity			Under one store account, merchants create 10 or more WishPost shipping orders for their Advanced Logistics Program orders bound for one destination country in one calendar month.
If merchants meet all of the seven requirements above, Advanced Logistics Refund Assurance will calculate and issue a certain amount of logistics refunds to merchants.

 

On a monthly basis starting January 2022, Advanced Logistics Refund Assurance will calculate and issue a certain amount of logistics refunds to merchants’ WishPost accounts based on a certain percentage by evaluating a few factors, including but not limited to the following:

• The number of Advanced Logistics Program orders bound for one country that merchants have in one month;
• The shipping fee merchants paid for all eligible refunded Advanced Logistics Program orders bound for one country.

2. How can merchants participate in Advanced Logistics Refund Assurance?

Advanced Logistics Refund Assurance is available to all WishPost merchants who automatically gain access to this program at no additional cost. As long as merchants meet the refund requirements described above, Advanced Logistics Refund Assurance will calculate and issue a certain amount of logistics refunds to merchants.

Note that for WishPost shipping orders created on and after June 1, 2022, 10:00AM Beijing Time, merchants need to maintain or reach certain Wish Standards’ tiers in order to be eligible for logistics refunds. Therefore, we strongly encourage WishPost merchants to improve their Wish Standards' ratings and maintain or reach higher tiers in order to be eligible.

3. How can merchants have more Advanced Logistics Program orders protected by Advanced Logistics Refund Assurance?

As illustrated above, the earlier merchants deliver their Advanced Logistics Program orders and the more Advanced Logistics Program orders they have, the more Advanced Logistics Program orders might be protected by the Advanced Logistics Refund Assurance. In addition, merchants are required to maintain or reach certain Wish Standards’ tiers in order to be eligible for the logistics refunds.

Starting August 1, 2022, 10:00 AM Beijing Time, even if merchants (under one store account) do not have 10 or more WishPost shipping orders for their Advanced Logistics Program orders bound for one destination country in one calendar month, they can still be protected by the program. As long as they meet all the other six requirements (noted in No. 1 to No. 6 above), their qualified Advanced Logistics Program orders can be exempted from the calculation of the store’s Logistics refund performance metrics.

As such, we strongly encourage merchants to deliver their Advanced Logistics Program orders as early as possible, and maintain and improve their Wish Standards ratings in order to take advantage of Advanced Logistics Refund Assurance.

4. Are those re-released Advanced Logistics Program orders also eligible for the program?

Yes, re-released Advanced Logistics Program orders can still be eligible for Advanced Logistics Refund Assurance, if the Advanced Logistics Program order is re-released due to merchants cancelling the tracking (i.e., the re-released order is shown with a “Tracking Number Cancelled” flag on the Merchant Dashboard Orders > Unfulfilled Orders page) and the requirements mentioned above are met according to the re-released date of the order.