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.
In order to further help merchants improve their logistics performance on Wish, the program will update the refund requirements, effective June 1, 2022 10:00AM Beijing Time. Please see Question 1 below for details.
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 Great Britain, South Korea, and Italy. 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 before June 1, 2022 10:00AM 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 72 hours (i.e., 3 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 48 hours (i.e., 2 calendar days) of the time the orders are released to merchants.
As long as merchants meet one of the above delivery timeline requirements, 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 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 the 4 months after the corresponding shipping orders created in WishPost.
- Merchants create 10 or more WishPost shipping orders for their Advanced Logistics Program orders bound for one destination country in one month.
For WishPost shipping orders created on and after June 1, 2022 10:00AM 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., 2 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., 1 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 4 calendar months after the corresponding shipping orders created in WishPost.
- Merchants create 10 or more WishPost shipping orders for their Advanced Logistics Program orders bound for one destination country in one calendar month.
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. If I’m interested in participating in Advanced Logistics Refund Assurance, how do I enroll?
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, only merchants with Platinum or Gold tier status are eligible for getting the logistics refunds. Therefore, we strongly encouraged WishPost merchants to improve their Wish Standards ratings and maintain or reach Platinum or Gold tiers in order to be eligible.
3. How can I 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, starting June 1, 2022 10:00AM Beijing Time, merchants are required to correctly declare sensitive or special products and maintain or reach Platinum or Gold tiers in order to be eligible for the logistics refunds.
As such, we strongly encourage merchants to deliver their Advanced Logistics Program orders as early as possible, correctly declare sensitive or special products 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.
Comments
0 comments
Please sign in to leave a comment.