Wish Standards is a robust, comprehensive program that refines performance rewards, offers transparency around merchant expectations, builds customer and merchant trust, and elevates the Wish shopping experience.
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1. What is Wish Standards?
Wish Standards is a significant initiative representing our long-term commitment to reward exceptional merchant performance and increase the overall quality and health of the Wish ecosystem for both merchants and customers. In launching Wish Standards, we are emphasizing our renewed dedication to increasing trust between Wish and both our merchants and customers. We are constantly striving to elevate the Wish experience for all, and Wish Standards is a crucial step in continuing to achieve this.
As a program designed to elevate the Wish shopping experience, Wish Standards supports merchants by providing benefits/perks that may:
- Increase impressions
- Increase revenue
- Build customer loyalty
- Improve brand reputation and recognition
- Improve visibility to consumers
- Offer a competitive commission structure
To help merchants succeed within Wish Standards, the program offers:
- Transparency around store expectations
- Regular store health and performance metrics updates
- Refined merchant rewards (see below for more details)
2. How does Wish Standards work?
Wish Standards uses the following four different tiers (shown from highest to lowest tier) to define performance:
Note: Merchants who have not met the tier rating requirements or who are new to Wish will be “Unrated” rather than see a Wish Standards tier. Similarly, if a merchant has been subject to infractions, intellectual property violations, or poor metrics performance, they may be “Deactivated” (these merchants might be addressed as "At Risk" prior to being deactivated). Please refer to the Troubleshoot section in the article, “How to navigate the Wish Standards Performance Dashboard,” to learn more.
Merchants will be assigned tiers as determined by various criteria, including:
- User feedback ratings
- Order fulfillment rate
- Confirmed fulfillment speed
- Valid tracking rate
- Compliance with Wish policies
- Refund rates
To reach higher tiers, merchants must continuously provide outstanding product quality and customer service by excelling at all of the above-listed criteria. The higher the tier, the better the potential benefits/perks, including:
- Impression boosts
- Discounted commission (see, “15. How do Wish Standards tiers impact commissions charged from merchants?” below for details)
- Premier badge and distinguished “Premier Merchant” tag displaying to customers in the Wish app/Wish.com for merchants in Platinum and Gold tiers (see, “How will Wish Standards affect customers on Wish.com/Wish app?” below for details)
- Higher frequency payment disbursement (see, “How does the Wish Standards Weekly Payment Program work?” below for details)
- Exemption for Advanced Logistics Program orders (applies to merchants based in Mainland China)
Merchants placed in the lowest tier (Bronze) face consequences, such as reduced impressions and commission premium.
Tiers update on the first Sunday (UTC) of every month, with performance and infraction metrics calculated on a rolling 90-day basis.
Note: One exception to the monthly update schedule is if there’s an issued or reversed infraction that results in the leveling up or down of your tier. If this happens, then your tier will update within a couple of business days. Keep in mind, infractions may not always result in a merchant’s tier to level down, just as a reversed infraction may not always result in a merchant's tier to level up.
Merchants may view their tier and performance metrics on the Wish Standards Performance Dashboard in the Merchant Dashboard.
3. How do I join Wish Standards?
Merchants do not need to sign up or take any action to join Wish Standards, as participation is automatic for qualifying merchants. To qualify to join Wish Standards, merchants must reach at least 50 matured orders within the last 90 calendar days. (To qualify for Platinum tier, merchants need to reach--and maintain--at least 100 matured orders within the last 30 calendar days. )
An order is considered a matured order when Wish determines that enough time has elapsed for an accurate assessment of fulfillment status and customer satisfaction. Order maturity time may differ from order to order.
New merchants that join Wish must also reach at least 50 matured orders within a 90 day window to qualify for Wish Standards, as well as validate their merchant store (see Merchant Dashboard > Performance > Wish Standards). Merchants based outside of mainland China and the European Economic Area can learn more about store validation by visiting, “How do I validate my store."
For merchants that do not qualify to join Wish Standards, Wish will evaluate matured order count, and merchants that reach at least 50 matured orders in the 90 calendar days prior to these evaluation dates will automatically join Wish Standards. (Be sure to regularly check the Performance Dashboard “Matured orders” section to keep an eye on progress made.)
4. How do I raise my Wish Standards tier?
By improving performance in all aspects, including improving user feedback ratings, refund rates, order fulfillment rate, fulfillment speed, valid tracking rate, compliance with Wish policies, or other criteria related to merchant performance, merchants may raise their Wish Standards tier.
Overall, your Wish Standards tier increases (or remains high) as a result of sustained, high-quality performance over time.
Please note that a merchant's Wish Standards tier will not update if there are less than 50 matured orders within the last 90 calendar days at the time ratings are calculated.
5. How will I know if my tier changes?
As answered above in question 2, tiers update the first Sunday (UTC) of every month (or within a couple of business days if impacted by an issued/resolved infraction), with performance and infraction metrics calculated on a rolling 90-day basis. Merchants can refer to their Merchant Dashboard Wish Standards Performance Dashboard to review tier placement and will be notified via email/notification when/if their tier levels up or down.
Also, a banner will appear at the top of the Wish Standards Performance Dashboard relaying the reason for any tier impact. Banners include the following:
Matured Orders did not meet the requirement
Platinum tier merchant levels down as it no longer meets a Platinum requirement
Infractions impact merchant tier level
Wish adjusted your tier up (learn more about this in the question below, "Why do the metrics not align with the tier?")
To learn more about the Wish Standards Performance Dashboard, see the article, “How to navigate Wish Standards Performance Dashboard."
6. How is it determined for the banner “Your tier didn’t update in the last cycle” to appear on the Wish Standards Performance Dashboard?
This banner appears when a merchant’s tier does not update on the regularly scheduled tier update date because the merchant’s 90 calendar day matured order count is less than 50 orders.
The banner will display until the merchant’s tier updates in any of the following scheduled tier updates.
Matured orders will show the 90 days matured orders in red with a warning symbol when the matured order count is less than 50 orders:
This treatment is applied only after the tier is not updated, and it will continue to be applied each time the order count is less than 50, until the next scheduled tier update when the merchant qualifies for a tier update.
7. Why do the metrics not align with the tier?
Wish will sometimes adjust performance metrics (specifically Product rating, Product quality refund, Logistics refund, Confirmed fulfillment speed, and Order fulfillment rate), which might impact the merchant’s tier.
These metrics and tier adjustments are always up and never down (e.g., a merchant's metrics may result in a Silver tier, but a post-metrics adjustment may level up the merchant to a Gold tier).
The metrics reflect the unadjusted values, but a merchant will know when this happens by a black banner that says, “Wish adjusted your tier up,” and (if applicable) a leveled-up tier.
Below is an example of what a Wish-adjusted tier looks like:
8. How can I dispute my Wish Standards tier rating/metrics if I do not agree?
Only particular metrics and infractions may be disputed. Find instructions on how to dispute those particular performance metrics and infractions in the article, “How to dispute a Wish Standards' metric or infraction."
9. How will Wish Standards affect users on Wish.com/Wish app?
When viewing a product listing or merchant store page from a Gold or Platinum merchant on the Wish app or Wish.com, users will see a premier badge and a “Premier Merchant” tag on these pages. The badge and tag indicate that the merchant provides outstanding user experiences, which in turn allows the user to shop with confidence.
Please note that all user-facing examples that follow are subject to change.
Merchant store page example:
Merchant product display page example. (When users click on the Premier Merchant tag, it opens a window with more information about Premier Merchants.):
Users will expect quality products, fast shipping, and overall high user satisfaction rates from merchants displaying this badge and tag. As such, Wish will continue to highlight Premier Merchants in new ways as we evolve our app designs.
10. Can I opt out of Wish Standards?
No, participation in Wish Standards is automatic, once merchants qualify. Please see the question above, How do I join Wish Standards? for information on how to qualify.
11. How does the Wish Standards Weekly Payment Program work?
The Wish Standards Weekly Payment Program benefit (subject to Payment Eligibility terms) increases payment disbursement frequency by paying Platinum tier merchants every week rather than on the 1st and 15th of each month (which is the standard disbursement schedule).
Disbursements are initiated weekly (usually every Tuesday (Pacific Time)), and upon making a payment disbursal to a Platinum tier merchant, it may take 3-5 business days for the funds to arrive in merchants’ bank account or payment provider’s account.
Any merchant assigned a Platinum tier is automatically enrolled in the Wish Standards Weekly Payment Program and remains in the program for as long as they maintain their Platinum tier. Merchants in the Wish Standards Weekly Payment Program benefit see funds arrive to its merchant’s bank account or payment provider’s account in 3-5 business days.
All merchants should set up a payment provider in Merchant Dashboard, if one has not already been set up. For Platinum tier, setting up a payment provider will help ensure a smooth transition to the Wish Standards Weekly Payment Program.
For instructions on how to set up a payment provider, go to the Help Center article, “Updates to Payment Settings - FAQs.”
12. How are other Wish payment programs impacted by the Wish Standards Weekly Payment Program benefit?
Merchants participating in other Wish payment programs--namely Early Payment and/or the weekly payment disbursement pilot program--should read below to learn more:
- Early Payment: The Early Payment program ended at 12:00 AM on May 6, 2022 UTC.
- Weekly payment disbursement pilot program (previously applicable to a small number of select merchants using PayPal and Payoneer): This program ended when the Wish Standards Weekly Payment Program benefit went into effect on February 22, 2022 UTC.
- Platinum tier: Merchants assigned a Platinum tier automatically moved to the Wish Standards Weekly Payment Program benefit.
- Gold, Silver and Bronze tiers: Merchants assigned a Gold, Silver, or Bronze tier reverted to the standard payment disbursement schedule of the 1st and 15th of every month.
13. How are infractions handled for Wish Standards?
As of February 22, 2022, monetary infractions are no longer issued for infractions. Instead, infractions are reflected in Wish Standards' performance metrics. For example, poor/low Wish Standards' performance metrics may have potential negative impacts on a merchant’s tier level and ultimately the benefits tied to that tier. Merchants continue to be required to adhere to the Wish Merchant Terms of Service and Agreement and Wish Policies, and may be subject to other remedies available to Wish under those terms or policies, including as set forth in Section 13 of the Merchant Terms of Service and Agreement.
Merchants can also view (and dispute) infractions by going to Merchant Dashboard > Infractions and choosing from the infraction types listed (i.e., Policy Infractions, Intellectual Property, and Temporary Restraining Order).
Any issued/resolved infractions that may impact tier level (up or down) are an exception to the standard monthly tier update schedule, so merchants may see a tier update within a couple of business days. (Keep in mind, infractions may not always result in a merchant’s tier to level down, just as a reversed infraction may not always result in a merchant's tier to level up.)
Please note that merchants are responsible for any infraction penalties issued to them prior to the date of February 22, 2022, when this change went into effect, as per Wish terms and policy.
14. Are there any exceptions and/or clarifications to the deprecation of monetary infraction penalties?
Exceptions to the deprecation of monetary infraction penalties include charges tied to the Advanced Logistics program, as stated in the Merchant Policy, Fulfillment. In addition, Wish still has the right to withhold merchant payments and may seek all other remedies available to Wish under the Wish Merchant Terms of Service and Agreement and Wish policies, including as set forth in Section 13 of the Merchant Terms of Service and Agreement.
15. How do Wish Standards tiers impact commissions charged from merchants?
Starting June 28, 2022 12:00 AM UTC, a redesigned progressive commission structure applies to all orders shipped within or to the European Union (EU). This updated progressive commission structure determines each EU-bound order’s commission based on various factors, including a merchant’s Wish Standards tier. Platinum and Gold tier merchants enjoy the most competitive commission structure compared to Silver, Bronze, and below tier merchants.
Wish is actively working to apply a similarly redesigned commission structure globally throughout 2022, so we strongly encourage that merchants improve to or maintain Platinum or Gold Wish Standards tier to benefit from advantageous commission structure. Learn more about the redesigned progressive commission structure and see example calculations here.