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 represents our long-term commitment to reward exceptional merchant performance and increase the overall quality and health of the Wish ecosystem for everyone. The program emphasizes 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 are assigned “Unrated” rather than 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 “Wish Standards Overview” to learn more.
Merchants are assigned tiers as determined by various criteria, including:
- Average user rating
- Order fulfillment rate
- Product quality refund
- Confirmed fulfillment speed
- Valid tracking rate
- Compliance with Wish policies
- Logistics refund
- Underperforming products
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 question 14 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 question 9 for details)
- Higher frequency payment disbursement (see question 14 for details)
- Merchant Promotions Platform access and eligibility
- Exemption from Advanced Logistics Program orders (applies to merchants based in Mainland China)
- Higher free threshold amounts and lower Listing Fees (effective early 2024, see Listing Fees FAQs)
Merchants placed in the lowest tier (Bronze) face consequences, such as reduced impressions and commission premium.
Tiers update monthly, 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 30 matured orders within the last 90 calendar days. (To qualify for Platinum tier, merchants need to reach--and maintain--at least 50 matured orders within the last 30 calendar days or $1,000 in gross merchandise value.)
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 30 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 how to verify your store.
For merchants that do not qualify to join Wish Standards, Wish evaluates matured order count, and merchants that reach at least 30 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: customer 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 does not update if there are less than 30 matured orders within the last 90 calendar days at the time ratings are calculated.
For an in-depth look at performance, under Performance Metrics click on “View details” for that particular metric (as shown below).
5. How do I know if my tier changes?
As answered above in question 2, tiers update monthly, with performance and infraction metrics calculated on a rolling 90-day basis. Merchants can refer to their Wish Standards Performance Dashboard to review tier placement, and they are notified via email/notification when/if their tier levels up or down.
Also, a banner (like this one below) appears at the top of the Wish Standards Performance Dashboard relaying the reason for any tier impact.
Banner messaging includes 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 question 7)
Learn more about the Wish Standards Overview.
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 30 orders.
The banner displays until the merchant’s tier updates in any of the following scheduled tier updates.
Matured orders show the 90 days matured orders in red with a warning symbol when the matured order count is less than 30 orders.
This treatment is applied only after the tier is not updated, and it continues to be applied each time the order count is less than 30, 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 knows when this happens by a black banner that says, “Wish adjusted your tier up,” and (if applicable) a leveled-up tier.
8. How can I dispute my Wish Standards tier rating/metrics if I do not agree?
Only particular metrics and infractions may be disputed. Read instructions on how to dispute those performance metrics and infractions.
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, customers see a premier badge and a “Premier Merchant” tag on these pages. The badge and tag indicate that the merchant provides outstanding customer experiences, which in turn allows the customer to shop with confidence.
Please note that all customer-facing examples that follow are subject to change.
Merchant store page example:
Merchant product display page example. (When customers click on the Premier Merchant tag, it opens a window with more information about Premier Merchants.):
Customers 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 how to qualify.
11. How does the Wish Standards Weekly Payment Program work?
The Wish Standards Weekly Payment Program is a specific benefit for Platinum tier that (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 three to five 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 three to five 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 helps 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 infractions handled for Wish Standards?
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 listed infraction types.
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.)
13. 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.
14. How do Wish Standards tiers impact commissions charged from merchants?
Commission structures apply to all orders shipped within or to the European Union (EU) and to non-EU destinations. (See lists of EU and non-EU destinations as defined by Wish.) These commission structures determine each order’s commission based on various factors, including a merchant’s Wish Standards' tier.
Wish strongly encourages merchants to improve to or maintain a Platinum or Gold Wish Standards' tier to benefit from any commission structure advantages.
Learn more about progressive commission structures and see example calculations.