How to dispute a Wish Standards’ metric or infraction

Dispute a performance metric

If a merchant believes data inaccurately measures performance, then a performance metric may be adjusted by disputing at the order or infraction level. (While not all metrics are disputable, abilities to dispute additional metrics will be shared in the coming months.)

Unless otherwise noted, merchants have 90 calendar days from the time when the infraction is issued to raise a dispute and have that dispute approved by Wish.

To dispute a performance metric, go to the Merchant Dashboard and follow these steps: 

Order fulfillment rate

Dispute requirements: Only orders cancelled by the merchant can be disputed; when a merchant cancels an order, an order cancellation infraction is issued. (See the Merchant Policy, Fulfillment.)

Steps to dispute:

1. Go to Orders > History 
2. Click the Order ID up for dispute; this opens the Order Details page
3. Under the Infractions section, click on Action > “Dispute” 

Valid tracking rate

Dispute requirements: The order must not be confirmed fulfilled and the merchant must have valid tracking information and proof. Merchants have 90 calendar days from the order released date to raise a dispute and have that dispute approved by Wish. 

For steps on how to dispute a valid tracking rate infraction, see the Help Center article, “How do I dispute a tracking issue."

Confirmed fulfillment speed

Dispute requirements: The order must be updated with Confirmed Fulfillment Date and the merchant must have proof of fulfillment speed (i.e., link to the carrier’s site to include tracking information or a screenshot of the tracking information from the carrier’s site). (See the Merchant Policy, Fulfillment.)

For steps on how to dispute a fulfillment speed infraction, see the Help Center article, “How do I dispute a tracking issue."

Refunds (Product quality & Logistics)

Dispute requirement: Merchants can no longer raise a refund dispute against the same order if the dispute has been rejected 3 times by Wish. Refund disputes do not adhere to the 90 day limitation for raising a dispute. (See the Merchant Policy, Refund Policy, for overall Wish Refund Policy details.)

Steps to dispute:

1. Go to Orders > History
2. Click the Order ID up for dispute to open the Order Details page 
3. Locate the Refund Details section at the bottom of the page
4. Click “File Dispute” in the Responsibility column to dispute the issued refund

Dispute an infraction

Merchants have 90 calendar days from the time when the infraction is issued to raise a dispute and have that dispute approved by Wish.

If a dispute is successfully resolved, then the infraction will be reversed.

To dispute an infraction, go to the Merchant Dashboard and follow these steps: 

Misleading tracking infraction, Order cancellation, Unfulfilled order, and Late confirmed fulfillment

1. Go to Orders > History 
2. Click the Order ID up for dispute; this opens the Order Details page
3. Locate the Infractions section and click “Dispute”

Prohibited products, Misleading listings, Intellectual property infringement, and Material listing change infractions

1. Go to Infractions > Policy Infractions
2. Find the specific infraction and click “View” 
3. Choose “Dispute Infraction” at the bottom of the page 

Repeat intellectual property infringement infraction: Please contact your account manager.