For merchants who have access to the Merchant Managed Return Program, they can set up their own return policies and select return authorization types per destination country.
The article walks merchants through some frequently asked questions about Returns Accepted in Apparel Items to help merchants select appropriate return policies for apparel items.
1. What are apparel items?
Apparel, Women’s clothing, and Men’s clothing are all examples of apparel items. If merchants are unsure about whether a product is an apparel item, please contact General Support.
2. What return policies can be set for apparel items?
As required by Wish’s customer-facing Apparel Return Policy, most apparel items are returnable within the 30 calendar days after delivery. Therefore, if merchants are selling apparel items to all/some destination countries, merchants are required to set returnable policies, i.e., Free 30 day returns accepted/Prepaid 30 day returns accepted, for those destination countries.
For apparel items that don't comply with Wish’s customer-facing Apparel Return Policy, Wish will automatically apply the Wish Auto Review (Override) policy to override merchants’ return policy and authorization setting. In other words, Wish will view relevant return requests in the best interest of customers and merchants.
To provide better customer service and shipping experience to customers, we strongly encourage merchants to set customer-friendly return policies if they are selling apparel items.
3. What if I set up “Returns not accepted” for apparel items?
Once again, merchants are required to set returnable policies for their apparel items to comply with Wish’s customer-facing Apparel Return Policy.
If merchants sell apparel items and select “Returns not accepted” for all/some destination countries, Wish will automatically override this setting for apparel items according to the Returns Accepted on Apparel Items policy. In other words, Wish will review and authorize relevant return requests in the best interest of customers and merchants.
4. What if customers return apparel items in unacceptable conditions?
Apparel products with the below conditions can be considered unacceptable conditions:
- Products returned in worn condition
- Products without all original packaging, tags, documentation and certificates of authenticity (where applicable)
- Products that are resized, altered, or otherwise damaged after delivery
If merchants received apparel items in unacceptable condition from customers, merchants can reject the return by providing a rejection reason and supporting explanation to Wish. The Wish Customer Support team will help proceed, if customers raise claims.
5. What if the apparel items that I am selling are Final Sale?
Wish will automatically review customer return requests for Final Sale apparel items and will handle the request according to the Returns Accepted on Apparel Items policy and Wish’s customer-facing Apparel Return Policy. For example, if customers request to return customized apparel items, personalized goods, undergarments, or swimwear, their requests will not be accepted, unless the products are significantly not as described.