How to manually authorize return requests

To provide merchants with sufficient preparation time to understand the Merchant Managed Return Program and strategize for their own return settings, we will gradually roll out merchant-set return policies to global users in the coming months. After that, merchants can expect to receive their customers’ return requests respective to merchant-set return policies via the Merchant Managed Return Program and take action via the Action Required page.We will promptly notify merchants of any updates.

 

To provide merchants with more autonomy and flexibility in setting their own return policy and handling returns, we have launched the Merchant Managed Return Program. 

Merchants with access to the Merchant Managed Return program can offer Free 30 day returns accepted or Prepaid 30 day returns accepted policy and choose to manually authorize return requests by themselves (i.e., Merchant Return Authorization). As required by Merchant Policy, merchants must respond to return requests or issue refunds within 48 hours in UTC time (including weekend) from the confirmed delivered date of the returned parcel.

We recommend that merchants enable the notification in Setting > Account > Notification Preferences and Email Preferences in Support Tickets, so that merchants can receive email and notifications when they have a ticket waiting for action. 

This article walks merchants through the process of manually authorizing return requests and describes the corresponding documents needed.

1. Navigate to the Merchant Dashboard > Support Tickets > Action Required page.

2. Locate the relevant return request, and click on “View” under the Action column.

3. On the next page, merchants can view the return request details including Ticket Details, Orders Details, Product Details, Return Information, and Messages from customers.

4. Scroll down to the Actions section. For newly created return requests, merchants can select from the following actions:

• Authorize return
• Issue refund
• Contact customers
• Create claim
  

After contacting customers or receiving the returned item from customers, merchants will have two additional options. They can choose to Reject return or Cancel return if necessary.

• Authorize return

To authorize a return, merchants need to provide the Return Tracking ID, Return Shipping Carrier, and Prepaid Return Label and enter a message, which will be sent to customers by email. 

For a bulky item (e.g., thin large rug, sofa, armchair, other furniture) with Prepaid 30 day returns accepted policy, we recommend that merchants provide customers with a clear estimated cost of returning the item in the message so that customers can decide whether to continue returning the item.

Lastly, merchants can click “Authorize Return” to confirm. The next page will display the confirmation message and ticket details.

After merchants received the return item from customers, merchants should go to the Actions section and issue the refund to customers within 48 hours in UTC time (including weekend). (See “Issue refund” section below for details.) 

If customers do not return the item within 30 calendar days from the date that merchants provide the return label, Wish may automatically cancel a return request.

• Issue refund

If merchants have received the item returned from customers or would like to offer returnless refund to customers, merchants can choose to issue a refund by selecting the Refund Reason and providing additional comments if needed.

If merchants would like customers to return the item, we encourage merchants to issue a refund after receiving the item in order to evaluate whether the item is returned in acceptable condition.

When refunding, merchants can choose Full Refund or Partial Refund under Refund Type. For Partial Refund, merchants can choose to refund product price only/select quantity only/partial amount only/percentage. To learn more about merchants’ responsibility for refunding, please visit this article.

Lastly, merchants can fill in the message for customers and click “Issue Refund” to confirm.

On the next page, merchants will see the message confirming that the refund is issued and the ticket is closed.

• Contact customer

If merchants would like to know more about customers’ issues and discuss the resolution with customers, they can contact customers by providing a reason for contacting and sending customers a message. Here are the reasons for contacting that merchants can select from:

• I would like to offer an exchange.
• I would like to offer a reship.
• I would like to understand further issues.
• I would like to provide product instructions.
• Other (If merchants select Other, please specify the reason.) 

Merchants can also attach files, images, or videos if needed (the attachment size cannot exceed 20 MB). Lastly, click Contact Customer to confirm.

After customers respond to the message, merchants will receive the notification and are required to go to the Actions section and take the corresponding action within 48 hours in UTC time (including weekend). Once customers accept merchants’ resolution and the return request is resolved, the ticket will be closed.

• Create claim

If merchants cannot reach an agreement on a resolution with customers, merchants can create a claim to Wish.

Firstly, merchants need to select the Claim Reason from the following:

• Customer seems fraudulent.
• Customer seems unfair.
• Other (If merchants select Other, please specify the reason.) 

Then merchants are required to provide Supporting Explanation and upload Supporting Documents if needed. 

The claim reason and supporting explanation will only be viewed by merchants and the Wish Customer Support team.

Lastly, merchants can click “Create Claim” to confirm. the Wish Customer Support team will review customers’ return requests based on evidence provided by merchants. Note that merchants may be involved to rebut customers' claims during the claim process. If merchants do not reply within 48 hours in UTC time (including weekend), Wish will resolve the claim based on customers' return requests. Merchants are not allowed to dispute the result of claims. 

• Reject return

If merchants receive the item returned in unacceptable condition, merchants can reject the return by submitting a Rejection Reason and Supporting Documents to Wish. Here are the rejection reasons that merchants can select from:

• Customer has returned the wrong product.
• The returned product has arrived damaged.
• Customer has returned the item in expired return request eligible days.
• Other (If merchants select Other, please specify the reason.) 

The rejection reason and supporting documents will only be viewed by merchants and Wish. If customers later create a claim against merchants’ rejection, the Wish Customer Support team will use the rejection reason and supporting documents to address customers’ inquiries.

Lastly, after merchants click “Reject Return,” the Wish Customer Support team will review the rejection reason based on evidence provided by merchants. 

Note that if customers’ return requests are not resolved after merchants reject them, customers can create claims within 14 calendar days from the rejected date to the Wish Customer Support team. If customers raise claims, the Wish Customer Support team will review the claims based on evidence provided by merchants. Merchants are not allowed to dispute the result of claims. 

• Cancel return

If merchants resolve customers’ issues after contacting customers and no other action is required, merchants can cancel returns and close requests.

To cancel a return, merchants need to provide a cancellation reason and supporting explanation. Here are the cancellation reasons merchants can select from:

• Customer accepted the exchange offer.
• Customer accepted the reship offer.
• Customer no longer has an issue with the item.
• Other (If merchants select Other, please specify the reason.) 

The return request cancellation reason and supporting documents will only be viewed by merchants and Wish.

Note that if customers’ return requests are not resolved after merchants cancel them, customers can create claims within 14 calendar days from the rejected date to the Wish Customer Support team. If customers raise claims, the Wish Customer Support team will review the claims based on evidence provided by merchants. Merchants are not allowed to dispute the result of claims.