To provide comprehensive return infrastructure to merchants who are participating in the Merchant Managed Return Program, we have expanded the Wish Return Program to offer prepaid return label solutions and Wish Return Facility in certain destination countries.

Specifically, for merchants with access to the Merchant Managed Return Program, if they have any return requests authorized by Wish, Wish will automatically enroll them in the Wish Return Program. 

This article walks through a number of details about the program, to offer merchants a better understanding of how the program works.

Prepaid return labels

As a part of the Wish Return Program, Wish can provide prepaid return label solutions for certain destination countries. Wish will generate prepaid return labels based on the corresponding products’ logistics information provided by merchants.

For any item Wish could not generate a prepaid return label due to missing or incorrect required information (e.g., logistics information for product listings, return address), Wish will automatically issue a returnless refund to customers.

Note that Wish will resolve return shipping label costs with merchants through the regular disbursement cycles.

More details about prepaid return label solutions will be shared in the coming weeks.

Wish Return Facility

Currently, the Wish Return Program offers merchants Wish Return Facility in the United States.

Note that once items arrive at the Wish Return Facility, Wish will issue refunds to customers. At the Wish Return Facility, Wish will dispose of returned parcels. Wish is not obligated to return products to merchants when Wish requires returns from customers, per Wish’s customer-facing Returns and Refunds policy. Merchants may dispute these cases based on refund reasons and dispute eligibility as defined in Merchant Policy - Refund Issue and Refund Responsibility.

For any Wish Return Facility cost, Wish will resolve it with merchants through the regular disbursement cycles.

Here are the return infrastructures that merchants can enjoy based on their return settings:

If merchants set Free 30 day returns accepted or Prepaid 30 day returns accepted policy, choose Wish Return Authorization, Wish will provide customers with prepaid return shipping labels using the return address that merchants provide in the Return Settings page.

For merchants who choose to use their own warehouse for returns, they are required to process refunds within 48 hours in UTC time (including weekend), once products are returned to their warehouse. If merchants do not take any action, customers’ return requests will be routed to the Wish Customer Support team, which will process the requests on behalf of merchants. Merchants cannot dispute the results of these cases. 

For merchants who use Wish Return Facility for returns, Wish will issue refunds to customers once items arrive at the Wish Return Facility. As we mentioned above, Wish will dispose of the returned parcels at the Wish Return Facility. Wish will not return parcels or items to merchants.

For Wish Auto Review (Override) and Wish Auto Review (Default) policies, Wish may ask customers to return products by providing prepaid return labels to the Wish Return Facility. Once again, Wish is not obligated to return products to merchants when Wish requires returns from customers per Wish’s customer-facing Returns and Refunds Policy. Merchants may dispute the results of these cases based on the refund reason and dispute eligibility defined in Merchant Policy - Refund Issue and Refund Responsibility.