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Product Two Tier High Refund Ratio Policy

Product Two Tier High Refund Ratio Policy

 

An important measure of customer satisfaction is a product’s refund ratio. Products with an extremely high refund ratio is an indicator of poor product quality and a bad consumer experience. Refund ratio is defined as the number of refunds over the number of orders during a period of time.

 

Learn how to track my product’s refund performance.

 

Product Refund Ratio Evaluation

Each product is evaluated weekly for two 30 day periods: 0 - 30 days and 63 - 93 days ago from the time of evaluation.

 

Extremely High Refund Products

Products that have more than 50* orders and a refund ratio greater than 30%* during a 30 day period are considered to be Extremely High Refund Products. These products are removed from the store and the merchant is responsible for 100% of the cost of all refunds.

 

High Refund Products

Products that have more than 25* orders and a refund ratio greater than 20%* during a 30 day period are considered to be High Refund Products. The merchant is responsible for 100% of the cost of all refunds for these products. The products will remain for sale. Merchants may disable the products at their own discretion.

 

Re-evaluation of High Refund Products

Periodically, High Refund Products are re-evaluated. If the product has more than 50*  orders and a refund ratio less than 20%* during a 30 day period, the merchant will no longer be responsible for 100% of the cost of all refunds. However, the merchant is still responsible for refunds under Wish’s Refund Policy. Extremely High Refund Products will not be re-evaluated and they are removed from Wish permanently.

 

Examples

  1. Product A has 20 orders and 40% refund ratio. Product A is not an Extremely High Refund Product or a High Refund Product.
  2. Product B has 60 orders and 40% refund ratio. Product B is a Extremely High Refund Product and it is removed from Wish.
  3. Product C has 60 orders and 28% refund ratio. Product C is a High Refund Product. Later, product C is re-evaluated and found to have 20 order and 15% refund ratio. Product C remains a High Refund Product and merchant is responsible for all refunds.
  4. Product D has 70 orders and 24% refund ratio. Product D is a High Refund Product. Later, product D is re-evaluated and found to have 60 orders and 15% refund ratio. Product D is no longer a High Refund Product and merchant is only responsible for refunds in Wish’s Refund Policy.
  5. Product E has 70 orders and 24% refund ratio. Product E is a High Refund Product. Later, product E is re-evaluated and found to have 60 orders and 35% refund ratio. Product E is now an Extremely High Refund Product and it is removed from Wish permanently.




* This value is subject to change without notice



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