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7.8Merchant is responsible for 100% of any refund for items arriving damaged
If a refund occurs because the item arrived damaged, the merchant is responsible for 100% of the cost of the refund.
Merchants are allowed to dispute these refunds.
7.9Merchant is responsible for 100% of any refund for items not matching the listings
If a refund occurs because the item received does not match the product listing being sold, the merchant is responsible for 100% of the cost of the refund.
Note: Product images should accurately depict the product being sold. Contradictions between the product image and product description could result in refunds for items not matching the listings.
Merchants are allowed to dispute these refunds.
7.10If an account is suspended, the store is responsible for 100% of any refund
If a refund occurs while the merchant account is suspended, the merchant is responsible for 100% of the cost of the refund.
Merchants are not allowed to dispute these refunds.
7.11Merchant is responsible for 100% of any refund for products with an extremely high refund ratio
Merchants will receive an infraction for each product with an extremely high refund ratio. The merchant is responsible for 100% of the cost of refund for all orders for the product going forward and retroactively up to the last payment. Refund ratio is the number of orders refunded over the total number of orders received during a time period. A refund ratio of less than 5% is acceptable.
Depending on the refund ratio, products may be removed from Wish. Products that have a high refund ratio and are not removed from Wish are re-evaluated periodically. If the product is found to have a low refund ratio, the merchant will no longer be responsible for 100% of refunds due to this policy.
Merchants are not allowed to dispute these refunds.
Learn about the Product Two-Tier High Refund Ratio Policy
7.12Merchant is responsible for 100% of any refund for products that are marked as counterfeit
Selling counterfeit products is prohibited on Wish. Products that infringe on intellectual property are removed and merchants are responsible for 100% of the cost of refunds for the products.
Merchants are allowed to dispute these refunds on the corresponding infractions page in Merchant Dashboard.
7.13Merchant is responsible for 100% of any refund for items that are sent to the wrong address
If a refund occurs because the item was sent to the wrong address, the merchant is responsible for 100% of the cost of the refund.
Merchants are allowed to dispute these refunds.
7.14Merchant is responsible for 100% of any refund for items that are shipped incompletely
If a refund occurs because the order shipped was incomplete, the merchant is responsible for 100% of the cost of the refund. An incomplete order is an order where the merchant did not ship the correct quantity of items or did not ship all parts of an item.
Merchants are allowed to dispute these refunds.
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