Wish Express Qualifications and Terms

1. Wish Express Overview

Wish is dedicated to improving our customers’ experiences by providing faster deliveries. Merchants should fulfill and deliver Wish Express orders within the expected time frame.

Wish Express offers participating merchants the following benefits:

  • Up to 10x more impressions
  • Distinctive Wish Express badge on qualifying product listings
  • Featured in dedicated Wish Express tabs, as well as in customers’ search results
  • Faster payment eligibility
  • and more...

In order to ensure the best customer experience with Wish Express orders, Wish requires participating merchants and product listings to comply with the following policies. If participating merchant stores and/or product listings do not meet Wish Express requirements, they are subject to penalties as listed below.

2. Delivery Requirements for Wish Express Orders

Wish Express Confirmed Delivery Time Requirements: 5 working days from the order released date, with the following exceptions:

Order's Destination Country Delivery Requirement (Working Days)
France [FR] 6
Sweden [SE] 8
Australia [AU] 7
Italy [IT] 6
Switzerland [CH] 6
Spain [ES] 8
Denmark [DK] 6
Finland [FI] 7
Norway [NO] 8
Puerto Rico [PR] 7

Wish Express On-time Arrival Rate Requirements: 95%

A Wish Express order will not be eligible for payment if the order has not been confirmed delivered by the carrier before the end of the fifth working day after the on-time delivery requirement. For example, U.S. Wish Express orders must be confirmed delivered by the carrier within 10 working days.


Note that:

2.1 Working days are defined as Monday through Friday. USPS Postal holidays and EU public holidays are not counted as working days for orders with destination countries of United States and European Union (EU), respectively.
2.2 Wish Express On-time Arrival Orders are defined as Wish Express orders that are confirmed delivered by the carrier ≤ 5 working days from order released date, unless delivery requirement specified otherwise. Wish Express On-time Arrival Rate is defined as the percentage of Wish Express orders which are delivered on time over total Wish Express orders in the measurement period, and is measured on a per-country basis.

3. Penalty Policies for Wish Express Orders

3.1 Suspension Policy for U.S. Wish Express Orders

3.1.1 The Suspension Policy measures Wish Express orders weekly, from Monday through Sunday.

3.1.2 A merchant account will be suspended from Wish Express if its On-Time Arrival Rate is under 90% for the most recent measurement period.

3.1.3 If a merchant account has previously been suspended twice by the Suspension Policy for U.S. Wish Express, or five times for EU Wish Express, the merchant account will be permanently removed from Wish Express in the corresponding country/countries.

3.1.4 The policy will be executed on a per-country level. Merchants will apply to and/or be suspended for each Wish Express destination country individually.

3.1.5 Merchant can re-apply for Wish Express immediately after suspension, unless they exceed the allowed number of suspensions

3.2 Fines Policy for Non-Compliant Wish Express orders

3.2.1 All Wish Express orders that are not confirmed delivered by carriers before the end of the fifth working day after the on-time delivery requirement from order released date will not be eligible for payment.

3.2.2 The Fines Policy measures Wish Express orders weekly, from Monday through Sunday. Late delivery orders will be fined by 20% of the order value or $5 USD, whichever is greater. For confirmed shipped US orders, a flat exemption of 1% Wish Express Total Order Value will be applied. For the confirmed shipped orders to the rest of the countries, a flat exemption of 2% of Wish Express Total Order Value will be applied and calculated on a per-country basis.

3.2.3 Merchants may file disputes for non-compliant orders within 11 calendar days from receiving the Penalty details.

3.2.4 Orders confirmed fulfilled by 23:59:59 UTC of the next working day from order released date, and fulfilled through specific qualified carriers will be excluded from the penalty. Specific qualified carriers that will be excluded from the penalty include:

Destination Country/Region Carriers Service Levels
United States USPS First-class packages
United States USPS Priority Mail
European Union DPD All
European Union DHLGermany All
European Union Colissimo All
European Union GLS BusinessParcel
European Union GLS BusinessSmallParcel
European Union Hermes All
European Union Yodel All

Note that:
Non-compliant Wish Express orders are defined as orders that are not confirmed delivered by carriers ≤ 5 working days (unless specified otherwise for destination country) from order released date.

Examples

4.1 During April 2018, the on-time arrival rate of the Wish Express orders through recommended shipping carriers was 97%.

4.2 100 U.S. Wish Express orders were released to Merchant A during July 9, 2018 - July 15, 2018, with total order value of $2000 . 4 orders didn't meet the on-time arrival requirement:

  • non-compliant order 1, delivery time is 6 working days, order value = $10;
  • non-compliant order 2, delivery time is 7 working days, order value = $20;
  • non-compliant order 3, delivery time is 8 working days, order value = $30;
  • non-compliant order 4, delivery time is 11 working days, order value = $40;
  • Merchant A’s U.S. Wish Express on-time arrival rate during this measurement period is 96%, which met the Wish Express On-Time Arrival Rate requirement. The merchant will be able to continue operating in the U.S. Wish Express program.
  • However, the merchant will be fined for the non-compliant orders:

    • the merchant will be subject to a fine amount of $5 for the non-compliant orders 1 and 2, $6 for order 3, and $8 for order 4. After a flat exemption of $2000 * 1% = $20, the merchant will be fined ($5+$5+$6+$8) - $20 = $4 for the non-compliant U.S. Wish Express orders during the measurement period July 9, 2018 - July 15, 2018.
    • the non-compliant order 4 is not eligible for payment because it was confirmed delivered more than 10 working days from order released date.

    Customers also requested refund on the non-compliant order 3 and 4 and Wish approved the refund requests after review. For the order 3, in addition to $6 fine, the order is not eligible for payment. For the order 4, the $8 fine still applies, and the order is already not eligible for payment because it was confirmed delivered more than 10 working days from order released date.

    4.3 100 U.S. Wish Express orders and 100 FR Wish Express were released to Merchant B during July 9, 2018 - July 15, 2018, with U.S. total order value of $2000 and FR total order value of $2500. 7 orders didn't meet the on-time arrival requirement:

    • non-compliant order 1, destination U.S., delivery time is 6 working days, order value = $20;
    • non-compliant order 2, destination U.S., delivery time is 7 working days, order value = $30;
    • non-compliant order 3, destination U.S., delivery time is 8 working days, order value = $40;
    • non-compliant order 4, destination U.S. , delivery time is 11 working days, order value = $50;
    • non-compliant order 5, destination FR, delivery time is 8 working days, order value = $30;
    • non-compliant order 6, destination FR, delivery time is 9 working days, order value = $40;
    • non-compliant order 7, destination FR, delivery time is 12 working days, order value = $50;

    Merchant B’s U.S. Wish Express on-time arrival rate during this measurement period is 96%, which met the Wish Express On-Time Arrival Rate requirement. The merchant will be able to continue operating in the U.S. Wish Express program.

    Merchant B’s FR Wish Express on-time arrival rate during this measurement period is 97%, which met the Wish Express On-Time Arrival Rate requirement. The merchant will be able to continue operating in the FR Wish Express program.

    However, the merchant will be fined for the non-compliant orders:

    • the merchant will be subject to a fine of $5 for non-compliant order 1, $6 for order 2, $8 for order 3, and $10 for order 4. After a flat exemption of $2000 * 1% = $20 for confirmed shipped orders to U.S., the merchant will be fined ($5+$6+$8+$10) - $20 = $9 for the non-compliant U.S. Wish Express orders during the measurement period July 9, 2018 - July 15, 2018.
    • the merchant will be subject to a fine of $6 for order 5, $8 for order 6, $10 for order 7. After a flat exemption of $2500 * 2% = $50 for confirmed shipped orders to U.S., because ($6+$8+$10) < $50, the merchant will not be fined for the non-compliant FR Wish Express orders during the measurement period July 9, 2018 - July 15, 2018.
    • the non-compliant order 4 (destination U.S.) is not eligible for payment because it was confirmed delivered more than 10 working days from order released date
    • the non-compliant order 7 (destination FR) is not eligible for payment because it was confirmed delivered more than 11 working days from order released date