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:

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. Eligible Countries

Wish currently allows merchants to offer expedited shipping in the following countries (subject to change):

Austria, Belgium, Brazil, Canada, Croatia, Czech Republic, Denmark, Finland, France, Germany, Hungary, Iceland,Ireland, Italy, Liechtenstein, Lithuania, Luxembourg, Mexico, Monaco, Netherlands, Norway, Portugal, Poland, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom of Great Britain and Northern Ireland, United States of America.

3. Delivery and Fulfillment Requirements for Wish Express Orders

3.1 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
Brazil [BR] 10
Mexico [MX] 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:

3.1.1 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.
3.1.2 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.
3.1.3 In cases when the merchant requests that the customer verify his or her shipping address for an order through the “Verify Address” feature, the delivery requirement may be extended by 48 working hours.

3.2 All Wish Express orders must be fulfilled in 5 working days. If a Wish Express order is not fulfilled in 5 working days, it will be refunded automatically and the associated product may be disabled; the merchant will also be fined $50 per auto-refunded order.

Note that all orders, including Wish Express ones, are also subject to Late Confirmed Fulfillment Policy 5.5, which states that "if an order is not confirmed shipped by the carrier within 168 hours of the time the order is released, then the merchant will be fined 20% of the order value, or $1, whichever is greater." This policy is only applicable to confirmed fulfilled orders where the merchant price per item plus the shipping price per item is less than $100. However, if a Wish Express order is confirmed delivered by the carrier within the required arrival time frame, the fine will be reversed.

Orders refunded due to the merchant being unable to fulfill the order are considered pre-fulfillment cancellation, which includes both auto-refunded orders due to late fulfillment and merchant-initiated cancellation and/or refunds prior to fulfillment due to merchant’s inability to fulfill for any reason. Note that in the latter situation, merchant will be fined $2 per violating order, per Wish’s Order Cancellation Fine Policy.

Pre-Fulfillment Cancellation Rate is defined as the percentage of Wish Express orders which are pre-fulfillment cancellations over total Wish Express orders in the measurement period (see section 4 below for details on measurement period), and is measured on a per-country basis.

Wish Express Pre-Fulfillment Cancellation Rate Requirements: < 5%.

4. Penalty Policies for Wish Express Orders

4.1 Suspension Policy for Wish Express Orders

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

4.1.2 A merchant account will be suspended from Wish Express in the destination countries where its On-Time Arrival Rate is under 90% and/or the Pre-Fulfillment Cancellation Rate is ≥ 10% for the most recent measurement period. In both situations, merchants will receive an infraction warning on the suspension. Merchants may file disputes in response to the suspension within 11 calendar days from receiving the infraction details.

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

4.1.4 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.

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

4.2 Fines Policy for Non-Compliant Wish Express orders

4.2.1 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.

4.2.2 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. Merchants will be subject to Late Confirmed Fulfillment Policy 5.5 and fined for all orders not confirmed shipped by carrier within 168 hours. Note that this policy is only applicable to confirmed fulfilled orders where the merchant price per item plus the shipping price per item is less than $100; the fine is reversible upon confirmed delivery by the carrier within required Wish Express delivery time frame. For Pre-Fulfillment Cancellations, merchants will also be fined $50 per auto-refunded order not fulfilled within 5 working days, and $2 per violating order for merchant-initiated cancellation and/or refunds prior to fulfillment due to merchant’s inability to fulfill for any reason, per Wish Fulfillment Policy.

4.2.3 Merchants may file disputes for non-compliant orders within 11 calendar days from receiving the Penalty details, with the exception that the fines for Late Confirmed Fulfillment Policy 5.5, which can only be disputed and approved within 90 days from when the fine was created.

4.2.4 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 and/or 48 working hours extension due to "Verify Address" request) from order released date, as well as orders that are not fulfilled within 5 working days and/or confirmed shipped by the carrier within 168 hours. A Pre-Fulfillment Cancellation Rate ≥10% during the most recent measurement period is also considered non-compliant. These non-compliant orders are subject to distinct penalty types and Wish policies, and can accumulate independently from each other.

4.3 Refund Responsibility

4.3.1 If a Wish Express order violates the Wish Express Delivery Requirement and is refunded for any reason, the merchant is responsible for 100% of the cost of a refund on that order. See “3. Delivery and Fulfillment Requirements for Wish Express Orders” for more information on the Wish Express Delivery and Fulfillment Requirement.

5. Examples

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

5.2 100 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:

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:

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.

5.3 100 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:

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:

5.4 From Feb. 11, 2019 to Feb. 17, 2019, Merchant C received 25 FR Wish Express orders, and another 25 U.S. Wish Express orders. 5 FR order and 1 U.S. order are pre-fulfillment cancellations:

The Wish Express weekly Pre-Fulfillment Cancellation Rate of Merchant C during this measurement period is (3+2)/25 = 20% for FR Wish Express, which is above the 10% threshold for account suspension for FR Wish Express. Merchant C will receive an infraction, and account will be suspended from shipping Wish Express to France. In addition, Merchant C will also receive the following fines for non-compliant FR Wish Express orders:

In contrast, Merchant C’s weekly Pre-Fulfillment Cancellation Rate for Wish Express orders shipped to the U.S. during this time period is 1/25 = 4%, which is in compliance with Wish Express Pre-Fulfillment Cancellation Rate Requirement. Merchants will not be suspended from shipping Wish Express to the United States, but will be fined $50 for the 1 auto-refund due to late fulfillment. No late arrival penalty is applicable, as all fulfilled orders are confirmed delivered on time.