Wish

Which of the following spiels are not allowed to put in your responses?

• You are not required to return the item as you may keep or donate it, whichever is convenient for you.

• I hope this helps. We are looking forward to your favorable reply for the refund offer. Hope to hear back from you soon.

• To make this right for you, I would like to offer you a full refund for this item including the shipping cost.

• Have a good day and tell us more about our service, please rate our customer support by answering the question below.

We select this refund reason if customer receives a clothing/shoe item that was too large/small.

• Item does not match listing

• Received the wrong item

• Item does not fit

• Item does not work as described

Fill in the blanks: If merchant provides shipping _________________________ instead of label, let _______________ know that it's not currently accepted.

• Link, Customer

• Tracking Number, Merchant

• Account Number, Merchant

• Account Number, Customer

What if customer was unable to receive his or her HV item and it's beyond ETA, what's the next step?

• Close ticket

• Message merchant

• Message the Operations Manager of Wish

• Refund the customer

For HVI items, what will be your next step if merchant is unable to provide an adequate shipping label and the customer lives in a non-RCC?

• Refund the merchant

• Refund Wish

• Refund the customer

• Offer Wish Cash

Which among the following do you require photos to refund the customer?

• Place order by mistake

• Item does not fit

• Received the wrong item

• Item is damaged

Issue: Customer receives the item in their chosen variation, but isn’t happy with the quality or functionality.

What refund reason would you select?

• Received the wrong item

• Item does not fit

• Item is of poor quality

• Item did not meet expectations

Fill in the blanks: Order is in __________ status, agent should refund > CS refund for customer _________ order.

• approved, cancelled

• cancelled, approved

• approved, pending

• pending, approved

What is the best canned response if customer refuses the HVI package and the tracking confirms refusal or package being returned to sender?

• Refund CR: Refund > Issue: Item was returned to seller

• Refund CR: Refund > Issue: Customer provided an invalid address

• Refund CR: Refund > Issue: Item held at customs

• No refund CR: Shipping < Item was returned to sender (False)

For customers inquiring about the confirmation of their refund and 14 days have passed, what information do you need to ask from the customer?

• Ask to wait for 48 more hours

• Ask to contact their bank for a charge receipt

• Agents should push back and ask customers to wait

• Ask a screenshot of their bank statement