用戶服務(wù)政策：Wish商戶對待用戶哪些嚴(yán)禁行為？

6.1如果店鋪退款率過高，其賬戶將被暫停交易

退款率是指在一段時間內(nèi)，退款訂單數(shù)除以總訂單數(shù)的比例。如果這個比率極高，那么店鋪將被暫停。退款率低于5%屬于正常水平。 查看您的店鋪退款率

6.2如果店鋪的拒付比率非常高，其賬戶將被暫停

拒付比率是指某個時段內(nèi)退單拒付的訂單數(shù)與收到的總訂單數(shù)之比。如果這個比率極高，店鋪將被暫停交易。拒付比率低于0.5%屬于正常水平。 查看您店鋪的拒付比率

6.3嚴(yán)禁辱罵用戶

嚴(yán)禁對 Wish 用戶施予辱罵性行為和語言， 對此類行為采取零容忍態(tài)度。

6.4嚴(yán)禁要求用戶繞過 Wish 付款

如果商戶要求用戶在 Wish 以外的平臺付款，其賬戶將被暫停。

6.5嚴(yán)禁引導(dǎo)用戶離開 Wish

若商戶引導(dǎo)用戶離開 Wish，則相應(yīng)賬戶將面臨被暫停交易的風(fēng)險和/或每次違規(guī)被處以$10,000.00*的賠款。請參閱政策 5.7 - 欺騙性履行訂單政策了解更多信息。

6.6嚴(yán)禁要求用戶提供個人信息

如果商戶要求用戶提供付款信息、電子郵箱等個人信息，其賬戶將被暫停。

6.7Wish 用戶有權(quán)享有及時、禮貌和有效的客服服務(wù)

如果用戶能夠直接與商戶聯(lián)系，或者商戶選擇自行提供客服服務(wù)，則商戶必須遵守本章節(jié)（商戶政策6）中的規(guī)定。

* 此金額可按商戶的本地貨幣計算，且/或受商戶政策11約束。

查看已歸檔的用戶服務(wù)政策

6Customer Support

Last updated on July 16, 2020

6.1If a store has an extremely high refund rate, its account will be suspended

Refund rate is the number of orders refunded over the total number of orders received during a time period. If this rate is extremely high, a store will be suspended. A refund rate of less than 5% is normal. View your store's refund rate

6.2If a store has an extremely high chargeback ratio, its account will be suspended

Chargeback ratio is the number of orders which were charged back over the total number of orders received during a time period. If this ratio is extremely high, a store will be suspended. A chargeback ratio of less than 0.5% is normal. View your store's chargeback ratio

6.3Customer abuse is not tolerated

Abusive behaviour and language towards Wish customers is strictly prohibited and will not be tolerated.

6.4Asking a customer to pay outside of Wish is prohibited

If a merchant asks a customer to pay them outside of Wish, their account will be suspended.

6.5Directing a customer off Wish is prohibited

If a merchant directs a customer off Wish, their account is at risk of suspension and/or a penalty of $10,000.00* per incident. Please see Policy 5.7 - Deceptive Fulfillment Policy for further information.

6.6Asking a customer for personal information is prohibited

If a merchant asks a customer for personal information such as payment information, email, etc, their account will be suspended.

6.7Wish customers are entitled to timely, courteous and effective support

Where customers have the ability to contact Merchants directly or where Merchants have opted to provide their own customer support, it must comply with this section 6.

* This amount may be calculated in the merchant’s local currency and/or be subject to Merchant Policy 11.

View archived Customer Support policies

特別聲明：以上文章內(nèi)容僅代表作者本人觀點(diǎn)，不代表ESG跨境電商觀點(diǎn)或立場。如有關(guān)于作品內(nèi)容、版權(quán)或其它問題請于作品發(fā)表后的30日內(nèi)與ESG跨境電商聯(lián)系。