How to view and dispute product categories?

A product’s category (or categories) is used to calculate each order’s revenue share or to determine whether a product may need merchants to provide a Responsible Person to be compliant with Market Surveillance Regulation (EU) 2019/1020 that came into effect in July 2021 (more details in this Help Center article). The category is initially determined by Wish, but if merchants believe the product is categorized incorrectly, merchants are able to submit a product category dispute once.

This article walks merchants through key information on product category, how it is determined and displayed to merchants, and the process of submitting a product category dispute.

1. What is a product category?

Effective July 19, 2021 7:00PM UTC, an order’s revenue share percentage is calculated partially based on the corresponding product’s category, per Merchant Policy 9.2.1 - Payment Amounts. Specifically, certain categories of products may result in higher or lower revenue share percentages for orders released on or after the above effective time.

A product’s category is also used to determine whether it needs merchants to provide a Responsible Person to be compliant with Market Surveillance Regulation (EU) 2019/1020.

Wish will begin displaying a product’s category across Merchant Dashboard or Merchant Plus dashboard to merchants immediately after the product receives its first orders released on or after July 19, 2021 7:00PM UTC.

2. Where can merchants view a product’s category?

Merchants may first see a product’s category on Merchant Dashboard or Merchant Plus Order details page > Payment information section of the product’s first order released on or after July 19, 2021 7:00PM UTC. Specifically, if the product is categorized as “Household Supplies” or “Sex Toys” (categories applicable to specific revenue share treatment, per Merchant Policy 9.2.1), merchants will see these categorizations in the Order details page.

The product’s category of Household Supplies or Sex Toys as initially determined by Wish is displayed together with the order’s revenue share percentage in the “Basis for revenue share” line item, as the product category (along with other factors) is used to calculate the order’s revenue share:

It is worth noting that the Revenue share adjustment line item shown above displays any revenue share changes made to this order after a merchant-initiated Product Category Dispute (see details below) is successfully resolved and results in a revenue share adjustment.

Subsequently, merchants will also see a product’s category (not limited to just Household Supplies or Sex Toys categories) displayed in Merchant Dashboard Products > View All Products page, along with each product’s “Edit Product” popup modal, as shown below (or in the Merchant Plus Products page and each product’s Edit product page):

It is worth noting that merchants may see multiple product categories shown here, in which case only the category that results in the lowest revenue share for its corresponding orders is used for calculating revenue share.

Merchants may also see product category via the following API endpoints:

• GET /api/v2/product

• POST /api/v2/product/create-download-job

• GET /api/v3/products/{id}

Once the first order of a product is released on or after July 19, 2021 7:00PM UTC and product category is shown to merchants in the above locations, merchants may dispute the category from here (see detailed dispute process below).

However, if merchants take no action after first seeing the product category in the above locations, Wish team may further review the product’s category and make one more update to the category within approximately 5-7 business days. 

If Wish updates the product’s category upon further review, without merchant dispute, the updated product category will be displayed in the View All Products page and Edit Product modal shown above; the updated category will be used to calculate the revenue share percentage of all orders released after Wish makes the update, but orders released before then will not be revenue share adjusted. Similarly, merchants may choose to dispute the updated category from here as well.

NOTE: Merchants can only dispute product category ONCE after July 19, 2021 7:00PM UTC. See details below.

3. How to submit a Product Category Dispute?

In order to dispute a product category for the purpose of revenue share adjustments, merchants can navigate to Merchant Dashboard View All Products page, locate the product in question, click “Dispute Product Category” in the “Action” dropdown menu:

Merchant Plus merchants may enter a product’s “Edit product” page, locate the product’s category on the lower-left corner of the page, and click “Dispute”.

Merchants may then fill out the necessary information for the dispute:

Please note the following:

• Merchants may only propose one new category, even though the product may be initially determined by Wish to fall within multiple categories.

• Each product’s category may only be disputed ONCE.

If merchants were to submit a product category dispute for the purpose of Market Surveillance Regulation (EU) 2019/1020 compliance (related to providing Responsible Person for the product), the process is similar. Simply enter the EU Product Compliance page on Merchant Dashboard or Merchant Plus, navigate to the “Relevant Products” section at the bottom of the page, view the Wish-determined product category, and click “Dispute Product Category” to initiate the dispute process (see screenshot below):

The dispute form is slightly different and requires merchants to confirm a few items before submitting. Merchants do not need to propose a new product category, but the dispute can only be submitted once still:

Once all information is filled out, merchants may click “Submit” on the upper right corner, and a popup modal will appear to confirm the submission:

Wish team will respond within several business days regarding the dispute result.

4. How to view Product Category Dispute status?

After submitting a dispute, merchants may see each dispute’s status in a centralized page on Merchant Dashboard or Merchant Plus. Merchants may follow the popup modal prompt shown above and click “View Product Category Disputes” to arrive at this page, or navigate to Account > Dispute > Product Category Disputes:

Here, merchants will see a list of product category disputes submitted and their statuses. Merchants may also click “View details” to see more information of each dispute.

5. What happens after a dispute is resolved?

Once a dispute is submitted and resolved by Wish, the disputed product category may or may not be changed.

If a dispute’s status is “Resolved - Unchanged,” it means that Wish has reviewed the dispute, and determined that the disputed category should remain unchanged. In the dispute details page, merchants will see further explanation from the Wish team in the “Reason” line item as shown below:

If a dispute’s status is “Resolved - Updated,” it means that Wish has reviewed the dispute and determined that the disputed category should be updated to a new category. Note that the new category may or may not be the one that merchants proposed in the dispute process. 

In addition, if the category update results in a revenue share adjustment for the product’s corresponding orders, the revenue share percentage of all orders released to merchants within the 14-calendar-day window prior to the dispute submission date will be adjusted. Merchants may view a list of all affected orders in the dispute details page, as shown in the Revenue Share Adjustment section below:

If the category update based on the dispute does NOT impact revenue share, the Revenue Share Adjustment section will be blank.

And the updated category will be used to calculate the revenue share for all orders released after the dispute is resolved.

文章内容起源：：wish商户官方网站