If the tracking is valid and shows successful delivery to the correct location:

• Advise the customer that your records show that this package was delivered and ask them to check with other members of their household, neighbours or anyone else who may have accepted the delivery on their behalf.

• If necessary, direct the customer to contact the Walmart Customer Experience Team for support, and our team will work to provide a resolution for them.
• If further support is required or the customer continues to contact your team for resolution please open a Partner Support Case and specify the issue as "Ship to Home, Order # xxx". Walmart will then work to resolve the customer concern.

If the order was delivered to a Walmart store:

• Inform the customer that their order is likely lost and they should contact the Walmart Customer Experience Team for support.
• If further support is required, or the customer continues to contact your team for resolution. Open a Partner Support Case and specify the issue as "Ship to store, Order # xxx". Walmart will then work to resolve customer concern.

If the tracking is invalid:

• Provide the valid tracking number, if one is available.
• If the valid tracking number is not available, ship a replacement order or refund the order

If the tracking shows no movement or is lost in transit:

• Either ship a replacement order, or
• Refund the order in full, including shipping costs.
• Please do not wait for completion of investigation with your carrier to provide a replacement or refund to the customer.  If the order was shipped to the wrong address:

• Changes to the address cannot be made to an order once it is placed. The customer can cancel and then reorder.
• If the order has not been shipped yet, please cancel the order.
• If the order was shipped, but not delivered, try to intercept and then return to sender. Refund the customer if successful.
• If the order was delivered:
  • The customer should retrieve the package if they know the recipient. If that is not possible, the customer may dispute the charges with their financial institution.