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Guide
Marketplace Seller Customer Care: Order Incorrect
Last updated on Nov 1, 2024
Reading time: 2 min
In this guide:
Overview
In this guide, learn what to do when a Customer receives the order, but the order is incorrect.
On occasion, a customer may receive the order but the order is wrong. Please escalate this issue to your Account Lead (the internal dedicated Walmart Support person in your company).
Examples:
- The item is completely different than what is shown on
- The quantity is wrong. For example:
Notes
This topic does NOT discuss instances where the item received is correct but the customer doesn't like it. When that happens, you should process a normal return.
What the Account Lead should do:
Verify the accuracy of your listing and feed, then:
If your listing is incorrect: - Take care of the customer; send the rest of the order.
- Correct your listing and feed.
- Create a case and let us know what action you've taken.
If your listing is correct: - Tell the customer that you will investigate the issue together with Walmart and communicate a resolution with 5-7 days.
- Create a case.
- Provide order details, item details and a description of the issue. Let us know what action you've taken with the customer.
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