Exchanges

Walmart currently doesn't allow customers to exchange items purchased by Marketplace Sellers. Instead, customers should initiate a return and then order the item they would like. If a customer asks for an exchange, please have them return the item and reorder correctly.

 

Direct-to-Seller Returns

To process a customer return where the customer has contacted you directly:

1. Customers will log in to their Walmart.ca account and go to the My Account section to view their orders and contact you through our platform. They will be taken to a screen where they must choose Initiate a return as well as the reason for contacting you.
2. You will receive an email with the customer's name, reason for contact, Sales Order ID, Item ID and Product Name in this email so you can quickly recognize the relevant order.
3. Reply to customers within 48 calendar hours, which applies 7 days a week, including weekends and holidays, in a way that is consistent with the Marketplace Returns Policy at a minimum.
4. You may choose to refund the item without requiring the customer to return it (i.e. if the item was broken or you calculate it would cost more to reprocess the item). Alternatively, you may require the customer to ship the item back to you before you issue a refund. In either case, when you are ready, follow the steps in Issuing Adjustments in Seller Center  or use the Post Request in the API  to refund the customer.