Messaging Requirements

• You must send high-quality responses to all inquiries within 48 hours. This service level agreement applies to 7 days a week, including weekends, holidays and additional days off or operational outage periods as per our Seller Performance Standards.
• Walmart reserves the right to cancel orders that have yet to be shipped and/or refund orders that have been shipped if you don't respond within 48 hours. See the Marketplace Seller Customer Care Requirements for more details.
• Marketplace sellers cannot dispute order cancellations or refunds due to a failure to respond within 48 hours, with high-quality responses. If an order cannot be cancelled or refunded, you must still respond to customer inquiries and explain why they can't receive a cancellation or refund. Failure to adhere to the Marketplace Seller Customer Care Requirements or any other Walmart Marketplace Retailer Policies may result in account suspension or termination.

Messaging Guidelines

Follow these guidelines when communicating with customers in Seller Center:

• Don't mislead or overpromise.
• For transactions in Canada, your responses must be in English. Sellers must have English- language support available for Canadian customers.
• Proofread responses for correct grammar and spelling.
• Acknowledge and empathize with customers to help build trust.
• Don't initiate contact via phone or any other method outside your Seller Center Inbox. If a customer contacts you by phone using your information on the Walmart platform, you may provide assistance. However, you may not search for a customer's personal information and initiate contact outside the Seller Center Inbox.
• To ensure all responses are viewed, you should respond to the initial message thread originated by the customer or Walmart Customer Care.
• You must provide accurate contact information in Seller Center so customers and Walmart can reach you. If contact occurs outside of the Seller Center Inbox, the best practice is to summarize the discussion in Seller Center to document all communications. 
• Check your spam folder and allow Walmart addresses to ensure all customer inquiries reach you.
• Emails you send to Walmart customers shouldn't include marketing or promotional materials or links to any website other than Walmart.ca.
• Use message tags in the Seller Center Inbox to quickly identify the nature and urgency of the message. 

How to Respond to Customer Messages

1. Navigate to Seller Center.
2. Click Inbox at the top of the Seller Center page. The included order details will help you investigate customer requests and resolve inquiries quickly and efficiently.
3. Manually enter a response. If needed, you can also attach supporting documentation. Under certain circumstances, a reply may not be required. If this applies, select the No Response Needed link.
4. After you've finished writing your message, click Send Reply.