Cyber
Sobre nuestro Marketplace
Transfórmate en nuestro seller
Nuestras políticas y normativas
Integraciones y partners
¡Ya eres seller! Comienza a vender
Plataformas para sellers
Publicación
Gestión de órdenes
Liquidación, pagos y devoluciones
Desempeño e infracciones
Campañas comerciales
Soporte y disputas
Walmart Fulfillment Services
Cross Border Trade
About Walmart Marketplace Chile
Publishing
Variants
Order management
Settlement and payment
Learn about our settlement and payment process
View your payment report
Create a dispute ticket
Calculate your sales payment
Returns and refunds
APIs
Capacitaciones y webinars
Beneficios Walmart
This guide will show you how to create a dispute ticket and track its status.
1. Create a dispute ticket
• Log in Seller Help with your email and password. Use the same credentials you have for Seller Center.
The current support page to create tickets is only avalailable in Spanish
Read the following steps to learn how to create a Dispute Ticket (Ticket de Disputa) about Settlement and payment and Returns and Refunds.
1. Enter a ticket by filling in the form
Select Soporte (Support) in the menu and click on Crear Ticket (Create ticket).
2. Complete the form
Check the table below to complete the form correctly.
Field | Description |
|---|---|
Asunto (Subject) | Title summing up what is the main issue of the dispute. |
Categoría (Category) | Select the category that adjust the best to your complaint:
|
Subcategoría (Subcategory) | Select the right categories from the drop-down menus.
|
Subcategoría (Subcategory 2) |
|
Subcategoría 3 (Subcategory 3) |
|
Categoría (Category) | Devoluciones (Product return) |
Select the right categories from the drop-down menus.
| |
Subcategoría (Subcategory) |
|
Subcategoría 2 (Subcategory 2) |
|
Subcategoría 3 (Subcategory 3) |
|
Descripción (Description) | Add all the information about your case. The more details, the better. The information must be written in Spanish. |
Cargar archivos (Upload files) | Add files and/or images that complement your case with extra information. |
- Once the form is completed, click on Enviar (Send).
- You will be redirected to Detalle del Ticket (Ticket details). Check the assigned number to your case.
- All the form fields are mandatory.
Create a different dispute ticket for each request or complaint.
Attached files and/or images can’t exceed 3 MB.
You can upload all the files you want.
You will receive an email confirming the reception of your case. It will include a ticket number, subject and description.
If you find errors in the payment report, the deadline to complain is 5 business days from the date the report was sent. The complaint must be sent as a dispute ticket.
In case you find differences in the payment amounts, the deadline to complain is 5 business days from the payment reception. The complaint must be sent as a dispute ticket.
In case of return problems, the deadline to complain is 5 business days from the day you receive the returned product. The complaint must be sent as a dispute ticket.
3. Track your ticket number
• Enter Seller Help.
• Go to Soporte (Support) and select Mis Tickets (My tickets).
• Search for the ticket number you want to check and click on it.
• Check the information in Detalle del Ticket (Ticket details).
For more information about Ticket detail status, check the table below.
Status | Meaning |
|---|---|
Abierto (Opened) | A ticket was created for your case. |
En progreso (In progress) | Our team ins reviewing your case. |
En aprobación (Approval pending) | Your case is on hold for a resolution since the decision about it can involve a change in your payment. |
Aprobado (Approved) | Your case was approved. |
Rechazado (Rejected) | Your case was rejected. |
Cerrado (Closed) | Your case was closed. The reason for this could be:
|
Other fields of Ticket details.
Field | What can you do? |
|---|---|
Notas del ticket (ticket notes) | You can interact with the team specialist in charge of your case. Also, you’ll have the choice of adding files that support your case. |
Actualizaciones del ticket (ticket updates) | You can check the ticket status and progress. |
Tickets vigentes (current tickets) | You can see all the opened tickets. |
Archivos adjuntos (attached files) | Review all the attached files associated to the case. |
- Your case will be taken by a specialist within 48 business hours.
If our team requires more data about your case, we will contact you by sending a message in the platform.
You’ll be able to answer within 3 business days directly on Seller Help or through a link in a daily reminder email you will receive during the time frame. If you don’t answer before the deadline, the ticket will be automatically closed due to inactivity.
If the ticket status is Rechazado (Rejected) you can appeal within 2 business days.
Once the case is closed you will receive an email notification. It will not be possible to reopen the ticket or add new data.
If the resolution includes a change in the payment in favor to seller, this will be paid in the next or subsequent payment cycle.
And that’s it!
Following the former steps, your doubts about payments or returns will be solved.