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Guide

Customer Care Policy

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Overview
What is the policy?
Additional guidelines
Frequently asked questions

Overview

As a Walmart Marketplace seller, it’s your responsibility to respond to order inquiries from customers and Walmart Customer Care. Before you respond, we suggest you familiarize yourself with the policy below to ensure your responses and response times meet Marketplace standards. Failure to adhere to the Customer Care Policy or any other Retailer Policies may result in account suspension or termination.

What is the policy?

When you receive a customer or Walmart Customer Care inquiry via email, phone or in your Seller Center Inbox, you’re required to send a high-quality response within 48 hours of receipt including weekends and Additional Days Off or Operational Outage periods. If you receive a Better Business Bureau or Attorney General Complaint, you must provide a high-quality response within the first hour of receipt.

Pro tip

The percentage of inquiries responded to within 48 hours of receipt is defined as your Seller Response Rate. You’re required to maintain a rate of >95%.

If you don’t respond within 48 hours, Walmart reserves the right to cancel orders that haven’t been shipped, and/or refund shipped orders to satisfy a customer, impose seller category restrictions, or suspend accounts for failure to adequately and timely respond to customers or Walmart Customer Care.

Notes

You can’t dispute order cancellations or refunds due to a failure to respond to customers within 48 hours.

Additional Guidelines

Required	Prohibited
For transactions in the U.S., customer support must be provided in English. Voicemail must be available when a live agent cannot answer. There must be a greeting before customers are put into a waiting queue. Ifyour call center or toll-free number monitors or records its customer service calls, you must provide customers with notice of such recording or monitoring. You must represent yourself as a separate entity from Walmart.com in providing your own customer service or support to customers who purchase from Walmart.com. You must provide accurate contact information. Check your spam folder and whitelist Walmart addresses to ensure all customer inquiries reach you.	Including marketing/promotional materials or links to any website other than Walmart.com. Inaccurate or invalid contact information directed to another business or company. Automated responses that require multiple follow-ups. Misleading or overpromising. Initiating contact via phone or any other method outside of your Seller Center Inbox.  If a customer contacts you by phone using your information on the Walmart platform, you may help.  Including advertisements in greetings and voicemail messages. Using Google Voice or any internet telephone service as your customer service number. Using private residential phone numbers. Unsolicited text messages, emails or telephone calls to customers, including for marketing communications. Abusive or threatening language to customers, Walmart, or other Marketplace sellers.

Required

Prohibited

For transactions in the U.S., customer support must be provided in English.

Voicemail must be available when a live agent cannot answer.
There must be a greeting before customers are put into a waiting queue.
Ifyour call center or toll-free number monitors or records its customer service calls, you must provide customers with notice of such recording or monitoring.
You must represent yourself as a separate entity from Walmart.com in providing your own customer service or support to customers who purchase from Walmart.com.
You must provide accurate contact information.
Check your spam folder and whitelist Walmart addresses to ensure all customer inquiries reach you.

Including marketing/promotional materials or links to any website other than Walmart.com.
Inaccurate or invalid contact information directed to another business or company.
Automated responses that require multiple follow-ups.
Misleading or overpromising.
Initiating contact via phone or any other method outside of your Seller Center Inbox.  If a customer contacts you by phone using your information on the Walmart platform, you may help. 
Including advertisements in greetings and voicemail messages.
Using Google Voice or any internet telephone service as your customer service number.
Using private residential phone numbers.
Unsolicited text messages, emails or telephone calls to customers, including for marketing communications.
Abusive or threatening language to customers, Walmart, or other Marketplace sellers.

Pro tip

Walmart sends automatic emails to customers about their order status at every stage, so you don’t need to send additional order or product status updates unless the customer reaches out to you directly to inquire.

Frequently asked questions

What should I do if a customer reaches out to me before they’ve made a purchase?

I am unable to cancel or refund a customer order. What should I do?

Can I use an automated answering system to respond to customers?

Why did Walmart Customer Care provide a resolution to the customer?

Can I dispute a Walmart Customer Care refund? 

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