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When a customer or a Walmart Customer Care agent has a question about an order, their inquiry will be sent to your Seller Center Inbox or your customer care email address. You must follow Walmart’s Customer Care Policy and any other Retailer Policies in your responses to these inquiries or your account may be at risk of suspension or termination. Keep reading for more details on how to respond.
How to respond to customer messages
Step 1 – Get started
Navigate to your inbox in Seller Center. The included order details will help you investigate customer requests and resolve inquiries quickly and efficiently. Select a message on the left to view its details.
If the message is pre-transaction, order details won’t be included.
Step 2 – Write a response
Follow our response guidelines to manually enter a response or choose from a pre-defined message template (if applicable). If needed, you can also attach supporting documentation. Under certain circumstances, a response may not be required. If this applies, select the No response needed link.
Step 3 – Send your reply
After you've finished writing your message, select Send Reply.
