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While returns are a natural part of the post-purchase experience, you may encounter instances when the returned item is damaged, or missing parts or accessories. Keep reading to determine if you’re eligible to dispute a customer return with Walmart, and find out how to file the dispute via the Returns dashboard in Seller Center.
Am I eligible?
Some customer returns or refunds initiated through the Marketplace Returns Shipping Service (RSS) can be disputed. Refer to this guide for a comprehensive list of reasons why customer returns may be disputed. All disputes must be filed within 45 days from the date the return or refund was issued. Disputes filed outside the 45-day period will be denied, and that denial will be final.
Dispute eligibility and policies vary for high-value and electronic items. After receiving a high-value return, you’ll have 48 hours to evaluate it. If you determine an unsuccessful or erroneous return has taken place, you may file a dispute with the appropriate dispute reason.
High-value items must be over $100 each. This includes all luxury items, such as fine art, loose gems and gemstones, jewelry and watches above $300 and collectibles (Examples: coins, stamps, memorabilia and precious metals).
If you select Return is different from the original item as your dispute reason for an electronic product, you need to provide the serial numbers of the original item you sent and the item you received. We recommend taking photos of all serial numbers on items to keep for your records. This allows you to easily provide a photo as an attachment in case the need for a dispute arises. For more generalized guidelines that you must follow when filing a dispute, see Dispute standards.
Choosing the wrong dispute type can delay the review process and negatively impact the resolution.
File a dispute
Step 1 – Get started
Navigate to the Returns dashboard in Seller Center. You can search for a return by the purchase order (PO) number or the return merchandise authorization (RMA) number. Select the arrow beside the return you’re looking for to see more details.
Step 2 – Initiate the dispute
Initiate a dispute by selecting the Dispute this return button, which will open the dispute wizard. If an order has more than one of the same items, you can submit a dispute for one of the items or the entire order. Select the quantity, then select a dispute reason from the dropdown that best describes your issue. Certain dispute reasons will prompt you to select a subcategory.
If you don’t see the dispute button, it’s because the refund has not been issued, the dispute window has passed for that return, or the return has already been disputed.
Step 3 – Upload Documentation
Upload supporting photos or documentation when you create your dispute. Documentation, including an image of the return label with tracking and images of the product showing the problem with the return is required for the following dispute reasons:
I received an incorrect return
Item has missing parts/accessories
Item is in unacceptable condition
I sent the customer a replacement
When ready, select the Submit Dispute button. You’ll receive an email confirmation with the case number.