Common scenarios

1. The package was lost after delivery and a signature was confirmed  

An order is considered Lost After Delivery when the carrier has scanned and delivered the order to the correct address, but 48 hours later, the customer has still not received the item.  If a refund was issued on your behalf by Walmart Customer Care, you may be eligible to file a dispute if your records show that the order was delivered and signed for or you have a photo confirmation from the carrier. 

What should I do?  

If eligible, file a dispute with Walmart. If Walmart Customer Care or the customer contacts you directly, let them know that your records show that the carrier received a signature upon delivery. Advise the customer to check with other members of their household, neighbors, or anyone else who may have accepted the delivery and may have the package in their possession. Otherwise, they'll need to contact the carrier or dispute the charges with their financial institution. 

2. The package was lost after delivery and no signature or delivery photo was confirmed

The customer is eligible for a refund from Walmart Customer Care if the customer has still not received the item 48 hours after the order was marked as delivered and it was not signed for or there is no photo confirmation available.    

What should I do?  

Confirm that the customer’s delivery address is correct. If you can confirm that the package was delivered to the correct address and the customer has received their order, you may be eligible to dispute the refund with Walmart. For more information, visit Dispute a Walmart Customer Care refund.  

If the order was shipped to a Walmart store, let the customer know that they cannot enter a Walmart store address as their personal shipping address. Inform the customer that their order is likely lost. Refund the customer as a one-time courtesy. 

3. The package is missing, or the tracking is invalid

An order is considered missing due to invalid tracking if a customer cannot track their order the normal way during transit time.  

What should I do?  

Provide a valid tracking number if one is available. If a valid tracking number is not available, refund the order.  

4. The package is lost or missing carrier scans

An order without carrier scans is considered Missing or Lost in Transit after 48 hours.  

What should I do?  

Provide a valid tracking number if one is available. If a valid tracking number is not available, refund the order.

5. The package is lost in transit  

An order is considered Lost in Transit if tracking shows no movement for 48 hours and it has been more than 48 hours after the Estimated Delivery Date from the carrier.  

What should I do?  

• If you are using your own carrier account, reach out to the carrier to submit a claim.  

• If you are using Walmart shipping labels and there is no delivery scan, submit a claim with FedEx.  

• If you are using Walmart shipping labels and there is a late delivery scan, submit a dispute under Failed Delivery & Return to Sender. For more information on filing a return dispute, see Dispute standards.  
  

6. The order address is incorrect

If a customer enters an incorrect address and the order was shipped to the wrong address, they cannot make edits to the order after it has been placed.  

 
​​​​​​​What should I do?  

• If the order can still be canceled by the customer, ask them to cancel the order and place a new order with the correct details. 

• ​​​​​​​If the order has not yet been shipped but cannot be canceled by the customer, you should cancel the order in Seller Center and use the cancel code Address Not Serviceable. 

• If the order was shipped but has not been delivered, you can try to intercept the package and initiate a return to sender. Refund the customer if successful. 

• If the order was delivered, customers should retrieve the package if they know the recipient. If that’s not possible, the customer may dispute the charges with their financial institution.