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Walmart Fulfillment Services (WFS)
Sometimes post-transaction order errors occur. For example, on rare occasions, a customer could receive an item that’s completely different from the Walmart.com listing, or the order could be missing items. When this happens, you need to know how to troubleshoot the problem so you can correct the error. This guide will show you how.
Troubleshoot incorrect orders
1. The listing is correct.
What should I do?
If you’ve checked the accuracy of the listing and it’s correct but the order contained incorrect information that caused the issue, select the Help button in the Seller Center menu bar to contact Support and include the information below:
A complete description of the issue and any steps you've taken to resolve it
Order Number
Item ID
Customer information
The Order Status (e.g., Acknowledged, Shipped, etc.)
If the listing is correct and the order contains the same information as the item listing, but the customer still received an incorrect item, it’s your responsibility to discover the root of the issue and ensure it doesn't happen again. Complete the order as soon as possible.
2. The listing is incorrect.
What should I do?
Retire the item or set the inventory to zero so you don’t receive additional orders while the problem gets fixed. The customer can initiate a return via their Walmart.com account or Walmart Customer Care.
3. I'm unable to complete the order.
What should I do?
Consider offering an alternative to the customer as outlined in Issue Adjustments or Non-Standard Refunds in Seller Center. If the customer requests a return or refund, complete the request.