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Walmart Fulfillment Services (WFS)
As a Marketplace seller, there may be times you’ll want to dispute a customer’s return such as if the returned item is damaged or missing parts or accessories. In this guide, you’ll learn about common customer return scenarios and how to resolve each issue.
Common scenarios
1. You received an empty box or the customer didn’t send everything back to you.
What should I do?
Submit a dispute and include images of the empty box or missing items and include the return shipping label. If your dispute is approved, Walmart will only reimburse you for the sale proceeds of the item you disputed.
Sales proceeds include the sale price, shipping, taxes and commission related to that order. You won’t be reimbursed for return shipping fees or Referral Fees.
2. You didn’t receive the return and were charged for the customer refund.
What should I do?
If return shipping is above $100, submit a dispute. If approved, Walmart will reimburse you for 100% of the sale proceeds of the item you disputed. If you use your own carrier, Walmart isn’t responsible for lost or damaged items in transit. If the return shipping was through Marketplace and is below $100, file a claim with FedEx.
You won’t be reimbursed for return shipping fees or Referral Fees. There is no need to provide proof. The agent will determine the case by comparing tracking details to your return center address.
3. You received a completely different item from the original item delivered to the customer.
What should I do?
Submit a dispute and include images of the item received and the include return shipping label. For example, a customer returns an old camera instead of a new camera or a pair of pants instead of a kitchen blender. If your dispute is approved, you’ll receive 100% of the sale proceeds for the disputed item.
You won’t be reimbursed for shipping fees or Referral Fees.
4. Your item is in unsellable condition.
Some examples of this scenario include:
You received a kitchen blender back with one of the missing attachments or if a TV comes back without the remote.
The item is unsellable because of customer damage. Damage can include used shoes or clothing that show wear and tear, damaged camera lenses or personalized items.
The item is unsellable due to damage to the original packaging that can’t be repackaged.
The item is a locked Apple device.
What should I do?
Submit a dispute and include images of the item received and include the return shipping label. If approved, you’ll be eligible for 20% of the item’s value not including return shipping costs.
5. You were charged for an incorrect customer refund.
What should I do?
Submit a dispute and provide the following information in an excel sheet: settlement date, file name of payment details which contains the disputed order, order level details, purchase order and line number, item name, contract category and Referral Fee percentage. If approved, you’ll receive 100% of the sales proceeds.
Review all payment reports carefully and review all transactions for a returned item.
6. Your item was returned outside the return window.
What should I do?
If the return was initiated and/or dropped off at Walmart store or carrier location after the return window ended, follow the instructions in to submit a dispute.
7. Your item was delivered to the customer, and you don’t agree with the customer claim or refund that was issued due to an undeliverable item.
What should I do?
Submit a dispute and include one or more of the following: A signature service confirmation from the carrier, such as (e.g., a signed bill of lading), a picture provided by the carrier of the delivered package along with the tracking label and a screenshot of customer stating they received the package. If approved, you’ll receive 100% of the sales proceeds.