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If eligible, you may dispute charges for a customer return, a Walmart Customer Care refund, a package that couldn’t be delivered and has been returned to the sender or for an incorrectly charged Referral Fee. In this guide, you’ll learn more about the dispute request policy and find out if you’re eligible to submit a dispute.
What is the policy?
When submitting your dispute to Walmart, you’re expected to submit accurate and correct information in accordance with all Marketplace policies. If Walmart concludes that false, misleading, or otherwise inaccurate information was submitted as part of a dispute process, Walmart reserves the right to take appropriate action in the form of warnings, suspensions, and terminations.
Even though each dispute reason has its own standards, below is a list of general standards that can help you determine if you’re eligible to submit a dispute.
You must file your dispute request within the specified timeframe determined by Walmart. Use the table below to identify the dispute window for your situation.
You can file a dispute for an item only one time. Any duplicate requests will be reviewed as an appeal to the original dispute request and will follow the appeal process.
If you initiated the return or refund, you can’t dispute the charges.
If the item is listed with Keep It Rules, you can’t dispute the charges.
If the item was returned via the Extended Returns program, you can't dispute the charges because you aren’t charged for those returns and will retain payments earned from sale proceeds.
If an item is returned to a Walmart store location and is not shipped within 12 days of being in store, the item is considered “Lost-in-store." You can't dispute the charges because you won’t be charged for the return.
You’re responsible for listing a valid/correct return center address. If the address is invalid, your packages may be re-routed to Walmart facilities, and you won’t be able to obtain your package. You’re responsible for all associated charges and you can’t dispute the charges.
You can’t apply return shipping fees to customers except for eligible items set up with Return Exemptions. You can’t dispute return shipping fees for items outside of this policy.
Additional guidelines
Each dispute reason has specific policies and submission guidelines that must be followed. Choosing the wrong dispute type can delay the review process and negatively impact the resolution. Refer to the table below for more information on each dispute reason.
Dispute Reason | Dispute Description |
|---|---|
Customer Return | Customer returns and refunds initiated through Walmart’s Returns Shipping Service (RSS) can be disputed through the Returns dashboard in Seller Center.
For eligibility requirements, visit Dispute a Customer Return in Seller Center. |
Walmart Customer Care Refund | Refunds issued by Walmart Customer Care can be disputed through the Payments dashboard in Seller Center.
For eligibility requirements, visit Dispute a Walmart Customer Care Refund. |
Failed Delivery and Return to Sender | Refunds issued by Walmart for most failed deliveries that are returned to the sender can be disputed through the Payments dashboard in Seller Center.
For eligibility requirements, visit Dispute a Failed Delivery Return. |
Referral Fee Adjustment | If you believe you were charged an incorrect Referral Fee, create a case with Seller Support through the following path: Disputes > Commission Rate disputes.
For eligibility requirements, visit Dispute an Incorrect Referral Fee. |