When you use Walmart Fulfillment Services (WFS), we’ll pick, pack and ship orders to customers for you. We'll also handle all customer support and returns for these orders. In this guide, get a snapshot of how customer orders, returns and disputes work.
How it works
If a customer orders an item with a Fulfilled by Walmart tag, it’ll be shipped by WFS. Associates at our fulfillment centers will then pick and pack the order. If the order was placed by 3:00 pm ET, we’ll fulfill it on the same date. Most orders are processed and shipped anywhere within the contiguous U.S. in 2 days or less. Heavy items may take longer as they require ground shipping.
There’s no need for you to acknowledge or update orders fulfilled by WFS. We’ll take care of this for you. But if you want to track orders, go to the Orders page and use the Fulfilled by filter to find WFS orders. The customer will get an email and tracking number to track delivery.
If you use API to track your orders, ensure your integration is multi-line multi-quantity (MLMQ) compliant.
Returns and refunds
Customers can return most items by shipping items back directly or by bringing shipment-ready packages to a Walmart store. Most items have a 90-day return window, but check the Walmart Return Policy for exceptions.
For returns initiated in store, eligible customers will get a refund at the store. For returns initiated via Walmart.com or Walmart Customer Care, we issue refunds based on milestones between return initiation and item processing at the WFS return center. 
No shipping fees will be charged to the customer. You or Walmart will cover the cost of return processing, depending on the reason for the return. Go to WFS returns overview to learn more about our policies.
Customer support and disputes
The Walmart Customer Care team will help customers with order-related questions, such as delivery status and return issues. There’s no extra charge for this service.
You're still responsible for handling customer inquiries related to pre-purchase, such as item dimensions, specifications or fit.
As a seller, you should contact the dedicated WFS Seller Support team if you have questions or disputes. WFS Support handles order-related issues, including but not limited to:
- Returns/refunds/replacements
- Damaged items
- Missing/late items
- Cancel or change an order
- Customer appeasement
- Incorrect item listings and app/website issues
To contact Support, select the Help button in the Seller Center menu bar. Go to WFS customer returns, reimbursement and dispute processes to learn more about disputes and required documentation.
Order and return issues
In most cases, Walmart Customer Care will refund the customer for undelivered items, missing items, damage or other issues with orders. Orders and returns can vary, but here are some examples to better understand your and Walmart’s responsibility in different scenarios.
The package was lost after delivery or lost in transit
An order is considered lost after delivery when the carrier has scanned and delivered the order to the correct address, but the customer hasn’t received the item after 48 hours. It’s considered lost in transit if tracking shows no movement for 48 hours or it’s been more than 48 hours since the estimated delivery date from the carrier. Both scenarios fall under Walmart at fault, and you can expect these actions:
- The customer will be refunded by Walmart.
- Walmart will cover the return processing fee.
- You’ll keep the original sales price.
- Walmart will keep the fulfillment and referral fees.
The customer returned the item because it was not as described
A customer may return items for various reasons, such as changing their mind or because the item didn’t meet their expectations. This scenario is considered seller at fault, and you can expect these actions:
- The customer will be refunded by Walmart.
- You’ll be charged the return processing fee.
- You’ll be charged the original sales price as the sale will be reversed.
- You’ll be credited the referral fee.
- Walmart will keep the fulfillment fee.
You didn’t receive the return, but you were charged for the customer’s refund
First, check that your return rules are correct. Depending on the condition of the item, we may restock, dispose or ship the item back to you. There are also some situations where we won’t ship items back to you at all, like when there are safety issues or potential fraud. Check WFS customer returns, reimbursements and disputes for more information.
Next, download the Customer Returns Report to check the status of a customer return and if the item was processed at a WFS return center. The returned item may be in transit, or the customer may have been told to keep the item.
If you’ve confirmed that the customer didn’t send back the item or that the returned item was lost, please submit a dispute with WFS Support. Learn about when disputes are eligible and required documentation at WFS customer returns, reimbursements and disputes.