Getting started
Item setup
Catalog management
Walmart Fulfillment Services (WFS)
WFS basics
Getting started with WFS
WFS item setup
Shipping to WFS
WFS Inventory management
Walmart Cross Border - Imports
Walmart Multichannel Solutions
WFS growth opportunities
WFS policies & standards
WFS programs & services
Troubleshooting
Troubleshoot WFS item template errors
Troubleshoot WFS shipping plan issues
Troubleshoot WFS receiving issues: Open a dispute claim
Troubleshoot Walmart-fulfilled orders switching to seller-fulfilled
Troubleshoot rejected or returned WFS inventory
WFS returns overview
WFS customer returns reimbursement and dispute processes
Approved Solution Provider support
Seller Fulfillment Services
Listing optimization
Order management
Taxes & payments
Policies & standards
Growth opportunities
Advertising
Walmart Seller appNew
Walmart handles the returns process for sellers using Walmart Fulfillment Services but, depending on the return reason, the seller may still be responsible for return processing fees.
In this guide we’ll discuss these fees, in which scenarios the seller will be charged, and when and how to dispute a return.
Return costs
Customers can return items through Walmart’s omnichannel Free & Easy Returns program, which applies to orders fulfilled through WFS. With the exception of the extended holiday returns window, customers have 90 days to initiate returns for most items, besides those that are listed in the Walmart Return Policy provided to customers. See all restrictions in the Marketplace Returns Policy.
Covered by Walmart | Covered by sellers |
Walmart is responsible for the cost of return processing for any returns identified as “Walmart fault.” These include:
| Sellers are responsible for the cost of return processing and return shipping fees for any returns identified as “seller fault” and “customer fault.” These include but are not limited to:
|
For more details on return fees, view the WFS Fees guide.
Dispute process and timelines
You may dispute a fee associated with a return in one of the following scenarios:
- An RTV item was not returned to you and does not fall within Walmart's reimbursement exceptions
- There is an issue with the item that was returned
- You were billed a return fee or refund incorrectly
You cannot dispute returns that have been initiated but not returned by the customer, unless you were charged back for the return.
You also cannot dispute returns where Walmart is at fault, as Walmart covers the return costs associated with these
Dispute eligibility
When you submit a dispute request, you need to provide adequate evidence to support your claim. Walmart will review your request and determine the appropriate action.
Dispute requests must be submitted within 45 days of the dispute window opening.
Dispute eligibility details:
Reason | Dispute window opens | Details |
Returned item has NOT been processed and you have not seen a reimbursement in your WFS Settlement report | 90 days after the return is initiated. | If Walmart can confirm receipt and disposition statuses from the return center, you will not be reimbursed. |
Returned item has been processed and you have NOT received the item | 45 days after the returned item was processed at the return center | Only applies to items listed as Return to seller. |
You receive a wrong item | On the date the RTS tracking is marked as delivered | |
You received a damaged item graded sellable | On the date the RTS tracking is marked as delivered | |
You were charged for a return of a non-returnable item | On the settlement date you were charged for the return | Non-fraud credit card chargebacks are not reimbursable. |
An item was dispositioned incorrectly (not return to seller) at the return center | On the received scan date at the return center |
Required documentation
You must include all supporting documentation in full when opening a dispute. Please ensure documentation file size is no larger than 5MB.
If you do not provide all required information, you will receive 3 attempts by associates to obtain the information. After the final attempt, the dispute will be closed.
Damaged return: If you receive a damaged return that is graded sellable, include clear images of the following:
- Package received with the tracking label
- Damaged product received showing the order ID and UPC sticker attachment
Incorrect item returned: If you receive an item other than the one you sold, include clear images of the following:
- Package received and the tracking label
- All items received in the return shipment
- Incorrect item received showing the order ID and UPC sticker attachment
- All pages of the pack list showing the cart ID
Returned item wasn’t restocked: Was your item delivered to the fulfillment center but not restocked? It usually takes at least 7 days to receive and restock a return once it's delivered to a return center. You can find a more detailed report in the Customer returns report in Seller Center. Please note that unsellable items can’t be restocked and may be disposed of or returned to you depending on your preferences. Unsellable items that are deemed Walmart’s fault for the return reason will not be restocked or returned regardless of your returns preference.
How to open a dispute
Please contact Seller Support to create a case. The team will then validate this information on their end and will indicate the final decision on whether reimbursement is necessary.
You may only open one case per order.
All reimbursement disputes will be handled on a case-by-case basis. Full or partial reimbursement is not guaranteed.
Reimbursement exceptions
In some scenarios, Walmart will not reimburse your return costs.
Damaged & unsellable items
If you’ve set a “return to me” rule for damaged and unsellable items, Walmart will not reimburse you the return processing fee, return shipping cost or refund amount. Walmart will also not reimburse in the following scenarios:
- If the item is too damaged to return, the Return Center will provide a document in its place to note the damage. You will not be reimbursed for the refund or return processing fee.
- If the item is damaged in transit
- If the item has perceived damage due to order ID attachment
Walmart does not capture or maintain pictures of damaged returns.
Items that are unsafe to return
Walmart will not return items deemed unsafe, regardless of your Return to me preference. The item will be disposed of, but you are still not entitled to reimbursement.
Locked, fraudulent or incorrect items
Walmart will not reimburse you for iCloud-locked devices or items with wrong serial numbers that are returned to you per your return preferences.
Walmart will not return fraudulent items, regardless of your return preferences.
Walmart Customer Care exceptions
Walmart Customer Care may approve returns outside the normal returns window at their discretion. These returns will not be reimbursed.
Seller-initiated returns and refunds
You will not be reimbursed for costs related to returns and refunds you have initiated. See our Dispute standards for more information.
Items where keep-it rules have been applied
You will not be reimbursed for items that fall under keep-it rules you have set.
Missing non-essential accessories
You will not be reimbursed for missing non-essential accessories. These are Items of equipment that are not usually essential, but which can be used with or added to something else to make it more efficient, useful or decorative.
This is not all-inclusive and is subject to Walmart discretion.
Seller- or customer-at-fault returns not returned as requested
Returns with “seller” or "customer" listed as the fault that are not returned as requested will be reimbursed at a reduced rate. This reduced rate will be based on the best valuation estimate for unsellable items of this type.