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Order management
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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
Multichannel Solutions: Overview
Multichannel Solutions: Set up items
Multichannel Solutions: Add sales channels
Multichannel Solutions: Manage customer orders
Multichannel Solutions: Troubleshooting fulfillment
Multichannel Solutions: Create customer returns
Multichannel Solutions: APIs and solution providers
WFS growth opportunities
WFS policies & standards
WFS programs & services
Troubleshooting
As customers place orders on your eCommerce sites, you’ll need to add the orders to Seller Center for Walmart to fulfill. In this guide, we’ll show you how to manage customer orders and track delivery progress.
Check in-stock inventory
Once you’ve sent items to a Walmart fulfillment center, we treat them as a single pool of inventory. This means we fulfill orders on a first-come, first-serve basis, without reserving units for each sales channel.
Generally, items stored at fulfillment centers are eligible for Walmart orders, off-Walmart orders or both. In some cases, units may be stored at specific facilities that can do multichannel fulfillment. That means only a subset of your total available inventory is eligible for off-Walmart orders.
Here’s how to check real-time inventory you have in stock for Walmart and off-Walmart orders:
- Log into Seller Center and go to Inventory.
- Select Download at the top of the table to download the inventory list.
- In the downloaded file, look for Multichannel Solutions Available to Sell Units. This tells you how many units are available for multichannel orders at that moment.
For a more detailed view, download the Inventory Health Report and select Available for Walmart Multichannel Solutions. "All WFS Inventory” shows all inventory you have available for an item across the Walmart network. The multichannel option downloads a report for any inventory that’s at a WFS facility and eligible for multichannel fulfillment. This report will show the number of units shipped in the last 7 or 30 days instead of units sold. Most inventory will be reflected in both versions.
When you first use Multichannel Solutions, it may take up to 1 hour for data to appear in the Inventory Health Report. It may also take up to 3 hours for the report’s data to refresh, compared to the real-time data in the Inventory page download.
Create multiple orders
If you have multiple customer orders for fulfillment, you can add all of them at once through a downloadable template.
- Log into Seller Center and go to the Multichannel Orders page.
- Select Manage fulfillment, then Multiple orders from the dropdown.
- Download the template.
- Fill in the template with order channel IDs. You can find these in the Multichannel Settings page under the Sales channel ID column.
- Add customer information and item details.
- Choose the ship speed in the Shipping Method column.
- Upload the template and submit.
After you submit, our system will check the file. To track the status, go to the Submission status link at the top of the Multichannel Orders page. Download the error report to view issues, edit and resubmit. Here are common errors and how to fix them:
Error message | Next steps |
|---|---|
Orders are failing because of same SKU with same lineId. | There’s a duplicate order. This may happen if you’re creating a row for each unit, rather than each order.
|
Delivery promised failed. | There may not be enough inventory to fulfill the order. Please check your inventory before placing an order and restock if necessary. |
If there are no issues, the customer orders will appear on the Multichannel Orders page. You’ll also see a Delivered by date, based on your chosen ship speed. Once we start fulfilling the order, you can’t make any changes to the items, quantity or delivery address.
Integrate with our APIs to automate orders.
Create a single order
If you want to add customer orders one at a time, you can easily enter all the information.
- Log into Seller Center and go to the Multichannel Orders page.
- Select Manage fulfillment, then Single order from the dropdown.
- Add the sales channel ID, customer information, shipping speed and item details.
- Review the order, then submit.
Always select Residential as the address type, regardless of the actual location. We do ship to commercial addresses, but can’t currently specify that for the order. We ship to any valid US address, except PO Boxes.
The customer order will then appear on the page. You’ll also see a Delivered by date, based on your chosen ship speed. Once we start fulfilling the order, you can’t make any changes to the items, quantity or delivery address.
Non-sort items, which are typically greater than 30 lb. in shipping weight, can only be shipped by standard (3-5 business day) speed. Your item is non-sortable if it weighs >30 lb. OR if its longest side is >25" OR if its smallest side is >14".
Cancel orders
You can request to cancel within 1 hour of creating the customer order and as long as the status is still New. This means we haven't started fulfilling items yet. However, if that 1-hour window interferes with the delivery promise date, your cancellation request will be reviewed but cannot be guaranteed.
Canceling an order sends a request to the fulfillment center. However, it doesn’t guarantee cancellation if associates have already started preparing the order.
Here’s how to request a cancellation:
- Log into Seller Center and go to the Multichannel Orders page.
- Find the order, then select the 3 dots and choose Cancel.
- Check the status. If your order is successfully canceled by the fulfillment center, the status will change to Canceled.
If any line item within the customer order is canceled, then the whole order will be canceled too.
Track delivery
The regular Orders page does not have detailed or accurate information about non-Walmart orders. Always track fulfillment on the Multichannel Orders page through these statuses:
- New: You added a customer order, but we haven’t started fulfilling it yet.
- Acknowledged: The fulfillment center is picking and packing items for the order.
- Shipped: Items are on their way to the customer.
- Delivered: Items have arrived at the customer’s address.
- Canceled: You or Walmart canceled the customer order. For example, this may happen if an item is out of stock.
When the status is Shipped or Delivered, you’ll be able to view tracking information:
- Log into Seller Center and go to the Multichannel Orders page.
- Select a customer order and open the dropdown.
- Check the Tracking # column to view the carrier and tracking number.
- To view real-time tracking for multiple orders at a time, select Download.
If you don't see the Tracking # column, make sure to configure the columns in your table.
If you chose expedited shipping, you’ll normally see the tracking number within 1 business day of creating the order. If you chose standard shipping, you’ll normally see it within 2 business days.*
*This may vary depending on fulfillment centers’ cutoff times. During peak (October 1–December 31), sales events and other circumstances, it may also take longer to see tracking numbers.
For a more detailed, historical view, download the Orders Report. This has a separate tab for Walmart Multichannel Solutions, including shipped date, carrier and tracking number. Tracking is updated on the report every 24 hours, compared to the real-time data on the Multichannel Orders page.