Return eligibility

Before you create a return, there are a few things you should know about eligibility: 

• For multichannel sales, items can only be returned through the mail. In-store returns will not be accepted. Customers can return most items by printing a shipping label and dropping off the package at their local FedEx. 
• Follow the return window on the original ecommerce site to check if the item is eligible for return. Walmart does not manage replacements or exchanges.
• Walmart will not accept returns for certain items, such as hygienic medical equipment and prescription medications. View all restrictions in Marketplace Non-Returnable Product Types.

Fees and refunds

A return processing fee will be charged based on shipping weight. This fee covers the shipping cost and handling at the fulfillment center. We’ll charge the billing method on file, and you can view fees in the Payments page of Seller Center. 

 
Since payment happened outside of Walmart, you’re responsible for any customer refunds or store credit. Manage this from the ecommerce site where the customer originally placed the order. 

 
Set return rules

Customize your return rules to choose how we process sellable and unsellable items. You can have items restocked, shipped back to you or disposed of. (Disposal or removal fees may apply.) Please note that in-store returns are not permitted. You should also have your own return address on file with us. We'll only use a Walmart return center address for orders that'll be restocked or disposed of.

If you don’t update the settings, we’ll default to restocking sellable inventory and disposing unsellable inventory. For more details, view WFS settings: Return rules.

Create a customer return

Once you’ve determined eligibility, here’s how to create a return in Seller Center: 

1. Go to the Multichannel orders page.
2. Select Create return from the top right.
3. Search for the order.
4. Choose the quantity and return reason.
5. Download the return shipping labels and forward them to the customer. (Some returns may be split into multiple shipments.)
6. Ask the customer to print the labels and drop off packages at FedEx.

Once you’ve created a return, you cannot cancel it. However, you’ll only be charged the return processing fee once the carrier scans the shipping label. 

Track your return

Once items arrive at a returns center, associates will check them. If they're in a sellable condition, we’ll put the item back in inventory. If not, we’ll send the items back to you or dispose of them, based on your return rules.

It can take up to 2 weeks to process a return. You can track the status by downloading the Customer Returns Report, and utilizing the dedicated MCS Returns tab for your multichannel returns. This report includes the order type, date the item was delivered to the returns center, when it was scanned for receiving and the item condition upon return. To find the tracking number, check the return shipping label.