Ineligible for reimbursement

Items may not qualify for reimbursement if:

• The order is marked as delivered by the carrier.
• The order is undeliverable and returned to your address.
• You use Multichannel Solutions to fulfill any order placed on Walmart.com, including seller-fulfilled orders.
• You use Multichannel Solutions to remove items from a fulfillment center.

How to create a Support case

1. Select the Help button in the Seller Center menu bar to contact Support.
2. Rather than describing your issue, select Issue categories, then select these links: Walmart Fulfillment Services (WFS) Program > Walmart Multichannel Solutions > MCS Outbound Order and Return Issues.
3. If the suggested guides don’t answer your question, select Get in touch with us.
4. Describe your issue. If there’s a problem with a customer order, add the customer or purchase order number. If there’s a problem with a customer return, add the return ID. (You can find these on the Multichannel Orders page in Seller Center.)
5. Attach files. View the following sections to learn more about required documentation.

Late delivery

On the Multichannel Orders page and Orders Report, you can view tracking details and an estimated delivery date. In rare cases, delivery may be delayed due to carrier issues, local weather or other unexpected circumstances.

Lost in transit or lost after delivery

Always check that the address for the order is correct before submitting. Please also check the tracking number before submitting a Support case. Orders marked as delivered by the carrier don't qualify for reimbursement.

If an order remains undelivered 10 days past the estimated delivery date, create a Support case and include: 

• Customer order number 

• Proof of the original order from the eCommerce site, including GTIN or SKU, quantity, customer name, address and sale price 

• Tracking number 

• Proof of any refund, including the refund amount,* or replacement provided to the customer. This proof should be a screenshot from the original eCommerce site. 

_{*Walmart will reimburse the value up to $300 for an eligible single unit.} 

Please manage any customer refunds or credits on the eCommerce site where the order was originally placed. 

Damaged, wrong or missing items 

If an item arrives damaged, the wrong item is shipped or an item is missing, Walmart will credit you the average sale price.* We will retain the fulfillment fee. To claim a reimbursement, create a Support case and include: 

• Customer order number 

• Proof of the original order from the eCommerce site, including GTIN or SKU, quantity, customer name and address 

• Proof of any refund, including the refund amount,** or replacement provided to the customer. This proof should be a screenshot from the original eCommerce site. 

• Photos of the damaged, wrong or received item 

• Description of the damage or difference 

_{*Average sale price is defined in the Walmart Multichannel Solutions Service Description.}  

_{** Walmart will reimburse the value up to $300 for an eligible single unit.}  

Claims can be filed between 10 and 50 days from the time of delivery, as confirmed through tracking information. You can have the customer keep the item or ship it back to Walmart for a fee. Items that don’t match the original order will be disposed of upon return, regardless of your return rules. 

Damaged or lost in fulfillment center 

If an item is damaged or lost while in Walmart’s possession, we’ll credit you the average sale price.* Adjustments will be reflected in your next payment cycle. 

_{*Average sale price is defined in the Walmart Multichannel Solutions Service Description}

Expired inventory 

Items with an expiration date ship on a first-expired, first-out approach. To protect customers, we remove items from inventory if the expiration date is within 30 days. Based on your return rules, we’ll either dispose or ship the items back to you. 

Inventory may not be received if the expiration date is within 60 days. Pull dates are based on the "Minimum Days of Shelf Life from Production" value you entered during item setup. View Prepare & pack shipments to learn more about expiration dates.