MP Learn

Marketplace Learn

Academy

Guides

FAQ

Guides

Getting started

Item setup

Catalog management

Listing optimization

Order management

Taxes & payments

Policies & standards

Growth opportunities

Advertising

Shipping & fulfillment

Walmart Fulfillment Services (WFS)

Guide

Marketplace Reviews: Respond to reviews

Last updated on Nov 12, 2024

Reading time: 6 min

In this guide:

Overview
How to respond to reviews
Additional guidelines
Frequently asked questions

Overview

Ratings and reviews help increase offer conversion on high quality items. When a customer leaves a review, their inquiry will be sent to your Ratings and Reviews manager in Seller Center. In this guide, we’ll show you how to access your reviews and respond to customers.

How to respond to reviews

Step 1 — Get started

Navigate to the Ratings and Reviews manager in Seller Center. Select the bookmark next to the items you want to respond to, then select the three dots to the right of that item. Choose Respond publicly.

Notes

You can encourage your customers to submit more reviews with our Review Accelerator.

Step 2 — Write a response

Review the response guidelines then select Write a public response. You can create a custom response or use one of the following templates to get started: Seller issue, Quality issue or WFS issue.

Step 3 — Submit response

Once you’ve proofread your response, select Submit public response. You can also select Save draft if you need more time.

Notes

Once you submit a response, you can’t edit or delete it.

Additional guidelines

You’ll know if your response passed or failed moderation shortly after submitting it. Your response will be visible to the public within 72 hours of passing response moderation. Customers can view your public reply under their review on the Items page. Your response will show up as a review from your account name, and customers can tap View more to browse the detailed response.

When responding to messages, remember that your responses will be public. You won’t be able to edit or delete your response and customers can’t respond to you. Additionally, if a customer deletes their review, your response will be deleted as well. Review the table for our checklist on how to manage your reviews.

Violating the Review Response guidelines may put your account at risk of being revoked and or suspended. In addition to these guidelines, you must abide by the Marketplace Seller Code of Conduct.

Do	Don't
Protect your brand professionally and don’t take feedback personally. Acknowledge both positive and negative feedback. Apologize if appropriate, address specific concerns and stay objective. Proofread for spelling mistakes or errors. Offer further assistance by sharing your Customer Care Team contact information.	Use offensive or foreign language. Be defensive or place the blame on the customer. Share personal information (e.g., names, addresses, emails). Direct customers to non-Walmart URLs. Use the response to promote other products to the customer. Reach out to customers via other channels regarding their review. Pressure or encourage customers to edit or change their review. Offer gift cards, discounts, free products or other incentives.

Don't

Protect your brand professionally and don’t take feedback personally.
Acknowledge both positive and negative feedback.
Apologize if appropriate, address specific concerns and stay objective.
Proofread for spelling mistakes or errors.
Offer further assistance by sharing your Customer Care Team contact information.

Use offensive or foreign language.
Be defensive or place the blame on the customer.
Share personal information (e.g., names, addresses, emails).
Direct customers to non-Walmart URLs.
Use the response to promote other products to the customer.
Reach out to customers via other channels regarding their review.
Pressure or encourage customers to edit or change their review.
Offer gift cards, discounts, free products or other incentives.

Notes

You can’t respond to syndicated reviews of any kind.

Frequently asked questions

Can customers edit or delete their reviews?

Can I email customers to request feedback on items they have purchased? 

Can I send customers a sample item for review?

Why are my reviews missing?

When reviews are not displaying on Walmart.com it is usually the result of a product family issue or syndication issue:

Product families enable the sharing of reviews across items that have variants such as size, color, fabric, etc. Product families must be set up and maintained by the merchandising team. Contact your merchant for assistance if reviews are not shared between variants.   
Syndication facilitates the sharing of reviews from a supplier or brand website to Walmart.com. Items must be set up with an item ID and UPC in both the supplier’s catalog and the Walmart catalog. If your syndicated reviews are not displaying, check your catalog to ensure that these necessary data points are present.

Why is "unknown" listed in the "Item Ordered," "Ordered" or "Fulfilled by" columns?

How long does it take for a new seller or product review to post on Walmart.com?

Can customer reviews help with search engine optimization (SEO) and conversion?

I want to remove a review from my listing. What should I do? 

Can a customer leave a seller review if their order was cancelled?

Can a customer leave a seller review if they returned their items?

How do I view all of reviews for one of my items?

Can I use my response to promote other products to the customer?

How can I increase reviews for my items?

Sellers have a range of option to increase seller reviews:

Enroll eligible items into the Review Accelerator Program to incentivize customers to leave an authentic review. Check out Review Accelerator Program: How to enroll.
Import reviews from your external website by syndicating them to Walmart.com. To review a list of approved syndication providers, including Walmart's free syndication service, check out  Marketplace Reviews: Review syndication.
Conduct product sampling by working with a third-party solution provider to seed reviews. Check out  Walmart product review sampling guidelines  for more information.

Can I see the reviews that have been rejected?

What customer service phone number and email should I provide to customers?

Which reviews qualify for responses?

Was this article helpful?

About Walmart.com

Walmart Inc. (NYSE:WMT) helps people around the world save money and live better- anytime and anywhere - in retail stores, online, and through their mobile devices. Each week, approximately 240 million customers and members visit more than 10,500 stores and numerous eCommerce websites in 20 countries. With fiscal year 2023 revenue of $611 billion, Walmart employs approximately 2.1 million associates worldwide. Walmart continues to be a leader in sustainability, corporate philanthropy and employment opportunity.