Assembly or instructions

Complaints about unclear, missing or confusing assembly instructions; or difficulty assembling or using the product. 

• Provide clear, step-by-step instructions in print and online. 

• Include all required parts. 

• Consider creating video guides. 

Cancellation

Orders canceled without customer consent or customers facing difficulty canceling orders. 

• To avoid auto-cancelations, keep your inventory levels up to date. 

• Cancel orders promptly and communicate with your customer in a prompt, professional manner. 

Carrier

Complaints related to shipping providers (FedEx, USPS, UPS) such as poor handling or delays. 

• Use reliable shipping carriers. 

• Make sure that your packages are scanned properly when you drop them off or pick them up. 

• Monitor your shipping carriers’ performance on a regular basis. 

Damaged

The item arrived broken, leaking or visibly damaged. 

• Use sturdy, protective packaging and test it for weight and fragility. 

Defective

The item doesn’t function properly, including battery or charging issues. 

• Inspect your item inventory on a regular basis. 

• Work with your manufacturers to improve the reliability of their products. 

Incorrect item

The wrong product, size or variation was delivered. 

• Verify your product listings for accuracy. 

• Make sure that SKUs, barcodes and fulfillment processes match your customer orders. 

Invalid tracking

The tracking number is missing, invalid or not updating. 

• Always provide valid tracking IDs. 

• Audit tracking uploads before marking an order as Shipped. 

Item not as described

The product’s description, photo or condition does not match what the customer received. 

• Maintain accurate and detailed listings. 

• Use clear images and highlight important product details. 

Item size or comfort

The item has sizing, fit or comfort issues (common in apparel, footwear and furniture). 

• Provide accurate size charts and notes about how an item will fit. 

• Use photos that provide context for size reference. 

Late

The item was delivered outside of the promised delivery window. 

• Monitor your shipping carrier’s performance. 

• Set realistic shipping windows and proactively notify customers about delays. 

Lost

The package never arrived (lost in transit). 

• Provide accurate tracking information and resolve package claims quickly. 

Missing item

The order arrived with missing parts, accessories or product. 

• Conduct fulfillment audits. 

• Use a checklist or barcode scan to confirm that an order is complete before you ship it. 

All other drivers

A customer review that doesn’t fit existing categories but impacts your seller performance. 

• Download the detailed report to identify trends and address the cause of an issue. 

Packaging

The packaging was inadequate or excessive. 

• Use the right amount of protective packaging.

• Balance durability with eco-friendly practices. 

Pricing feedback

The customer mentions  high prices, hidden costs or unfair fees. 

• Follow EDLP (Everyday Low Price) practices. 

• Use Walmart’s Repricer tool. 

• Monitor your competitors’ pricing and stay competitive.

Product quality concerns

The customer has issues with product safety, authenticity, expiration or sensory qualities (taste, smell, feel). 

• Work with trusted suppliers. 

• Perform regular quality and expiration checks. 

Response quality

The customer feels that your seller communication is slow, unhelpful or unprofessional. 

• Check your Message Center daily. 

• Reply in a prompt, professional manner and provide helpful solutions. 

Return

The customer faced difficulties with returning items or getting a refund. 

• Post your return policies in a clear and accessible location. 

• Process returns quickly, issue refunds promptly and provide instructions that are easy to read and understand.