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 appropriate for the product type and weight.
• Test packaging to ensure it protects items during transit.
• Evaluate carrier performance to identify and address repetitive handling issues.

Defective

The item does not function properly or has a manufacturer's defect, such as missing parts or quality issues.

• Inspect inventory to ensure all parts are included as advertised.
• Verify that product quality matches what is displayed on Walmart.com

• Work with manufacturers to address recurring product defects.

• Ensure product images and descriptions accurately reflect the item customers will receive.

Incorrect item

The customer received an item different from what was ordered.

• Review product listings to ensure images and descriptions accurately represent the item.

• Confirm UPCs are correctly associated with the appropriate products.

• Implement fulfillment quality checks to prevent packing errors. 

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. 

Arrived Late

The item was delivered to the customer after the Expected Delivery Date. 

• Use reliable carriers with consistent on-time delivery performance.

• Review carrier performance regularly to identify patterns of delay.

• Ensure lag times and transit settings are accurate and realistic.

Lost

The package never arrived and is considered lost-in-transit.

• Use reliable carriers with strong tracking and delivery performance.
• Monitor carrier performance regularly to identify patterns of lost shipments.
• Ensure packages are scanned at drop-off or pickup to confirm carrier possession.

Missing item

The order was received but one or more items or quantities were missing (e.g., incorrect quantity shipped or item not included in the box).

• Verify that the correct items and quantities are packed for each order. 

• Implement fulfillment quality checks to prevent packing errors.

• Conduct regular inventory audits to maintain accuracy.

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. 

Miscellaneous

Customer submits a low rating on an item or seller without any written feedback, indicating a negative experience with no specific cause.

• Review your top Negative Feedback rate drivers for patterns.
• Visit the Ratings and Reviews page in Seller Center to identify trends in negative reviews.
• Cross-reference with returns, cancellations and delivery issues.