Return and reimbursement costs

Covered by Walmart

Walmart is responsible for the cost of return shipping for any returns identified as “Walmart fault.” 

These include:

• Damaged in transit to customer 

• Lost in transit 

• Late to arrive 

• Incorrect item received 

• Unable to deliver 

• Shipping box damaged 

• Lost after delivery 
  

Covered by sellers

Sellers are responsible for the cost of return shipping and return charges for any returns identified as “seller fault” and “customer fault.”  

These include but are not limited to:

• Poor quality 

• Missing parts or instructions 

• Not as described 

• Device or part(s) do not work 

• Defective 

• Seller issued refund 

• Bought another size or color 

• Bought somewhere else  

• Lower price 

• Customer refused shipment 

• No longer wanted/changed mind 

• Difficult to setup/not compatible 

• Color not as expected 

• Did not like fabric 

For further details on fees, view the WFS Fees guide under Return processing & exceptions. 

What Walmart will not reimburse

• Returns received in reference to your “return to me” preference that were graded unsellable and returned to you damaged. This also includes letters attached to your pack list that indicate an item couldn’t be returned due to being too damaged, damaged in transit, marked as fraudulent, unsafe to return.  

•  Items that are unsafe to return. Walmart will ignore your “return to me” preference and dispose of the item, however you are still not entitled to reimbursement.  

• iCloud-locked devices that are returned via RTV 

• Wrong serial numbers that are returned via RTV 

• Returns that were approved by Walmart Customer Care outside the normal returns window 

• If an item was graded as a restock but was returned via RTV (Regrading will not reflect to Sellers awaiting a pending product upgrade.) 

• Perceived damage to RTV items due to Order ID attachment 

• Missing accessories (items of equipment that are not usually essential, but which can be used with or added to something else to make it more efficient, useful, or decorative. This is not all-inclusive, and are subject to Walmart discretion.  

• Item category, order, dept keep it rules applied

Dispute process and timelines

Dispute eligibility

Returns must have been received by you from the Return Center per your “return to me” preference. You cannot dispute returns that have been initiated but not returned by the customer, unless you were charged back for the return. 

You may only dispute one customer return order per case. 

You're eligible to open a dispute:

• If it has been 90 days since the customer returned the item, the item has still not been received/processed at the return center, and you have not seen an automatic reimbursement reflected in your WFS Settlement Report, you then have 45 days to open a dispute.  
• If it has been 45 days since the return was received and processed in the Return Center as return to seller, and you have still not received the item, you then have 45 days to open a dispute.  Returns with “seller” or "customer" listed as the fault that are not returned as requested will be reimbursed at a reduced rate. This reduced rate will be based on the best valuation estimate for unsellable items of this type.  

• If you were charged for a return for a non-returnable item, you have 45 days to dispute from the settlement date in which you were charged back for the return.  

Required documentation 

You must include all supporting documentation in full when opening a dispute case. If not all information is provided, you will receive 3 attempts by associates to obtain the information. After the final attempt, the dispute case will be closed and uninvestigated for lack of cooperation. 

• Damaged return: Open a dispute case if you receive a damaged return that is graded sellable.
  Include clear images of the following:  

1. Package received and the tracking label 
2. Damaged product received showing the order ID and UPC sticker attachment 
   

• Incorrect item returned: If you receive an item other than the one you sold, you should proceed with opening a dispute case.  
  Include clear images of the following:  

1. Package received and the tracking label 
2. Incorrect item received showing the order ID and UPC sticker attachment 
3. All pages of the pack list showing the cart ID    
4. All items received in the return shipment  
   

• Returned item wasn’t restocked: Was your item delivered to the fulfillment center but not restocked? It usually takes at least 7 days to receive and restock a return once it's delivered to a return center. You can find a more detailed report in the  Please note that unsellable items can’t be restocked and may be disposed of or returned to you depending on your preferences. Unsellable items that are deemed Walmart’s fault for the return reason will not be restocked or returned regardless of your return preference. 

How to open a dispute 

Please contact seller support to create a case. The team will then validate this information on their end and will indicate the final decision on whether reimbursement is necessary.