Notes

Track
Hotkey: ctrack
Text: I've tracked your order and it is expected to arrive on [INSERT EDD].

Track Order - Guest Account
Hotkey: ctrackga
Text: To track your order with a guest account, there are 2 easy steps to follow:
1. Click on the Account icon (an outline of a person on the top right corner) and select Track Order
2. Enter the email address used to place order and the last 6 digits of order number then select View Order Status

Lost after delivery (Non-HF/Not Signed)
Hotkey: cladnohf
Text: I'm sorry your package was lost after delivery. If you allow me a few moments, I'll start a replacement for you right away.

Lost after delivery (HF/Not signed for)
Hotkey: cladhf
Text: I’m sorry you haven't received your item. Our records show that this package was delivered, so we will need to investigate before we can issue a refund. In order to expedite your resolution, please file a police report and email a copy to [email protected]. Please include your order number and contact information when emailing the police report to us. Once we receive your police report, allow 24 hours for our escalation team to reach out to you.

Lost after delivery (HF-NoHF/Signed for)
Hotkey: cladsign
Text: Our records show that this package was delivered and was signed for. Please check with other members of your household, neighbors, or anyone else who may have accepted the delivery and may have the package in their possession. Otherwise, please contact your carrier or dispute the charges with your financial institution.

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UNAUTHORIZED CHARGE TEMPLATES:

Unauthorized Charge
Hotkey: cfraud
Text: Thank you for bringing this unauthorized charge to our attention. For your safety, we've blocked your account from further use and deleted any saved payment information to help prevent any future unauthorized activity. For future purchases, we will need you to use a different email address and credit card. We strongly recommend that you also get in touch with your financial institution to make sure that there has been no other fraudulent activity.



Cancel - Fraud
Hotkey: cfrcancel
Text: I've placed a request to cancel the order. If your order successfully cancels, you will not be charged. If it's not successful, you will receive a shipping confirmation. If you receive this email, please call us immediately at 1-800-966-6546 so that we may try to stop the shipment.


Contact Credit Card
Hotkey: cfrdisp
Text: Please contact your credit card issuer to alert them of unauthorized use and dispute any charges. Working with your credit card company is the best way to recover unauthorized charges and protect your account



Change Password
Hotkey: cfrpw
Text: If you use the same email address and password for accounts other than Walmart.com, we recommend changing your passwords at these sites as well. For additional information about our privacy and security policy, as well as online safety tips, please visit http://corporate.walmart.com/privacy-security/tips­ 



Stop Shipment
Hotkey: cfrstop
Text: I've placed a request to intercept your order. If the shipment is successfully stopped, you will receive a refund. If you do not receive a refund within 5 days of this email, please contact your financial institution to dispute the charges.



Phishing
Hotkey: cphishing
Text: This sounds like a phishing email. Please forward the email using the "Forward" functionality to [email protected]. It is important that we receive the email in its entirety including email headers to take any action. The email headers will not be included unless the email is "Forwarded". Please do not send screenshots or cut & paste into a new email. You will receive an autoreply from our fraud prevention team, and they will take action against the phishers but will not respond directly to you.

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WARRANTY TEMPLATES:

Warranty
Hotkey: cwarranty
Text: In order to make a claim or to have the warranty email re-sent to you, please call Asurion directly at 1-877-968-6391 or visit http://www.asurion.com/walmart

Warranty SquareTrade
Hotkey: cwarr2
Text: In order to make a claim or to have the warranty email re-sent to you please contact SquareTrade directly at 1-877-538-4389 or visit http://www.walmart.com/protection.­ 

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WHY CANCELED TEMPLATES:

Security Checks - Fraud
Hotkey: cwhyfraud
Text: I'm sorry that your order was canceled. Your order did not pass some of our security checks during processing. These checks are in place to prevent unauthorized use of your credit or debit card. Unfortunately, an online order cannot be placed at this time, but you can check your local store's inventory to see if they have the item in stock.



Why Canceled - Insult
Hotkey: cwhyinsult
Text: I'm so sorry your order canceled. All orders go through an automated security check to prevent unauthorized use of your payment method. Your order may have been canceled in error. I can challenge the cancellation to alert our validation team to manually review your order, but it will require a new order to be placed.
Within 2 days of placing your new order, our validation team will contact you or your order will begin processing. In very rare cases, it may still be canceled due to security reasons.
I am challenging this cancellation right now. Please wait at least 30 minutes, but no longer than 24 hours to place your new order. Keep in mind, you must use the same device and Walmart account to place your new order



Why Canceled - payment issues
Hotkey: cwhypay
Text: I'm sorry that your order canceled. It looks like there was an issue with your payment method. Please verify with your bank that your payment method details are correct, or try to place your order with a different card.



Why Canceled - Cancels after Interceptas
Hotkey: cwhyins2
Text: I'm truly sorry for your order canceling again. I can see your order details here and I know what I need to do to assist you. I will have my manager escalate this issue to have our validation team to investigate further, but it will require a new order to be placed. To place the new order, please wait at least 1 business day, but no longer than 72 hours from now. As before, you must use the same device and account to place your next order.

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CUSTOMER PROVIDES FEEDBACK OR COMPLAINT

Hotkey: cfeed
Text: Thank you for contacting Walmart.com. We appreciate your feedback and we understand your concerns. We value you as a customer and thank you for taking the time to provide this feedback. We will definitely report your concerns.
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MEDIA INQUIRY

Hotkey: cmedia
Text: Thank you for contacting Walmart.com. For media inquiries, please contact Public Relations/Corporate Communications at
1-800-331-0085 (Monday - Friday 7:30a-5:30p Central).
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WALMART GROCERY

Hotkey: cgrocery
Text: I apologize for your issue with Walmart Grocery. You’ve reached Walmart.com Customer Care, and I don’t have access to view your Walmart Grocery order.
However, you can email or start a chat with a Grocery agent from their contact form at http://help.walmart.com/app/grocery or you can call Walmart Grocery Customer Care directly at 1-800-924-9206. They are available 7 days a week, 8:00am – 10:00pm CT.


GOLD SELLER (TIER 1)

Cancel

Customer wants to cancel
Hotkey: cgnocancel
Text: This order has already been sent to the third party fulfilling the order. At this time the order cannot be canceled. The seller will include a return label in the packaging, and you will be able to return the item for a full refund once you receive it.



Seller Canceled
Hotkey: cgcancel
Text: I'm so sorry your order was canceled. I see this order was for an item from [INSERT GOLD SELLER NAME] and they have high standards for item availability. There are occasionally unavoidable issues though. Our system immediately sent notice to your financial institution to release the authorization hold for your order when it was canceled. If you would like, I can check to see if this item is still available for you to reorder or if we can find a similar item.



Where is My Order?

EDD has NOT passed
Hotkey: cgEDDnp
Text: The estimated delivery date for your order is xx/xx. Because this is an estimated delivery date, please let us know if you do not receive your package by 8 pm local time on the Estimated Delivery Date.



EDD has passed (On its way)
Hotkey:cgonway
Text: I have tracked your package, and I show that the item is still on its way. I would like to ask if you could wait 3 days after the estimated delivery date for your item to arrive. For this order, it would be [INSERT CURRENT EDD]. Please contact us again if you do not receive the item/order by then. I am genuinely sorry for any inconvenience.



EDD has passed (Invalid Tracking)
Hotkey: cginvalid
Text: I’m sorry, the tracking of your item seems to be invalid. We will process a refund today for you. Your item may still arrive, but you do not need to contact us if it does. You may donate or dispose of it as you wish. Your refund will go back to the original form of payment method within 5 business days.



Lost in Transit
Hotkey: cglit
Text: I’m sorry, I’ve tracked your order, and unfortunately I don’t see any movement on the package. Your package may have been lost. If you could give me a few minutes, I’m going to get you over to our escalation team for further assistance.



Wrong State
Hotkey: cgwrongsta
Text: I’m sorry, your package was delivered to the wrong state. I will process a refund for you today. Your refund will go back to the original form of payment method within 5 business days. I'm very sorry for any inconvenience.



Lost After Delivery - Not Signed For (Under $250)
Hotkey: cgladu
Text: I’m sorry your package was lost after delivery. Please give me a few minutes to get you over to someone that will be able to assist you further.



Lost After Delivery - Not Signed For (Over $250)
Hotkey: cglado
Text: I’m sorry you haven't received your item. Our records show that this package was delivered, so we will need to investigate before we can issue a refund.

In order to expedite your resolution, please file a police report and email a copy to [email protected].

If you are unable to send via email, you may fax the report to 479-204-0935. Please include your order number and contact information when emailing the police report to us. Once we receive your police report, our escalation team will reach out to you within 7 days.



Lost After Delivery - Signed For
Hotkey: cgladsign
Text: I’ve tracked your package, and our records show that this package was delivered and was signed for. Please check with other members of your household, neighbors, or anyone else who may have accepted the delivery and may have the package in their possession. Otherwise, please contact your carrier or dispute the charges with your financial institution.



Stuck in Processing
Hotkey: cgstuck
Text: I'm sorry, there has been a delay in shipping your order. If you could please give me a few moments, I will be happy to get you over to someone that will be able to assist you further.



Returns

Special Tag
Hotkey: cgsptag
Text: Some dresses and eveningwear have special tags attached. The special tag must still be attached as it was when you received it. This item must be within the [INSERT SELLER NAME] return policy. The return policy is available by viewing the seller's page on Walmart.com.

You can return them using the prepaid return label included in the packaging, or if you do not have that return label, I can create a new one and email it to you. Your refund will be issued back to your original method of payment within 5 business days from the date your item is checked into the Return Center, which is typically up to 2 days after tracking shows it was delivered.

Returns

Special Tag
Hotkey: cgsptag
Text: Some dresses and eveningwear have special tags attached. The special tag must still be attached as it was when you received it. This item must be within the [INSERT SELLER NAME] return policy. The return policy is available by viewing the seller's page on Walmart.com.

You can return them using the prepaid return label included in the packaging, or if you do not have that return label, I can create a new one and email it to you. Your refund will be issued back to your original method of payment within 5 business days from the date your item is checked into the Return Center, which is typically up to 2 days after tracking shows it was delivered.



No Lord &Taylor Store Returns
Hotkey: cgnostore
Text: Although this item was purchased on Walmart.com, Lord & Taylor and Walmart stores have no way to process a return, but I'm happy to assist you with a mail-in return if you'd like.

Price Match / Price Reduction

Transfer to Customer Resolutions - Price Match/Red
Hotkey: cgst2price
Text: Thank you for submitting your pricing request. Please hold for a moment while I transfer your request to our Price Match team.

GOLD SELLER TEMPLATES (CUSTOMER RESOLUTIONS TEAM)

T2- Refund Not Received - Less than 48hr
Hotkey: t2cgnoref
Text: I'm sorry you have not received your refund. I kindly ask that you allow at least 48 hours from the date of the delivery for the item to be checked in. Once it has been checked in a refund will be processed, and it may take up to 5 business days to process to your original form of payment.



T2- Invalid Tracking (Agent/Mgr Refund)
Hotkey: t2cginv1
Text: I’m sorry, the tracking of your item seems to be invalid. I will process a refund for you today. Your item may still arrive, but you do not need to contact us if it does. You may donate or dispose of it as you wish. Your refund will go back to the original form of payment method within 5 business days.



T2- Invalid Tracking (Over $2,000.00)
Hotkey: t2cginv2
Text: I’m sorry, the tracking of your item seems to be invalid. I will be escalating this issue to our Marketplace Business Support Team, and they will initiate your refund within two business days. Your refund will go back to the original method of payment within 5 business days.



T2 - Lost in Transit (Agent/Mgr Refund)
Hotkey: t2cglit1
Text: I'm sorry, I’ve tracked your order, and unfortunately I don’t see any movement on the package. Your package may have been lost. I will process your refund today. Your refund will go back to the original form of payment method within 5 business days. I’m very sorry for any inconvenience.



T2 - Lost in Transit (Over $2,000.00)
Hotkey: t2cglit2
Text: I'm sorry, I’ve tracked your order and unfortunately I don’t see any movement on the package. I will be escalating this issue to our Marketplace Business Support Team, and they will initiate your refund within two business days. Your refund will go back to the original method of payment within 5 business days.



T2 - Wrong State (Agent/Mgr Refund)
Hotkey: t2wrong1
Text: I’m sorry your package was delivered to the wrong state. I will process a refund today for you. Your refund will go back to the original form of payment method within 5 business days. I'm very sorry for any inconvenience.



T2 - Wrong State (Over $2,000.00)
Hotkey: t2cgwrong2
Text: I’m sorry your package was delivered to the wrong state. I will escalate this issue to our Marketplace Business Support Team, and they will initiate your refund within two business days. Your refund will go back to the original method of payment within 5 business days.



T2- LAD Not Signed For (Under $250)
Hotkey: t2cglad1
Text: I'm sorry, I’ve tracked your order, and unfortunately I don’t see any movement on the package. Your package may have been lost. I will process your refund today. Your refund will go back to the original form of payment method within 5 business days. I’m very sorry for any inconvenience.



T2- LAD Not Signed For (Over $250)
Hotkey: t2cglad2
Text: I’ve tracked your package, and our records show that this package was delivered. Please check with other members of your household, neighbors, or anyone else who may have accepted the delivery and may have the package in their possession. Otherwise, please contact your carrier or dispute the charges with your financial institution.



T2- Stuck in Processing
Hotkey: t2cgstuck
Text: This item is ordered from one of our Marketplace sellers and appears to be stuck in processing. There are several reason that this can occur including operational and system issues. I apologize for the inconvenience. At this point, the best option would be to attempt to cancel the item/order and reorder if you still want it. I can definitely arrange a request that they attempt to cancel your order. However, sometimes orders ship before they can be canceled. If your order cancels, you'll receive a cancellation email. If your order cannot be canceled, you'll receive an email when it ships. At that point, you can decide whether you wish to keep it when it is delivered. There will be a returns label in the package. Would you still like me to go ahead and attempt to cancel your order with [GOLD SELLER NAME]?



T2- Price Match Policy - Gold Seller
Hotkey: ct2gpmpol
Text: In this case, we are honoring competitive price matches on behalf of the seller at their request. To see more details about the competitors under this policy, please see the seller's policy on the seller page on Walmart.com at [INSERT LINK TO SELLER PAGE].



T2- Price Match Deny - Retailer - Gold Seller
Hotkey: ct2gdeny1
Text: I'm sorry, but I'm unable to match the price being offered by [INSERT NAME OF COMPETITOR HERE]. We price match with an approved group of our primary competitors, and [INSERT NAME OF COMPETITOR HERE] is not part of that group.



T2 - Price Reduction Deny - OOS - Gold Seller
Hotkey: ct2gdenyr1
Text: We're happy to offer price reductions as a courtesy to our customers during the item return window if the item is currently in stock. It appears this item is currently out of stock.



T2 - Price Reducton Deny - Return Window -Gold Seller
Hotkey: ct2gdenyr2
Text: We're happy to offer price reductions as a courtesy to our customers during the item return window if the item is currently in stock. It appears that the return window for this item ended on [INSERT RETURN DATE].

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TRACKING / WISMO TEMPLATES:



Backorder
Hotkey: cborder (use with cborder2 or cborder3)
Text: At this time, it appears that [INSERT ITEM] is on backorder.This means that the shipping center nearest you does not have that item. Rest assured, the system is checking other centers for the item so that we can fulfill it for you.



Backorder - Item in stock online
Hotkey: cborder2
Text: [INSERT ITEM] is currently in stock on the website, so it will most likely be fulfilled from a different center within 3-10 business days. If another center is not located within 10 business days, the order will cancel. We truly appreciate your patience during that time.



Backorder - Out of stock online
Hotkey: cborder3
Text: [INSERT ITEM] is currently out of stock on the website; however, the system will check other centers for 10 days to see if it can be fulfilled. After 10 business days, the system will automatically cancel the order if another center is not found. We truly appreciate your patience during that time.



Shipping Label Created - Not Stuck
Hotkey: clabel
Text: Our records indicate that a shipping label has been created for your order, and your package should be picked up by the carrier within the next 24 hours. Once this occurs, the tracking information for your order will update.



Lost in Transit
Hotkey: clost
Text: I've researched your order and have determined that it was lost during shipment. I apologize for the inconvenience. Would you like me to send you a replacement?



Place Order
Hotkey: cnoorder
Text: For the safety and security of your financial information, we are unable to place orders or accept payment information over chat. If you would like a phone agent to assist in placing an order, please call us at 1-800-966-6546.



Processing
Hotkey: cpred
Text: Your order is processing and should arrive on [INSERT DATE]. Once it has shipped, you will receive a shipment confirmation email containing the tracking information.



S2S Ready for Pick Up
Hotkey: cready
Text: Your order is ready for you to pick up at the store you selected. Please have a valid photo ID and your order number ready when you go to pick up your order.



Re-Shop PUT Order
Hotkey: creshops2s
Text: I've researched your order and it appears the Walmart store you selected during checkout is currently out of stock of the [INSERT ITEM(S)] and will not be available for Pick Up Today. In order to ensure that you received your items as quickly as possible, a new order has been placed for you at no additional charge. Your items will now be delivered to the store and you will receive a notification once your items are ready for pickup.



Re-Shop PUT Order 2
Hotkey: creshopput
Text: I've researched your order and it appears the Walmart store you selected during checkout is currently ouf of stock of the [INSERT ITEM(S)] and will not be available for Pick Up Today. However, we were able to locate the item at another Walmart store in your area. Your order is being processed by Walmart store [INSERT WALMART STORE #] at [ENTER ADDRESS]. You will receive a notification once your order is ready for pick up.



Stuck in Processing
Hotkey: cstuck
Text: Your item appears to be stuck in processing. There are several reasons that this can occur including operational and system issues. I apologize for the inconvenience. At this point, the best option would be to attempt to cancel the item and reorder if you still want it. Would you like me to attempt to cancel your order?