Notes

Hotkeys:
ATTEMPT TO CANCEL TEMPLATES:

Explain Attempt to Cancel
Hotkey: ccancelexp
Text: I can definitely attempt to cancel the order. However, because we process orders as quickly as possible, sometimes the order ships before the order can be canceled. If your order cancels, you'll receive a cancellation email. If your order can't be canceled, you'll receive an email when it ships. At that point, you can return the item to your local store or you can start a return online. Would you still like me to attempt to cancel your order?

Cancellation Request Completed
Hotkey: ccancelcom
Text: I’ve completed the cancellation request. As a reminder, if the cancellation request is successful you’ll receive an email confirming your item has been cancelled. This typically happens within 48 hours. You may also check the status of your cancellation request in Your Account. If it is too late to cancel, you can still return the item in accordance with our return policy.


Can't Cancel
Hotkey: cnocancel
Text: We process orders as quickly as possible, so your order is already in the shipping process and cannot be canceled. Don't worry, you can still return the item for a refund once you receive it. The easiest way to return an item is by taking it to any Walmart store along with the Easy Returns Receipt found in "Your Account." If you'd like, I can also provide you with the steps to process a return online.


MARKETPLACE TEMPLATES:
MP Contact for Customer
Hotkey: cMPcontact
Text: In order to receive the best assistance regarding your order from [enter MP seller name], allow me a few moments to escalate this issue directly to them. You should receive a response via email or phone call within 24 hours.


Marketplace - Return by Mail (Pilot)
Hotkey: cmpreturn
Text: I have requested a return label for your Marketplace item. You will receive an email containing a prepaid mailing label. Please repackage your item, place the label on the box and drop it off with the carrier indicated on the label. Once your item has been received by the Marketplace Seller's returns center, allow 48 hours to receive an update about your refund.

NO CHANGE TEMPLATES

No Change (use with another "no change" hotkey)
Hotkey: cnochange
Text: Unfortunately, we are unable to make any changes to an order once it has been placed. (Agent will use this hotkey and then choose from one of the 3 reason hotkeys below).



No Change - Cancellation Request
Hotkey: ccanreq
Text: However, we can place a request to have your current order cancelled. If your order successfully cancels, you will not be charged.



No Change - Delivered
Hotkey: cdelivered
Text: It does appear that your order has already been delivered. Please try to retrieve the package if you know the recipient. If that's not possible, we suggest disputing the charges with your financial institution.



No Change - Wrong Address
Hotkey: cwrongadd
Text: If the delivery address is incorrect, I can attempt to cancel or intercept the package to have it returned to us if it's not too far along in processing. Would you like me to attempt to cancel or intercept the package for you?


PAYMENT TEMPLATES:
Authorization Hold
Hotkey: cauth
Text: The charge you see on your account is an authorization hold. This is a pending charge which is temporary, and will process once your order has shipped. If you have requested to cancel your order and the cancellation is successful, the authorization hold will be released within 5 business days or less. Walmart does not control the actual removal on your card, it is controlled by your financial institution. If you would like this hold removed, please contact your financial institution about their authorization policy.



Walmart Credit Cards:
Hotkey: ccredit
Text: The Walmart Credit Card and Walmart MasterCard are now managed by Capital One. For further assistance with your issue we ask that you please visit walmart.com/credit or call them directly at the number on your statement or the back of your card. They will be able to assist you with any concerns or issues that you may have.



Finance Hold
Hotkey: cfinance
Text: I have looked into your account and it turns out that a piece of your payment information is still being reviewed. Our finance team may contact you if further verification is needed. You will receive a shipping confirmation email with the expected delivery date once the verification process has been completed, which can take up to 48 hours.



Payment Methods
Hotkey: cpayment
Text: We currently don't accept EBT, layaway, Cash on Delivery, or Purchase Orders for online purchases. However, we do accept the following methods of payment: credit cards, debit cards, Walmart gift cards, PayPal, and Pay with Cash. You can select "Pay with Cash" if you'd like to use a payment method that the stores accept, but is not available online.



Apply for Tax Exemption
Hotkey: ctaxapply
Text: [***AGENT Instructions: Choose best response and remove others .***]

How to become exempt with Walmart.com:
In order to make tax exempt online purchases, you must first apply for tax exempt status with Walmart.com, even if you're already exempt with our stores. Please call or go to your state's department of revenue website, complete the proper form, and complete the online application at https://www.walmart.com/taxexempt/. Applications may take 2 business days to be processed once received. Once approved, please email us again to receive a tax refund.

Marketplace orders:
I'm sorry, but Marketplace orders are not eligible for the Tax Exempt Program. We hope this will change in the future based on new Marketplace legislation in certain states.

Status of Application:
If it has been several days since your application was submitted and you have not heard back, this most likely means the application did not go through. Please visit https://www.walmart.com/taxexempt/ to complete and resubmit your application.

In store versus online exemption:
To be exempt with Walmart.com, Please call or go to your state's department of revenue website, complete the proper form, and complete the online application at https://www.walmart.com/taxexempt/.

To be exempt at a Walmart Store location, please take your documentation to the Service Desk at your local Walmart Store, and the Associate there will be able to issue you a Walmart Customer ID Number.

Tax Exempt Team has requested a specific document:
If you have questions about a specific document that our team has requested; please see the State Department of Revenue phone number for your State.



Refund Tax Exempt
Hotkey: ctaxrefund
Text: I've issued a refund of $[INSERT AMOUNT] for the taxes on order number [INSERT ORDER NUMBER]. The refund will post to your original method of payment within 5 business days or less.



Escalate for Tax Refund
Hotkey: ctaxwait
Text: I have sent your request to Walmart.com's Tax Exemption Department to adjust the taxes for order number [INSERT ORDER NUMBER]. Please allow up to 5 business days for the request to be received and adjusted. You will receive an email informing you when the refund has been issued.