Notes

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.

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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?

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.



Lost after delivery High Fraud Police Report After 24 Hours
Hotkey: cladhfpr
Text: I'm sorry that you have not received a resolution. Our team may be experiencing a slight delay. Please allow an additional 24 hours for a response.

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