Notes

HARMACY
Pharmacy (Limited Access)
Hotkey: cpharmlim
Text: Due to health privacy laws and to protect your personal health information, I have very limited access to your pharmacy account information. If your local pharmacist has been unable to assist, I can escalate to the proper team who can assist you further.

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PHOTO
Photo Cloning
Hotkey: cphoto
Text: I am sorry for the troubles experienced with your photo order. We can refund your order and assist you with adding the same order to your cart.



Photo Chat Transfer
Hotkey: cphoto1
Text: We have a specialized photo chat team dedicated to assist with this type of issue. Do you mind holding briefly while I get your chat transferred to a photo chat team member?



Direct Photo Chat
Hotkey: cphoto2
Text: We have a specialized photo chat team dedicated to assist with this type of issue. They are closed at the moment, but I can provide you the steps to reach them between 7am and 11pm CST.
1. Go to www.walmart.com and click on All Departments under the Walmart logo in the top left corner
2. Click on Photo, Gifts & Personalized Shop
3. Click on Photo
4. Click on Chat Now in the bottom left corner of the Photo home page
5. Complete the chat form and click Submit

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PRICE MATCH TEMPLATES:

Price Match Policy
Hotkey: cmatch
Text: You can read our full Online Price Matching Policy at http://help.walmart.com/app/answers/detail/a_id/31.


Price Match Deny- Holiday
Hotkey: cpmd1
Text: The Walmart.com Price Matching Policy excludes prices shown between Thanksgiving and Cyber Monday. For 2018, Thanksgiving and Black Friday sales begin on Wednesday, November 21st at 9p.m. Central, so I am unable to match that price. I do apologize for the inconvenience.



Price Match Deny - Retailer
Hotkey: cpmd2
Text: Unfortunately, we do not price match with [*** INSERT RETAILERS NAME ***]. The item must be sold and fulfilled by one of these online retailers: Academy.com, Amazon.com, Autozone.com, Babiesrus.com, Basspro.com, Bedbathandbeyond.com, Bestbuy.com, Cabelas.com, Chewy.com, Dickssportinggoods.com, Dollargeneral.com, Familydollar.com, Homedepot.com, Jcpenny.com, Kmart.com, Kohls.com, Lowes.com, Michaels.com, Newegg.com, Officedepot.com, Oreillyauto.com, Pepboys.com, Petco.com, Petsmart.com, Sears.com, SportsAuthority.com, Staples.com, Target.com, Toysrus.com, Walgreens.com.



Price Match Deny-Third Party/Marketplace
Hotkey: cpmd3
Text: Unfortunately, we do not match prices from, or on behalf of Marketplace and third-party sellers. The item must be sold and fulfilled by one of these online retailers: Academy.com, Amazon.com, Autozone.com, Babiesrus.com, Basspro.com, Bedbathandbeyond.com, Bestbuy.com, Cabelas.com, Chewy.com, Dickssportinggoods.com, Dollargeneral.com, Familydollar.com, Homedepot.com, Jcpenny.com, Kmart.com, Kohls.com, Lowes.com, Michaels.com, Newegg.com, Officedepot.com, Oreillyauto.com, Pepboys.com, Petco.com, Petsmart.com, Sears.com, SportsAuthority.com, Staples.com, Target.com, Toysrus.com, Walgreens.com.



Price Match Deny - Quantity
Hotkey: cpmd4
Text: Our quantity limit for price matching is one item, so if you only purchase one, I can definitely match it for you.



Price Match Deny - Return Window
Hotkey: cpmd5
Text: We're happy to offer price matches as a courtesy to our customers during the item return window. It appears that the return window for this item ended on [INSERT RETURN DATE].



Price Match Deny - Other
Hotkey: cpmd6
Text: In looking at the item on [INSERT COMPETITOR'S NAME HERE], I see that it is [out of stock, on clearance, a different color, a different model, etc.]. I'm unable to match the price being offered by [INSERT COMPETITOR'S NAME HERE].



Price Match Approved 2+ Days Ago
Hotkey: cpm2days
Text: Once a price match is approved, the order must be placed within 2 days to receive an adjustment. This order was placed after the 2 days so I will need to re-verify the match. If the item still qualifies, I'm happy to honor your price match request.



Online Price Different From Store Price
Hotkey: cpricedif
Text: We always work to offer the best price online relative to other sites. Our online prices are sometimes different than our stores prices - some items are priced lower and some are priced higher. If a store price is lower, you can access those store prices online by choosing to pick up the item in that store through Pickup Today (if available for that item). Or, you may visit your local store and purchase it directly. If there's anything else I can do for you today I will be happy to help.



No Match with Our Stores
Hotkey: cpmstores
Text: It simply costs less to sell some items in stores. If the price in store is lower, you can get that price by going to that store, or by choosing pickup today if available for that store. We do price match other online retailers. A list of the sites we will match can be found at https://help.walmart.com/app/answers/detail/a_id/31. If there's anything else I can do for you today I will be glad to help.



Transfer to Customer Resolutions Team - price match
Hotkey: cpmtrans
Text: Thank you for submitting your price match request. Please hold for a moment while I transfer your request to our Price Match team.

Price Reduction Deny
Hotkey: cnopr

Text: Thank you for submitting a price reduction request.
Our business model is focused on offering everyday low prices and we continue to invest in keeping prices low on the front end. As part of this, Walmart.com will no longer offer price adjustments on items purchased from Walmart.com that later decrease in price. We stand by our commitment to offering customers the lowest price, and as a part of that, continue to price match against eligible online retailers.
You can read our full Online Price Matching Policy here.

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RETURNS TEMPLATES

Call Tags
Hotkey: ccalltag
Text: I have requested FedEx to pick up your item on [INSERT DATE]. You should receive a prepaid label by email within a few hours. Please have your item packaged with the label affixed and ready for pickup by the scheduled date.


Freight Call Tags
Hotkey: cfreight
Text: I have requested freight carrier [INSERT CARRIER] to pick up [ITEM NAME]. [INSERT CARRIER] will contact you within 3-5 business days to schedule the pickup of your item. Could you please provide me with the best telephone number for the carrier to reach you to schedule the pickup?



Outside Return Period
Hotkey: cnoreturn
Text: Unfortunately, your item is outside of Walmart's return policy. The good news is that the manufacturer of your item may provide extended coverage. I can provide you with the manufacturer's information so that you can see if it is covered under a manufacturer's warranty. Here is the manufacturer's information: {INSERT NAME AND PHONE NUMBER]



Refund Question
Hotkey: crefund?
Text: I’m sorry your order was [INSERT REASON]. Since you do not want a replacement, I can process a refund instead. Would that be okay?



Refund - Insant
Hotkey: crefund
Text: I've issued a refund of [INSERT $ AMOUNT] for your item. You will receive a confirmation email as soon as the refund is processed. The refund will post to your original payment method within 5 business days.



Refund – Mail Back
Hotkey: crefundmb
Text: I’ve initiated a refund for your item(s). Once the item(s) are returned and checked in at our return center, your refund will be processed. You will receive a confirmation email as soon as the refund is processed and it will post to your original payment method within 5 business days.


Refund – First Scan
Hotkey: crefundfs
Text: I’ve initiated a refund for your item(s). Once the item(s) are scanned by the carrier, your refund will be processed. You will receive a confirmation email as soon as the refund is processed and it will post to your original payment method within 5 business days.


Replacement Question
Hotkey: creplace?
Text: I'm sorry your item was [INSERT REASON]. Would you like me to start the replacement process?


Replacement - Instant & First Scan
Hotkey: creplace
Text: I've replaced the [INSERT ITEM NAME] in your order. You'll receive an email confirmation with your new order number shortly.


Replacement – Mail Back
Hotkey: creplacemb
Text: I’ve started the replacement process for the [INSERT ITEM NAME] on your order. You will receive a confirmation email as soon as the replacement item is shipped out. The replacement will be shipped out once the Return Center receives your original item.


Replacement - First Scan
Hotkey: creplacefs
I’ve started the replacement process for the [INSERT ITEM NAME] on your order. You will receive a confirmation email as soon as the replacement item is shipped out. The replacement will be shipped out once FedEx or the USPS scan your original item.



Return an Item
Hotkey: creturn
Text: You may return your purchase at any Walmart store or through the mail. The item must still be within the return policy. Instructions to return an item are available here: http://www.walmart.com/returns/returns_how.gsp



S2S Refund
Hotkey: cs2srefund
Text: To receive a refund for an order to be picked up in store, you have two options. You can go to the Site to Store counter and request a full refund, or you can simply not pick up the order. Any item that isn't picked up within 7 days will be canceled and refunded.



Keep It! Item expectations
Hotkey: ckeepit
Text: I have processed a [refund/replacement]. There is no need to return the item to us. You can actually donate or discard it, whichever you see fit.



In-Store Purchase
Hotkey: cinstore
Text: I'm sorry for the confusion, but we are unable to pull up your order since that item was purchased in a store. Please call our Store Customer Service at 1-800-925-6278, option 2 and then option 2 again.


Returns Agreement
Hotkey: cagree
Text: I'm happy to help you, and will take care of this for you.
Please know that if the designated returned center does not receive the following items back within 30 calendar days, you will be recharged [total$recharge amount].
(INSERT ITEM NAME - INSERT QUANTITY)
After we are finished, you will get an email with a prepaid return shipping label to a designated return center (or call tag if applicable).
Please do not take your return to a store. It must go to the address specified on the label in order to avoid recharge.

Do you agree?

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