Notes

Closing
Hotkey: cty

Verify Account (to be used before spoofing)
Hotkey: cverify

You're Welcome
Hotkey: cw

Fair Warning
Hotkey: ccheck

Empathy 1 Frustration
Hotkey: cemp1frus

Empathy 1 Frustration
Hotkey: cemp1frus
Text: I understand that [INSERT SITUATION] is frustrating, and I will do everything I can to take care of this for you today. Do you happen to have your order number?

Any Questions
Hotkey: chelp
Text: Is there anything else I can assist you with today?

pnt -


ccheck

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.



Hello , how are you? Thank you for contacting Walmat.com, how may I help you?


Also another option is to go to the store and return the item in the store and will have your refund there

I apologize for this situation. I known is very important for you. Allow me to take a look at what I can do.

Can I have your order number please?


Thank you for contacting us, I hope you received a good service from me. Have a nice day.

The customer doesn't want anymore his item.

I understand that you are upset, I will do everything in my power to help you.


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?

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.