Notes

I know it can be frustrating to see the tracking information updated as delivered and that you did not receive your order yet. Over the last few days, we have implemented a new on-boarding system with our carriers to track packages and avoid unnecessary return processes for our customers and to reduce the wait time of the final delivery of packages. This process normally takes 48hrs to be completed, could you please be so kind to wait until Sunday at 8 pm to see if your package shows up?, if for any reason you don't receive your order on that date, do not hesitate to contact us back and we will process your full refund or send a replacement if possible.


It's been my pleasure helping you today. I’ll be ending this chat now. If you need any help in the future, please remember that you can also visit the Help Center on our website for answers to frequently asked questions and concerns. Thanks for chatting with me and have a great day!




https://pfedprod.wal-mart.com/idp/startSSO.ping?PartnerSpId=accertify&ACSIdx=1

Could you please confirm your order number?

Hello, $contacts.name.first! I hope you are doing well today.

Hello, it's a pleasure assisting you today. Please, tell me, how may I help you?

If there is anything else I can assist you with, please, feel free to let me know and I will be more than happy to assist you.

I'm so sorry to hear that I do apologize for all this inconvenience, I know that it's very important for you, let me take care of this for you today, please.





I do apologize for the inconvenience, I know that it's very important for you.

I definitely understand why you contacted us, it’s very important. Allow me to take a look at what I can do.



I have checked on my system and I can see that your order was purchased from one of our third party sellers. All our Marketplace Sellers have the Walmart.com Warranty. We have two options in this case, the first one is to send an escalation directly to them requesting accurate updates or a replacement if possible and they will contact you back with your resolution in no more than 48hrs. And the second one would be to process your refund and you will be able to reorder if the item still available. May I have your permission to send the escalation or you would prefer a refund?




I have checked on my system and I can see that your order was purchased from one of our third party sellers. All our Marketplace Sellers have the Walmart.com Warranty. In this case I have to send an escalation directly to them requesting accurate updates or a replacement if possible and they will contact you back with your resolution in no more than 48hrs. May I have your permission to send the escalation?




Thank you for confirming, I have sent your escalation now. This is your reference number in case you need to contact us back. Please, in case they don't contact you or don't provide you with a good resolution, do not hesitate to contact us back and we will take exceptional actions with our Higher Resolution Department to have this resolved as soon as possible. Please, accept my deepest apologies for the inconvenience.


I will do my best in order to get the best solution for you.

Let me take care of this for you today.

Who am I the pleasure to speaking with?

MARKETPLACE

I have checked your order and I can see that your item was purchased from one of our third party sellers please, do not worry, I have contacted the seller and they will be more than happy to contact you within 24 hrs. The seller is the best contact because they are the experts in supporting what they sell. So, they will be more than happy to contact you via email at

In case they don't contact you or do not provide you with a good resolution, please, do not worry and contact us again, we will be more than happy to take more actions with our Higher Resolution Department, I really understand how important is it for you, please, accept my apologies for all this inconvenience.

FINANCE HOLD

Thanks for your patience $contacts.name.first I have verified the order information and found that it has been placed in a finance hold.A finance hold means when Walmart's Verification Team reviews your payment information as an additional verification measure in order to ensure your financial safety and protect you from unauthorized charges and fraud.

This process normally takes 24 - 48 hrs. After that you will be able to order without any inconvenience, again, I really know that this order is very important for you, I do apologize for all this inconvenience, this is just to protect your financial information and avoid unauthorized charges in your account.

AUTHORIZATION HOLD

I have checked on my system and allow me to inform you you were not charged for the cancelled item, the charge you can see it's just an authorization hold and it must be released by your financial institution according to their authorization hold policy. This process shouldn't take more than 5 business days. There is no refund needed, since this is not a real charge you won't be charged for this and it won't be reflected on your statement. However, it may affect your balance temporary. I kindly suggest to contact your financial institution and verify their policies and check if they are able to rush the process.





However to rush the verification process, I would like to recommend you contact us to 1-800-925-6278 or 1-800-966-6546 and ask to our verification team to verify your information about the payment method, and accept it, I am sure that the hold will be retired for the order, and it will be processed correctly.

I apologize for the inconvenience but, this is to avoid unauthorized charges in your account.

CUSTOMER INSULT

I'm so sorry your order canceled. For your protection, 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. Once your new order is placed, the validation team will review your order. In rare cases, after the new order is reviewed, it may still be canceled. In case that happens, please, do not worry and contact us again, we will be more than happy to take more actions with our Higher Resolution Department.

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, network connection (wifi or data), payment method, shipping/billing address and Walmart account (guest or individual) to place your new order.

FRAUD CANCELLATION

I have checked on my system and I'm so sorry to inform you that, the payment information included in your order did not pass our financial verification process. This type of cancellation is usually because the billing information (e.g. address, expiration date, card number) did not match the information on your credit card statement. Otherwise, orders placed out of the United States and order placed with international payment methods or VPN application usage, fixed IP or similar are subject to cancellation because Walmart.com does not allow international payment method and orders placed out of the United States, even if the billing/shipping address is located in the U.S. If this is not the case, please contact your financial institution to verify that the payment details you are using are correct. You may also try to reorder with another payment method and account.


CANCEL AN ORDER

I have cancelled your order now, you will receive an email confirming this cancellation within 24-48 hrs. or less. At this time you were not charged for this order, the charge you can see it's just an authorization hold and I will be removed as soon as you receive the confirmation email. Also, let me inform you that in rare cases orders can be shipped but, please do not worry, we only need to stop the shipment and then we will be more than happy to process your full refund.

In case it happens, since the order was placed for Pick Up, please, do not worry and contact us again, we will be more than happy to process your full refund.







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It's been a pleasure assisting you. I am going to disconnect now. If you need any help in the future, please, do not hesitate to contact us again. Thank you for contacting Walmart.com and have a pleasant night!







It's been a pleasure assisting you. I am going to disconnect now. If you need any help in the future, please, do not hesitate to contact us again. Thank you for contacting Walmart.com and have a pleasant day!

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Before I let you go, let me tell you that you may receive a brief email survey regarding your experience with me as an Agent after you close this chat, I value you as a customer and thank you for taking the time to provide this feedback. I would appreciate your feedback and It would help me a lot.

While I'm processing your , let me tell you that you may receive a brief email survey regarding your experience with me as an Agent after you close this chat, I value you as a customer and thank you for taking the time to provide this feedback. I would appreciate your feedback and It would help me a lot.







I have done all the changes. Please, place a new order after 30 min and no longer than 24 hrs with the same payment method and information provided before and please, accept my apologies for the inconvenience. I know that it's very important for you. I case that something is not working well, please contact with us again with this incident number.

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Thank you for the information provided. Unfortunately, I'm so sorry your order canceled. Let me inform you that 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.




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, network connection (wifi or data), payment method, shipping/billing address and Walmart account (guest or individual) to place your new order.




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I can see on my system that your item was purchased from our third party seller . In this case, I have to escalate this issue directly with them and they must contact you within 1 business day via phone call or email. Please accept my apologies for the inconvenience, I know that it's very important for you. If they don't contact with you within 1 business day, please, contact with us again with this incident number and our Higher Department will take actions about this issue, that I'm not able to take as an Agent today.

I have escalated your issue to our higher department. They must contact you within 24-48 hrs. Please contact with us again after 7 am. in order to get the resolution immediately.

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Thank you very much for the information provided. Unfortunately, I'm very sorry to inform you that, I've researched your order and have determined that it was lost during shipment. I do apologize for the inconvenience. I know that it's important for you. The item is sold and shipped by one of our third party sellers and we don't have access to their inventory to send replacements, I'm so sorry. But I can process your refund instead, may I proceed?




Thank you very much for the information provided. Unfortunately, I'm very sorry to inform you that, I've researched your order and have determined that it was lost during shipment. I do apologize for the inconvenience. I know that it's important for you. The item is not available to be replaced due to stock limitations, I'm so sorry. But I can process your refund instead, May I proceed?



Thank you very much for the information provided. Unfortunately, I'm very sorry to inform you that, I've researched your order and have determined that it was lost during shipment. I do apologize for the inconvenience. I know that it's important for you. Would you like me to send you a replacement?

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The Walmart Customer Care number is 1(800) 925-6278, option 2, option 1, and then listen for the option that best suits your concern.

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.

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For further assistance with your Savings Catcher inquiry please contact our Savings catcher team directly at 866-224-1663.

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I really understand you but, let me inform you that 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 and please, accept my apologies for any inconvenience.

I do understand you but, unfortunately, let me inform you that, it simply costs less to sell some items in stores because those are our places and we don't have to pay anything for the shipment with carriers, web site maintenance...etc. The best way I would like to recommend is that, 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 and please, accept my apologies for any inconvenience.

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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.

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.

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.

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

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In this case I have to transfer you to our Higher Department but, unfortunately, they stop working at 11 pm. In order to get better assistance I'm going to escalate your issue to our Higher Department and they must contact you within 24-48 hrs. via phone call or email. Also, I would like to recommend to contact with us again after 7 am. with this incident number and we will be more than happy to transfer you to our Higher Department in order to get a solution immediately. Please, accept my apologies for the inconvenience.