Notes

QR: Quick Reply
MP marketplace
EDD: Estimated delivery date
ESD: Estimated Shipping date
SCP: Seller contact process
FI: financial Institution
LIT: Los in transit
LAD: lost after delivery
LMD: Last-mile delivery
PUT: pick up today
S2S: Site to store
STH: site to home

Greetings
Good morning/afternoon ¨/name [ , My name is Christofer. How can I help you today?
May I place on hold meanwhile I check your information?
Sorry, one moment please, still checking details !
Thank you for your patience , information
I am glad your issue was solved, Is there anything else I can help you with ?
Is there anything else I can help you with?


Quick Reply
Title 48 Hour LAD

I apologize you didn’t get your order. Sometimes carriers leave packages in unexpected places.

Would you mind looking around your delivery area (doorstep, apartment building mailroom/office, neighbor’s doorstep, etc.)?
Look on your door for a notice of attempted delivery.
Check your mailbox.
See if someone in your household or a neighbor accepted the package.
Packages sometimes change hands from a carrier like FedEx or UPS to the local U.S. Postal Service (USPS). When this happens, it may show as delivered, but USPS may need time to deliver it to you.
Please allow 48 hours after your estimated date of delivery to see if your order turns up. If your order hasn’t arrived after 48 hours, contact us and we’ll be happy to issue a refund





Quick Reply CANCELACION
Content attempt to cancel
I’m happy to try to cancel your order but I can’t guarantee the cancellation because we process orders as quickly as possible. If I’m able to cancel your order, you’ll receive a confirmation email. If I’m unable to cancel your order, you’ll receive an email when it ships. But, don’t worry, you can return the item to the nearest store or online. Is that okay? Do you still want me to try to cancel your order?

Quick Reply Authorization hold
Content authorization hold
The charge you see on your account is a temporary authorization hold and it will be removed 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 7 business days. Walmart doesn’t complete the actual removal on your card; that’s done by your financial institution. If you need this hold removed, please contact your financial institution about their authorization policy

Reply
Title Backorder
I’m sorry but {INSERT_ITEM} is on backorder at the shipping center nearest you. However, the system is checking other centers for the item so that we can fulfill your order

Quick Reply
Title Become Tax Exempt
Before you can 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 here. Applications may take 2 business days to be processed. When it’s approved, please email us again to receive a tax refund.



Quick Reply
Title Why CNCL Payment

I’m sorry that your order canceled. It looks like there was an issue with your payment method. Please verify with your bank that your payment method details are correct, or try to place your order with a different card

Quick Reply
Title Why CNCL Insult
I’m sorry your order canceled. All orders go through an automated security system that catches fraud. Sometimes the system cancels orders by mistake. I can alert our validation team to manually review your order, but you will need to place a new order. Please wait at least 30 minutes, but no longer than 24 hours, to place your new order. You’ll have to use the same device and Walmart account to place your new order. Our validation team will contact you or your order will begin processing within two business days

Quick Reply
Title Stuck in Processing
{NAME}, your item seems to be stuck in processing. At this point, the best option would be to try to cancel the item and reorder. Would you like me to try to cancel your item?

Quick Reply
Title Track Order Guest

To track your order with a guest account, select the “Account” icon (an outline of a person on the top right corner) and select “Track Order”. Then enter the email address you used to place order and the order number. Then select “View Order Status”

Quick Reply
Title Start Cancel Request
I’ve completed your cancellation request. You can check the status of your request in your account. It normally updates within 48 hours



Quick Reply
Title Store Return
I will initiate this refund and you can take the item(s) to your local store within the next 30 days, at your convenience, and they will complete the refund for you. If you prefer to mail it back, you can start a return process through your Walmart.com account. If you choose to return by mail, check your email after you start the return for a return label to print along with further instructions.

Quick Reply
Title Refund Keep It
{NAME}, I’m happy to issue a refund of {INSERT_AMOUNT}. You will receive a confirmation email as soon as the refund is processed and the refund will post to your original payment method within 10 business days. As a courtesy for this order, you can go ahead and keep this item. You do not need to send it back to us. Feel free to donate or discard as you see fit

Quick Reply
Title Refund Mailback
{Name}, I’ll send you an email with a prepaid label so you can send your return item to our return center. The return center must receive your return back within 30 calendar days or you will be recharged {total_recharge_amount} for the item. Since I processed this as a mailback return, please do not take your return to a store. You must send your item back using the label provided.

Quick Reply
Title Replace Keep It
{NAME}, I’ve replaced {your_order/item_name}. I’m sending you an email with your new order number. As a courtesy for this order, you can go ahead and keep this item. Feel free to donate or discard as you see fit

Quick Reply
Title Replacement 1st Scan
{NAME}, I’ve processed a replacement for {your_order,_item_name} and it will ship out once FedEx or USPS scans your return. You’ll receive a confirmation email when the replacement ships along with a return label. No need to return the item to a store. Simply mail it to the address specified on the label. Please return the original item within 30 calendar days or you will be recharged for {your_order,_item_name}.

Quick Reply
Title Replacement Instant
{NAME} , I’ve replaced {your_order,_item_name}. I’m sending you an email with your new order number and a return label. No need to return the item to a store. Simply mail it to the address specified on the label. Please return the original item within 30 calendar days or you will be recharged for {your_order,_item_name}


Quick Reply
Title Replacement MailBack
{NAME}, I’ve processed a replacement for {INSERT_ITEM_NAME}. It will ship out once the Return Center receives your original item. You’ll receive a confirmation email when the replacement iteMailBack

Quick Reply
Title Return Condition
I’m happy to start the return process for you. To help us begin the process, please let us know the following:

Condition of the item (opened/unopened, used, damaged, etc.).
Reason for the return.
Your preference for a replacement or a refund (a refund will be processed if the item is no longer available).
This information will help us with processing the return more efficiently.

If you’d rather return the item yourself, you can start a return through your Walmart.com account

Quick Reply
Title Promo Code 5
I’m sorry for the inconvenience this has caused you. We always want your experience at Walmart to be a good one. I’ve issued you a $5 promotional code for your inconvenience. You should receive a separate email that will include the code shortly. To use this offer, click “Add a Promo Code” in checkout, enter the code and then click “Apply.”


Quick Reply
Title Refund – First Scan
I’m happy to start the refund process for you, {NAME}. First, I’m emailing you a return shipping label. Please use it to send the original item back to a Return Center. Once a carrier picks up and scans the {order,_item_name}, we will process your refund. When this happens, we’ll send you a confirmation email. The refund will post to your original payment method in up to 10 business days. If the Return Center doesn’t receive the return back within 30 calendar days, you’ll be recharged for the {order,_item_name}. Please don’t take it to a store. It must go to the address on the label in order to avoid you being charged again


Quick Reply
Title Refund – Instant
{NAME}, I’m happy to issue a refund of {INSERT_$_AMOUNT}. I will send you a confirmation email as soon as I process this refund. It will post to your original payment method in up to 10 business days. I’m also emailing you a return shipping label that you can use to send the original item back to a Return Center. If the Return Center doesn’t receive the return back within 30 calendar days, you’ll be recharged for the {your_order,_item_name}. Please don’t take it to a store. It must go to the address on the label in order to avoid you being charged again

Quick Reply
Title Place Order
For the safety and security of your financial information, I am unable to place orders or accept payment information over chat. If you would like a phone agent to help you place an order, please call 1-800-966-6546 and we will be happy to help you

Quick Reply
Title Partial Adjust
If you’d like to keep the item, I can refund you {amount}, or if you’d like to return the item, I can process a full refund. Which do you prefer?

Quick Reply
Title Lost in Transit
I’m sorry {NAME}, but I’ve looked into your order and I see that it was lost during shipment. Would you like me to send you a replacement? I can also check into refunding the {item/order
Quick Reply
Title MP Return by Mail
I’ve processed a return label for your Marketplace item. You’ll receive an email containing a prepaid mailing label.

Here is what you’ll need to do to complete the process:
Step 1: Repackage your item and place the label on the box.
Step 2: Drop it off with the carrier indicated on the label

Quick Reply
Title MP SCP
To receive the best help with your order from {enter_MP_seller_name}, I’ll escalate this issue directly to them. You should receive a response via email or phone call within 48 hours

Quick Reply
Title Not Expected Back
{NAME}, I’ve processed a {refund/replacement}. You don’t have to worry about returning the item to us. You can keep it, donate it, or discard it, whichever you prefer.

Quick Reply
Title Not In Return Period
I’m sorry but your item is outside of Walmart’s return policy. The return policy for {INSERT_ITEM_HERE} is {INSERT_DAYS_HERE} days. We aren’t able to accept the item back after that timeframe. This policy can be found on the Walmart.com Help pages.

Quick Reply
Title Finance Hold
I’ve looked into your account and there is a piece of your payment information that is still being reviewed. Our finance team may contact you if further verification is needed. In 48 hours, you should receive a shipping confirmation email with the expected delivery date once the verification process has been completed



Quick Reply
Title Freight Call Tags
I’ve asked freight carrier {INSERT_CARRIER} to pick up {ITEM_NAME}. They’ll contact you within 3 to 5 business days to schedule the pickup. Can I please have your telephone number for the carrier to reach you to schedule the pickup?


Quick Reply
Title LAD No Signature
{NAME}, I’m sorry to hear that your order didn’t arrive. Would you like me to send you a replacement, if available? We can also check into refunding the {item/order

Quick Reply
Title LAD Signed For
{NAME}, I’m sorry for the inconvenience but I’m seeing that this package was delivered and signed for. Please check with other members of your home, neighbors, or anyone else who could’ve accepted the delivery and may have the package in their possession. Otherwise, please contact your financial institution and dispute the charges

Quick Reply
Title In-Store Purchase
I’m sorry for the confusion. I can’t pull up your purchase since it was done in a store. Please call our Store Customer Service at 1-800-925-6278, option 2, and then option 2 again.

Quick Reply
Title Cancel Unauth Ship
I’ve placed a request to cancel the order. If your order successfully cancels, you won’t be charged. If it’s not successful, you’ll receive a shipping confirmation email

Quick Reply
Title Can’t Cancel
I’m sorry but since your order is already in the shipping process, it can’t be canceled. Not to worry though, you can still return the item for a refund once you receive it by taking it to any Walmart store. Or, I can provide you with the steps to process a return online, if you’d prefer that

Quick Reply
Content
I’m sorry, but once an order has been placed, I can’t make any changes to it. If the delivery address is incorrect, I can attempt to cancel the order and you won’t be charged. Or, I can try to have the package 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?