Notes

WALMART CUSTOMER CARE

The Walmart Customer Care number is 1(800) 925-6278, our voice team will be more than happy to assist you over the phone.

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.

CLOSING

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!

CHAT CLOSED DUE TO INACTIVITY

I’ll be ending this chat for now due to inactivity. 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.


INTERCEPTAS

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


GREETINGS AND EMPATHY

Welcome to Walmart.com Customer Care chat. My name is Alberto M. Please, tell me, how can I help you?
Hello, it's a pleasure assisting you today. Please, tell me, how may I help you?
I definitely understand why you contacted us, it’s very important. Allow me to take a look at what I can do.

SORRY

Hello, it's a pleasure assisting 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 understand the situation and I know that dealing with this can be frustrating. I'm documenting this information and this will be sent to the proper department in order to avoid these issues in the future and improve our services. Please, accept my deepest apologies for the inconvenience, I know that this is very important for you.

OFFER MORE HELP

Is there anything else I can assist you with today?
So far, is there anything else I can assist you with today?
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.

COMPENSATION

I know that dealing with this can be frustrating. Please, tell me if there is anything I can do to make your experience with us better.

CHECK ITEM:

Thank you for patiently waiting. Just to make sure, is this the correct item?
Thank you for patiently waiting, Just to make sure, are these the correct items?
May I kindly ask how many items were not received?
Could you please provide me with the name of the item that was not received?

HOLD TIME

I'll be back in a moment, I'm looking into this for you.

INSTANT REFUND

I have issued a refund of for your order, you will an email confirming your refund in a few minutes and the money will be posted in the original payment method within 10 business days. So far, is there anything else I can assist you with today?

KEEP IT REFUND

I have issued a refund of for your order, you will an email confirming your refund in a few minutes and the money will be posted in the original payment method within 10 business days. There is no need to return the item in this case, feel free to keep donate or discard it. So far, is there anything else I can assist you with today?

MAILBAK REFUND

I have requested a refund for your order, you will receive an email confirming you refund with a prepaid return label to be printed and attached to the return package. Once we receive the item at our Return Center, the refund will be processed and we will notify you via email. Then the money will be posted in the original payment method according to your card issuers policies. The refund amount will be . So far, is there anything else I can assist you with today?

INSTANT REPLACEMENT

I have issued a replacement for your order, the estimated delivery date is . You will receive a confirmation email with your new order number, shortly. So far, is there anything else I can assist you with today?

KEEP IT REPLACEMENT

I have issued a replacement for your order, the estimated delivery date is . You will receive a confirmation email with your new order number, shortly. There is no need to return the item in this case, feel free to keep donate or discard it. So far, is there anything else I can assist you with today?

MAILBAK REPLACEMENT

I have requested a replacement for your order. You will receive an email confirming your replacement in a few minutes with your new order number and a prepaid return label to be printed and attached to the return. Once we receive the return package at our return center, the order will be scanned and the replacement will be sent. We will notify you via email as son as the replacement ships.

MARKETPLACE REFUND AVAILABLE

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. The second option 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?

SELLER CONTACT PROCESS

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?

SELLER CONTACT PROCESS DONE!

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 managers, we definitely will make sure that it gets sorted.

LOST PACKAGE REPLACEMENT AVAILABLE

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?

LOST PACKAGE IF REPLACEMETN IS NOT AVAILABLE

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. I have the option to issue a refund for your order, would that be okay for you?

LOST PACKAGE FOR WFS MP ORDERS

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?

LOST PACKAGE SIGNED

Thank you for your confirmation, I'm so sorry, but I have checked on my system and the order was delivered and signed by at the correct location. The package had the correct weight and dimensions according to the tracking. Please, contact the carrier to verify the delivery and check the signature, otherwise, please, contact your financial institution to initiate a dispute.



CANCEL AN ORDER

I will be more than happy to attempt to cancel your order. However, this process is not guaranteed because our priority is to process orders as quickly as possible. If we are able to cancel your order, we will send an email confirming the cancellation within 48hrs. If it's too late to cancel the order you will receive a shipping confirmation email as soon as the order ships, but this can be returned to your nearest store as soon you receive it or you can contact us back and we will send the carrier to pick the item up in order to issue your refund. May I have your permission to request the cancellation?

CANCELLATION REQUESTED.

I have completed the cancellation request. You will be able to see the cancellation process on your account, this normally updates within 48hrs. In addition, you will be notified via email with the order updates.

CANCELLATOIN DONE!

I have completed the cancellation request. In this case, the order was cancelled immediately and you will receive and email confirming the cancellation in a few minutes. You were not charged for this order, the charge you can see is just an authorization hold and this will release according to your card issuers policies, normally, it takes up to 10 business days. This is not a real charge and you won't have to pay for it. However, this may affect your balance, temporary.

FRAUD CANCELLATION DETECTED

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.

CUSTOMRE 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 this 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 it happens, please, do not worry and contact us again, we will be more than happy to verify if there are more actions available.

AUTHORIZATION HOLD PROCESS

I have checked on my system and allow me to inform you that your order was not charged, the cancellation was successfully completed. The charge you may see is just an authorization hold and this will release according to your card issuers policies, normally, it takes up to 10 business days. This is not a real charge and you won't have to pay for it. However, this may affect your balance, temporary. I kindly suggest to contact your financial institution to verify their authorization hold policy.

FINANCE HOLD

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 48 hrs. After that, you will be able to order again without any inconvenience if everything is okay with your payment. 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.

PRICE MATCH

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. CDT, so, I am unable to match that price. I do apologize for the inconvenience.

TRANSFER TO SPANISH

Lo siento mucho pero no hablo español, permitame un momento mientras te transfiero a nuestro equipo de español para asistirte de la mejor manera posible.

TRANSFER TO SUPERVISOR

My supervisor is available now. Please, do not disconnect while I'm transferring you, I hope this issue will be resolved as soon as possible and on the best way possible. It's been a pleasure assisting you today and have an amazing day!

TRANSFER TO ACCOUNT REVIEW TEAM.

Thank you for your confirmation, I have checked on my system and the order seems to be delivered and signed by at the correct location. In this case, I have to transfer you to our Account Review Team and they will be more than to provide further assistance. Allow me a few seconds while I'm transferring you, please.

CHECKOUT ISSUES

Thank you for patiently waiting. I have checked your account and I'm really sorry to inform you that I was able to replicate the error. In this case, I'm going to report the issue directly to our IT department and they will be more than happy to have this fixed within 48hrs. In case they need future actions or provide updates, they will be contacting you via email. I do apologize for the inconvenience, I know that this is very important for you.

STORE DELIVERY FEE LESS $35

Thank you for patiently waiting. I have checked on my system and I'm so sorry to inform you that the reason why you order is being charged with shipping fee is because there is an order minimum for Store Delivery of $35. Shipping and Store Delivery are different, the orders with no order minimum are the ones for Shipping, this means that the order will be shipped from our fulfillment center or warehouses instead of our stores. You will be able to determine the delivery method under the item's name and at the top of the cart and checkout window. I do apologize for the confusion.

WAIT FOR PACKAGE 48HRS

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.