Notes

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

I definitely understand that this is frustrating and I know how you feel now I am sorry for the frustration this has caused.

In order to treat you right I will be more than glad to offer

I do understand and I’m sorry you have had such a bad experience.

I can understand how you feel for the inconvenience you are experiencing for not receiving your item.

Thank you so much, $contacts.name.first. May you please allow me a few seconds to check the order information?

You’re very welcome, $contacts.name.first, I just want to make sure I have answered all of your questions, is

there anything else I can help you with today?

Hello, $contacts.name.first. I hope you are doing well today. I do apologize to hear that (STATE YOUR CUSTOMER’S

ISSUE). I will do my best effort to provide a resolution and find the way to resolve it. For security purposes and to

access into your order, Could you please provide your full billing address?

Honestly, I would also feel upset if that happened to me.

I apologize for the situation you experienced with your order.

We will always work to improve and we will make sure this does not happen in your future orders.

I will document this information at our system and be assured that our higher departments will take care of it to

avoid the matter again.

Once again, my deepest apologies for such situation experienced with your order. Please be assured that we’ll

work to avoid this kind of situations for future orders.

Your order and your satisfaction are our priority, $contacts.name.first. So be assured that they will do their best to help

you with this.

However, the good news for you is that you have reached the right person to resolve this in the best way possible.

You’re very welcome, your satisfaction is a great compliment to us, $contacts.name.first. Before I let you go, I’d like to

ask if you can answer a brief email survey about my service. Your feedback will help me to provide the best customer

experience in future. Have we covered everything that you wanted to discuss today?

I will appreciate your feedback. It's been a pleasure chatting with you today. I am going to close this chat for now. If you

need any help in the future, please, do not hesitate to contact us again. Thank you for contacting Walmart.com, have a

great day ,$contacts.name.first.

You’re more than welcome $contacts.name.first. Before I let you go, let me tell you that you’ll receive an email

brief survey to check on how I assisted you. I would really appreciate if you take it! It would take just 30

seconds of your valuable time. Please let me know, are there any other questions I can help you with today?

Please be assured that you are placing a Site to Home or a Site to Store order because if you place a Pick up

Today, I will be unable to do it.

I wish I could stay longer, $contacts.name.first , but the system will close the chat due inactivity. If

you need any other information or some other assistant please contact us back and provide the

reference number $incidents.ref_no, so we can follow up your case.

We will do our best effort for you, $contacts.name.first; we are working really hard to provide you a better service every

day, because you are really

important to us.

I was trying to access, but that the billing address doesn’t match the one used to place the order.

Can we please double check the billing address?

I’m sorry for the time this is taking, but it’s to make sure we take good care of our customer’s information.

CONFIRMED system ISSUE

At this time, we are making some changes to our site, so you may experience some issues due to this.

We’re always working hard to give you the best online experience possible, but I am really sad to inform you that we are

having problems with our site at this time. Please be assured that we are working as quickly as possible to get our site up

and running smoothly again.

NO KNOWN ISSUE

I was verifying with my system and currently we are unaware of any technical problems that might affect the availability

of our website. I have checked the item information, the webpage, and so far there aren’t any technical problems that

might affect the availability of our website.

Sometimes it happens because the browser that you are using doesn't recognize the latest updates of the site.

What I would recommend you is to try with a different browser or clear cookies and cache then try again.

To delete cookies in most browsers, go to Tools > options > delete cookies/browsing history/temporary files.

Please let me know if that works.

International CC

I am happy to inform you that you can use an international credit card for your order. Just make sure you put your full

international address in the "Address," line and choose the US city and state that the order will be delivered to. For the

billing phone number, you should enter your base international phone number without the 001 or 011 prefix.

Order Status (PROCESSING)

Thank you very much for your patience today, $contacts.name.first. After reviewing your order, I was able to confirm

that your order is processing right now.

Our records show that it is scheduled to ship on xxxxxxxxxxxxxxxx, and it is still showing that the delivery date is

xxxxxxxxxxxxxxxx. Once your order ships, you will receive an email confirmation with the tracking details and once it

arrives you will receive the Ready for Pickup email. I understand how important your order is for you, but we’re working

to get it to you as fast as possible.

I understand $contacts.name.first. In this case to contact the seller, you only have to follow these

steps:

1. Sign in to “My Account” at the top right corner of any Walmart.com page

2. Find the order number and select “See Details”

3. From there, select “Contact this retailer” next to the item for assistance with your order

MARKETPLACE

I apologize for the inconvenience caused on this order, I was checking the order information and I

see that the item is from our marketplace partner ********* , In order to provide you a resolution as

soon as possible. This situation will be handled by them directly. Have your already contacted them?

-Escalation XThanks for reporting this to us and I am very sorry that our marketplace partner did not assist you

properly, please note that we stand behind every product sold on Walmart.com. For that reason and

in order to do my best with you, I will escalate this to our marketplace team, and our specialist will

contact the seller to work with them your case, in order to resolve this as fast as we can. Our team

will email you in the next day with the resolution. May I escalate your case?

If you don’t receive any response from them within 1 business day, please don’t hesitate to contact us again so we can

proper escalate this.

Thank you for waiting., I've checked the information of your order and let me inform you that in this case

unfortunately we are having a general issue with orders that are shipped by some of our marketplace sellers

and are delivered at the wrong address, but in this case I need to escalate this information to a higher team

and they will issue the refund for this order and you'll receive the refund of $12.91 in 5 business days, we are

also going to try to locate the package with the carrier and if by any chance you receive it you can keep the

item and you are not going to be charged again for this item.

However, you don't need to worry because I have already escalated this issue on my end, so they can work on this order

and contact xxxxxxxxxxxxxxxxxx to get this solved as fast as possible. You will receive a response within 2 business days

$contacts.name.first.

Timeframe

Checking in my system, it reflects that more than **** days have passed since your purchase. Due to this, we’re unable

to offer you a replacement or a refund because this type of item must be returned within **** days of receipt.

Our recommendation would be to attempt to contact the manufacturer ************ directly at *****************

to see if they can provide support for this item.

Not all manufacturers provide warranties, but most of them are willing to work with you with a smile.

You can also check our returns policy here: http://help.walmart.com/app/answers/detail/a_id/9

LOST AFTER DELIVERY

Thanks for your patience $contacts.name.first, I already check this for you and I am really sorry for the

inconvenience this situation might have caused you. I checked the tracking information and show that the item

was delivered on … I understand how important is this for you and to rectify this matter since you have not

received this, I would like to issue a replacement order for the…. Do you agree with this?

Our records show that this package was delivered and was signed for -. Did you check with other

members of your household, neighbors, or anyone else who may have accepted the delivery and

may have the package in their possession?

High fraud items. We're sorry you haven't received your item. Our records show that this package was

delivered, so we will need to investigate before we can issue a refund or a replacement.

In order expedite your resolution, please file a police report and email a copy to

[email protected].

If you are unable to send via email, you may fax the report to 479-204-0935. Please include your order number

and contact information when emailing the police report to us. Once we receive your police report, our

escalation team will reach out to you within 7 days.

LOST IN TRANSIT

Thank you very much for waiting, $contacts.name.first. I really appreciate your time. Let me inform you that I

checked the tracking information and we do not have any update since DATE, this means that the order was

lost during shipment. I am truly sorry for the inconvenience this situation might have caused you; I understand

how important is this for you and to rectify this matter I would like to issue a replacement for the ITEM .Is this

ok for you?

DAMAGED

Thanks for your patience $contacts.name.first, I am really sorry for the inconvenience this situation might have

caused you. I understand how important is this for you and to rectify this matter I can issue a replacement

order for the item and you will have to return the one that you already received. To return this damaged item I

am going to issue a pick up return this means that the carrier is going to pick up the item at your home. Is this

ok for you?

CHANGE AN ORDER

Thank you very much for waiting. I am really sorry for the inconvenience this situation might have caused you.

Let me inform you that unfortunately we are not able to make changes in an order after you placed it, I wish I’m

able to change this for you, but the system don’t allow me to change this for you. I try to change it for you but

the system doesn’t provide me the option.

ESCALATION

Thanks for your patience $contacts.name.first, I already check this for you and my sincere apologies for this

inconvenience you have to deal with, I know this is important for you and in order to rectify this I spoke to my

superior and I will proceed with an escalation to my higher department in order to solved this as soon as

possible for you. You will receive the email confirmation in the next 48 hours.

PLACED ATTEMPT TO CANCEL S2H

Thank you very much for waiting …. As you requested I have send a request to cancel for this order you need

to allow 48 hours to get the email confirmation that the order was successfully cancel. If the order does not

cancel and you do not want it anymore you can contact us back once you received it and we are going to help

you to return it so you can get the full refund for it.

SITE ISSUE:

I was checking my system and I have some options to help you. In this case, please be so kind to use Google

Chrome, try to delete cookies, close and open the browser. To delete cookies in most browsers, go to Tools >

options > delete cookies/browsing history/temporary files, and please be so kind to try again to know if that

option worked.

GROCERY TEAM

I completely understand your concern and please accept my sincere apologies for the inconvenience

$contacts.name.first! In this case, unfortunately due to a security reasons we do not have records of our

grocery department just of purchases online, but in order to assist you, I kindly advise you that please contact

with our Walmart Grocery Services at (800) 924 9206 our hours of operation are 8:00 AM – 10:00

PM CT, 7 days a week.and they will be more than happy to help you.

Application Credit card OR Credit card

I completely understand your concern and please accept my sincere apologies for the inconvenience

$contacts.name.first , In this case, unfortunately due to a security reasons we do not have records of our credit

card department just of purchases online but in order to assist you, I kindly advise you that please contact with

our Walmart Credit Card Services at 1-877-969-3668 and they will be more than happy to check the status of

your application. I also will report your card to resolve it as soon as possible.

WARRANTY (CARE PLANS)

Thanks for your patience $contacts.name.first, I already check this for you and

I apologize you have this inconvenience with your plan, I am afraid that I am not able to send you the email for

security purposes, but you don't have to worry you can contact our warranty team and they'll provide you the

email. Here is the number to contact our warranty team, please call our Product Care Plan 1-877-968-6391.

If you haven't received your Care Plan Terms and Conditions email, please double check your spam email

folder. If you cannot locate the email please call 1-877-968-6391. To view our Care Plan Terms and

Conditions, please go to http://wmt.protection-plans.com/content/wmt/en/GenericService/Index?contentType=terms

STUCK IN PROCESS

Thanks for your patience $contacts.name.first, I am very sorry that you have not received the item you ordered

with us. I understand how important it is for us to get what we need on time. I have carefully gone through our

records and have determined I am truly sorry for this inconvenience, determined that your order did not

process properly, this occurs when an order isn’t transferred from the website to the fulfillment center. I'm sorry

to say we were not able to process your order due to a problem with our system.

In order to fix this issue, I can place a request to cancel your order and you will be able to place a new order.

We will do everything to process your new order as soon as possible. Please let me know if I can attempt to

cancel your order?

PRICE MATCH

STORE>>>> Thanks for your patience $contacts.name.first, I already check this for you and in unfortunately

due the policies of Walmart the price match with stores are not available for online orders, I wish I'm able to

process the price match for you, but the system don't allow me any option, you can also check it here:

https://help.walmart.com/app/answers/detail/a_id/31/kw/price%20match.

Thanks for your patience $contacts.name.first, I already check this for you and in unfortunately due the policies

of Walmart the price match is not possible, in this case because the competitor is not listed in the ones

Walmart accepted. I wish I’m able to price match this for you, but the system don’t provide me any option, you

can also check this information here: https://help.walmart.com/app/answers/detail/a_id/31/kw/price%20match.

Thanks for your patience $contacts.name.first, I already check this for you and in unfortunately due the policies

of Walmart the price match is not possible, in this case because the item you want is sold by a third party

vendor, due the policies of Walmart the price match with this sellers is not allowed, I wish I’m able to price

match this for you, but the system don’t provide me any option, you can also check this information here:

https://help.walmart.com/app/answers/detail/a_id/31/kw/price%20match.

AUTHORIZATION HOLD

The charge you see on your account is an authorization hold.

Any time you place an order, an authorization hold is placed on your method of payment for the amount of the

order. This authorization hold is not an actual charge, it just confirms that there are funds available to complete

your purchase. The actual charge for the purchase amount does not occur until your order is shipped

FINANCE HOLD

Thank you for your patience, I checked your order and according to my records the order is on hold (Paypal hold),

sometimes is necessary that the billing department confirms the information from the order, in order to avoid an issue with

the method of payment that you used, but don’t worry this process is completed in a very short time but can take up to 48

hours too, you will be able to see an update in the order in the following hours, and you will receive a confirmation email

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

Actually Finance holds are handled by our Billing department xxx and all orders are subject to be finance hold in order to

protect customer’s financial information.

SAVINGS CATCHER

Thank you for waiting $contacts.name.first, allow me inform you that for security purposes, I'm

unable to see saving catcher details. However in order to do my best with you I will give you the

phone number directly of saving catcher.

I really appreciate your comprehension on this, for further assistance with your Savings Catcher

inquiry. I kindly recommend you to please contact our Savings catcher team directly at 866-224-

1663 (Monday through Sunday) or forward email to [email protected](.)

WHY CANCELED?

Customer insult

Please use the same Walmart account, email address, payment method and the same device or computer

used for the original order. I will challenge this cancellation right away.

Thanks for waiting $contacts.name.first. Please let me inform you that your order did not pass some of our

security checks during processing. These checks are in place to prevent unauthorized use of your credit or

debit card. In order to treat you right and not just give you bad news I am taking care of this situation; I have

opened a case to review your account in case we cancelled it by error due to this security checks.

You would be able to place your order again after 30 minutes have passed after we finish this conversation,

this will ensure that our system has enough time to update this in your account and prevent more

cancellations.

Fraud

Thank you very much for your patience today $contacts.name.first, after carefully checking the order, my

records show me that your order did not pass some of our security checks during processing. These checks

are in place for your protection to prevent unauthorized use of your credit or debit card. I recommend you to

check with your financial institution to confirm the information entered. If all the information is correct, I

recommend you to remove the card and add it again. If everything is correct the order will be processed

without any problem.

AN ORDER THAT CAN TAKE 24 HOURS MORE TO GET SHIP:

Thank you very much for waiting …, I checked your order and I notice that it was supposed to be ship

yesterday. However it is still processing. Sometimes the item can take 24 hours more to get ship so in this

case I kindly suggest you to allow until the end of the day to get the email confirmation that the order shipped.

if you do not get it you can contact us back and we will give you a resolution for your issue as soon as

possible.

INTERNATIONAL SHIPPING

Thanks for your patience $contacts.name.first, I already check this for you and unfortunately due the

restrictions of Walmart policy the international shipping are not available to other destinations outside the U.S.

You can also verify it here in this link: https://help.walmart.com/app/answers/detail/a_id/7/kw/shipping

BACKORDER

Thank you for waiting, I was checking here, and I see that the order went to backorder status, this

means that the item got out of stock at the closest fulfillment center so our system is checking for

the item in other fulfillment centers to get it shipped as quickly as possible, this process may take

up to 10 days, if the item is not available, the order will be cancelled automatically and you will get

the money back. I apologize for the inconvenience, if you wish to go ahead and cancel the order due

to the delay, I can take care of that.

PUT WITH CODE

Thank you for the patience $contacts.name.first I already check that your item is pick up with code, the code

helps for the security of your item. The code is an activation code that without this code, the item is unusable.

You need to follow the steps that are start up screen to activate the item.

For further assistance you can contact this number: 1-888-456-3472 or www.getyourcode.com

STORE LATE.

Thank you very much for your patience, after carefully checking the order, I was able to confirm that the

package was delivered at the store on 11/08 but I see that the order has been delayed, this might be due to a high

order volume or system issues at the store, so it was not scanned or update yet. So in this case, I already send a

notification to the store so the order be ready as soon as possible and you can receive the notification that the

order is ready for pick up as soon as possible, also if you don't receive the notification that your order is ready

for pick up in the next hours, I kindly recommend you to please contact the store at: (207) 893-0603 and they

will look for it. we do appreciate your patience and understanding. If you consider it convenient, please let me know

so I can place a cancellation request.

RESHOP

Thank you very much for waiting, I was checking in the system and the ITEM was cancelled and reshopped

because the item was not available at the store. This means that our system checked if the item is available at

a fulfillment center so they can send it to the store. In this case this item is going to ship on DATE and once it

ships you are going to receive an email with the tracking information.

PHOTO SITE ISSUE

Thank you for reporting this today, we are still experience some issues with the photo site, this is a priority for

us and all the associate departments are working this can take within 48 hours, so I recommend you to try

again in 48 hours have this issue fixed, but at this moment if you are still experience any kind of issue, you can

go directly to your local store and print it there or you can wait a few more days to fix this issue.

WHEN CUSTOMER THINK HE OR SHE HAS A DOUBLE CHARGE:

Thank you very much for waiting…. Let me inform you that I checked your order and in this case you see 2

charges because one of them is an authorization hold. This hold is place in your payment method when you

make your order because it helps you to confirm that you have funds to complete the order. The real charge

occur when the order ships. In this case the authorization hold is going to be removing by your financial

institution within 5 business days.

TIER 2 ESCALATION:

Thank you very much for waiting NAME I am really sorry for the inconvenience this situation might have

caused you. I am going to transfer you to a higher department that is going to be in charge to help you. Please

stay online.

VUDU

I am glad to assist you today. I am really sorry for the inconvenience this situation might have caused you.

Unfortunately we do not have access to the VUDU information and I would not like to provide you the improper

information. I kindly recommend you to contact them directly at: 1 888 554 8838 or forward emails to

[email protected], between 7 am to 8 pm PST. They are going to be able to provide you all the information

that you need from this.

International CC

I am happy to inform you that you can use an international credit card for your order.

But, you must put your full international address in the "Address," line and choose the US city and state that

the order will be delivered to. For billing phone number, you should enter you base international phone number

without the 001 or 011 prefix.

Out of stock

Thank you for waiting. I verified the item information and found that, unfortunately, we are unable to estimate

when the item will be back in stock, I am sorry you weren’t able to obtain this item. However, due to the popularity of

the product, we are currently out of stock. For that reason I can add your email to receive notifications when the item is

back in stock.

I also recommend you to verify if the item is available at your local store. Store customer service can also

check into the availability of an item in the stores in your area. You can reach us there by dialing 1-800-925-

6278 and selecting option 2 and then option 2 again.

Associate Discount

1. Type in the URL www.walmart.com/associate

2. Enter Associate ID Number (usually social security number) and Associate Card Number (located on the front of

associate card)

3. Associate MUST agree to all terms and conditions

4. Associate must create an account on Walmart.com or login to an existing account

5. Associate only has to link account once.

6. To unlink, go to checkout and choose “I am no longer a Wal-Mart Associate”

Here is the link: https://help.walmart.com/app/answers/detail/a_id/98/kw/associate%20discount you need to

enter your information there, once you are done, it will link your account with your associate card, the system

will automatically apply the discount on all eligible orders.

Price difference

Prices may vary from store to store and online because each store is required to manage its own inventory.

Therefore, a manager may lower a price to clear out an overstock item, to reward customers with an in-store

sale, or to compete with local merchants. It is not our policy to price match our own stores since we are not in

competition with ourselves.

Fulfillment centers http://www.mwpvl.com/html/walmart.html

TAX EXEMPT

In this case, 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. I appreciate if you can

please click this link to complete the online application:

MANUAL BILL

Oh thanks for the clarification $contacts.name.first, in this case we need your permission to be

manually billed so our billing team will be able to charge the amount of the item in you currently

order, is this okay for you? If you agree, please provide me with your first and last name including your

contact information as phone number and email address.

Awesome! Thanks and could you please confirm if you want to us the same method of payment or

different method of payment to be charged?

Thanks for the details provided, I’ve finished this process for you and the re-billing should occur within

5 days since today.

 Did you ask customer's permission to be manually billed? YES

 Order number: customer contact information:

 Customer wants same method of payment or different method of payment to

be charged

 Customer has provided permission to be manually billed.

BULK ORDER PRICE / RESELLER

I appreciate your time and patience. I am sorry for the inconvenience but the bulk order is not

available at this moment at Walmart.com, our associates work hard to ensure families and individuals

can save money and live better. Our website is intended for personal, non-commercial use. Because

our items are already at everyday low prices, we do not offer discount bulk purchases and we

reserve the right to prohibit sales to dealers or resellers.

I wish I could process this for you but according to our Terms and Conditions that option is not

available, you can verify more information on our page Walmart.com by selecting Help in the top

right corner and searching for keywords Terms of Use”.

GOODWILL

Thank you so much for your patience $contacts.name.first, let me inform you that as an apology I

could process a partial refund for a --% of discount in the amount of the item. I know this isn't the

same as receiving a perfect order in the first place. In spite of that, I hope it can still give us the

chance to show you a better experience.

CANCEL IN TRANSIT

Thank you so much for your patience $contacts.name.first, I've verified the information of your order

and let me inform you that due the item is in transit in this moment, we are unable to cancel it.

However, I've tried to contact them directly but for security limitations, it was not possible to avoid the

shipment because they need a specific number that the recipient has. For that reason, I would kindly

suggest you to contact our carrier FedEx at 800-463-3339 so they will be able to return it and we will

process your refund.

Pharmacy

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.

Our pharmacy site is having some technical difficulties. At this time we do not have an eta as to

when it will be fixed. We ask that you use the local store pharmacy. They are able to assist you with

your needs. I will escalate your account so that our site team can work on it as soon as possible.

Pharmacy phone 1-880-273-3455.

Bank credit card invalid

I understand the issue. We have to refund to the original method of payment. Many times financial institutions will find a

way to direct the refund to you - like to an account or in a check they send to you. If they do not do that, they tell us they

are rejecting the refund and then we issue a check to our customer. You may contact your bank/card provider to ask they

locate the refund we processed.

Dispute

I understand. Please accept my deepest apologies for this. In this case; we appreciate you can

please contact your carrier or dispute the charges with your financial institution and we will work

with them in order you can get the money back for your item after we finish with the investigation.