Show:
LAD
Greyed out Refunds
Special Accts
100

 Ensure you are viewing the correct house number, state, and city.

  • I.e., Some cities are known by two different names but are the same city or township.

What do you look for when checking Google Maps?

100
  • If it’s a prepaid card:
    • Customer should contact their card provider with the information to get access to the funds.
  • If it’s a debit/credit card:
    • Customer should contact their financial institution.

What should cx do if they do not have the Original payment Method used at purchase?

100

These are Walmart associate accounts.

What is an Associate Acct?

200
  • Blurry photos
  • Photos with no visible details of the residence
  • Photos of the ground, driver’s foot, etc.
  • Still in driver’s car
  • House without number or items visible
  • Photo won’t load
  • Left with individual
  • Given to customer
  • Signature on file

Examples of photos that can’t be used are?


200
  • Verify that there’s no returns abuse (RA) on account. 
  • Verify the tracking status of the returned item. 
  • Verify the amount to refund. 
  • Ensure the process time has passed for the original refund. 

What do you have to look for before issuing a manual refund?

200
  1. When an account has Associate in Accertify and CCA, don’t close it for RA.  
    • Reach out to ACE leadership distro: wmcc_art_ace_leader@email.wal-mart.com

What do you do when you find RA in an Associate Acct?

300
  • Realtor websites (E.g., Zillow, Redfin, Trulia, etc.)
  • Google Images/Google Maps
  • Photos on previous orders not claimed LAD
  • Make sure the address is the same address as the previous delivery.
  • Check G-Scope, if CCA doesn’t show a delivery photo.

What are some additional resources to verify the delivery photo?

300

In Transit 11th day

Delivered to Return center 6th day

What is the time limits for refund to process for Walmart and WFS Marketplace?

400

Left with Individual and Handed to

Special Delivery Instructions 

Freight Carrier 

PO Locker/Parcel Lockers 

Left in Mailroom 

Still in Transit

What are some situations you'll need to handle differently?

400

1. Go to Payment > Transaction History 

2. Select the box next to an authorization, charge, or refund. 

3. Select Manual Refund. 

4.Input the correct refund amount. 

5.Select a reason code.

6.Input your notes.

7.Select Done.

8.

  1. Review the order notes to make sure we sent the customer an email.
    • If not, send the Refund Issued quick reply email.


What are the steps to issue a Manual Refund?

500

If the item is LIT, we can refund or replace it depending on customers preference and item availability. 

  • The item should have no movement for 48 hours. 

If the item is LAD, Item Missing in Box, etc. 

  • The customer needs to contact the carrier or their financial institution. 

How do we handle freight deliveries with LAD claims?

500
  • EBT
  • Affirm
  • Healthy Benefit Card (HBC)/OTC cards
  • Walmart Gift Cards
  • PayPal

Escalate these payment methods via an offline ticket to Payments, after you have utilized iBot to remove any blocks/blacklist and placed RRA resolution. 

What are payment methods ACE team cannot manually refund?