Why Cancel
When an order shows MP_SellerFraud or Bulk Cancel, it belongs to this cancellation group.
What are Risk Trend Types?
Customers may cancel low-cost items after checkout to keep free shipping — what is this called?
Free Shipping Abuse (FSA)
A customer wants to reopen a closed account. The account was closed per the customer’s request
If the account is in good standing with no RA/intent to defraud, and no fraudulent activity:
Escalate through ACE Chat
Reference KB: Reopening Accounts (684255980)
How many hours of no movement on the tracking number must pass before an item is considered Lost in Transit?
What is 48 hours?
For an order to be considered LAD, how much time must pass after delivery.
48hrs after 8PM
This Trend Type appears when an order is cancelled due to a violation of Walmart’s Terms and Conditions or policies.
What is Policy Deny?
Name two details you should gather before reporting a fraud trend.
Incident and Order numbers, Customer behavior, Contact type, etc.
You identify a suspicious Marketplace seller with fake or fraudulent listings.
Email: ACEAccountReview@mail.nice-incontact.com
Subject: Bad Marketplace Seller
Name of the Marketplace Seller:
Relevant Order Number(s):
Order Date(s):
Details of the behavior:
For Freight Carrier LIT items, under what conditions can you offer a refund or replacement, and what must you check first?
After 48 hours of no movement, you can offer refund or replacement depending on customer preference and item availability
A package was delivered to an apartment mailroom. There is no RA or LA . What action will you take?
Refund order
If you see RA Cancel with a Blacklist in Accertify, you handle it differently based on this factor.
What is the age of the order (less than or more than 8 days old)?
Fraudsters often create fake emails that look legitimate but use uncommon domains. Name two examples of suspicious domains seen in fraud trends.
@postm.net, @haren.uk, @boxfi.uk
You need to request a manual refund for a tire order that doesn’t have RA, and refund can’t be processed in CCA.
Email: ACEAccountReview@mail.nice-incontact.com
Subject: Refund Request for Tire Order
Order Number:
Customer Name:
Item # and Quantity:
Last four digits of Card Used:
Refund Amount:
Reason for Refund Request:
Tried Front Page Refund:
If a Lost in Transit order is valued over $1,000, what must you do?
Escalate to ACE via email for refunds over 1k review
A package was delivered to the correct address, delivery photo is invalid but you find evidence of RA on the account and LA with similar pattern, what steps should you take?
Deny refund and escalate for closure review, making sure to claim twice in accertify(Refund declined and Deny Returns abuse)
Trend Types like FDCGC Challenge/Deny and VIP Challenge should be escalated to this email for further review.
What is riskprev@walmart.com?
You encounter an LAD claim on a single order account, created four months ago, there is email and address manipulation, what should you do?
Deny refund and escalate account to ACE for closure
A customer contacts you about not receiving a refund that was issued to a gift card they no longer have.
Escalate to Gift Cards via CCA further action using the template:
Customer’s first and last name:
Phone number:
Email address:
Order number:
Last 4 digits of the gift card number:
Detailed explanation of the problem with the card:
Any actions you took or details you gave to the customer:
If the refund button is blue for a Marketplace Seller LIT item, what action can you take after 8:00 p.m. when the 48-hour window expires?
Process Refund/Replacement
Which system should you use to verify a customer’s special delivery instructions and why can standard carriers like FedEx or UPS not see these instructions?
G-Scope(Dispatcher), because only drivers delivering store orders can see these instructions?
When reviewing an order in Accertify, you notice the Trend Type is RA Trend, there’s a Blacklist, and the customer’s account links to others showing the same returns behavior. No valid guardrails exist on prior orders, and the order was placed 10 days ago. According to the process, what should you do next?
What is chat into ART ACE (not email escalation) for real-time resolution, document actions in CCA, and do not issue a Risk Research Accept (RRA) since the order is over 8 days old and linked to potential returns abuse?
You find 8 accounts all using variations of the same address (“45 Elm St.” / “45 ELM Street Apt A”) and different @boxfi.uk emails. Each account places two-item orders, cancels the pickup item, and later claims LAD on the shipped one. What specific fraud trend is this, and which manipulation techniques are being used?
Free Shipping Abuse (FSA) — using address and email manipulation to disguise linked accounts in a fraud ring.
A customer requires a return label and pickup scheduling for return, but you can’t generate them in CCA.
Escalate to CRT with the template:
Customer Name:
Order #:
Item ID(s):
Label Quantity:
Customer contacts in stating their order is LIT, you check tracking and notice it was updated yesterday, what should you advise the customer?
Advise the customer to allow 48hrs of no movement before we can assist
Customer contacts in about a freight order claiming LAD, what action should you take?
Deny refund, advise the customer to contact carrier or dispute with their financial institution. Notes: Our Freight Carriers are from Pilot/Maersk, Estes, or Non-Stop Delivery (NSD)