Delivery
- A Walmart+ member places a grocery order worth $50 and selects standard delivery. What is the minimum order requirement for free grocery delivery?
The order exceeds the $35 minimum required for free grocery delivery.
- A customer arrives after their scheduled pickup window has passed. The pickup date is the same day, and it is currently 7:30 PM. Can they still receive their order? Explained the reason of your answer.
Yes. If the scheduled pickup window was before 8:00 PM, the customer can still check in and collect the order before 8:00 PM local time on the pickup date
- A customer asks whether a Walmart+ membership only provides free grocery delivery. How should you respond?
No. Walmart+ includes several benefits such as free grocery delivery on eligible orders over $35, free shipping with no order minimum on eligible items, gas savings at participating stations, streaming benefits, pharmacy delivery benefits, and more.
- A customer contacts Walmart because a Marketplace item arrived damaged and wants a replacement immediately. Why might Walmart not be able to process the replacement directly?
Since the item was sold by a Marketplace seller, the seller may have their own replacement and resolution process. The customer may need to work through the Marketplace seller's support process or follow the seller's return policy.
- A Walmart+ member orders a shipped item worth only $12. Will they still qualify for free shipping? Explained why?
Yes. Walmart+ members receive free shipping on eligible Walmart.com items with no order minimum, provided the item is eligible for Walmart+ shipping benefits
- If a Walmart+ InHome member is unavailable during delivery, can the delivery still be completed, and what allows this to happen?
Yes. InHome deliveries can still be completed through approved access methods, such as a smart lock, smart garage door opener, or other authorized entry options, allowing associates to place groceries in the designated location
- A customer rescheduled their scheduled pickup once already but now wants to move it to another time slot. What should you advise?
Walmart only allows a pickup time slot to be rescheduled one time per order. If another change is needed, the customer may need to cancel the order and place a new one, depending on the order status.
- A customer has a scheduled pickup order tomorrow at 4:00 PM. Before the cutoff time, they want to add items and move the pickup to a later slot. Is the customer able to do this change? And How many times can they reschedule the pickup?
Yes. But the pickup slot can only be rescheduled once per order.
- A Walmart+ member believes every item on Walmart.com qualifies for the same delivery benefits. A Marketplace seller item has additional shipping requirements. How should the agent explain this?
Walmart+ benefits primarily apply to eligible items sold by Walmart. Marketplace items are offered by third-party sellers and may have different shipping speeds, fees, return policies, and fulfillment methods depending on the seller.
- A customer is trying to order a large patio set and notices a freight shipping fee at checkout, even though they have Walmart+. Why is the fee still being charged?
Walmart+ provides free shipping on eligible items, but freight charges and location surcharges may still apply for oversized, heavy, or special-handling items. Walmart+ does not waive these fees.
- A customer with a Walmart+ membership places a grocery order totaling $28 and selects regular delivery. Will the delivery be free? And if it’s not free explained why?
No. For Walmart+ members, grocery orders must meet the $35 minimum order requirement to qualify for free delivery. Since the order total is only $28, the customer may be charged a fee unless additional eligible items are added to reach the minimum threshold.
- A customer placed a pickup order but wants to convert it to delivery after checking out. Can this be done without canceling the order? Explain the reason of your answer.
No. Once the order has been placed, the fulfillment method cannot be changed from Pickup to Delivery (or vice versa). The customer must request cancellation and place a new order
- A Walmart+ member places a $40 grocery order and wants it delivered the same day. What membership benefit applies, and what minimum requirement has the customer met?
The customer qualifies for free grocery delivery because the order exceeds the $35 minimum order requirement.
- A customer ordered a Marketplace item and notices that the order cannot be canceled through their Walmart account, even though it has not yet arrived. Why might this happen?
Marketplace orders are fulfilled by third-party sellers, and their cancellation policies may differ from Walmart's. If the seller has already begun processing or shipping the order, cancellation may no longer be available, and the customer may need to wait for delivery and then follow the seller's return process.
- A customer places an order containing groceries, a prescription medication, and a Marketplace item. Will all items necessarily ship together?
No. Different item types may have different fulfillment methods. Prescription medications, Marketplace items, and Walmart-fulfilled products may ship separately and follow different delivery requirements or restrictions
- What is the key difference between Walmart+ Delivery and Walmart+ InHome Delivery regarding who fulfills the delivery and how the order is received?
With Walmart+ Delivery, orders are typically delivered to the customer's doorstep. With Walmart+ InHome, trained Walmart associates deliver the order to a preferred location such as the kitchen, refrigerator, garage, or doorstep, with no tips required.
- A customer has a scheduled pickup order for 6:00 PM but realizes at 3:00 PM that they need a later time slot. The order is still being processed. What would recommendations you would give the customer?
The customer can modify the order before the cutoff time, including adding or removing items, adjusting quantities, changing substitution preferences, and rescheduling the pickup time slot once.
- A customer says, “I only shop online once or twice a month, so Walmart+ probably won’t save me money.” Besides free delivery, what other benefits could still provide value?
Walmart+ includes free shipping with no order minimum on eligible items, fuel discounts at participating gas stations, streaming benefits, pharmacy delivery benefits, and travel rewards, which can provide value even for customers who shop in frequently.
- A customer purchased an item from a Walmart Marketplace seller and wants to know if they can return it through Walmart. What should the agent verify first?
The agent should verify the Marketplace seller's return policy, as Marketplace items are sold by third-party sellers and return eligibility may vary depending on the seller and the item purchased.
- A customer orders a high-value shipped item and is informed that a PIN or signature will be required upon delivery. Why would Walmart require this additional step?
Certain high-value items or specific orders may require a PIN or signature at delivery to help verify receipt and protect against delivery disputes or fraud.
- A customer believes InHome Delivery is only for groceries. Is this correct? Explained the reason of your answer.
No. InHome can deliver groceries, household essentials, home décor, and many other eligible Walmart items.
- A customer chooses an unscheduled pickup option and receives a notification that the order is ready. What should the customer do before arriving at the store to reduce wait time?
The customer should use the Walmart app, text message link, or email notification to select "I'm on my way" before arriving.
- A customer asks if Walmart+ gives them access to any entertainment-related benefits. What should you tell them?
Yes. Walmart+ members can access a streaming benefit that allows them to choose between eligible streaming services such as Paramount+ or Peacock Premium, according to current membership terms.
- A customer purchased two items in the same order. One item was sold and shipped by Walmart, while the other was sold by a Marketplace seller. Why might the items arrive separately?
Marketplace sellers manage their own inventory and shipping processes. As a result, Marketplace items may ship separately and have different delivery dates than items sold directly by Walmart.
- A customer orders an aerosol spray and wants it shipped overnight. Why might expedited shipping not be available?
Certain regulated or hazardous materials, such as aerosols, batteries, and flammable products, may be subject to transportation restrictions that limit shipping methods and delivery speeds.