When you purchase an item from a Marketplace Seller, you will see the Seller’s name listed in Order Details within My Account. Check the “Sold & Shipped by” label to see if the item is from a Marketplace Seller. These sellers have their own cancellation and return policies, which means these items can't be returned to Walmart.com or a Walmart store.
If you need to contact your seller to ask a question, initiate a return, or help with another issue, you can email the seller within My Account. Below you will find more information about this email flow.
Customer Email Communications
After you make a purchase, you can initiate contact with the Marketplace seller from the My Account area of Walmart.com.
Locate your item purchase in your Recent Orders. Click See details.
On the Order Details page, click the link to "Contact this seller"
This begins an email communication between you, the customer, and the seller. You will now be able to communicate directly with the seller to answer your questions or resolve any issues you may have
To provide proper context and email routing for our sellers, Walmart asks that you select a relevant reason for this email communication:
Walmart requires sellers to communicate with customers in a timely fashion, with high-quality responses. This is why Walmart requires that Marketplace sellers respond to customer emails within 1 to 2 business days of receiving the message
Walmart will keep a copy of each email sent and received, and we may review them to resolve disputes, improve customer experience, and assess seller performance
Benefits of the Customer Communications Platform
The Customer Communications Platform is designed to improve the overall customer experience:
Allows you to see emails sent and received through your own personal email system (such as Outlook, Hotmail, Gmail, etc.)
Direct communication with sellers helps reduce disputes and claims
By using the Customer Communication platform, both you and sellers communicate with each other via encrypted e-mail addresses. For example, if you want to contact a seller, the service will assign an encrypted alias instead of displaying the seller's real e-mail address. E-mails are routed to the seller via this encrypted alias
The service masks private email addresses, to help increase the security of customer-seller communication