Walmart Marketplace Cancelations
Marketplace Order Cancellations
In this article:
Marketplace Seller Performance Standards, sellers must maintain less than a 2% Cancellation Rate. Below are examples of cancellation reasons that will affect your performance metrics:
- Orders auto-cancelled by Walmart
- Orders cancelled due to unavailable inventory for an item (e.g., The item is out-of-stock).
- Orders cancelled due to a pricing error (e.g., An item is priced incorrectly).
**NOTE: Sellers will not see the Customer Changed Mind reason code unless the customer initiated a cancellation from their Walmart account or via Walmart Customer Care.
Based on the above Walmart statement, when a customer is making a mistake and emails for corrections, do not ship and ask the customer to cancel the order from their Walmart account or via Walmart Customer Care.
For more information on how to cancel Marketplace orders, see Manage Order Status – Acknowledge, Ship, or Cancel Orders.
shipped status with a valid tracking number within the auto-cancellation window (ESD + 6 days) to avoid auto-cancellation.
case for Partner Support through the following path: Orders and Returns > Cannot update order > Unable to update tracking.
**NOTE: Be sure to include the order number and valid tracking information. Walmart will review the case, and per our agreement, you may not be reimbursed for duplicate or inaccurately shipped orders.
Q: Can I update a cancelled order?
A: No, once an order has been updated to Shipped or Cancelled, they are considered closed and cannot be updated or edited.
Q: Can I cancel an order that has been marked as shipped?
A: No, once an order is marked as shipped it cannot be cancelled. If you still have the item in your possession, you can follow the instructions outlined in Issue Adjustments or Non-standard Refunds in Seller Center.
**NOTE: If the customer reaches out to cancel an order and the item is already in the carrier's possession, the customer should initiate a return from their Walmart account when they receive the order.
Q: Will I receive a notification when my order gets automatically cancelled?
A: No, you are required to check the Order Management dashboard to locate orders that will be auto-canceled unless you provide shipment information. To see late orders, filter the grid by Order date (set to Last 14 days) and ship any orders that have a Ship by date that has passed. Alternatively, search the Orders dashboard by the Order details provided in the auto-cancellation email you received.
Q: I am utilizing a Solution Provider. Will they receive a notification through a Channel Partner when an order gets automatically cancelled?
A: No, Channel Partners will not receive notifications for auto-cancelled orders. They will need to check the Orders dashboard to review late orders. To see late orders, filter the grid by Order date (set to Last 14 days) and ship any orders that have a Ship by date that has passed. These orders will be auto-cancelled unless you provide shipment information.
Q: What if I receive an auto-cancellation alert when I’ve already shipped the orders with valid tracking?
A: If you have shipped the items with correct tracking information before the auto-cancellation cutoff, you can disregard the email alert from Walmart.
Q: Will an auto-cancelled order impact my performance?
A: Yes, auto-canceled orders will negatively impact your performance metrics. Visit the Performance Dashboard in Seller Center to view your metrics.
Q: How do I cancel an order?
A: Please refer to the article Manage Order Status - Acknowledge, Ship, or Cancel Orders or to the API documentation.
**NOTE: You cannot reverse-cancel an order.
Q: I have cancelled orders due to incorrect pricing on Walmart.com. What should I do?
A: Please create a Partner Support case immediately and include the list of canceled orders. Our customer service team may reach out to the impacted customers.
Q: Where should I look for my shipped and cancelled orders?
A: Visit the Orders dashboard in Seller Center and search for the PO number in the search bar.
Q: What do I do if a customer requests that we cancel their order?
A: If the customer requests an order cancellation, the system changes the order status to Intent to Cancel. Sellers can view the new order status and process cancellations more efficiently with this order status.