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Walmart Marketplace Order Fulfillment and Customer Service

Walmart Marketplace Order Fulfillment SOP

This guide will give a brief overview of how to fulfill orders on the Walmart Marketplace using Amazon as the fulfillment channel. (MCF). 

How to Ship and Confirm Orders 

  1. Go to your Orders Tab under ORDER MANAGEMENT. 
  2. Find your New Orders. New Orders Will Fall under Three categories: (New Orders, Orders Due Today, Past Due Orders). 
  3. Once you locate your order, your screen will look something like the image below:
  4. Click the purchase order # hyperlink. 
  5. Under status – change from Acknowledged to Ship. 
  6. If you have a valid tracking number, change your carrier to your carrier which you shipped with, enter the tracking number, and click update. 
  7. If fulfilling a MCF (Multi-Channel Fulfillment) order (Through Amazon), simply enter USPS as the carrier and 12345 as the tracking number. (Note you will be unable to edit this tracking number at a later time). 
  8. Click Update and you are done. 

Customer Service:

Walmart Customer Service is different from Amazon or eBay. There is not a central message area. All communications are done through email. 

  1. Sending Emails: To send an email go to your orders page. Next click on the purchase order number for the order in question. 
  2. Sending Emails Within Walmart: Click Send email to send an email through the walmart platform. 
  3. Sending Emails Outside of Walmart: Click Copy Email Address to copy the customers email so an email can be sent directly to them. 
  4. Customer Service Escalation: For “customer service escalations” simply message the customer through Walmart using the steps above to resolve the issue with the customer. If not resolved within 48 hours Walmart may step in and issue a refund.
  5. Responding to Emails: To respond to a customer message, email them back directly via your email client. 

For more information on how to place a MCF order through Amazon please visit the link below: 

https://myamazonguy.com/ebay/create-a-fulfillment-order-amazon/

Want traffic conversion tips?

I was fortunate to be part of MAG's first batch of its Advertising Internship Program. The timing was perfect for me as I was looking for an opportunity to learn more about Amazon PPC and at the same time to have hands-on training to work on accounts.  

 

When I started my internship, I listed down the things I wanted to learn. And I am happy to say that I've ticked all the boxes! My most favorite was "Optimization Using Bulk Files”. Bulk files and I, we did not get along at first, it was so scary seeing all those data! But I had a great mentor who guided me along the way. He patiently taught me step by step on how to process the data. He was very enthusiastic in answering all of my questions. He supported me until I gained the confidence in uploading my first, second, third (and so on) bulk uploads. 

 

The biggest advantage in working with MAG (and I must say one thing that I always look forward to every week) is its Weekly Ads Training. Every week, we discuss various topics about PPC. Interns/Ads Specialists/Ads Managers, we all share knowledge, information, and updates about PPC. During our discussions, we exchange ideas and feedback. It became an avenue not just to learn a skill, but also to clear any vague or ambiguous PPC topics. 

 

For me, the biggest disadvantage is the work schedule. As an Intern, I have to follow EST timing. The time difference from my location was only 8 hours, but being a morning person, I really struggled to keep myself awake. But if you are a night owl, then this will not be a problem for you.

 

So if you are considering joining the MAG Advertising Internship Program, my advice to you is to take action - APPLY NOW! The knowledge that you will gain and the skill that you will develop from this program will be invaluable. And who knows? From being an Intern, you might be the next one to be promoted as Jr. Ads Specialist! 

Maria Victoria Piedad