Attempt to Cancel

Cancel order
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For Marketplace orders - See KB: Marketplace

For S2S / PUT orders - See KB: Returns: S2S and PUT Returns

Stuck in processing after an attempt to cancel has been placed? See KB: Order is
Processing

Table of Contents:

 Cancel Link in CCA is Unavailable

 Cancel Link is Available in CCA
 Customer Attempts to Cancel
 Authorization Holds
 Cancel Link in CCA is Unavailable
 What kind of order is it?

Important Abbreviations:

 EDD: Estimated Delivery Date.

 S2H: Site To Home. Explain items have shipped and it’s too late to cancel.
Customer may return order once it arrives for a refund.

 S2S: Site To Store. Once the item arrives at the store, customer can let the order
expire or you can process a virtual return.

 PUT: Pick Up Today. Once the item arrives at the store, customer can let the order
expire or you can cancel order.

 WISMO: Where Is My Order.

 P/C/D: Product/Category/Disposition.

 LAD: Lost After Delivery.

 LIT: Lost In Transit.

 PC: Promo Code.

 GC: Gift Card.

 CRT: Customer Resolution Team. 

 Wrong address: See KB: Wrong Address

Pharmacy: Call pharmacist

Cancel Link is Available in CCA
Steps to place Attempt to Cancel in CCA

Locate the order in CCA 

Before selecting the cancel option in CCA, explain the process to the customer and
confirm customer still wants to cancel

Suggested verbiage: 

“I can definitely attempt to cancel your order. The system will attempt to cancel the order
until it is delivered. If your order cancels, you'll receive a cancellation email. If your order
cannot be canceled, you can return the item to your local store or you can start a return
online. Would you still like me to attempt to cancel your order?"

Select the box next to the item(s) you want to cancel and select the cancel button
Select the quantity (if applicable) and reason for the attempt to cancel. For multiple items,
you can use the first reason/comment for all items, if applicable to all, by selecting Apply to
all items.

Enter more details about the cancellation in the blank box and select Submit
After submitting, set customer expectations

Suggested verbiage: 

I’ve completed the cancellation request. The system will attempt to cancel the order until it
is delivered. As a reminder, if the cancellation request is successful, you’ll receive an email
confirming your item has been canceled. This typically happens within 48 hours. You may
also check status of your cancellation request in Your Account. If the cancellation has not
been processed within 48 hours then, unfortunately, it is unlikely to happen, but you can
return this item to your nearest Walmart or return the item back via mail by processing a
return in your account for a full refund in accordance with our return policy.

Done. To return to Item Details page, select Return to Order Details.

Once back in the "Item Details" tab, the item(s) you requested to cancel will either show
"Canceled" order status (if the cancellation is processed immediately) or "Intent to Cancel"
so you know that the cancellation request has been submitted.

Customer Attempts to Cancel

If an item has not been shipped yet, a customer may see a button beside their recent order
in their Walmart.com account that says "Request Cancellation." Clicking this does not
guarantee the order will be canceled. The same process applies whether a customer or a
Walmart.com agent attempts to cancel.

Authorization Holds

When we cancel an order, the system sends a request to cancel the authorization hold to
the financial institution. Financial institutions normally release authorization holds after five
business days on most bank debit or credit cards. This is at the bank's discretion, we have
no power over when the authorization hold is released.

Note: The customer will not see a refund posted to their account after the authorization
hold is released from their account.

Marketplace: Cancel Requests

Marketplace Order Did Not Ship and Has Canceled

Do not issue compensation

Check the emails sent to the customer in the Notes tab in CCA

If an order is canceled because the seller has not shipped the item(s):

Suggested Verbiage: The sellers in our Marketplace have a certain amount of time to
ship the items ordered. If they are unable to do so, the order may cancel. Unfortunately,
that is what happened in this case. 
Suggested Verbiage: Our Marketplace sellers are constantly updating inventory, so
please check back at a later time. As you may know, there is a high demand for some
types of items right now.
Suggested Verbiage: Unfortunately, I am unable to estimate when the item will be back in
stock, but you can visit the website periodically to see if more inventory has become
available. 

Do not place an Attempt to Cancel using the button in CCA. If the option is available in
CCA, it will not cancel a Marketplace order. For cancel requests, check CCA status.

"Shipped" or "Delivered"
Do not refund/replace/adjust

See KB: Marketplace: Seller Contact Process

Order not shipped

Do not escalate

See KB: Marketplace: Seller Contact Process

Suggested Verbiage: 

I can reach out to the seller of the item(s) and ask them to attempt to cancel this order.
However, because we process orders as quickly as possible, sometimes the order has
been processed, and we cannot cancel it. If your order cancels, you will receive a
cancellation email. If your order cannot be cancelled, you will receive an email when it
ships. You can return the item back to the seller. You can start a return in your account
online or through our mobile app. You can also contact us for assistance. Would you still
like me to ask the seller to attempt to cancel your order?

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