Cancellation Requests for Walmart WFS Orders

Selling on other Platforms Walmart
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All of a sudden we are getting cancellation requests for WFS orders which has never happened before. Much like FBA, WFS is supposed to handle ALL customer service. Most importantly, WFS sellers can’t cancel a WFS order if they wanted to, much like FBA.

I’m starting to think something is funky with our account or somebody funked with it, much like all the other BS we have dealt with on that marketplace. Might explain a few things if this is true like why we still haven’t gotten an invite for subscribe and save. All the nitwits we compete with have it and do less volume. Finally opened a case (below). Let’s see what they say.

Any other WFS sellers here getting cancellation requests???

Greetings support team. Over the past month, we have received several order cancellation requests for WFS orders. The 3 most recent examples are attached to this case.

We are a 100% WFS seller. We have no ability or authority to cancel a WFS order. With that said, why are we getting these emails? WFS merchants are supposed to have all customer service handled by Walmart for WFS orders.

Is there something wrong with the setup of our account that is making Walmart’s internal systems think we are not a WFS seller?

We had a buyer get very angry with us that we couldn’t cancel their WFS order when we wrote back to them. We would have if that was an option but WFS orders cannot be cancelled by sellers as I am sure you know.

Please let us know why this keeps happening.

Regards,
Team XXXXXXXXXXXXXX

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Update. Walmart’s support is just as good as Amazon’s.

Their response, complete with spelling / grammar errors, followed by ours below:

Hello Team,

Thank you for reaching out to Walmart Seller Support. My name is Tammy and I am happy to assist with your Customer request inquiry.

I have reviewed the information that you have provided and it appears that some of the information you have provided is inaccurate. While it is not reccommended because ot can affect a sellers Cancel Rate Performance metrics, sellers are able to cancel customer orders. I am attaching a link to familiarize you with this request moving forward.

Cancel an order in Seller Center: Seller Community

In response to your inquiry regarding why you are receiving customer emails and customer service questions, I will include the Customer Care Policy. This is a required policy for all Walmart Marketplace sellers.

Customer Care Policy: Seller Community

I hope that you will find this information helpful, I will be placing your case in a “Resolved” status. It will automatically close in five days, no response is necessary.

Thank you and have a wonderful day,

Tammy
Walmart Seller Support

Greetings Tammy, thanks for your feedback / response. We don’t believe that anything we wrote in this case is inaccurate.

Attached you will find a screenshot of an unshipped order from today. There is no option to cancel this order because it is a WFS order. That’s just the way it works, in line with how other marketplaces work, such as Amazon, when they are the holder / shipper of the inventory.

So again, we ask why these cancel communications are being forwarded to us by Walmart’s customer service team? They (customer service) may have the ability to cancel a customer’s order if the customer can’t but we certainly cannot. The Knowledge Base link you shared is for orders shipped by the seller, not WFS sellers / orders.

This is a recent issue for us that is now happening over and over again. The first 16 months we were selling WFS on Walmart, not a single time did this happen after 10,000+ orders. Something has changed.

We respectfully ask that you escalate this issue to have our account looked at to ensure something wasn’t switched that has led to these cases being forwarded to us for cancellation, wherein Walmart’s systems think our WFS orders are FBM (fulfilled by merchant) orders.

On a different topic, we seem to be the only seller in our category that hasn’t been offered the option to join the Subscribe Program. That is not available for non-WFS sellers. So the other question is; does Walmart’s systems think we are not an exclusively WFS seller?

Thanks for your help and time,
Team XXXXXXXXXXXXXXXXXX

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I do. Like you, I started getting order cancellation requests in the past few weeks. It’s weird. I called WFS support and they took care of the cancellation for me. I think it was just an error in their system. Luckily connecting to WFS over the phone is super easy. Hopefully they fix this soon.

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This is pretty funny. 2 response below. 1 telling us there’s nothing to see here, followed by a more official email stating that there was a problem and its been corrected.

Seller Support Response:

Hello Team,

We have received your response regarding order cancelations for WFS orders. I have reached out to leadership in response to your inquiry, we have concluded your account is accurately set as WFS.

As previously advised the notifications from the customers is normal and not an account issue. We would like to add that if the customer is inquiring on a cancelation post purchase you can advise them to reach out to Customer care for assistance.

In regards to the Subsricption Service this is by invite only we advise to keep an eye out for this invitation. If you continue to feel as if there is an issue with not receiving this invitation, please feel free to create a seperate case concerning this issue. This will assure that it will be directed to the correct team to investigate that particular concern.

Thank you again for your participation in Walmart Fulfillment Services. I will be placing your case in a “Resolved” status. It will automatically close in five days, no response is necessary.

Thank you and have a wonderful day,

Tammy
Walmart Seller Support

Email from WFS:

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