Walmart Order Management 1

Question 1

Customers who desire a refund must always return the item to Walmart.

Accepted Answer

False

Answer

This statement is false because Walmart, like many retailers, sometimes offers refunds or replacements without requiring the item to be returned. This can happen for low-value items, damaged goods, or in situations where the cost of return shipping outweighs the item's value, or as a customer service gesture.

Question 2

For personal use items, you should provide the manufacturer's phone number.

Accepted Answer

False

Answer

This statement is false. For most personal use items, especially those purchased from Walmart, customers should typically contact Walmart customer service directly for issues like returns, refunds, or product support. Providing the manufacturer's phone number is usually reserved for specific warranty claims or highly technical product issues, not as a general first step for personal use items.

Question 3

Diana stated that one lipstick out of five was missing from her parcel, which was delivered and signed for.

Accepted Answer

Offer a replacement as "item missing from package,"

Answer

When a customer reports an item missing from a delivered package, the appropriate action is to address the missing item directly. Offering a replacement under the reason code 'item missing from package' resolves the customer's issue efficiently without implying carrier fault or requiring a charge dispute, especially since the package was signed for.

Question 4

What reason code should be used to handle a return for air fryer that didn't come with the cable?

Accepted Answer

Missing Parts

Answer

If an air fryer is delivered but lacks an essential component like its power cable, the most accurate reason code for a return or replacement is 'Missing Parts.' This specifically indicates that the product itself is incomplete as intended by the manufacturer, rather than an entire item being absent from the package or a change of customer preference.

Question 5

If a credit card order is placed and then cancelled. What happened with the money?

Accepted Answer

The authorization hold will be removed within 5 business days.

Answer

When a credit card order is placed, an authorization hold is typically placed on the funds, not an actual charge. If the order is then canceled, the authorization hold is simply released. The funds were never fully captured by the merchant, so they are not 'refunded' but rather become available again in the customer's account once the hold expires, usually within 3-5 business days.

Walmart Practice Test

Walmart Practice Test

Walmart Order Management 1