Product Feedback Removal Requests

Updated 2 weeks ago ​by Merch Transformation Change Management

Suppliers may request the removal of irrelevant reviews or feedback about their items. This is known as a product feedback removal request. These requests follow strict guidelines and require specific information from you before the feedback can be removed.

Walmart does not provide the reviewer's order-specific information (i.e., name, contact information, order number) to suppliers. It is against Walmart Policy to contact customers with requests to remove feedback. Customer feedback/reviews cannot be edited or changed in any way. If your request for removal meets the established guidelines below, then the feedback will be removed.

To submit a product feedback removal request, create a ticket within Supplier One through Help > Manage tickets. Select Item (or Items and Inventory) > Site Experience > Reviews as your issue type > issue subtypes before providing the issue details below. Each feedback removal request must contain a screenshot showing the star rating and review. 

Guidelines

To remove the feedback/comments on a product review, one of the following issues must exist:

Issue

Description

Incorrect star rating

The stars do not match the sentiment expressed in the review (e.g., a 1-star review that says "This item is great!").

Customers may leave a "Ratings Only" review. They are not required to leave a comment with their ratings. If the customer leaves no reason, Walmart will not remove the review.

Incorrect product

The product review does not match the item on the page.

Inappropriate

The review contains a comment that is inappropriate or vulgar (e.g., profanity, hate speech, etc.).

Item update

If a supplier updates the specifications on an item and existing reviews no longer reflect the current item, Walmart can remove all previous reviews (i.e., reviews cannot be "cherry picked"). The supplier must provide documentation of the update.

How to Submit Your Request / Required Information

  1. Create a ticket within Supplier One through Help > Manage tickets. Select Item (or Items and Inventory) > Site Experience > Reviews as your issue type > issue subtypes.
  2. Each product feedback removal request must include the details below. If you do not adhere to this format, Partner Support will not look into your request.
  • Type of review: Product Review
  • Product ID:
  • Date of review: 
  • Customer nickname:  
  • Link to the Item Page: 
  • ​Reason (incorrect star rating, incorrect product, inappropriate, item update, not a product review): 
  • Screenshot of review attached: Y / N (make sure the screenshot you attach shows both the star rating and review)
  1. Click Submit ticket.
  2. You will receive a response from Partner Support within 5–7 business days.

Additional Notes

Customers may write negative reviews. Suppliers cannot ask to have negative reviews removed unless the review genuinely meets one of the criteria above. Walmart will not remove negative reviews based on logistics/shipping issues (item arrived damaged, package lost, etc.) nor customer service-related concerns (unwanted product substitution, delivery pickup timeframes, etc.). This includes items that are fulfilled by Walmart as part of the Walmart Fulfillment Services (WFS) program.

Additionally, brands may syndicate certain reviews for display on Walmart.com. Such syndicated reviews may say something like "written by customer while visiting [brand].com." Walmart cannot and will not remove syndicated content.

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