In the ongoing effort to improve customer experience, this guide will help you reduce customer returns. Anticipating returns and making changes to reduce those occurrences can decrease the number of return chargebacks you receive and ultimately provide a better experience for our customers.

These steps provide an overview of common return drivers and give you tools and best practices to allow you to proactively reduce customer impact. 

You should proactively review your returns in Supplier One. Click Performance in the left navigation menu and select Return trends. If you require additional assistance, reach out to your buyer (category manager). They will provide return support or guidance for how to improve your performance in these areas. 

Return Reasons and Best Practices

All return reason codes are based on customer comments during each initiated return. These reason codes provide valuable insight into what actions can be taken to reduce return drivers. Keep in mind that making changes to your listings to improve customer experience can reduce the occurrence of one or more of the return reason codes.

Changed Mind – This reason code is selected when a customer received their order, and they decide they no longer need the item. This may be because the item will not work for the purpose they had in mind, or it was not exactly what they were expecting to receive. To reduce these types of returns, ensure that you have done the following:

• Ensure that the pictures attached to your listing are high-quality images of the item (taken in a studio) as opposed to computer-generated images.
• Verify that the Primary Image and the Product Name match and clearly indicate what the customer will receive.
• If an item requires assembly or setup, provide clear instructions and/or manuals for the item if it requires setup.

Damaged – This reason code is selected when the customer receives an item that is damaged. Damage can occur during shipping, so please ensure that you are checking your items for quality before sending them to the customer.

• Transit test items to ensure that you are complying with our shipping standards (ISTA 6-FedEx-A for small parcel and ISTA 3B for freight). For further details, please review Transit Testing. 
• Ensure that trucks are loaded appropriately when sending to Walmart.com fulfillment centers (Owned) or to customers (DSV). For example, stack boxes to reduce movement, keep heavy packages at bottom, use load straps as needed.
• Internal product protection should be durable enough to support shipping individual items to customers without becoming damaged in the process. If an item is fragile, there should be more packaging and/or protection.
• Put warning labels on packages (e.g., Fragile, This Side Up, Do Not Clamp, Team Lift, etc.) to ensure that the carrier handles them appropriately.
• Reference the Walmart.com Packaging and Labeling Guide and Transit Testing documentation for further details.

Defective – This reason code is selected when the item received does not work as designed or breaks due to a manufacturer defect.

• The item description should set realistic product expectations (don’t over-promise product performance).
• Include clear installation instructions and manuals so the item is not damaged during installation or assembly.
• Ensure that electronics undergo frequent quality checks and/or item tests (e.g., battery life, screen resolution, review for cosmetic blemishes, performance over time, etc.) to verify the quality of the items.
• Perform frequent quality assessments for items that require assembly. Verify that all necessary parts are in the box and test that the products assemble correctly.
• If manufacture warranty covers replacement parts or items, clearly include this information when shipping the item (printed on box, slip insert) and add communication to the product details page on the website.
• Review product expiration dates and avoid approaching expiration windows.

Incorrect Item – This reason code indicates that the customer did not receive the item that they were expecting based on the item title, image, or description.

• Suppliers Only – If your item is shipped as a case and is intended to be sold in the same case quantity, apply a sticker or label to the outside of box to ensure the warehouse does not break down the set.
• If your item is sold as a multi-pack, the primary item image should show the number of units in the pack (e.g., a 4-pack of bottles should have a primary image of 4 bottles). The description should also clearly state the multi-pack quantity.
• Ensure that the product name removes any ambiguity about what the customer will receive.
• If you have an item with multiple color or size options, ensure that base variants and parent/child items are accurately set up and that each variant has its own UPC. Additionally, if the same item can be sold as both a single unit and a set, each configuration needs a different UPC.
• Make sure that the color swatches match the item color and that naming conventions are clear to all customers.

Lost – DSV only – This reason code is used when the item was marked as shipped in our system, but the customer never received it. Remember that the customer is not charged for their items until the order is marked as shipped.

• When you place labels on outgoing packages, they need to be clearly visible and properly adhered to the box to ensure that labels do not fall off during transit.
• Make sure that outgoing orders are placed in the correct carrier trucks. 
• Always ship on or before the estimated ship date (ESD) and only update the order to ‘Shipped’ status once carrier has picked it up.
• Always provide accurate tracking information so the customer can check on the progress of their order.
• If you believe that the destination address is incorrect, create a case for Partner Support so we can verify the address with the customer.  
• Packages that are too damaged to be delivered may be perceived as Lost because the shipment doesn’t make it to the customer. Follow the instructions for the Damaged return code above to address this issue.

For backup information or support, please refer to the chart in the next section.

Contacts and References