Walmart 发布节后售后指南：五项准备迎战假日季
Wrap up a strong post-purchase plan before the holidays
Walmart 在假日季前发布售后准备指南，要求卖家提前做好五项工作：安排主备客服覆盖 Seller Center 消息、明确自发货与 WFS 订单的客服责任划分、提前确认退货退款流程并设置 Keep It、Partial Keep It 和 Replacement 规则。
Check these five areas off your holiday list.
1. Prep for more holiday questions
Holiday shoppers often have more questions about products, orders, delivery and resolutions. A consistent communication process can help you respond efficiently and set clear expectations. Get your team and workflow ready before the holiday rush hits your inbox, rather than reacting during peak season.
Focus on:
- Assigning primary and backup inbox coverage
- Establishing a routine for reviewing Seller Center messages
- Prioritizing inquiries that require action
- Refreshing templates for common questions
- Understanding Seller Response Rate expectations
- Clarifying when “No response needed” is appropriate
2. Understand who handles each customer interaction
Support responsibilities vary by fulfillment method. Before peak season, make sure you know when you should respond and when we’ll manage the interaction.
Focus on:
- Customer-support responsibilities for self-fulfilled orders
- Walmart-managed support for applicable fulfillment, delivery and return inquiries on Walmart Fulfillment Services orders
- Seller responsibility for product questions and information
- Clear internal escalation paths for more complex issues
3. Make holiday returns a smooth customer experience
Returns are a natural part of the season, especially once the gifts are unwrapped. Build returns into your broader customer service plan so you can resolve issues smoothly and help maintain customer trust.
Focus on:
- Confirming return and refund workflows early
- Reviewing support coverage for the post-holiday period
- Setting Keep It, Partial Keep It and Replacement rules where applicable
Pro tip
The right rules can help you protect sales and save on costs:
With Replacement, you’ll send customers the new item instead of issuing a refund, helping you keep both the sale and the customer.
With Keep It, you’ll offer a full refund for non-resellable or cost-prohibitive items. For example, a $10 item that costs $8 to reverse-ship and $2 to inspect and restock.
Partial Keep It allows you to offer a partial refund, which acts like a discount for an item that’s slightly different from its description or has light cosmetic damage.
The Keep It and Partial Keep It programs are heavily vetted through our fraud prevention AI models.
4. Use holiday feedback to plan for next year
Post-purchase activity can reveal opportunities to improve your products and operations long after decorations come down.
Focus on:
- Reviewing recurring return reasons
- Monitoring item and seller reviews
- Identifying gaps in descriptions, images, dimensions or specifications
- Addressing repeated concerns about sizing, quality, packaging, fulfillment or communication
- Following Walmart policies and approved programs for authentic reviews
- Using feedback to improve future customer experiences
Top spotlight
Gain deeper visibility into holiday return trends with the Returns Insights dashboard. Analyze return reasons, understand associated costs and uncover opportunities to refine rules such as Keep It, Partial Keep It and Replacement. Use actionable recommendations to identify patterns, improve product listings and create a more efficient returns experience.
5. Get certified in the post-purchase experience
Ready to go deeper? In the free Mastering the post-purchase experience course in Seller Academy, you’ll learn how to:
- Communicate with customers professionally.
- Manage returns, refunds and replacements with confidence.
- Respond to customer reviews to build trust and support compliance.
Complete the course to earn your certificate. It takes less than an hour, making it an easy one to check off your holiday list.
Put these areas in place now to help your business earn repeat customers and grow into the new year!
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来源：walmart · marketplace.walmart.com