As an avid Walmart shopper and someone who has worked in the retail industry for over a decade, I know all too well the frustration of excitedly opening a Walmart package only to discover that part of your order is missing. While Walmart has an impressive track record of order accuracy, a small percentage of shipments inevitably end up incomplete due to logistical hiccups. In fact, studies show that around 1 in 10 e-commerce orders across all retailers arrive with at least one missing item.
If you find yourself in this predicament with a recent Walmart order, don‘t panic. With a bit of know-how and perseverance, you can get the missing pieces of your purchase replaced or refunded promptly. I‘ve put together this comprehensive guide based on my own experiences and insider knowledge to walk you through the exact steps to take when items are missing from your Walmart delivery.
How Common Are Missing Items from Walmart Orders?
First, it‘s helpful to understand just how frequently customers report missing items when ordering from Walmart.com. While the company does not publicly disclose their exact order accuracy rates, industry analysts estimate that between 2-4% of Walmart online orders have fulfillment issues, with missing items being the most common problem. That might sound like a lot, but it‘s actually on par with or slightly better than many other major online retailers:
| Retailer | Estimated % of Orders with Issues |
|---|---|
| Amazon | 5-7% |
| Target | 3-5% |
| Wamart | 2-4% |
Source: Supply Chain Dive
So if you‘ve ordered from Walmart.com multiple times without any missing items, consider yourself lucky! Statistically, most regular Walmart online shoppers will encounter this issue at some point. The good news is that Walmart makes it fairly painless to resolve in most cases.
Step-by-Step Guide for Reporting Missing Items
Alright, let‘s get into the nitty-gritty of what to do when you open your Walmart package and an item (or several) is nowhere to be found. Here‘s a step-by-step breakdown:
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Double check the tracking info: Before assuming the item is definitely missing, cover your bases by verifying that your entire order has actually been delivered. Walmart sometimes splits an order into multiple shipments, so an item that appears to be missing might still be in transit under a separate tracking number. Check your email and Walmart account page for shipping confirmations and plug the tracking numbers into the carrier‘s website for detailed status updates.
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Report the missing item to Walmart: If it‘s been at least 48 hours since your delivery date and part of your order is still MIA, it‘s time to let Walmart know. You can report missing items directly on the Walmart website:
- Log in to your account and go to the "Order Details" page for the incomplete order
- Click the "Report Issue" button next to the missing item and select "Missing" from the dropdown menu
- Provide details on what exactly is missing in the description box
- Choose whether you prefer a replacement or a refund
- Submit the missing item claim
- Follow up if needed: After submitting a claim, you should receive a confirmation email from Walmart with a case number. A customer service rep will review the details and typically process a replacement or refund within 1-2 business days. If you don‘t see progress after 2 days, don‘t hesitate to reach out to Walmart for a status update via phone (1-800-925-6278), email, or live chat on their website.
When you contact customer service about a missing item claim, be sure to have your order number and case number ready to expedite the conversation. Remain polite but firm, and don‘t be afraid to escalate the issue to a supervisor if the initial rep is unable to help. A 2020 Tethr study found that 58% of customers who spoke to a supervisor about an issue felt their problem was resolved, compared to only 29% who spoke to a frontline associate.
Common Reasons Why Walmart Items Go Missing
Now that we‘ve covered the tactical steps for reporting missing items, let‘s dive into some of the behind-the-scenes reasons why this happens in the first place. Walmart is a well-oiled machine when it comes to order fulfillment, but there are a number of potential failure points that can result in incomplete deliveries:
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Inventory discrepancies: If Walmart‘s inventory system shows an item is in stock when it‘s actually not, the order will get processed but the item won‘t get picked and shipped. This is more common with fast-moving, high-demand products.
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Picker errors: Walmart fulfillment centers use a mix of robotics, conveyor belts, and human labor to pick and pack online orders. Items can get missed if they are in the wrong inventory bin, a robot malfunctions, or a picker simply overlooks the item.
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Packing mistakes: Even after items are picked, they need to be correctly packed into boxes for shipment. A momentary lapse in concentration from a packer could mean your item gets left out or boxed up with the wrong order. Automation errors can also happen at this stage.
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Shipping mishaps: Once a package leaves the Walmart warehouse, it‘s mostly out of the retailer‘s control. Packages can get damaged in transit, causing items to fall out. In very rare cases, packages can also be stolen or tampered with before delivery.
According to a survey by Retail Info Systems, inventory accuracy and picking/packing errors are the top two reasons for missing items in online orders across the retail industry.
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Source: Retail Info Systems
While it‘s impossible to completely eliminate these logistical hiccups, top retailers like Walmart are continuously iterating and investing in their fulfillment technology and processes to improve order accuracy over time. For example, Walmart has rolled out robotic systems in many warehouses that can pick items 2-3x faster than manual processes with 99.99% precision.
Walmart Missing Item Refund vs Replacement
When you submit a missing item claim with Walmart, you‘ll be asked to choose whether you want the item reshipped or refunded. As someone who has been in this situation many times, here is my advice on how to decide:
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Choose a replacement if: The item is still in stock and you need it relatively soon. Walmart will expedite the reshipment in most cases so you should receive it within a week or less. This is also a good choice for hard-to-find items that you‘re not confident you could easily order elsewhere.
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Choose a refund if: The missing item is no longer a priority and you‘d rather have the cash back to spend on other things. Definitely go this route if you need the item ASAP and can‘t wait for Walmart to reship, since you can use the refund to buy it from another retailer with quicker delivery.
Something to keep in mind – if you do opt for a replacement item and then change your mind, you can usually still return it within 90 days for a refund as long as it‘s unopened. So you‘re not locked in if you select the wrong option initially.
Tips for Preventing Missing Items
While Walmart missing items are bound to happen from time to time, there are a few best practices I‘ve learned that can help minimize the frequency:
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Triple check your cart before submitting the order. Verify that the items, sizes, colors, and quantities are all correct. This can prevent mix-ups on Walmart‘s end.
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Choose expedited shipping when possible. Faster shipping means fewer touches and transfers between the Walmart warehouse and your doorstep, which reduces opportunities for items to get lost along the way.
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Make sure your shipping address is accurate. An incorrect or incomplete address is one of the top reasons packages go missing. Always double check!
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Consider picking up your order. If getting all your items in one go is a top priority, select curbside or in-store pickup to eliminate the chance of shipping issues. You can inspect your order on the spot.
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Track your packages like a hawk. Stay on top of tracking and be ready to report missing items ASAP. The quicker you let Walmart know, the easier it will be for them to investigate and resolve.
I know it can feel tedious, but putting in a bit of extra effort on the front end can pay off in the long run. A study by Convey Inc. found that 84% of customers who proactively tracked their orders reported a positive experience with the retailer, compared to only 56% who didn‘t track.
The Bottom Line
At the end of the day, a missing item from your Walmart order is not the end of the world. It‘s a frustrating inconvenience, but one that Walmart is well-equipped to handle. By following the steps outlined in this guide, you can streamline the resolution process and put the situation behind you with minimal stress.
Just remember to regularly check your email and Walmart account for updates, report the issue promptly, be clear about whether you want a refund or replacement, and don‘t hesitate to follow up with customer service if needed. With a little persistence and patience, you‘ll get what you paid for.
Missing items may be an unavoidable reality of online shopping, but it‘s comforting to know that Walmart is committed to making things right when they drop the ball. The retailer invests over $1 billion annually in customer service initiatives, with a large chunk of that dedicated to remedying fulfillment errors. At the end of the day, Walmart knows that a happy customer is a loyal customer.
