Walmart

FAQs

  1. 1.  What is the Walmart Product Support Center?
  2. 2.  What is a transaction number?
  3. 3.  Where do I find my transaction number?
  4. 4.  What if I have misplaced my Walmart receipt?
  5. 5.  What is an order number?
  6. 6.  Where do I find my order number?
  7. 7.  What if I have misplaced my Walmart.com receipt?
  8. 8.  Where would I find my model number or my serial number on a product?
  9. 9.  What is a Plan Number?
  10. 10.  How are Replacement Plans and Service Plans different?
  11. 11.  How do I know if I have a Service Plan or a Replacement Plan?
  12. 12.  How do I determine if my product falls under the 'No Lemon' Policy?
  13. 13.  What is an Unknown Product and how do I update this?
  14. 14.  I do not see all my products, what can I do?
  15. 15.  What if the product shown is not the product purchased?
  16. 16.  What if the purchase date doesn't match my receipt?
  17. 17.  I am having trouble creating an account, what do I do?
  18. 18.  I am having trouble registering my product, what do I do?
  19. 19.  Why do you need my email address?
  20. 20.  What if I don't have an email account?
  21. 21.  Why do you need my contact phone number?
  22. 22.  How secure is my personal information?
  23. 23.  What browsers are supported?
  24. 24.  What is the screen size used to develop pages on the Portal?
  25. 25.  Why do I have to disable pop-up blockers and how do I disable them?
  26. 26.  Why do I have to enable cookies in my browser?
  27. 27.  Can I transfer this contract to a new owner?
  28. 28.  Can this contract be cancelled?
  29. 29.  I have a question not addressed above, how can I get help?
  30. 30.  Why can’t I register my Mobile Care Plus Plan?

1. What is the Walmart Product Support Center?

The Walmart Product Support Center is a portal that provides consumers product support. The portal provides support for:

  • Most electronic products purchased at Walmart that are eligible for the Walmart Product Support.
  • Any Walmart product purchased along with an Asurion Plan

The portal offers consumers help with answering questions about product features and specs via phone or the internet; help with understanding how to use most electronic products purchased at Walmart as well as configuration assistance; help with product troubleshooting; help with providing manufacturer information; and help with obtaining service for Asurion Plans.


2. What is a transaction number?

Walmart assigns a transaction number to your product and plan purchase when your purchase is made at a Walmart store. The transaction number is a string of numbers based on the Store Number (ST#), Register Number (TE#), and Transaction Number (TR#). These numbers together gives you a unique identification number we refer to as the transaction number.


3. Where do I find my transaction number?

The transaction number is located on your Walmart store receipt. The transaction number is a string of numbers based on the ST#, TE# and TR# found just below the store telephone number. On all screens that you are prompted for a transaction number, the hyperlinked text 'Help me find this on my receipt' will appear. Clicking on the hyperlinked text will display a sample receipt where these fields are highlighted. Clicking on the displayed receipt will cause it to hide again.


4. What if I have misplaced my Walmart receipt?

If you no longer have your Walmart sales receipt, please contact customer care at 1-888-531-1897 and the Customer Care Representative will assist you.


5. What is an order number?

Walmart assigns an order number to your purchase(s) when your purchase is made at Walmart.com. The order number is a unique identification number for your Walmart.com purchase.


6. Where do I find my order number?

The order number is located on your Walmart.com receipt. The order number is a string of numeric/alphanumeric values near the top of the receipt. If your order number includes spaces, please do not enter the spaces, only enter numeric/alphanumeric values. On all screens that you are prompted for an order number, the hyperlinked text 'Help me find this on my receipt' will appear. Clicking on the hyperlinked text will display a sample receipt where this field is highlighted. Clicking on the displayed receipt will cause it to hide again.


7. What if I have misplaced my Walmart.com receipt?

If you no longer have your sales Walmart.com receipt, please contact customer care at 1-888-531-1897 and the Customer Care Representative will assist you.


8. Where would I find my model number or my serial number on a product?

Many appliances have a model name and number on the front of the unit but this is not the number the manufacturers use. Your receipt may have the serial number of your product, the most common place to find the model and serial numbers is on the label of the box you purchased the product in. The model and serial numbers are also located on the product model number plate. The product Owner's Manual will tell you exactly where the product model number plate is located on your product. Most manufacturer model and serial numbers consist of a combination of letters and numbers. Some will also include dashes and dots.

It is important to take the exact model and serial number from the product model number plate on the product only. Identification numbers on sales receipts, shipping boxes and energy guide stickers usually contain partial model numbers. Do not use these sources to obtain your model number. Use and Care manuals are also not a good way to find your model number. These booklets are often produced to cover several different models and there is no way of identifying which model number is for your product.


9. What is a Plan Number?

When you register a product on the portal, each product and/or package is assigned a unique number, called a 'plan number'. The plan number is our reference number associated with your profile for product registration and claims filing purposes.


10. How are Replacement Plans and Service Plans different?

Replacement Plans:

It is a Plan that covers the replacement of your covered product as a result of a breakdown due to mechanical and electrical failures including those due to normal wear and tear, surge protection (available from day 1), internal heat, dust and humidity.

The Replacement Plan coverage begins after the manufacturer labor warranty expires. We will replace your product with the gift card that was attached to your brochure or we will issue a check equal to the original purchase price of your product, including taxes, as indicated on your receipt

Under the terms of a Replacement Plan, you will be required to return the covered product and all accessories that came with the covered product in order to receive the gift card funding or a check. Once the gift card or check has been issued, the plan for that product is fulfilled.

How to file a REPLACEMENT claim:

  • Select the product you would like to file a claim on from the list under "Select Product for details" section on the left hand side of the page.
  • Once you have selected the correct product, click on the "File a Claim" link in the "Quick Links" section on the lower right hand side of the page.
  • Fill in the requested information on this page. When complete, select the "Start Service Request" button at the bottom of the page.
  • Follow the directions as they are presented until you receive confirmation that your service request has been submitted.

Service Plans:

It is a Plan that covers parts and labor to repair your covered product as a result of a breakdown due to mechanical and electrical failures including those due to normal wear and tear, power surges, internal heat, dust and humidity.

In the event your product experiences a breakdown, we will schedule service either in your home, if this service is provided for by the manufacturer or we will provide you instructions on where to send your product for service.

How to file a SERVICE claim:

  • Click on the File a Claim link under Quick Links of any page. This will bring you to the Product List page.
  • A Request Service form will appear populated with your contact information. Edit if needed. Select Start Service Request.
  • Fill out fields required with details about your product.
  • Click on the Submit Button.

11. How do I know if I have a Service Plan or a Replacement Plan?

Every product has its own Plan Number, which falls under the category of Service Plan or Replacement Plan. In general, products over $147 including computers are serviceable items, and products under $147 are replacement. When you click on the "File a claim" link, the portal will determine your plan type based on your registration details to ensure your product is handled appropriately.You may also refer to your sales receipt information where the Plan type purchased is indicated.


12. How do I determine if my product falls under the 'No Lemon' Policy?

The No Lemon Policy refers to Service Plans. Replacement Plans by definition do not have service associated with them. If your product experiences a breakdown during the term of the Replacement Plan, subject to limitations and exclusions, the product is replaced not serviced.

No Lemon Policy: After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product with equal or similar features and functionality equal to the current market value of the product, not to exceed the original purchase price of the product. Replacement products may be new or rebuilt to meet the manufacturer’s specifications of the original product at our discretion. Technological advances may result in a replacement product with a lower selling price than the original product. The No Lemon Policy does not apply to repairs performed while the product is under the manufacturer’s warranty. Preventative maintenance checks, cleanings, product diagnosis and customer education are not considered repairs for the purposes of the No Lemon Policy. The No Lemon Policy does not apply to Video Game Software/CD/DVD Plans.

See your full terms and conditions for details.


13. What is an Unknown Product and how do I update this?

When the system does not have the information it needs for a product, the product is listed as "UNKNOWN PRODUCT." You may click the "Re-identify this product" button and update the product information or else the system will prompt you to update your product with the correct product purchase information when you try to do anything with the product.


14. I do not see all my products, what can I do?

If one or more of your products do not appear on the product list page, you may need to register them. On the Product List page, there is an ‘Add Another Product’ button at the top of the page. Before you can register a new product, you will need to locate your receipt for critical product information. Enter all of the required fields using the information from the receipt and follow the registration steps to allow the system to complete product registration. Once the system registers your product, your Product List page will be updated with your product and plan information. If you have more than one account, please check your other accounts, as the product list page only displays the products associated with each specific account.


15. What if the product shown is not the product purchased?

Please contact customer care at 1-888-531-1897 and a Customer Care Representative will assist you or use the chat tool to reach customer care to work with a Customer Care Representative.


16. What if the purchase date doesn't match my receipt?

Please contact customer care at 1-888-531-1897 and a Customer Care Representative will assist you or use the chat tool to reach customer care to work with a Customer Care Representative.


17. I am having trouble creating an account, what do I do?

The process of creating an account is a requirement of the Walmart Customer Care Portal. Key elements are required for access; these elements include name, address, primary telephone number, and an email address. Please be sure to enter your email address correctly so your account can be created without any delays. If you continue to experience trouble please contact customer care at 1-888-531-1897 and a Customer Care Representative will assist you or use the chat tool to reach customer care to work with a Customer Care Representative.


18. I am having trouble registering my product, what do I do?

Please allow 48-72 hours before registering your plan to ensure that we have received your plan information. When registering a product be sure to have a copy of your receipt or online order invoice. Please enter the transaction number from your receipt if you made your purchase at a Walmart store or the order number from your order form if you made your purchase at Walmart.com. If you are having trouble locating either number, refer to the highlighted fields on the sample receipt.

If you continue to experience trouble please contact customer care at 1-888-531-1897 and a Customer Care Representative will assist you or use the chat tool to reach customer care to work with a Customer Care Representative.


19. Why do you need my email address?

We respect your privacy and value our relationship with you; we will not sell or share your email address with any third party companies. We may need your email address to contact you. One of the reasons for contacting you is that the system sends out confirmation email when there are changes to your profile. In certain situations, we also provide support by email. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a 'Privacy Policy' link. Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.


20. What if I don't have an email account?

An email address is required to create your account. You need an account to file a claim online. If you do not have an email address, call 1-888-531-1897 and a Customer Care Representative will assist you with the claim process or registration.


21. Why do you need my contact phone number?

We need a contact phone number in case we have a question about your account and need to contact you. Your phone number will be held in accordance with our Privacy Policy. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a 'Privacy Policy' link. Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.


22. How secure is my personal information?

We take your privacy very seriously. If you have any concerns, our Privacy Policy is always available to you. At the bottom of every page is a 'Privacy Policy' link. Clicking on the Privacy Policy link will take you to a web page that details our Privacy Policy.


23. What browsers are supported?

The site can be best viewed on the following browsers*:
1. Internet Explorer 9.x and above
2. Firefox 11.x and above
3. Apple Safari 5.x and above
4. Google Chrome
* The site can be viewed on the lower versions (IE 7.x, 8.x etc.). However, there may be some misalignments.


24. What is the screen size used to develop pages on the Portal?

The screen size used to develop pages on the Portal is 1024 x 768.


25. Why do I have to disable pop-up blockers and how do I disable them?

Most pop-up blocking software will not affect your Customer Care Portal experience. Some applications, however, will not let you open the pop-up windows we use for various functions on our site. You may need to adjust your pop-up blocker software settings to access such features or turn off your pop-up blocker software.


26. Why do I have to enable cookies in my browser?

A cookie is a message given to a Web browser by a Web server. The browser stores the message in a text file. The message is sent back to the server each time the browser requests a page from the server. The main purpose of cookies is to assist in site navigation and possibly prepare customized Web pages. Cookies are only data, not programs. Cookies cannot erase or read information from your computer. Cookies do not act maliciously on computer systems. Since Cookies are simple text files that can be deleted at any time. We use Cookies as part of assisting you in the navigation of our site.


27. Can I transfer this contract to a new owner?

Yes, this contract can be transferred to a new owner. You can either call 1-888-531-1897 to speak to a Customer Care Representative for assistance or you can refer to your terms and conditions for the address to submit your written request. You’ll need the following information to transfer this contract: Transaction number, plan number, date of transfer, new owner’s name, complete address and telephone number. The video game software/CD/DVD Plan is not transferable.


28. Can this contract be cancelled?

Yes, this contract can be cancelled at any time. Please refer to your terms and conditions for the address and details to submit your written notice.


29. I have a question not addressed above, how can I get help?

Click Contact Us below and state your question and one of our helpful staff will reply to you promptly or call 1-888-531-1897 and a Customer Care Representative will assist you.


30. Why can’t I register my Mobile Care Plus Plan?

Mobile Care Plus Plans are not supported on this website. If you have a Mobile Care Plus Plan, you can:



POP-UP Blocker Information

Most pop-up blocking software will not affect your Customer Care Portal experience. Some applications, however, will not let you open the pop-up windows we use for various functions on our site. You may need to adjust your pop-up blocker software settings to access such features or turn off your pop-up blocker software.

 

How do I know if my Pop-Up blocker may have blocked something from the website?

If you experience any difficulties using the Customer Care Portal try these measures first:

a. Press and hold the CTRL key while clicking a link that opens a pop-up on the website. This will override the Pop-Up Blocker just for that one click and allow any pop-up windows resulting from the click to appear. You will have to hold down the CTRL key before clicking the link every time you click on a link that is currently being blocked.

b. Windows XP users: Click the yellow warning bar at the top of the screen that indicates the pop-up was blocked.

c. You can also add the website to an 'allow list'. This will allow pop-ups for this specific website only, while continuing to block pop-ups for all other sites not on the list.

d. Check the instructions or Help section of your pop-up blocking software to learn how to change your settings.

e. Completely turn off the pop-up blocker.

If after trying the preceding measures, you are still experiencing difficulty, you may have to add the Customer Care Portal to the list of allowed sites and/or disable all pop-up blockers during your visit. There are many pop-up blockers available on the market. If you are using Microsoft XP with Service Pack 2, then your version of Internet Explorer is equipped with a built-in pop-up blocker. Many other browsers, such as Mozilla, Firefox, and Opera, also have built-in pop-up blockers.

You may also be using a toolbar, such as Google Toolbar or Yahoo Toolbar, which include built-in pop-up blocker capabilities. Details on the most common Pop Up blockers are below and a more comprehensive list is included in the User Manual.

After your visit to the Customer Care Portal is complete, please remember to turn your pop-up blocker back on.

 

Microsoft XP SP2/IE 6.0 SP2 or Newer

In order to access the Customer Care Portal, users who have the Microsoft XP SP2/IE 6.0 SP2 or newer browser will need to add the Customer Care Portal to their list of allowed sites. To add the Customer Care Portal to the list of allowed sites, please follow the steps below:

To keep your pop-up blocker on, but allow pop-ups for our website (recommended):

1. Open the browser and select Tools > Pop-up Blocker > Pop-up Blocker Settings

2. In text box labeled 'Address of Web Site to Allow', type https://www.productassist.com and press the Add button

3. Please Note: Continue to leave the default 'Filter Level' set to 'Medium: Block most automatic pop-ups'

 

To completely turn off your pop-up blocker:

1. Open the browser and select Tools > Pop-up Blocker > Turn Off Pop-up blocker

Firefox

To keep your pop-up blocker on, but allow pop-ups for our website (recommended):

A. If a pop-up has been blocked, a message will appear near the top of the browser window. By clicking the message, a pop-up menu will appear.

B. To allow pop-ups for our site will still blocking other sites, click on the first item in the menu: 'Allow pop-ups for https://www.productassist.com'

To completely turn off your pop-up blocker:

1. On the browser window: go to Tools

2. From the Tools Menu: Select Options

3. Click to uncheck the box to the left of 'Block Popup Windows' to turn off the Firefox pop-up blocker.

4. Click 'Allowed Sites' if you wish to add/remove a web site from the list of sites you want to allow pop-ups. Add https://www.productassist.com

5. Click 'Ok' to save your changes.

 

Google Toolbar

In order to access the Customer Care Portal, users who have the Google pop-up blocking software will need to temporarily disable pop-up blocking. To temporarily disable pop-up blocking, please follow the steps in one of the two options below:

1. Click the Blocked button on the Google Toolbar

Note: Once clicked, the blocking will be turned off and the button caption will read 'Site pop-ups allowed'

OR

2. Temporarily hide the Google toolbar by clicking View > Toolbars > and click on Google (which is already checked)

 

Yahoo Toolbar

In order to access the Customer Care Portal, users who have the Yahoo pop-up blocking software will need to temporarily disable pop-up blocking. To temporarily disable pop-up blocking, please follow the steps in one of the two options below:

1. Click the pop-up blocker icon, and un-check the 'Enable Pop-up Blocker' menu item

OR

2. Temporarily hide the Yahoo toolbar by clicking View > Toolbars > and click on Yahoo (which is already checked)