Overview

Case Management is the primary support channel for Walmart Connect API partners.

Use Case Management to:

• Report technical issues
• Troubleshoot API integrations
• Request help with account access
• Submit advertiser onboarding requests
• Escalate production-impacting issues

When additional support is needed, partners can submit requests through the Case Management system in the Advertiser Help Portal.

How it works

Case Management provides a centralized support workflow for Walmart Connect API partners.

1. Request access to Case Management
2. Submit support requests through the Advertiser Help Portal
3. Provide the required details and supporting files
4. Track updates and communicate through the case thread
5. Receive resolution or additional guidance from Walmart Connect

Common use cases

Use Case Management for:

• API authentication issues
• API errors and unexpected responses
• Technical troubleshooting
• Reporting discrepancies
• Advertiser onboarding requests
• Production-impacting incidents
• Access and permissions support

Before you begin

Before requesting access, identify:

• The team members who require access
• Shared inboxes that should receive updates
• Internal owners for technical and support-related requests

Getting Case Management Access

To request access, provide Walmart Connect with the following information.

User contact information

A maximum of two logins may be requested.

For each login, provide:

• Team name
• Email address
• Phone number

Recommended setup

We recommend using shared inboxes whenever possible.

Technical login

Used by:

• Product teams
• Engineering teams
• Integration teams

Support login

Used by:

• Customer Success teams
• Support teams
• Account Management teams

Access activation

1. Submit the required contact information.
2. Walmart Connect provisions access.
3. Within approximately 48 hours, the provided email addresses receive a Welcome to Advertiser Help email.
4. Use the email link to create a password.
5. Verify access by signing into the Advertiser Help Portal.

What happens next

After access has been activated:

1. Sign in to the Advertiser Help Portal
2. Submit support requests when assistance is needed
3. Track updates through the case thread
4. Review the How to Submit a Case guide for submission requirements

Related pages

• How to Submit a Case
• Getting Started
• API Credentials
• Account Access & Permissions