u/cumnvinegar

I ordered a certified refurbished iPhone 15 (128GB) from Walmart.ca as a gift. It was a Walmart Marketplace order sold by Gadget Sold and shipped via FedEx.
The package was delivered, but the shipping box arrived already opened, and the phone was missing. The iPhone box was empty.
I contacted Walmart through live chat immediately. They escalated the case to their Concern Escalation Team and said I should hear back within 2–3 business days. I also received an incident number by email. I had someone visit a Walmart store, but they said they couldn’t help because it was a Marketplace online order.
Has anyone dealt with a similar situation involving Walmart Marketplace, Gadget Sold, or FedEx? Did you receive a refund or replacement? Is there anything else I should be doing while waiting for the investigation?
I’m currently outside Canada, so I’m handling everything remotely. Any advice or similar experiences would be appreciated.

I order an iPhone from Walmart.ca for my boyfriend. It was a Marketplace order sold by Gadget Sold and shipped via FedEx.
The package was delivered, but when my boyfriend received it, the shipping box had already been opened andTHE PHONE WAS MISSING. There was no phone inside.
To make things more complicated, I’m currently on vacation outside canada, and the phone was supposed to be my boyfriend’s only phone, so he couldn’t even take photos right after opening the package.
Here’s what I’ve done so far:
Contacted Walmart customer support through live chat.
They escalated the case to the Concern Escalation Team and said I’ll hear back in 2–3 business days.
I received an incident number by email.
My boyfriend went to a Walmart store, but they said they couldn’t help because it was a Marketplace online order.
Has anyone been through something similar with Walmart Marketplace or Gadget Sold? Did you end up getting a replacement or refund? Is there anything else I should do while waiting for the investigation?
Thanks in advance. I’m pretty stressed because this was an expensive purchase, and I’m trying to deal with it from another country.