DSV Order Cancellations

There may be times when you (the DSV Supplier) cannot fulfill an order due to the following reasons:

• Order has a cancellation request from Walmart/Customer.
• Order is for an out-of-stock (OOS) item.
• Order is for a discontinued item.
• Order came in with an incorrect information (ex: cost, invalid address, etc.).

This article explains the four (4) different order statuses that should be returned to Walmart if these situations arise. You can also learn about Walmart's Order Cancellation Policy.

Cancel Status

• Only use this status if the order has a cancellation request from Walmart or a Customer.
• Managing orders through Supplier One: You will see POs that have a Walmart/Customer cancellation request under the "Cancellation Requested" section. Select the "Cancel - Customer Requested" status from the drop-down to complete the cancellation request.
• Managing orders via EDI: You will receive an "860 cancellation request file" for the PO. To complete the cancellation request, submit an 855 file with the status code "ID", which is equivalent to “Cancel” status.
• Managing orders via API: You will see a line cancellation request for the PO. To complete the cancellation request, submit the line status "SUPPLIER_CANCEL_CUSTOMER_REQUEST", which is equivalent to "Cancel” status.

NOTE:

POs that have a Walmart/Customer cancellation request are not fully cancelled until either you or an internal Walmart associate completes the cancellation request. If the PO has not physically shipped, please honor the cancellation request. If the PO has already physically shipped, please update the PO status to “Shipped” as soon as possible.

If you cancel a PO using "Cancel" status and the PO does not have a cancellation request from Walmart/Customer, the same order may be "re-shopped" or sent back to you under a replacement PO.

Backorder Status

• Orders should be set to this status if you cannot fulfill the order for out-of-stock (OOS) items.
• If you receive an order for an OOS item, the first thing you need to do is submit a zero quantity inventory feed for the item.
• Once you submit the zero quantity inventory feed, please set the PO to Backorder status.
• When the PO status is updated to Backorder, consider the PO VOIDED and DO NOT ship on the PO even if you receive inventory at a later date.
• Managing orders through Supplier One: Select the "Cancel - Backordered" status from the drop-down.
• Managing orders via EDI: Submit an 855 file with the status code "R4", which is equivalent to "Backorder” status.
• Managing orders via API: Submit the line status "SUPPLIER_CANCEL_BACKORDER", which is equivalent to "Backorder” status.

NOTE:

If you set a PO to Backorder status, it will trigger our Rejected Order report and the item/ship node will be locked to prevent further customer impact. When this happens, you will receive a "Backorder Notification" email, which will have instructions on how to resolve the item lock.

If an item is OOS, please do not remove the item from your inventory feed until you submit a zero quantity inventory feed for the item. The Walmart system 'remembers' the last quantity fed for the item, so if you just remove the item from your inventory feed without zeroing it out first, the Walmart system will continue to show an on-hands quantity and the item may continue to receive orders.

Discontinued Status

• Orders should be set to this status if you cannot fulfill the order for a discontinued item.
• If you receive an order for a discontinued item, the first thing you need to do is submit a zero quantity feed for the item.
• Once you submit a zero quantity feed, set the PO to Discontinued status.
• When the PO status is updated to Discontinued, consider the PO VOIDED and DO NOT ship on the PO even if you receive inventory at a later date.
• Managing orders through Supplier One: Select the "Cancel - Discontinued" status from the drop-down.
• Managing orders via EDI: Submit an 855 file with the status code "R1", which is equivalent to "Discontinued” status.
• Managing orders via API: Submit the line status "SUPPLIER_CANCEL_DISCONTINUE", which is equivalent to "Discontinued” status.

NOTE:

If you set a PO to Discontinued status, it will trigger our Rejected Order report and the item/ship node will be locked to prevent further customer impact. When this happens, you will receive a "Discontinued Notification" email which will have instructions on how to resolve the item lock.

Please notify your Walmart buyer to retire the discontinued item from the site after you have zeroed out the inventory. If you do not know who your Walmart buyer is, please create a case for Partner Support and request the buyer’s contact information.

Unrecognized Status

• Orders should be set to an Unrecognized status if you cannot fulfill the order for the following reasons:
  • Incorrect cost
  • Invalid shipping address
  • Preorder street date change
  • Unsupported carrier method
  • Possible fraud
  • Incorrect SKU number
  • Invalid Item
• When the PO status is updated to Unrecognized, consider the PO VOIDED and DO NOT ship on the PO even if you receive inventory at a later date.
• Managing orders through Supplier One: Select the "Cancel - Unrecognized" status from the drop-down.
• Managing orders via EDI: Submit an 855 file with the status code "R2", which is equivalent to "Unrecognized” status.
• Managing orders via API: Submit the line status "SUPPLIER_CANCEL_UNRECOGNIZED", which is equivalent to "Unrecognized” status.

NOTE:

If you set a PO to Unrecognized status, it will trigger our Rejected Order report and the item/ship node will be locked to prevent further customer impact. When this happens, you will receive an "Unrecognized Notification" email, which will have instructions on how to resolve the item lock.

For Cost, SKU Number, Preorder street date changes, or invalid item, please notify your Walmart buyer at least four (4) weeks in advance of the intended changes so they can ensure the updates are reflected in the system.

Order Cancellation Policy

Per the Standard Supplier Agreement: "DELIVERY TIME. THE TIME SPECIFIED IN AN ORDER FOR SHIPMENT AND/OR DELIVERY OF MERCHANDISE IS THE ESSENCE OF THIS AGREEMENT. If Merchandise is not shipped and/or delivered within the time specified, Company may, at its option and without limitation, cancel the order and/or reject any merchandise delivered after the time specified. Company may assess and collection reasonable damages for any deliveries of Merchandise not received by the time specified in the Order. Notwithstanding Company's remedies, Supplier shall inform Company immediately of any actual or anticipated failure to ship all or any part of an order on the shipment date specified. Acceptance of any Merchandise shipped after or before the time specified shall not be construed as a waiver of any of Company's rights or remedies resulting from the untimely shipment."

Important Considerations

• Walmart will auto-cancel any order that is not updated to a shipped status in our system 6 calendar days after the assigned Expected Ship Date (ESD) of the order (aka ESD + 6 cancellation). This is to ensure the customer is not left waiting on an order that may or may not ever ship.
• Orders that are in a cancelled status in the Walmart system will not be paid for, even if they physically shipped.
• To prevent an order from being cancelled in the Walmart system, please ensure the order is properly updated to shipped status by the assigned ESD.
• Walmart may or may not notify you of any pending unshipped orders that are at-risk of ESD + 6 auto-cancellation. It is up to you as the DSV Supplier to ensure all orders are properly updated to shipped status before the ESD + 6 day mark.
• Managing orders via EDI: Please check the Order Management dashboard in Supplier One to ensure all orders are properly updated to "Shipped" status. If you send the 856 ASN files via EDI and notice those orders are not reflecting as shipped status in Supplier One, chances are there was an issue within your 856 ASN file or there was an issue with processing the file. Should this occur, please open a case with Partner Support under the following path to escalate to our EDI Team: Support > Integration Questions or Issues > EDI.

Order Cancellation FAQs

1. What if I ship an order that has been cancelled?

Per the Supplier Agreement, if you do not ship an order by the time specified (i.e., the ESD assigned to the order), Walmart has the discretion to remedy the order which may include cancellation of the order. You may take a loss for inaccurately shipped orders that are in "Cancelled" status.

2. Will I receive a notification for orders that are cancelled?

No, you will not receive any email notifications for cancelled orders. Please check the Order Management dashboard in Supplier One daily to review your Past Due/Unshipped Orders to ensure all orders are updated to "Shipped" status before the ESD + 6 calendar day mark.