RTV Pallet Claims Guide – Owned and DSV
RTV Pallet Claims are customer-returned items shipped back to the supplier from one of Walmart’s return centers. If there is a discrepancy between the items received and the manifest, follow the instructions below to submit a settlement spreadsheet.
Requirements
- Claims must be submitted within 6 months dispute window from the claim date.
- Claims must be consolidated in at least a 3-month period, not individually. All BOLs processed within the timeframe must be included.
- Claims under $1,000.00 will not be reviewed. Claims can be combined to reach the $1,000.00 threshold if they fall within the 6-month timeframe from the date submitted.
- All claims with items received short, over, and non-vendor merchandise must be included on the spreadsheet. All claims that fall within the timeframe submitted will need to be included even if the amount disputed is $0.
- We will request backup documentation once the spreadsheet is submitted. This will include a copy of the credit memo (receiving details) as well as the signed proof of delivery (please note if it is shipped a small parcel, we need the POD for each carton).
- Photo documentation is required for all fraud claims and carrier issues. Examples include things such as water damage or pallet tampering. These issues must be noted on the POD prior to departure.
Additional Information
A lot of research goes into a settlement offer to ensure that both companies are being treated fairly and equitably. The quicker we get the paperwork to settle a timeframe, the quicker we can resolve issues. When a supplier’s claim is considerable higher than like suppliers and/or our known accuracy level and our individual BOL research does not support the claim, we will generally make an offer that is within our accuracy rate.
Pallet Returns Claim Submission Guidelines
- Download and review the PODs here.
- Download the RTV Pallet Claim form here.
- Fill out the RTV Pallet claim form following the requirements listed above.
- If the claim form is not submitted in the format required, the request will be denied, and the case will be closed with no resolution.
Claim Reasons
Claim Reason | Definition |
Shortage | The item listed on the manifest report is missing from the shipment. |
Overage | There is an extra item on the shipment (not listed in the manifest report). |
Fraud | You received an empty box, or an item was substituted (e.g., a flip phone was returned in iPhone packaging). If your claim is for a reason that is not listed, select "Fraud" and enter the details in the NOTES column. |
Missing Component | We will not review disputes for any missing components or accessories. |
Submit an RTV Pallet Claim
To submit a settlement, return claim, fill out the RTV Pallet Claim form and open a ticket within Supplier One. Select Returns > RTV Pallet Disputes as the issue type. Please attach the settlement spreadsheet and photos for any carrier/fraud issues to the ticket at this stage. Please ensure that you save the Pallet Claim Form as an .xlsx file. The system will not accept any other file type.
Suppliers cannot use a Walmart Store contract for Walmart.com. If the supplier is using a Store contract with terms Walmart.com cannot execute, the supplier’s claim may be denied.