RTV Pallet Claims Guide – Owned and DSV

Updated 1 month ago ​by Merch Transformation Change Management

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 claim.

Requirements

  • Claims must be submitted within the 90-day dispute window from the proof of delivery date.
  • Claims must be consolidated by month, not individually.
    All BOLs listed on the claim form should be for the same receipt month. 
  • Claims under $50 will not be reviewed.
    Claims can be combined to reach the $50 threshold as long as it falls within 90 days of the proof of delivery date.
  • Claims submitted without overages will be denied. All items received in short or excess must be included on the claim form.
  • Proof of Delivery (POD) documentation is required for all claims being disputed.
  • 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 BOL prior to departure.

Additional Information

  • The weight of received good must be notated on the BOL (Bill of Lading) while the driver is on site. The driver must have a copy of the BOL notating the weights by pallet/carton. If they do not, we cannot honor a full payback. An audit will determine whether you receive partial or no payment. Discrepancies must match, or be close to, the noted weight.
  • Parcel deliveries must include the weight of the package in the signature line with your signature.
  • You can submit one pallet claim form per month. Claims must include the Walmart Supplier Claim form and any backup documentations (BOLs noting shortage, photos, etc.) for that month's claim. No additional documentation will be accepted after the initial claim submission.
  • If you receive merchandise that does not belong to your company, it must be listed on the claim form. Instructions will be provided for the return of the merchandise.

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.
  • Include the back up details, POS, and photo documentation for each claim you are disputing.
  • You can submit pallet claims on a 
    basis. Claims must include the Walmart Supplier Claim form and any backup documentation (BOLs noting shortage, photos, etc.) for that month’s claim.
If the claim form is not submitted the request will be denied and the case will be closed.

Claim Reasons

Claim Reason

Definition

Shortage

The item listed on the backship report is missing from the pallet. 

Overage

There is an extra item on the pallet (not listed in the backship 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

An item is missing from the return (e.g. The return is for an Xbox with two controllers and one controller is missing from the box. list the cost for the missing component only).

Submit an RTV Pallet Claim

To submit a pallet return claim, fill out the Walmart Supplier Claim Form and open a Partner Support ticket by selecting Returns > Returns Chargebacks > Returns RTV Pallet Claims. All required documentation should be attached 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.

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