Virtual refund/replacement (VR) charges are for items that required a customer refund or replacement but the physical item does not arrive at a Walmart return center. Items may not arrive at a return center for several reasons, including but not limited to, item not accepted, lost in transit, and too dangerous or damaged to ship. Items that are not shipped to the return center cannot be received by the vendor. VR charges are the sister charges to the damaged/defective merchandise charges, or physical returns charges, that vendors currently receive.

Disputes

Suppliers cannot dispute VR charges because they are not compliance-based. VR charges are applied to items that required a customer refund or replacement. This is not a compliance driven claim. Virtual refund/replacement charges are the sister charges to the damaged or defective merchandise charges, or physical returns charges, that you may receive. These charges are covered under your current vendor agreement.

If you see a physical return charge and a VR charge for the same item, submit a request in HighRadius and our team will investigate the issue. Disputes for any other reasons are not accepted for VR Charges.

FAQs

1. What if I have Proof of Delivery (POD)?

When an item is categorized as Lost it does not necessarily mean that the item was lost in transit and never delivered. There are multiple circumstances that fall under the Lost reason code, including items that are perceived as lost.  If an order does not arrive by the estimated delivery date (EDD), or the item is still in transit with no updated carrier scans, the customer could assume that the item is lost and request a refund from Walmart Customer Care. If the item is delivered, our customer care team can contact the customer to inquire if they wish to continue with the refund/replacement or are going to keep the item. If they choose to keep the item, they are re-charged and the vendor is not affected. This could lead to delivery scans with a Lost return reason.  

2. Why are the POs included in the backup not in my system?

The POs provided in the backup documentation are the customer-facing Order Numbers as opposed to the inbound POs sent to warehouses. This allows for a general reconciling of individual items that have been refunded or replaced as well as to ensure the same item and PO is not subject to additional return charges.  

3. Why does my documentation show multiple lines with the same PO?

Each line represents a single item. When more than one item is included in a PO, there will be a line representing each item. Therefore, you may have several lines with the same PO and even the same items if the customer ordered multiples. 

4. I received a VR charge, when can I expect to receive the item at my warehouse?

Please note that the charges are for items that did not arrive at a Walmart return center. Since these items were not delivered to the return center, they cannot be returned to you. Merchandise that is received by a return center is not included in these charges and are processed as outlined in your returns agreement.

5. Can I be sent a picture of damaged items?

We are unable to provide pictures of damaged merchandise due to the volume of returns and time constraints on filing claims. If your items did not arrive at the return center, we cannot provide additional information.  

6. How can I obtain the backup information for Supplier VR Return Charges?

You can request the details of VR charges by logging into your HighRadius account directly or in Retail Link. To access the report in Retail Link, select Academy in the top menu and locate Quick Learning Articles. Then select Walmart > GBS-NA Contact Center (from the category tree on the left) and finally, select Backup Request Form. You can submit the completed form by clicking Submit by Email within the form or visit https://wmgbs-support.custhelp.com/app/retail_link.

7. How can I access my HighRadius account?

To log in, visit https://walmart.highradius.com. Your username is your email address and your password should have been sent to your username email address. If you did not receive a password, please select Forgot your password? to reset it.If you did not receive an email saying you were set up with HighRadius, send an email directly to HiRadCS@walmart.com with the information below. This email address should ONLY be used for system issues OR access requests for HighRadius. This team will set up an admin account in HighRadius for one individual. That admin will be able to add additional users for your company within HighRadius once they have access to the system.

• Supplier Number (this is your 6-digit supplier number from your agreement):
• First Name:
• Last Name:
• Email Address:
  Generic emails (e.g., info@company.com) are not allowed.
• Time Zone:
• Business Phone Number:
• City:
• State:
• Zip Code:
• Country: