DSV Virtual Refund/Replacement Chargebacks
Virtual Refund/Replacement chargebacks (VR chargebacks) are charges for items that required a customer refund or replacement. VR chargebacks are for items that have been refunded or replaced that do not arrive at a Walmart Return Center for a variety of reasons including but not limited to: not accepted at a return center, lost in transit, or too dangerous or damaged to ship. We cannot send these items back to your facility because they were not received at our warehouse. VR Chargebacks are the sister charges to damaged or defective merchandise charges, physical returns charges, that DSVs currently receive.
Claim Notifications
DSVs will continue to receive claim notification emails from claims@walmart.com. These are sent to allow you to continue to file claims against small parcel carriers to recover any losses. However, filing a claim with the carrier is NOT required by Walmart. Please note, this does not apply to LTL carriers. For more details about filling carrier claims, see the FAQs below.
If you would like to update the email address that receives these notifications, email claims@walmart.com. Please include your Walmart 6-digit supplier number and the new or updated email address.
Disputes
VR chargebacks are charges for items that required a customer refund or replacement. This is not a compliance-driven claim. VR charges are the sister charges to the damaged or defective merchandise charges, or physical returns charges, that you may currently receive. These charges are covered under your current supplier agreement. To dispute or request backup for these charges, you will need to submit the dispute via our HighRadius portal.
FAQs
1. What if I have Proof of Delivery (POD)?
When an item is 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. If the item is delivered, our customer care team can contact the customer to inquire if they wish to continue with the return or are going to keep the item. If they choose to keep the item, they are re-charged, and you should not be affected.
2. 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 multiple.
3. Why can’t I file a claim against the carrier?
DSVs are considered the Shipper of Record for all drop ship orders and they are eligible to initiate a claim against the carrier for all small parcels lost or damaged orders. Per the supplier agreement, all Walmart.com orders are to ship under the supplier’s account number as the shipper of record and enter Walmart’s account number as third-party billing. This ensures that you can file claims. If a DSV is shipping under Walmart’s account only, they will be unable to file claims to recover financial deductions by Walmart. As shippers of record, DSVs can file claims with the carriers, when appropriate, for lost and damaged shipments.
4. Can you send 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. When filing a claim, enter damaged in the appropriate field, and the carrier will complete an inspection of the shipment before they respond.
5. How can I obtain the backup information for DSV VR Charges?
To dispute or request backup for these charges, you will need to submit the dispute via our HighRadius portal.
6. How do 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 (no generic emails allowed, such as info@company.com):
- Time Zone:
- Business Phone Number:
- City:
- State:
- Zip Code:
- Country: