Manage Case Tickets

Updated 5 days ago ​by Merch Transformation Change Management

Here's how to file and manage case tickets to Partner Support when you have questions or issues while using Supplier One.

Submit Tickets

  1. Click Help at the top right corner of your window and select Manage tickets.
  2. You can click the square icon to expand the chat window. Click Submit new ticket at the bottom to file a new case.
  3. Select your 6-digit supplier ID.
  4. Select your 9-digit agreement number (optional).
    You can find your 9-digit agreement number by clicking Account at the top right corner of Supplier One and selecting Supplier profile. Then, click the Agreements tile.
  5. Select your channel.
  6. Select an issue type. Refer to the Support Paths table for the Channel selected (Drop Ship Vendor or WM Warehouse).
  7. Select an issue subtype (if needed).
  8. Complete the remaining fields:
    1. Provide a subject for your ticket (150 characters maximum).
    2. Provide issue details.
      Make sure to include Product IDs, Submission IDs, Purchase Order Numbers, etc. if applicable. Without this information, support may take longer.
    3. Tell us if you're working with a solution provider.
    4. Confirm the callback number is correct.
  9. Click Add attachment to upload your files if applicable.
  10. Click Submit ticket.

Check the Status of Tickets

  1. In Supplier One, click Help at the top right corner of your window and select Manage tickets.
  2. The Current tickets tab shows all open case tickets. Select a ticket to view the details.
    If a ticket says Action needed, review the comments and complete the action so our support team can best assist you. You can reply and attach files directly from the ticket details. Click Send to submit your action.
  3. The Closed tickets tab shows all closed case tickets. Select a ticket to view the details. If you need further assistance, you will need to submit a new ticket.

Support Paths

Only some issues drill down further to issue subtypes. Options vary depending on the Channel selected.

Drop Ship (DSV) Channel

Issue

Issue Subtype

Supplier Profile and Agreements

API Issues

EDI Transmission Issues

DSV onboarding - SPS commerce services

Items and Inventory

  • Activity
    • System Processing
    • Upload Error
    • Activity Query
    • System Error
    • Data/Internal Errors
    • Updates Missing
    • Supplier Action Required
  • Image
    • Outranked
    • Image Query
    • Spins, not updating
    • Imagery Failure
  • Site Experience
    • Content Enrichment
    • Unpublished
    • Category Update
    • Product Type
    • Browse Issue
    • Content Score
    • Reviews
    • Shelf Name Update
  • Supply Chain
    • GTIN Validations
    • 9-digit Supplier ID Issue
    • Replenishment
  • Supply Item Status
    • Item In-Activation request
    • Item Deletion request
    • Item activation request
  • Setup
    • Setup Query
    • Contract Issue
    • Brand Code issue
    • Offer type
  • Item system issues
    • Item Setup
    • Spreadsheet
  • Variants
    • Variant creation
    • Variant maintenance
    • Variant split
    • Variant merge
  • Cost
    • PPU variants
  • Rich Media
    • Video Issue
    • Spin URL Issue
    • Audio Issue
  • Access
    • Item Setup
  • Report conflicts
    • Report Not Available

Payments

  • Invoice Status
  • Deduction Backup Request
  • General Inquiries

Returns

Login and App Access

  • MFA (multi-factor authentication)
  • Application access
  • Password management
  • Site admin change request

Finance

  • USPS shipping cost reimbursement
  • VR chargebacks

Orders and Shipping

  • Change capacity
  • Distribution facilities
  • Others

Performance and Suspension Appeals

Growth Opportunities

  • Review Accelerator
    • General
    • VR chargebacks
    • Invoice questions

Performance

  • Scorecard
    • Technical issues
    • Incorrect score
  • Return Trends
    • Technical issues
    • Allowance questions

Retail Link

  • Request for information
  • Application issues
  • Retail Link FAQs

General Supplier One

WM Warehouse channel

Issue

Issue Subtype

Supplier Profile and Agreements

Payments

  • Invoice Status
  • Deduction Backup Request
  • General Inquiries
  • Deduction Dashboard System Issue

Item

  • Activity
    • System Processing
    • Upload Error
    • Walmart Pending Approval
    • Activity Query
    • System Error
    • WERCs Assessment
    • Data/Internal Errors
    • Updates Missing
    • Supplier Action Required
  • Image
    • Outranked
    • Image Query
    • Spins, not updating
    • Imagery Failure
  • Site Experience
    • Content Enrichment
    • Unpublished
    • Category Update
    • Product Type
    • Browse Issue
    • Content Score
    • Reviews
    • Shelf Name Update
  • Supply Chain
    • Hierarchy Conflicts
    • GTIN Validations
    • 9-digit Supplier ID Issue
    • Replenishment
  • Supply Item Status
    • Item In-Activation request
    • Item Deletion request
    • Item activation request
  • Setup
    • Setup Query
    • Department query
    • Factory ID issue
    • Contract Issue
    • Modular query
    • Brand Code issue
    • Offer type
    • Assortment Query
  • Shipper
    • Child issue
    • Shipper sync issue
    • Shipper query
  • Item 360 issues
    • Item 360
    • Spreadsheet
  • Variants
    • Variant creation
    • Variant maintenance
    • Variant split
    • Variant merge
  • Cost
    • Pricing Updates
    • PPU variants
    • Pricing Errors
  • Sync Issue
    • GDSN Issue
    • Item Sync Issue
    • Data Pool Provider to Retail Link
  • Rich Media
    • Video Issue
    • Spin URL Issue
    • Audio Issue
  • Stores
    • Traits
    • Store Attributes
  • Access
    • Online Item File
    • Item 360
  • Report conflicts
    • Report Not Available

Orders & Shipping

  • Packaging / Labeling: Walmart Secondary Packaging & Labeling Inquiries
  • Inbound Quality: MPP (Multiple PO per Pallet) Program & Supply Chain Standards/Compliance
  • Supplier Solutions: Lead Time Updates, Supplier Closings, Review Day Changes, Vendor Setup, Vendor Maintenance, Channel Changes, EOQ Changes, Vendor Pools, TLO Settings
  • Supply Chain Optimization (SCO): Pack Size Optimization, Freight Factor Analysis, Ship Point Setup/Changes, Ship Point Optimization, Multi/Split Supplier Alignments, Automated Consolidation Centers (ACC), & Network Alignment (RDC vs. FDC)
  • Collect Pickup Program: Collect Shipping Charge Inquiries & Support
  • PO Change Request: Cancellation & Date Change (+/- 4 days from original)

Login and App Access

  • MFA (multi-factor authentication)
  • Application access
  • Password management
  • Site admin change request

Forecast and Planning

  • Demand Forecast
    • System issues
    • Forecast incorrect
  • Daily Demand and Inventory Report
    • System issues
    • Numbers incorrect

EDI Transmission Issues

  • Stores
    • GEM/AS2 (issue/request)
    • Missing or incorrect data
    • New EDI setup
    • WebEDI
  • Dotcom warehouse
    • 824 Error messages
    • 855 RPO
    • 864/997 Error messages
    • Full file request
    • GEM/AS2 (issue/request)
    • Missing or incorrect data
    • New EDI setup
    • Warehouse stock status (EDI 852)
    • WebEDI

API Issues

Growth Opportunities

  • Review Accelerator
    • General
    • VR chargebacks
    • Invoice questions

Performance

  • Scorecard
    • Technical issues
    • Incorrect score
  • Return Trends
    • Technical issues
    • Allowance questions
    • Dispute

Retail Link

  • Request for information
  • Application issues
  • Retail Link FAQs

General Supplier One

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