If you’re a seller experiencing discrepancies with your inbound WFS inventory, you can open an investigation with our Seller Support team. Review our policies, requirements and the steps to take before beginning this process.
Investigation policy
Investigations can be opened between 10 and 50 days from the time of delivery to a Walmart fulfillment center, as confirmed through tracking information.
Seller Support will investigate and provide resolution as soon as possible. Reimbursement claims will be granted only after reasonable reconciliation efforts have occurred. If the dispute investigation concludes that inventory was lost or misplaced while in the possession of WFS, we’ll issue a reimbursement for the estimated proceeds of the sale, based on the average sales price of the item. You’ll receive the reimbursement during the next payment cycle.
Investigations can be requested for individual shipment discrepancies, but they must be filed within 50 days of delivery to the fulfillment center. The shipment status doesn't need to be Closed to file a dispute.
If you're using your own carrier, you're responsible for any goods lost in transit to fulfillment centers and must manage all carrier claims.
If the investigation does not find conclusive evidence that WFS is responsible for the loss or mishandling of product, reimbursements won’t be provided. Walmart and WFS will make the final determination in its sole discretion as to the investigation and its results. No appeals will be accepted.
Requirements for shortage or missing inventory investigation
We require certain documents depending on your carrier and shipment type:
Carrier | Parcel | LTL/FTL (Domestic) |
|---|---|---|
Walmart Preferred Carrier (WPC) | No documents required | BOL(s) with shipper and carrier pickup signatures |
Non-WPC | Proof of delivery showing the street address of the delivery location. You can get this from the carrier. | BOL(s) with shipper and carrier pickup signatures |
BOLs must be provided in English or include an English translation. For non-WPC carriers, BOLs must contain:
- Shipment IDs – If multiple orders are shipped under one bill of lading, all shipment IDs must be listed.
- Complete destination (fulfillment center address)
- Freight terms, e.g., “Prepaid”
- Seller name and complete ship-from address
- Ship date
- Carrier name
- Number of cases
The item quantity may be more than what was shipped to WFS, but not less.
We accept VAT invoices from sellers in China, but we do not accept pro forma invoices or initial quotes.
Request an investigation for a domestic shipment
To request an investigation of a shortage or missing inventory, go to the Shipping Plans page in Seller Center, find the shipment associated with the discrepancy and select View plan. Choose the Track items tab, then the Investigate shipment button.
Select the item you want to investigate.
Add the tracking information, upload the required documentation and select Next.
You’ll have a chance to review all the details of your request before you submit. Once you submit the request, you’ll get an email confirmation and you’ll be able to track the case directly from the Track items tab on the shipment’s page.