Walmart Supplier Help: Who Should I Reach Out To?

8 min read

Learn about:

  • Submitting a Ticket to Walmart Support Team 

  • Contact Information for Walmart Apps: OTIF and SQEP

  • Contact Information for Walmart Platforms: Luminate and Retail Link

  • Walmart Supplier Help

Navigating the complexities of being a Walmart supplier can be challenging, but knowing where to find help and how to access the right resources can make all the difference. Whether you need to resolve issues with Retail Link, understand your OTIF performance, or get assistance with Walmart Luminate, this guide provides you with the tools and contacts you need to quickly address your concerns.

Submitting a Ticket to Walmart Support Team 

One way to find the help you need is through the ticketing system provided by Walmart's support team. This system offers a variety of categories to assist you with specific issues, making it a versatile way to get support.

When submitting a ticket, you can select from several reason codes that best describe your issue.

A form titled "Submit a question to our support team" includes sections for supplier, contact, and request information. The form advises users to use the Chrome browser and provides a support number for submission errors. The supplier section requires input for Supplier Number, Document Type, Supplier Country, and Supplier Name. The contact section asks for First Name, Last Name, Email Address, and Office Phone, with all fields marked as required. The request section allows users to attach documents and select a reason for contact from a dropdown menu. Required fields are marked with asterisks.

Common Reason Codes for Ticket Submission

  • Invoice Status 

  • Back Up Request

  • General Inquiries 

  • Pay From Receipt Disputes

  • SQEP Questions 

  • OTIF US

  • High Radius Disputes 

  • High Radius Backup Request

  • APDP Missing Claims 

  • Important Supplier Links

  • APDP 

  • Invoice Submission

  • Post Paymit Audit 

  • Goods not for resale - IP2P

  • Goods not for resale - Coupa 

  • Goods not for resale - Direct Commerce

  • Goods not for resale - Arbia Buylt

  • Goods not for resale - Service Channel

For example, if you click on the reason code "Invoice Status," a pop-up will provide additional information regarding potential errors you may be inquiring about.

The image displays a detailed guide titled "Contact Center Invoice Status" with a prominent header linking to "Invoice Status" for checking invoices. It outlines pathways in Walmart's Retail Link system for tasks like viewing invoice summaries, checking EDI performance, and accessing the Accounting Scorecard. Instructions are provided for resolving issues like EDI errors, resubmitting invoices, and accessing AP claim details. Links are included for "Where can I find my check remit?" and "AP Claims." A final note directs users to Walmart's Accounts Payable and Deduction Guide in Retail Link for additional assistance with invoicing best practices and claim codes.

If the information provided by the pop-up does not resolve your issue, you can continue with submitting a ticket. The system will guide you through the specific information required to complete your submission.

Walmart Supplier Help

Another way to find help is by utilizing Walmart's Supplier Help Portal. To receive assistance you will need to log in to your Retail Link account. Once logged in, click on the Support Tab located in the top left section of the page.

Once in the Support section, choose the type of help you need. The options include areas like drop ship, warehouses, stores, Sam's Club, or direct imports.

 Supplier Help options: Drop Ship, Warehouse, Stores, Sam's Club, Direct Import

After selecting your area of interest, such as drop ship, you will see a list of categories to further specify your issue. Categories might include EDI, item, payments, Retail Link, and returns. Select the category most suited to your needs.

Select a support category: edi, items, payments, retail link, ret

For example, if you choose "items," you will be directed to more specific areas like brand ownership, item maintenance, item setup, and activity manager.

Select the issue (brand ownership, item maintenance, item set up, activity manager) to ensure it gets to the Walmart Support Team

The more you follow the trail the more focused the area of help gets.

Choose between item setup and setup shipper

Once you reach the final section, a list of help articles relevant to your specific issue will be presented.

The image displays a webpage titled "We think this will help," featuring a list of support topics related to Walmart's item setup and management tools. Each topic is presented as a clickable link with a brief description. Topics include finding and using style guides, omnichannel item setup and maintenance Q&A, pre-item setup requirements FAQs, item reuse logic, Walmart tool selection for item management, attribute name changes across Walmart tools, a glossary of item setup attributes, setting up multibox items with spreadsheets, viewing and continuing the setup of new items from supplier quotes, and understanding trade item configurations and dimensions. Navigation options at the top include Home, Guides, My Cases, Known Issues, and Support. The Supplier Center and Developer Center are also accessible via links.

If you cannot find the answer in the help articles, you can open a case. Look for the option to email support at the bottom of the article pages.

Open a case via email for the walmart supplier support team

By following these steps, you can systematically narrow down your issue and find the most relevant resources or contact points. Each category offers detailed articles, contact information, or the option to create a case, ensuring you can get the support you need to resolve your issues.

Contact Information for Walmart Apps 

While ticket support links are available, having specific contact information can be incredibly helpful for addressing common issues. Here are some key contacts to assist you when dealing with OTIF and SQEP.

OTIF Support 

If you have questions or need support regarding OTIF, several resources are available:

OTIF Scorecard

To monitor your performance and understand any charges related to OTIF, use the OTIF Scorecard available in Retail Link. This tool provides detailed insights into your OTIF metrics.

  • Path: Retail Link > Apps > OTIF Scorecard

Disputes

In the event of discrepancies in your OTIF charges, you can file disputes through High Radius.

SQEP Support

There is a separate SQEP Dashboard in the Retail Link Apps page where SQEP compliance, PO accuracy, and performance results can be viewed.

  • Path: Retail Link > Academy > Ordering & Replenishment > Shipping, Routing > Walmart.com Packaging & Labeling

To review the FixIt Inspections Quick Reference Guide:

  • Path: Retail Link > Academy > GETTING STARTED > Supply Chain Compliance Programs > Supplier Quality Excellence Program (SQEP) > Resources > Fixit Quick Reference Guide

  • See the chatbox in FIXit for clarifying questions on an individual FIXit ticket. This can be helpful for resolving invalid SQEP fines, but suppliers tend to find success with this chatbox only if they have one very specific and detailed question. Suppliers are likely only to get one response per ticket. 

For SQEP Support, submit a question to Walmart's support team. 

For all ASN support, reach out to EDI Help Desk:

  • Call (479) 273-8888 

  • Use the Supplier Self-Service Tool through Retail Link > Apps > Supplier Self Service

Contact Information for Walmart Apps

Retail Link Support 

Here's how to troubleshoot and get support for Retail Link problems.

General App Issues

For technical issues with Retail Link applications, contact Retail Link support directly. Make sure to try basic troubleshooting steps like clearing your browser cache and using the correct preferred browser (Internet Explorer or Google Chrome) before contacting support.

  • Phone: 479-273-8888

Browser Troubleshooting

If you encounter issues, ensure you're using the recommended browsers and have cleared your browsing history:

  • Internet Explorer: Tools > Delete Browsing History

  • Google Chrome: Top right corner > History > Clear browsing data

Luminate Help

If you encounter any issues or need assistance with Walmart Luminate, several support options are available to ensure you get the help you need.

Submitting a Support Ticket

For non-urgent inquiries or detailed issues, you can submit a support ticket through Luminate Support Ticket Creation.

Immediate Assistance

If your issue is urgent or you need immediate assistance, you can call the Luminate support team directly. 

  • Phone: 479-273-8888

Continued Learning: SupplierWiki's Resources

For more free educational content like this (eBooks, Cheat Sheets, Webinars, and Articles), sign up for our newsletter or visit our website. We cover material essential for retail suppliers, especially related to revenue loss at Walmart, Amazon, CVS, Target, Kroger, and Home Depot.

Get Insight with SupplyPike's Software 

SupplyPike helps Walmart suppliers get paid and get better. SupplyPike tests the validity of deductions, collects proof documentation, and takes disputing a claim down to a few (or zero) clicks.

Our software also helps suppliers avoid fines by digging into root cause analysis and providing executive-level oversight into the supply chain. For further information or assistance with managing deductions and disputes, contact SupplyPike's support team.

Schedule a meeting with a team member to find out if SupplyPike is right for your retail business.

Related Resources

Written by Stacy Tan

About Stacy Tan

Stacy is the SVP of Retail Insights for SupplyPike. She brings a decade of knowledge and experience working directly with Walmart merchandising teams.

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Stacy Tan

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SupplyPike

SupplyPike helps you fight deductions, increase in-stocks, and meet OTIF goals in the built-for-you platform, powered by machine learning.

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