FAQ
Frequently Asked Questions
Here you will find more than twenty questions that our partners and other interested parties have asked us time and again. We have done our best to answer them as clearly and comprehensively as possible. If you still have any questions afterwards, please do not hesitate to contact us. Our specialists will be happy to provide you with personal assistance.
You can find all questions related to EUR pallets here:

Key Questions and Answers:

Why Become an MTM Partner?

As an MTM partner, you manage all EUR pallet transactions through the myMTM pallet management system. If you wish to have borrowed pallets returned, you can arrange this directly via your myMTM account and select the desired collection location from the 10 Migros cooperatives available in the system. The costs of returning the pallets are borne by you.
The Benefits of an MTM Partnership

Account Management on the myMTM Online Platform

  • No additional administrative workload for suppliers
  • High level of transparency through a shared data platform
  • No expiry of pallet credits
Simple Data Transmission
  • Via internet, without the need for additional software

No More 1:1 Pallet Exchange

    • More efficient transport utilization
    • Pallet collection in full truckloads from your preferred collection point
    • Choice of different pallet quality levels
    • No surcharge for load carriers
The Costs of an MTM Partnership
Administrative Fees
  • Annual basic fee for master data maintenance. Please contact MTM for details.
  • Fee per pallet collected, in accordance with the applicable fee schedule

Booking Responsibilities

Account balances and transactions must be maintained accurately and kept up to date.
Until when can I order containers and pallets?

Orders for next-day delivery must be received by 7:00 a.m. at the latest. After this deadline, only emergency orders can be accepted. Due to the additional operational effort involved, an additional surcharge will be charged for such orders.
On which days are the most containers available?

The largest quantities of containers are generally available on Saturdays and Mondays.
Can MTM always guarantee the quantity of load carriers I have ordered?

No. The availability of load carriers depends at all times on the balance between supply and demand. MTM strives to fulfil ordered quantities as completely as possible. However, during periods of high demand or limited availability, it cannot be guaranteed that the requested quantity can always be delivered in full and on time.
What should I do if I receive Migros load carriers that have not been recorded in myMTM?

Depending on whether the load carrier has already been opened in your myMTM account or not, different options are available:
Load Carrier Already Opened in myMTM
  • If the sender is known and is an MTM partner, you can record the received load carriers yourself. Go to Bookings and create a Correction Request. Please refer to the training videos for detailed instructions.
  • If this is not possible, please contact MTM for assistance.

Load Carrier Not Opened in myMTM.

Please contact the responsible Migros cooperative and arrange, in coordination with them, for the load carriers concerned to be returned.
What should I do if I have made an incorrect booking?

If you have made an incorrect booking, please inform the recipient immediately so that the booking can be corrected. Only the recipient is able to correct an incorrect booking in myMTM.
How can I find out whether the quantity of load carriers I ordered in myMTM will actually be delivered to the requested location?

You can activate e-mail notifications in your profile. Once the dispatch planning process has been completed, you will receive an overview of the load carriers that have been allocated to you and the scheduled delivery date and time.

Alternatively, you can view your deliveries and allocated load carriers at any time in the “Orders” section of myMTM.

Questions About Account Management and Users

How do I log in to myMTM?

You can log in using your registered e-mail address. Each user has their own individual login credentials.

If you do not yet have access to myMTM, please contact: MTM-Infoline +41 (0)58 570 34 88 or Mail mtm@mvb.ch
Can multiple users access the same account?

Yes. Multiple users can be assigned to the same account. This allows several users within the same organization to access and manage the account according to their assigned permissions.
Who should I contact for new users or user account changes?

Any user account changes must be reported to MTM.

If you need to create a new user, modify an existing user account, or remove a user, please contact:

  • MTM Infoline: +41 (0)58 570 34 88
  • E-mail: mtm@mvb.ch

Questions About Account Balances and Costs

Why do I have to pay an annual fee for myMTM?

The annual fee covers the costs associated with account management, system operation, master data maintenance, and administration of myMTM. These services generate ongoing costs, which are financed through this fee.
How is the number of load carriers on the MTM invoice calculated?

The quantity shown on the invoice corresponds to the sum of all daily balances recorded during the respective month. This total forms the basis for the calculation of the invoiced quantity.
Why am I charged for negative balances?

Negative balances are invoiced as a subsequent rental charge. Common causes of negative balances include incorrect bookings, such as duplicate entries or the incorrect booking of load carrier types. If you identify a negative balance, we ask you to investigate the cause immediately and reconcile the discrepancy with the relevant partner to ensure that the account balance is corrected as quickly as possible.
What will I be charged if a load carrier is lost?

If a load carrier is lost, you will be charged the current replacement value of the load carrier. Prices may vary depending on market conditions and the current replacement cost.
Where can I find non-MTM load carriers and who manages them?

Non-MTM load carriers are displayed in the Balance Overview. They must be managed and maintained by the respective user responsible for them. These load carriers are not managed by MTM Dispatch or by any other department within MTM. Responsibility for maintaining and monitoring these balances lies entirely with the account holder.

MTM in numbers

Number of MTM Partners: 1’000
Saved cardboard per year: 100’000 tons
movements per year: 2 Mio.

Further information

Overview International
Overview National
Overview Directorate