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Walmart regularly reviews the performance of all Marketplace sellers. If your account doesn’t meet one or more of the standards listed below, we’ll notify you via email and provide a recommendation on how to resolve the issue. Keep reading to learn more about the standards.
What is the Policy?
There are five key performance metrics that comprise Seller Performance Standards: Cancellation Rate, On-Time Delivery Rate (OTD), Refund Rate, Valid Tracking Rate (VTR) and Seller Response Rate. If your account doesn’t meet one or more of the performance standards and you don’t take immediate action to address or improve your performance, your account may be at risk of suspension or termination.
Metric Descriptions
Order & Fulfillment Metric | Definition | Seller Standard |
Cancel Rate | The percentage of orders that you cancel after receiving the order from Walmart. | Maintain a rate of < 3% |
On-Time Delivery Rate (OTD) | The percentage of orders delivered on or before the Expected Delivery Date. | Maintain a rate of > 90% |
Valid Tracking Rate (VTR) | The percentage of orders with valid tracking information provided. | Maintain a rate of > 85% |
Refund Rate | The percentage of orders refunded for reasons the seller is responsible for such as an item damaged or incorrect item received. | Maintain a rate of < 13% |
Seller Response Rate (SRR) | The percentage of customer inquiries responded to within 48 hours of receipt. | Maintain a rate of > 80% |
It’s your responsibility to review account performance and proactively improve performance metrics that don’t meet standards. You can view your performance metrics at any time via the Order & Fulfillment dashboard in Seller Center.
Metrics and Targets
All sellers should maintain or exceed the following targets to meet the minimum seller performance standards for Walmart Marketplace Canada.
Metric | Needs Urgent Review | Needs Attention | Meets Standard |
On Time Delivery (OTD) | <= 80% | >80% and <90% | >= 90% |
Valid Tracking Rate (VTR) | <= 75% | >75% and 85<% | >= 85% |
Seller Response Rate (SRR) | <= 70% | >70% and <80% | >= 80% |
Refund Rate | >= 20% | >13% and <20% | <= 13% |
Cancel Rate | >= 6% | >3% and <6% | <= 13% |
Reviews and Sanctions
We strongly encourage you to regularly monitor your performance in Seller Center. Occasional under performance does not necessarily put your account in negative standing, but failure to improve over prolonged periods of time may result in selling restrictions.
At Walmart, we place an emphasis on maintaining a high level of customer satisfaction regardless of whether our customers buy directly from us or from a Marketplace Seller. Establishing performance targets for Sellers helps us maintain buyer trust for third-party transactions. Our goal is to set clear performance expectations and highlight opportunities to make operational adjustments. The stronger your performance, the better your chance of building a more successful business.
Suspended Accounts
If your account is suspended, you will receive an email explaining why you were suspended.
If you have been suspended due to poor performance, you must demonstrate a commitment to improving your score by submitting an appeal with a Business Plan of Action in order for your selling privileges to be reinstated. Please read Seller Suspension and Termination Principles article for more information.
The Appeals Process
Similar to other Seller Account Suspension processes, you can appeal the suspension of your selling privileges. To do so, open a Partner Support case and attach your Business Plan of Action, which details the steps you will take to improve your performance or prevent further Walmart Canada Marketplace policy violations.
The Business Plan of Action is an appeal to have your selling privileges reinstated on Walmart Canada Marketplace and should always:
- Identify the issues in your selling or business management practices that caused the violations.
- Clearly address how proper changes were made to these practices.
- Provide actionable steps to resolve them to prevent further violations in the future.
After Submitting the Plan
Walmart Canada Marketplace will contact you within two to five business days about our decision. Because each Seller scenario is unique, we will provide a performance timeline when our team reviews your Seller account.
Submitting a Business Plan of Action does not guarantee that selling privileges will be reinstated.
If your selling privileges are terminated, Walmart is not required to provide a reason for the decision and appeals will not be granted.