How does it work?

When order and fulfillment issues arise, the Performance overview summarizes current performance standing, the number of impacted customers and a list of drivers contributing to your performance score. Refunds and Cancellations standards also include impacts in total Gross Merchandise Value (GMV) loss. You can view metrics for specified time frames and download reports to see which orders are affected. We’ll also share tips to improve your metrics when your metrics drop below range.

It's your responsibility to review your account performance and proactively improve performance metrics that don’t meet standards. If your account does not meet one or more of the Seller Performance Standards, Walmart will notify you by email and provide a recommendation on how to resolve the issue. If you don't take immediate action to address or improve your performance, your account may be at risk of suppression, suspension or termination.

Factors are categorized by:

• Seller accountable: Performance factors that may be affecting the customer’s experience and are in the seller’s control. (e.g., late hand-over to carrier, no carrier scan, carrier delays or ship location mismatch). 

• Not accountable:  Performance factors that may be affecting the customer’s experience but are out of the seller’s control (e.g., carrier exceptions).