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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), Valid Tracking Rate (VTR), Refund Rate 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 suppression, suspension or termination.
- Suppression: Your seller-fulfilled listings are removed from Walmart.com and any Walmart-fulfilled listings will remain on Walmart.com.
Suspension: Your seller-fulfilled and Walmart-fulfilled listings are removed from Walmart.com.
Termination: Your selling privileges and any access to Seller Center are permanently revoked.
Additional guidelines
Performance metric | Definition | Seller standard | Learn more |
|---|---|---|---|
Cancellation Rate | The percentage of orders that you cancel after receiving the order from Walmart. | Maintain a rate of <2%. |
|
On-Time Delivery Rate (OTD) | The percentage of orders delivered on or before the Expected Delivery Date. | Maintain a rate of >95%. | For more details, visit Shipping & fulfillment policy. |
Valid Tracking Rate (VTR) | The percentage of orders with valid tracking information provided. | Maintain a rate of >99%. | For more details, visit Valid tracking number policy. |
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 <6%. |
|
Seller Response Rate | The percentage of customer inquiries responded to within 48 hours of receipt. | Maintain a rate of >95%. | For more details, visit Customer Care Policy. |
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 in Seller Center.
Retail Arbitrage Policy
Walmart retains sole discretion to suspend, terminate or take other immediate actions against you when you:
- Purchase a product from another online retailer and have that retailer ship the product directly to the customer (also known as retail arbitrage).
- Ship a package that includes the name or identifier of any entity other than the manufacturer or your seller name on the packing slip, materials, invoice or external packaging, unless an exception has been granted by Walmart.
- Deliver a package using a last-mile delivery service carrier whose delivery vehicle displays the name or identifier of a Walmart competitor.
Other immediate actions may include but are not limited to: suppressing your listings from search results, imposing selling limits and withholding all funds. A single violation may result in action against you.