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Walmart Fulfillment Services (WFS)
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Walmart conducts regular reviews of all seller-fulfilled Marketplace orders to ensure performance standards are met. The key metrics evaluated are Cancellation Rate, On-Time Delivery Rate (OTD), Refund Rate, Valid Tracking Rate (VTR) and Seller Response Rate. In this guide, you’ll learn more about the performance standards and expectations. Â
Walmart-fulfilled orders are not evaluated against Seller Performance metrics.
What is the policy?
You’re required to meet the established standards shown in the table below. To ensure your account remains in good standing, you should regularly monitor your metrics from the Performance dashboard in Seller Center, the Walmart Seller App or through APIs. 
If your account fails to meet any of these standards, you must take immediate action to improve your performance. Failure to do so may result in suppression, suspension or termination of your account. Here are the effects of each account status: Â
- Suppression: Your seller-fulfilled listings are removed. Any Walmart-fulfilled listings will remain on Walmart.com.
Suspension: Both 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.
These five key performance metrics, evaluated over the last 30 days, help you stay informed about your performance.
Performance standard | Definition | Seller standard | Recommendations | Metric drivers |
|---|---|---|---|---|
Cancellation Rate | The percentage of orders that you cancel after receiving the order from Walmart. | Maintain a rate of less than 2%. | Ensure your Estimated Ship Date (ESD) is met to avoid auto cancellations. | Seller accountable:
Non-seller accountable:
|
On-Time Delivery Rate (OTD) | The rate of orders delivered on or before the Expected Delivery Date (EDD).  | Maintain a rate of greater than 90%.  | Select the right lag time, shipment method, carrier and service level to meet Expected Delivery Date (EDD). Refer to the Shipping & Fulfillment Policy.  | Seller accountable:
|
Valid Tracking Rate (VTR) | The rate of orders with valid tracking information provided. | Maintain a rate of  greater than 99%. | Ensure tracking numbers are accurate, valid, and only share with Walmart after the package is tendered to the carrier. Refer to the Valid tracking number policy. | Seller accountable:
|
Refund Rate | The rate of orders refunded due to seller-responsible issues, such as damaged or incorrect items received. | Maintain a rate of less than 6%. | Meet the minimum requirements when processing returns refer to the Seller-fulfilled returns policy. | Seller accountable:
Non-seller accountable:
|
Seller Response Rate | The rate of customer inquiries responded to within 48 hours of receipt. | Maintain a rate of  greater than 95%. | Respond to all customer inquiries within 48 hours. Refer to the Customer Care Policy. | Seller accountable
|
Additional guidelines Â
If your performance falls short of any of these standards, we’ll notify you by email and notification within Seller Center, along with providing recommendations to help you address the issue. Below are the types of communications you may receive.
You cannot unsubscribe from these communications. They’re crucial for keeping you informed about actions that may affect your account status, including potential suspensions. Â
Communication type | Definition |
|---|---|
Daily ship alarm | Notifies you if you fail to ship orders on time, have orders missing valid tracking numbers or carrier scans by the Expected Ship Date (ESD) and other performance-related issues. |
Performance warnings | Warns you if you're performing below standard in any of the five performance standards. |
Weekly performance reports | Summarizes how you're performing based on the previous week. |
Suppression | Notifies you if your seller-fulfilled listings are removed due to persistent performance issues. |
Suspension | Notifies you if your seller-fulfilled and Walmart-fulfilled listings are removed due to persistent performance issues. |
Termination | Notifies you if your selling privileges and any access to Seller Center are permanently revoked due to violations and noncompliance. |
It’s your responsibility to review account performance and proactively improve performance metrics that don’t meet standards. In addition to monitoring your performance metrics in Seller Center, you can also enable order notifications to get alerts whenever a new order is placed. Â
The information found within this policy and the related hyperlinks is for general informational purposes only and is not considered legal advice. This policy may contain links to third-party content, which Walmart does not warrant, endorse or assume liability for. Your reliance on such content is solely at your own discretion.Â