The Item Not Received Rate is a Seller Performance Standard that tracks the percentage of unreceived items by the customer. In this guide, you’ll learn how the Item Not Received Rate is calculated and how it can be used to improve your performance.
If you use Walmart Fulfillment Services (WFS), most performance metrics will be met for you, including the Item Not Received Rate.
What is the policy?
The Item Not Received Rate is the percentage of items customers report not receiving due to a seller-related issue over the past 60 days. Maintaining a low Item Not Received Rate ensures a positive customer experience and protects your seller performance. High Item Not Received Rates can lead to cancelations, refunds and negative feedback.
Common reasons for items not received include incorrect address handling, shipping delays or failure to ship. Frequently monitor your Item Not Received Rate from the Performance dashboard in Seller Center and ensure you maintain a rate of less than or equal to 2%.
Additional guidelines
This table provides a list of the Item Not Received Rate performance drivers, along with recommendations for improvements:
Driver | Definition | Recommendations |
|---|---|---|
Lost | The order was not delivered to the customer and is considered lost in transit. |
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Missing item | The order was received but one or more items or quantities were missing (e.g., incorrect quantity shipped or item not included in the box). |
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