The Return Rate is a Seller Performance Standard that tracks the percentage of delivered items that are returned by the customer. In this guide, you’ll learn how the Return 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 Return Rate.
What is the policy?
The Return Rate is the percentage of items in the past 60 days that are returned by the customer due to the seller’s fault. Maintaining a low Return Rate helps ensure a positive customer experience and protects your performance metrics. High Return Rates can indicate issues with product quality, listing accuracy or fulfillment practices. Frequently monitor your Return Rate from the Performance dashboard in Seller Center and ensure you maintain a rate of less than or equal to 6%.
Additional guidelines
This table provides a list of Return Rate performance drivers, along with recommendations for improvements:
Driver | Definition | Recommendations |
|---|---|---|
Defective | Your account has a high rate of defective orders shipped to customers. | Review items to ensure all parts are included as advertised, the quality of the product is |
Damaged | Your account has a high rate of damaged orders shipped to customers. | Review the packaging used for your products and ensure they’re sufficient given the product type and weight.
|
Incorrect item | Your account has a high rate of incorrect items sent to customers. |
|
Arrived late | Your account has a high rate of items that arrived late to customers. | Review your chosen carriers to evaluate if a particular carrier is causing repetitive issues. |
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