Walmart has established itself as one of the world’s largest and most respected retailers, second only to Amazon in the U.S. eCommerce market. With such a high reputation level comes stringent standards for sellers on Walmart Marketplace. Walmart takes its seller regulations seriously, and any violations can result in unwanted consequences like listing removal, account suspension, withheld payments, or even permanent termination of a seller account.
eMarspro, a leading eCommerce consulting firm, understands the importance of maintaining a good standing on Walmart Marketplace. This article outlines common reasons for Walmart account suspension and shares tips on how to avoid them.
Common Reasons for Walmart Account Suspension
1 – Failure to Meet Performance Standards
Sellers on Walmart Marketplace must meet specific performance metrics. Sellers using Walmart Fulfillment Services (WFS) may have some relief, as Walmart assumes responsibility for shipping issues. However, non-WFS sellers need to pay attention to the following performance metrics:
- Cancellation Rate: This measures the number of canceled orders by the seller and must be less than 2% in a 14-day period.
- Return Rate: The return rate should not exceed 6% over the last 90 days. This includes orders returned due to seller errors, such as wrong or damaged items.
- On-Time Delivery Rate: Walmart expects at least 95% of orders to be delivered on or before the promised delivery date within a 14-day period.
- Valid Tracking Rate: Sellers must provide valid tracking and delivery scans within the Estimated Delivery Days (EDD).
Consistently failing to meet these benchmarks can trigger a Walmart suspension warning and, eventually, account suspension.
2 – Non-Compliance with the Marketplace Retailer Agreement
All sellers on Walmart Marketplace must agree to the platform’s Standard Terms and Conditions during the account setup process. This agreement includes all Retailer Policies that govern a seller’s conduct on the platform.
Adhering to these contractual obligations, whether intentionally or not, can lead to suspension. We advise that sellers read these agreements thoroughly and incorporate all requirements into their business practices to avoid potential pitfalls.
3 – Trust and Safety Standards Violations
Walmart’s Trust and Safety Standards are in place to protect consumers from harmful, offensive, or unsafe products. Sellers must avoid violating these standards, which fall into three categories:
- Regulatory Compliance: Sellers must comply with regulations surrounding certain products, especially those related to food safety, medical claims, or unlicensed baby products.
- Offensive Products: Listings must not contain products encouraging discrimination, violence, or explicit content.
- Intellectual Property: Sellers must ensure that all products are correctly cited and licensed to avoid intellectual property disputes.
We recommend regularly checking the Trust and Safety Dashboard in Walmart’s Seller Center to monitor for violations.
4 – Extreme Price Violations
Walmart enforces two price-related rules:
- Price Parity: Sellers must ensure that Walmart prices are not higher than those offered on other platforms. If Walmart identifies a price discrepancy, it may remove the product or suspend the seller’s account.
- Price Leadership: Sellers must not allow other sellers to offer their products at significantly lower prices on Walmart.com or elsewhere.
Preventing Walmart Account Suspension
Walmart typically issues a warning before suspending a seller account, providing time for sellers to address issues. However, prevention is always better than cure. eMarspro offers the following tips for sellers to avoid account suspension:
1 – Comply with Performance Standards
Regularly monitor Walmart’s Performance and Operational Standards, ensuring that all orders are fulfilled on time, with accurate tracking and minimal cancellations or returns.
2 – Maintain Clear Communication
Set clear working hours for customer support to ensure timely responses and improve customer satisfaction.
3 – Prioritize Customer Service
Respond to inquiries promptly, issue refunds within 48 hours, and resolve disputes quickly, all while maintaining a courteous tone.
4 – Update Product Information
Review item descriptions regularly to reflect the product and its features accurately. Avoid exaggeration or misleading descriptions.
5 – Monitor Performance Metrics
Continuously review scorecards and metrics to avoid potential issues.
How to Appeal Walmart Account Suspension?
If a Walmart account is suspended, sellers have an opportunity to appeal. eMarspro offers expert assistance for sellers facing suspension and recommends the following appeal process:
1 – Notification & Review
Walmart typically notifies sellers of a suspension, outlining the reason and providing the opportunity to review performance metrics.
2 – Crafting a Strong Appeal
Sellers must craft a detailed and well-structured appeal. The appeal should include the following:
- Acknowledgment of the Violation: Sellers should take responsibility for the violation without making excuses.
- Root Cause Analysis: Sellers must identify the reason for the violation and detail the steps taken to address it.
- Corrective Action Plan: A concrete plan outlining how the seller will prevent future violations.
- Commitment to Compliance: Sellers should express their dedication to meeting Walmart’s standards.
3 – Submit the Appeal
The appeal must be submitted correctly, following Walmart’s instructions and deadlines.
4 – Review & Decision
Once the appeal is submitted, Walmart reviews the case and provides a decision, which could take anywhere from a few days to several weeks, depending on the complexity.
Tips for a Successful Appeal
- Be Proactive: Regularly monitor metrics and address potential issues before they escalate.
- Gather Evidence: Document any corrective actions to support the appeal.
- Seek Professional Assistance: Contact eMarspro’s dedicated Walmart suspension appeal specialists to craft a compelling and successful appeal, ensuring the best chance for reinstatement.
- Stay in Communication: Maintain open lines of communication with Walmart throughout the appeal process.
- Learn & Adapt: Take any suspension as an opportunity to identify weaknesses and improve business practices.
In conclusion
Walmart account suspensions can be stressful, but sellers can avoid these issues with proper preparation and strategy. By following Walmart’s performance and compliance standards, prioritizing customer service, and addressing violations promptly, sellers can maintain a strong presence on the Walmart Marketplace.
In the event of a suspension, eMarspro’s expert team is here to help craft a tailored appeal and get sellers back on track. With focus, determination, and expert guidance, sellers can navigate the challenges of Walmart Marketplace and thrive as long-term, trusted sellers.
For assistance with Walmart account suspension appeals, contact eMarspro’s Account Review Team today.
