If your Walmart Negative Feedback Rate or Item Not Received Rate has passed 2 percent, you are outside the US Seller Performance Standards, and the time to fix it is before Walmart suppresses or suspends the account. These two metrics now carry the work an Order Defect Rate used to do. The Negative Feedback Rate counts orders from the past 60 days that received a one- or two-star rating. The Item Not Received Rate counts orders with an expected delivery date in the past 60 days that never reached the customer. Both are held to 2 percent or below, and Walmart states that failure to meet its standards may result in suppression, suspension or termination. Because both metrics look back 60 days, a bad fortnight stays on your scorecard for weeks after you fix it. Walmart last updated its Seller Performance Standards page on July 28, 2026, and both metric guides on April 29, 2026, so the figures below reflect the rules as they stand in late 2026.

Walmart Negative Feedback Rate in Place of ODR

Sellers who search for a Walmart Order Defect Rate often miss the warning in front of them. Walmart’s current Seller Performance Standards table lists eight metrics, and none of them is an Order Defect Rate. The eight are Cancellation Rate at 2 percent or below, On-Time Delivery Rate at 90 percent or above, Valid Tracking Rate at 99 percent or above, Seller Response Rate at 95 percent or above, Negative Feedback Rate at 2 percent or below, Return Rate at 6 percent or below, Item Not Received Rate at 2 percent or below and Late Shipment Rate at 5 percent or below. The two that measure order problems are the Negative Feedback Rate and the Item Not Received Rate. Our core guide to Walmart Negative Feedback and Item Not Received rates covers both metrics in depth.

Walmart notes that its standards are subject to change and that the page covers existing and upcoming standards. The scorecard on your own Performance dashboard decides which metrics apply to your account. Open it before you do anything else and write down both figures. A plan written about defects in general misses what Walmart measures, and the first question that decides your next week is which of the two metrics is out of range.

How the warning reaches you

Walmart’s Seller Performance Standards page states that if your performance falls short of any standard, Walmart notifies you by email and in Seller Center with recommendations, and that you cannot unsubscribe from these messages. Walmart’s performance notifications guide describes performance warnings as messages that name the primary factors affecting your performance and give actionable recommendations, and it describes weekly performance reports that summarize the previous week. It also notes that orders fulfilled by Walmart Fulfillment Services do not receive performance notifications, with the exception of the Negative Feedback Rate. If you use WFS, this is the one warning that can still reach you.

Walmart feedback metrics warning triage checklist

What the notice names. Record which metric is named, the figure, the period and the drivers Walmart lists.
Both figures. Write down the current Negative Feedback Rate and Item Not Received Rate, even if only one is named.
Account status. Check whether seller-fulfilled listings are still transactable. A seller fulfillment deactivation banner on the Performance page means suppression is already in effect, and Walmart’s appeal guide routes that case through the Start appeal button on the banner.
The deadline. Walmart does not publish a set period between a warning and an action. Plan as if the next evaluation counts.
The drivers. Download Negative Feedback details and Item Not Received orders and count each by driver, item, carrier and region.
Orders still open. List orders past their Expected Delivery Date that have not been delivered and give each a next step.
Evidence to gather now. The notice, captures of both metrics and the downloaded reports.

Slow replies feed the response quality driver, so a feedback warning often sits next to a Seller Response Rate warning under 95 percent. Invalid tracking is a feedback driver too, and it shares a cause with a Valid Tracking Rate below 99 percent.

How Negative Feedback Rate Is Counted

Walmart’s Negative Feedback Rate guide defines the metric as the percentage of your Marketplace orders that received a one- or two-star rating within the last 60 days, with a standard of 2 percent or less for all Marketplace sellers. Four counting rules shape how quickly the figure moves.

Lower rating wins. When an order receives both a negative item review and a negative seller review, Walmart uses the lower of the two, once.
Only recent orders. Walmart includes ratings only for orders placed in the past 60 days. Older orders are not included.
WFS orders are included, with limits. The metric applies to WFS orders too, but only for ratings caused by seller-related issues such as item quality or missing components. Delivery and fulfillment complaints on WFS orders are generally excluded.
Drivers are grouped. Walmart assigns each negative rating a driver. If seven or more seller-accountable drivers affect your rate in the last 60 days, Walmart groups the smaller ones under All other drivers.

What the 60-day window means for a warning

Because the metric looks back 60 days, the ratings that put you over 2 percent stay in the figure until those orders age out. Fixing the cause today stops new negative ratings, but it does not erase the old ones. The figure comes down as two things happen, as the bad orders leave the window and new orders with good outcomes fill it. Act in the first week of a warning. Every additional week the driver runs adds ratings that will sit in the figure for the next two months.

It also changes how you read progress. If you fixed the cause three weeks ago and the rate has only fallen a little, the fix may still be working. Check whether new negative ratings have stopped. That is the real signal.

Read the drivers as a map of your business

Walmart’s driver list looks long, but it sorts into three groups, and the group tells you who in your business owns the fix.

Product drivers. Defective, product quality concerns, item not as described, incorrect item, item size or comfort, and assembly or instructions. These belong to sourcing and listing.
Delivery drivers. Carrier, damaged, arrived late, lost, missing item, packaging and invalid tracking. These belong to the warehouse and carrier management.
Service drivers. Response quality, return, cancellation and pricing feedback. These belong to customer service, returns and pricing.

Count your negative ratings by group before you count them by driver. If most fall in one group, one team owns the fix and you can move quickly. If they are spread across all three, the problem is broader, and the plan needs an owner for each.

Finding the ratings behind the number

From the Performance dashboard, select View details under Negative feedback, then select each seller-accountable driver to see the reviews. Select Download details for an order-level summary. Walmart’s guide also recommends checking the Ratings and Reviews page in Seller Center for trends and cross-referencing negative ratings with returns, cancellations and delivery issues.

If a rating is inaccurate, such as a review clearly written about a different product, Walmart’s guide says to contact Support through the Help button in the Seller Center menu bar with the order details and supporting documents. Use that route sparingly and only with evidence. Most of the work is fixing the driver.

Walmart’s negative feedback drivers sorted into the teams that own each fix, plus the Support route for wrong ratings. Tap a team to see its drivers and its work.

How Item Not Received Rate Is Counted

Walmart’s Seller Performance Standards define the Item Not Received Rate as the rate of orders with expected delivery within the past 60 days that were not delivered to the customer, with a standard of 2 percent or below. Walmart lists two drivers, lost and missing item, and recommends maintaining accurate inventory and reviewing carrier choices.

The separate Item Not Received Rate dashboard guide frames the same metric from the customer side. It counts items customers report not receiving because of a seller-related issue over the past 60 days, and it names incorrect address handling, shipping delays and failure to ship as the common reasons. The same guide says that WFS meets most metrics for you, including this one. A WFS seller with a rising rate should therefore look first at any seller-fulfilled orders still running through the account.

The clock for this metric is the expected delivery date. Once that date passes inside the 60-day window and the customer does not have the order, it counts. Two Walmart rules make the timing tighter than many sellers expect.

Terminal state. Walmart’s Shipping and Fulfillment Policy treats an item as being in a terminal state when it is five days past the Expected Delivery Date and the carrier has reported no movement in the last three days. The same policy, last updated July 2, 2026, reserves Walmart’s right to cancel any order not delivered within a reasonable period after the Expected Delivery Date, and you are responsible for the associated costs.
Late Origin Scan. Walmart’s performance notifications flag shipped orders that have not been scanned by the carrier for two business days, or 48 hours, after you sent the shipping confirmation. Many lost packages start here, as a package that never left.

Why this metric often moves with others

An order that never arrives almost always fails the On-Time Delivery Rate too, and often draws a one-star rating with a lost or carrier driver. A rise in the Item Not Received Rate is therefore an early warning for two more metrics. Our guide to the Walmart On-Time Delivery Rate explains the delivery side.

Business models most exposed

Merchant-fulfilled sellers with unreliable delivery. Economy services and carriers with weak scanning lose more packages in some regions than others. Run it compliantly by sorting not-received orders by carrier and region every week and moving volume away from any lane with a pattern of losses.

Sellers of products with quality issues. A defective lot or a listing that oversells the product generates low ratings while delivery is fine. Run it compliantly by inspecting samples from every new lot and tracking ratings by item so a bad lot is pulled within days.

Dropshippers with long transit. Long transit and supplier packing errors drive both metrics. Walmart’s Shipping and Fulfillment Policy prohibits buying from another retailer and having that retailer ship to your customer, which it calls retail arbitrage, so supplier fulfillment must come from genuine wholesale or manufacturing partners. Run it compliantly by requiring approved carriers and packing checks from suppliers and setting transit times to what they truly achieve.

Fixes for Each Metric

The fixes below are ordered by how fast they stop new failures. During a warning, speed matters more than completeness. Stop the largest driver first, then work down the list.

If the Negative Feedback Rate is out

Find the top two drivers. Count negative ratings by driver and by item from the downloaded details. In most warnings, two drivers explain the majority.
Pull defective lots. If one item carries a cluster of defective, product quality or item not as described ratings, stop selling it until the supplier fixes the lot.
Correct the listing. Compare the product with its title, images, size chart and description, and fix every gap. Walmart recommends accurate size charts, clear assembly instructions and images that show the item the customer will receive.
Answer customers faster. Walmart recommends checking the Message Center daily and replying promptly and professionally. The Seller Response Rate standard is 95 percent of inquiries answered within 48 hours. See our guide to the Walmart Seller Response Rate.
Resolve problems before they become ratings. A customer whose problem is fixed in a day rarely leaves one star. Refund or replace quickly on damaged, missing and incorrect items.

If the Item Not Received Rate is out

Sort by carrier and region. Find the carrier, service or destination region where orders disappear.
Move volume off the failing lane. Switch to a carrier or service with reliable scans and delivery in that region.
Act on Late Origin Scan alerts the same day. Call the carrier and confirm pickup.
Check packing on multi-item orders. Missing item drivers point to packing. Add an item and quantity check before sealing, and weigh multi-item orders.
Resolve stalled orders early. When tracking stops, trace with the carrier, then reship or refund before the customer has to ask.
Set transit times to reality. Walmart builds the Expected Delivery Date from your cutoff time, lag time, operational days and transit time. If those settings promise more than your carrier delivers, orders cross the date while still moving.

If both are out

When both metrics are over 2 percent, delivery is usually the shared cause, because lost and late orders feed both. Fix the carrier side first, then work on any product driver that remains. If the cause is the fulfillment model itself, such as a supplier network with long transit and no packing control, the fix is structural and should be planned as such.

Two composite examples

Both scenarios are composites built from patterns our case team sees on Walmart feedback warnings. The percentages are illustrative and no single seller’s account is described.

The new lot. A kitchenware seller’s Negative Feedback Rate moves from 0.9 percent to 2.6 percent in three weeks. The Item Not Received Rate stays under 1 percent. The details show most new ratings on one blender, with defective and product quality drivers, all from a lot received a month earlier. The seller pulls the item, returns the lot to the manufacturer and replies to every affected customer. New negative ratings stop within a week, and the rate falls as the old orders leave the 60-day window.

The economy lane. A seller of bulky home goods switches part of its volume to a cheaper ground service. Over the next month the Item Not Received Rate rises to 2.8 percent and the Negative Feedback Rate to 2.2 percent, with lost and arrived-late drivers concentrated in two regions. The seller moves those regions back to the previous service, resolves the stalled orders and widens transit times on the remaining economy lanes. Both metrics turn within the month.

In each case the seller knew which metric was out, named the single cause and could show the change. That is the shape of a fix Walmart can see in the numbers.

Corrective action log to keep before an appeal is ever needed

Record	What to write down
Date and notice	The warning, which metric it named, and both current figures
Root cause	The metric that failed and the item, lot, carrier or region behind it, with order counts
Corrective action	Lots pulled, listings fixed, carriers changed, packing checks added, with dates
Open orders	Orders past Expected Delivery Date and how each was resolved
Metric check	Both rates and the count of new negative ratings at each weekly review

If Walmart later suppresses or suspends the account, this log supplies the root cause, corrective and preventive sections of the business plan of action.

How the fix changes when Walmart’s Negative Feedback Rate, Item Not Received Rate or both are over 2 percent. Toggle what your dashboard shows to see the order of work.

Scorecard Review Routine

The prevention lesson for these two metrics is to review the Seller Center scorecard weekly and act on any metric near 2 percent. Waiting until it crosses the line means 60 days of drag. Acting at 1.5 percent usually means a quiet fix.

Every week

Record the Negative Feedback Rate and Item Not Received Rate and compare each with last week.
Count new negative ratings this week, by driver and by item. This is the leading indicator.
Count orders past their Expected Delivery Date and not delivered, by carrier and region.
Name the largest driver on each metric and assign one fix with an owner and a date.
Update the corrective action log.

Set your own action thresholds

Walmart’s line is 2 percent. Ours is earlier. We set an internal trigger at 1.5 percent on each metric, and a second trigger whenever new negative ratings or not-received orders in a week exceed the weekly average by a wide margin. Either trigger starts the triage checklist above. Because the metrics look back 60 days, a fix started at 1.5 percent usually keeps the figure from ever crossing the standard.

Every day during an active warning

Read new ratings and reply to customer messages.
Clear Late Origin Scan alerts and stalled tracking.
Check that pulled items stay unpublished until the lot is fixed.

Sellers who want the scorecard watched for them can use our Walmart account health maintenance service.

First warning compared with a repeat

Walmart does not publish numbered warning tiers for these metrics. Its policies list suppression, suspension and termination as possible outcomes. Suppression makes seller-fulfilled listings non-transactable while Walmart-fulfilled listings stay live. Suspension makes both non-transactable and non-discoverable, restricts Seller Center and holds payments. Termination revokes selling privileges permanently and cannot be appealed.

A first warning answered with a documented fix usually ends there. A second rise after a fix tells Walmart the driver was not closed. If action has been taken, Walmart’s appeal guide, last updated December 9, 2025, asks you to review your metrics and write a business plan of action that describes the violation and the steps taken to correct it. Submit it from the Start appeal banner on the Performance page for a suppression, or through the Help button in the Seller Center menu bar for a suspension. The guide gives no review time and says appeals are answered in the order received. Our method for that plan rests on one position, that the account is compliant when both metrics are within target, and the corrected metric and closed driver show it.

Root cause. Open with the failing rate and its figure, then show the order count tied to each item, lot or lane and when the run started.
Corrective actions. List what is done, such as affected orders resolved, lots pulled, listings corrected, carriers changed and packing checks added.
Preventive measures. The weekly scorecard review, the internal thresholds and the owner who runs them.
Evidence. The notice, the downloaded order-level data and both current metrics.

Do not blame customers, carriers or Walmart’s systems. A carrier that lost packages is still the carrier you chose, so describe it as a carrier selection gap you have closed.

Regional differences and the law

These two metrics are US standards. Walmart Marketplace Canada’s Seller Performance Standards page lists five metrics, Cancel Rate, On-Time Delivery, Valid Tracking Rate, Refund Rate and Seller Response Rate, and does not list a Negative Feedback Rate or Item Not Received Rate. Canadian sellers watch a Refund Rate of 13 percent or below for refunds the seller is responsible for, such as damaged or incorrect items, and Walmart marks 20 percent or more as Needs Urgent Review. The Canada page, last updated April 15, 2026, sets a Cancel Rate of 3 percent or below, a Valid Tracking Rate of 95 percent or above and a Seller Response Rate of 80 percent or above. A Canadian suspension is appealed through a Partner Support case, and Walmart Canada says it replies within two to five business days. Sellers on Walmart Mexico should read the scorecard in their own Seller Center, because every US figure quoted above comes from the US guides.

Region	Law	What it means here
United States	FTC Mail, Internet, or Telephone Order Merchandise Rule, 16 C.F.R. Part 435	Section 435.2(a)(1) requires a reasonable basis to ship within the stated time, or within 30 days when no time is stated. Section 435.2(b)(1) requires an offer to consent to a delay or cancel with a prompt refund, and section 435.1(b) sets that refund at seven working days for most payment types.
Canada	Competition Act, R.S.C. 1985, c. C-34, s. 74.01	Representations to the public that are false or misleading in a material respect are reviewable conduct, which covers product descriptions that do not match the item.

The FTC rule governs shipping promises, not Walmart ratings, but the same lost and late orders that raise the Item Not Received Rate are the ones that trigger its delay notice and refund duties. Talk to counsel about your own facts before relying on any reading of these laws.

Frequently Asked Questions

Does Walmart have an order defect rate?

Walmart no longer lists ODR and uses Negative Feedback and Item Not Received rates. Its current Seller Performance Standards list eight metrics, and these two measure unhappy customers and undelivered orders.

What is the negative feedback standard?

The standard is 2 percent or below of orders with a one or two star rating in the past 60 days. If an order gets both a negative item review and a negative seller review, Walmart counts the lower rating once.

What is item not received rate?

It is the share of orders with expected delivery in the past 60 days that were not delivered, with a 2 percent standard. Walmart lists lost and missing items as its drivers.

What happens above 2 percent?

Walmart may suppress, suspend or terminate the account. Its standards page says it notifies you by email and in Seller Center when you fall short, but it publishes no fixed period between that notice and an action.

Where do I check these metrics?

On the Seller Performance scorecard in Seller Center. You can also monitor them in the Walmart Seller app or through the Seller Performance APIs, and download order-level details from the Performance dashboard.

Get Help With a Walmart Feedback Metric Warning

Most feedback warnings clear once the largest driver is fixed and the scorecard is watched weekly. When both metrics are out and the cause is the fulfillment model, the fix needs operational changes that Walmart can see in the numbers, and if the warning becomes a suspension, the plan of action has to show them. That is where we help.

If the warning has already turned into a suspension, our Walmart reinstatement team builds the plan of action around the two rates. You can send us the Walmart notice for a free case review or schedule a call with a Walmart specialist. Related guides cover the Walmart Valid Tracking Rate, the cancellation rate and high return rates.

For sellers who want the weekly scorecard review run for them, our Walmart scorecard monitoring service tracks both rates with a named owner. Sellers on Amazon, eBay or TikTok Shop alongside Walmart can compare coverage on the multi-marketplace reinstatement hub.

Walmart Negative Feedback and Item Not Received Over 2 Percent