On January 29, 2026, Walmart announced two new Seller Performance Standards that sellers will need to actively monitor going forward: Return Rate and Item Not Received Rate (INR). These metrics are now part of Walmart’s official performance framework and will also be exposed via the Seller Performance API.
Return Rate
Return Rate measures the percentage of delivered orders that customers return.
Walmart requirement:
- Return Rate must be 6% or lower
- Measured over the past 60 days
This metric focuses on post delivery customer behavior and usually reflects product quality, listing accuracy, packaging, and expectation management.
High return rates are often caused by:
- Inaccurate product descriptions or images
- Wrong sizes, variants, or specifications
- Poor packaging leading to damaged items
- Misleading titles or bullet points
Item Not Received Rate (INR)
INR measures the percentage of orders where the customer reports they did not receive the item.
Walmart requirement:
- INR must be 2% or lower
- Measured over the past 60 days
This metric highlights shipping reliability and tracking quality.
High INR rates are commonly caused by:
- Missing or invalid tracking
- Late shipments
- Incorrect carrier or ship from location
- Delivery confirmation issues
When do these metrics apply?
Both metrics are effective immediately as performance standards. Sellers should start monitoring them now, even if they do not see enforcement actions yet.
In addition, Walmart confirmed that:
- Return Rate
- Item Not Received Rate
- Negative Feedback Rate
will be added to the Seller Performance APIs, allowing sellers and solution providers to track them programmatically.
How many performance metrics does Walmart track now?
With this update, Walmart tracks the following key Seller Performance metrics:
- Cancellation Rate
- On Time Delivery Rate (OTD)
- Valid Tracking Rate (VTR)
- Refund Rate
- Seller Response Rate
- Negative Feedback Rate
- Return Rate (new)
- Item Not Received Rate (new)
That brings the total to 8 core performance metrics that directly affect account health.
Why this matters for sellers
These two new metrics shift part of seller performance from operational execution to customer experience after delivery.
This means:
- Accurate listings matter more than ever
- Shipping and tracking quality directly impact account health
- Monitoring performance daily is no longer optional
For sellers using Walmart Fulfillment Services (WFS), some metrics may be calculated differently, but Return Rate and INR still reflect how customers experience your products.
What sellers should do next
- Review return reasons in Seller Center regularly
- Audit product listings for clarity and accuracy
- Monitor tracking and carrier data closely
- Use Seller Performance API data if available to you
- Act early before metrics approach thresholds
Walmart continues to move toward deeper, more data driven performance enforcement. Sellers who track these metrics proactively will have a clear advantage.
