The Walmart Seller Score — The 4 Metrics That Determine Your Account Health
Seller Score is Walmart's composite metric for account health. It gates the Pro Seller badge, Trust + Safety reviews, and ultimately account suspension. Understanding the 4 inputs + how Walmart weights them is foundational seller knowledge.
The 4 inputs
Order Defect Rate (ODR): % of orders that ended in refund, return, cancellation by seller, or A-to-z equivalent.
On-Time Delivery Rate (OTD): % of orders delivered by the promised date. Target: ≥ 95%.
Cancellation Rate: % of orders cancelled by you (not by buyer). Target: < 2.5%.
90-day Order Volume: raw count. Higher = more confidence in the score; lower = thinner sample size.
Score bands + their consequences
Score ≥ 90: Pro Seller eligible. Buy Box weighting boost.
Score 75-90: Standard seller. Buy Box weighting normal.
Score 60-75: Trust + Safety review triggered. Listing visibility reduced.
Score < 60: Suspension review. Account at risk.
Recovery playbook
Identify the failing metric in Seller Center → Performance. Walmart shows the trailing-30-day value for each.
Fix the underlying issue (carrier change, fulfillment-rate fix, etc.).
Wait. Metrics are 30-day moving averages — even a perfect fix takes 30 days to fully reflect in the score.
ShelfSEO surfaces ODR + OTD trends inline so you spot drops 2-3 weeks before they affect the score.
Frequently asked questions
Can I appeal a low score?
Individual defect incidents can be appealed (carrier-confirmed late delivery, buyer-fraud claim). Aggregate scores cannot — they're algorithmic.
What's the fastest recovery from a Trust + Safety review?
Identify the failing metric, fix the underlying process, document the fix in the Seller Center support thread. Walmart's T+S team responds in 2-4 weeks. During the review, listing visibility is reduced but not eliminated.