The “Auto Cancel Rate” for Walmart sellers likely refers to the rate at which orders placed by customers are automatically canceled by the Walmart system due to various reasons. Walmart may cancel the orders automatically when it is due to shipping for more than 8 days after the estimated ship date (Estimated Ship Date + 8 Calendar Days).
Walmart will suspend your account for a high auto-cancel rate. Sellers are required to keep the rate below 2% for 14 days period. Walmart suspension occurs due to various reasons and auto cancel is one of them. To resolve your High Auto Cancel rate Walmart suspension, you may need to submit a Plan of Action addressing the following points,
— Subject line
— Please provide a description of the issue
— Do you have inventory for your published SKUs
— Did you unpublish Out of Stock SKUs
— How often did you fulfill your orders?
— How often do you plan to fulfill your orders?
–A concise description that demonstrates your understanding of the root cause for the Auto Cancels problem
–Plan of action to avoid the Auto Cancels problem happening in the future
–What is the timeline to implement your plan?
Step 1: Write your own unique and customized Plan of Action
Writing your Plan of Action requires prior knowledge of technical language. It is always suggested to review your exact root cause and make a customized Plan of Action. In most the cases there are two reasons for the high auto cancel rate,
1) Out of stock issue
2) Inadequate training and knowledge of employees
Choose your root cause accordingly and make your customized Plan of Action.
Step 2: Cover all points in your Plan of Action
Walmart asks different questions for different kinds of suspension. You are required to review their requirement by visiting the appeal page. You will be able to find your Walmart suspension appeal page by following these steps. (How to submit an appeal for a suspended Walmart seller account),
Check Menu Bar > Help option > Contact Support > On the category selection screen select: My Account > Performance Issues > Appealing Account Suspension > Open case via E-mail
Check Walmart’s appeal requirements and make sure that your appeal covers every point that they are asking for.
Step 3: Submit Auto Cancel Rate suspension Plan of Action
Once you are sure that your Plan of Action covers every point and suspension cause then you are good to submit your appeal through case. Remember your Plan of Action shall address the auto cancel rate specifically. You are required to create your own internal business policies and submit the same to the Walmart team
If you are still not sure What to write and How to write in your Plan of Action; you can click here to get your unique Plan of Action
