Hello,
At Walmart Marketplace, customer reviews are essential in building trust, driving traffic, and converting sales. To help support the continuous improvement of our platform, we’re introducing a new Seller Performance Standard: Negative Feedback Rate (NFR).
What is Negative Feedback Rate (NFR)?
NFR measures the percentage of items sold in the last 60 days that received a 1 or 2-star rating from customers.
How is NFR calculated?
It’s calculated by dividing the number of orders with one or two-star item or seller reviews by the total number of unique items ordered from you in a
60-day period.What is Walmart’s standard for NFR?
Your NFR should be under or equal to 2%. If your NFR is above 2%, you should address the causes of negative customer reviews to avoid account disruption.
Who is it applicable to?
All sellers with seller-fulfilled orders that receive customer reviews originating from Walmart are affected by this new metric.Where can I see it?
It will be available soon in your Seller Center Performance dashboard. API access will be available early next year.
When does it go into effect?
Starting early next year, NFR will become an official Seller Performance Standard, and you’ll be required to take action if your NFR is above 2%. Until then, keep tabs on your performance on the Performance dashboard to stay ahead of any changes in your metrics.
Why are we introducing this standard?
To support those with high negative feedback by providing insights and solutions tailored to their business, ensuring better listings and improving the overall customer experience.
What can you do now?
You can review your current seller and item feedback in the Ratings and Reviews section in Seller Center before the NFR standard appears in your Performance dashboard. Here are some tips to improve your ratings and reviews:
Address quality concerns shared by customers and make sure product images and descriptions accurately represent what the customer will receive.
Review inventory to ensure products are correctly associated
with their UPCs.Respond promptly and professionally to customer inquiries.
Your opinion matters to us. Please take a moment to share your thoughts on the effectiveness of this message by completing a brief survey. Click here to begin.
Thank you for your business,
The Walmart Marketplace team
Damn you’re quick…. Was just writing this thread. LOL
Looks like this only applies to FBM sellers. Pretty unfair and oh boy does this open up an opportunity for black hats to mess with white hats…
Nah, Walmart will simply emulate Amazon’s world-class standard of keeping that from happening.
Oh, wait… 
Total number of unique items ordered?
I do not like the way this sounds.
With any luck for you guys, they are using some poorly programmed AI or the same ‘offshore’ folks that Amazon uses and they done have a clue about how English works.
On the other hand, if they really do mean ‘unique items’, a worst case scenario for a newer seller would be selling 12 SKUs but only had sales for two of them.
SKU#1 had 12 orders
SKU#2 had 1 order
That is only “2” unique items!
All feedback was great for #1, but the ‘buyer’ for #2 left a “2” because the shipping package was slightly damaged but the product was fine.
Sounds like a 50% NFR score to me.
Any takers as to what they really mean?
Items OR seller reviews…so if they don’t like the product itself, the seller still takes the hit.
I really hope they mean unique as in “individual independent” item orders. Like, Buyer A orders 2 of SKU A and Buyer B buys 1 of SKU B, and that makes THREE “unique items ordered”.
But I can see them treating that scenario as TWO. 
One negative review by Buyer A will hopefully put it at 33% NFR (rather than 50%) for those two orders. Not that 33% is 2% or less, but it makes it a bit easier to overcome a negative review that way.