Subject line

Appealing account suspension address mismatch and VTR/ Plan of action

*Please provide description of the issue
The reason for the suspension I received from Walmart is the VTR that stands >99% and some
mismatched customer addresses.

*Did you provide tracking only if the package is ready to be picked up?
No
*Did you have sufficient inventories for all your published items?
Yes
*How many warehouses do you have? (Text format answer)
1
*Do you use any 3rd party vendor services?
No

*A concise description that demonstrates your understanding of the root cause for the
Address Mismatch problem
Greater details on the root causes
1- Carrier Company:
We have been using a carrier company DHL, Lasership, UPS, OnTrac and USPS. UPS,
OnTrac and USPS provides a higher VTR rate, but DHL was below the expected requirements
of > 99% in 14 days.
We have suspended our contract with DHL and will continue to use other carriers such as UPS,
USPS, and OnTrac in order to meet Walmart's selling standards.
2- Due to a staffing shortage, we provided some incorrect tracking and failed to update a few
tracking within the allowed time of four hours.
3- Ship to wrong addresses
We also delivered several orders to incorrect addresses, which made the consumer disappointed
and caused him to file a complaint. We have a staff shortage because we do not anticipate
many orders in a short period of time. Due to the high volume of orders received in a single
day, we mixed up and delivered the package to the wrong addresses.
Here are customer order IDs that shipped wrong and buyer status shows delivered but it
delivered to wrong place that’s why buyer complained regarding tracking and not received.
 200010044289045
 200010028198962
 200010041794339
 4262237728566
 4292241991808
 4412260721078
 200010058193158
 200010035390294
 200010035390294
 200010035390294
We apologize for all of our mistakes and have promised and determined not to repeat them in
the future, as stated in our plan of action.
*Plan of action to avoid Address Mismatch happening in the future
I have implemented the following measures to address my suspension and avoid any such
issues again.
1. I promised I would only use valid carrier tracking and 100% accurate customer
addresses. Confirm it twice by the account manager.
2. We will use Walmart's recommended carrier companies to provide tracking like FedEx
and UPS in the future. Walmart’s partner carriers like UPS and FedEx are well known for their
quality services to get Valid Tracking IDs and accurate delivery addresses for each order and
in-time shipments. Therefore, I will not receive any warnings in future.
3. We will ship the products by using more than one carrier. If one method becomes
unavailable, we can switch to the other. Some carriers face high volumes that exceed their
delivery capacity. If this is the case with our carrier, we will switch to a different carrier so that
everything meets Walmart standards.
4. WE HAVE ADDED TWO MEMBERS TO OUR STAFF that will take care of our
seller-fulfilled shipments. They will be responsible for uploading tracking IDs and customer
addresses and dealing with returns and customer complaints within the time duration. Meeting
these targets will help us to maintain our account in good health.
5. We are pleased to announce that we are now shipping all orders via buy shipping,
which we find to be a lot more manageable approach. We'll keep an eye on our valid tracking
rate to ensure it stays above the target.
6. WE HAVE DECIDED TO 50% SELLER FULFILLMENT and 50 % WFS. Walmart
will look after our 50% order shipments and provide customers with the tracking IDs and
correct addresses. So, we don’t have an extra burden when we have a large number of orders.
7. We will not start fulfillment by the seller 100% with any shipping carrier until we are
certain that it is resourceful enough to manage our shipments as per Walmart’s expectations.
We understand that we must be on time over 99% of the time and maintain a VTR of over
99%.
8. We will conduct time-to-time training of our staff about keeping our overall account in
good health and engaging them in multitasking so that, in case of any abnormality, one
member can manage the work of others.
9. We understand that maintaining account health to keep VTR> 99% and uploading
tracking IDs within 4 days and 100% accurate addresses are the necessary goals to keep
availing selling privileges. We will put our best efforts into avail all these goals.
10. We will always read all the Seller Help articles to understand Walmart's selling policies
better.
I will ship and deliver orders on time by ensuring orders are shipped by the estimated ship date
and delivered by the estimated delivery date.

I will regularly review Seller Scorecard so we are familiar with our metrics.
We have gone through Walmart’s policies of Tracking Number Validation, uploading tracking
IDs, late shipment rate, and best practices to update tracking information successfully. We will
follow all the guidelines as outlined in the following link:
https://sellerhelp.walmart.com/s/guide?article=000006822
• Sellers must provide valid tracking numbers for at least 99% of their shipments. Sellers
that fail to meet the 99% target may receive warnings, selling restrictions, or even suspension
(temporary or indefinite).

On-time shipping and Delivery: we go through the following link to ensure we are on the right
track for on-time shipping and meet the shipping performance targets.
https://sellerhelp.walmart.com/s/guide?article=000009473

I hope Walmart will recognize my efforts to address the issue of mismatch addresses and
accept our apologies for the mistakes. I guarantee that this problem will not reoccur. Please
reactivate my account so I can resume selling per the policies and guidelines outlined in my
appeal.
Regards,
*What is the timeline to implement your plan?
72 hours
Please confirm your understanding and acceptance of the following:

1. Read all the Seller Help articles we provided on the previous page
2. Upload the receipt of inventory purchase (Photos or files)
3. Photo of your storage
4. Photo of your warehouse
*I understand and accept