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US PRIME TRADERS LLC CASE STUDY
BRAND OVERVIEW
US PRIME TRADERS, LLC is a marketplace seller that faced account suspension on July 8, 2025, due to poor performance metrics, including a high return rate, late deliveries, and invalid tracking information. The suspension significantly affected their sales operations and marketplace presence, prompting an in-depth review and reinstatement process to address the underlying performance issues and restore compliance with Walmart’s seller standards.
ehp consulting group services
- Walmart Seller Account Reinstatement
Challenges
- The seller’s account was suspended by Walmart after several performance standards fell below the required thresholds. Specifically,
Return / Refund Rate was elevated beyond acceptable limits.
- Incorrect Item
- Lost
- Defective
- Damaged
- As a result of the suspension, the seller experienced a significant loss of sales revenue, the inability to list new items or receive orders, and reputational damage that impacted customer trust and marketplace standing.
- Gathering all required documentation, especially supplier and warehouse proofs, took significant time and coordination.
- Preparing a proper appeal that addressed the issues and met Walmart’s reinstatement requirements required careful planning and review.
- Walmart’s responses provided limited guidance, making it challenging to determine the exact points that needed correction or clarification during the appeal process.
GOALS
- Get the Walmart seller account reinstated.
- Restore selling privileges as quickly as possible.
- Put in place preventative measures so that similar issues won’t happen again.
our solution/STRATEGY & EXECUTION
The Appeal Process
- Based on Walmart’s published guidelines:
- Sellers can submit an appeal if suspended (but not if terminated; termination often means no appeals).
- The appeal must include a Plan of Action (POA) that clearly outlines:
- What went wrong (the root cause)
- What corrective steps have already been taken?
- Preventative steps to ensure it doesn’t happen again.
- Depending on the nature of the violation, Walmart may require supporting documentation (e.g., invoices, proof of inventory, photos of the warehouse, supplier documentation, tracking logs)
Implementation (What we Did)
Root Cause Analysis
- Identified that delivery delays and missing tracking data were caused by logistics inefficiencies and non-integrated shipping partners.
Corrective Actions Already Taken
- Partnered with a more reliable carrier and reinforced internal fulfillment procedures.
Preventative Plan
- Established a monitoring system with clear SOPs to track performance and prevent recurrence of issues.
Documentation Provided
- Submitted key supporting documents reflecting the operational improvements and updated performance metrics.
Appeal Submitted
- Filed an appeal through Walmart Seller Center with a concise Plan of Action and supporting evidence.
the impact
- The appeal was reviewed and accepted within approximately two days.
- Walmart reinstated the seller account, restoring selling privileges and reactivating product listings.
- In the following weeks, the seller’s performance metrics improved significantly—on-time delivery and valid tracking rates rose above the required thresholds, while return and refund rates noticeably declined.
tips
- Don’t rush the appeal: an incomplete or superficial appeal often leads to rejection. It’s critical to deeply analyze what caused the suspension. (“Root cause” is not just metrics, but why the metrics changed.)
- Transparency is key: acknowledging faults, showing what you’ve done, and giving concrete evidence builds credibility.
- Preventive systems are just as important as corrective ones. Once reinstated, if the same issues recur, the risk of termination increases.
- Always monitor performance metrics proactively rather than waiting for a warning.
- Keep documentation organized and up-to-date (invoices, photos, metrics).
takeaways
- Walmart allows appeals of suspensions (not of terminations) if the seller shows valid reasons, a strong plan, and proof.
- An effective Plan of Action is structured, honest, specific, and shows both corrective and preventive steps.
- The faster one acts to resolve issues, the less damage to reputation and sales.
- Sellers should build or hire capacity (staff, tools, partners) to ensure compliance with Walmart’s policies long-term.
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