With over two billion shoppers online nowadays, it’s understandable how businesses are tightening their regulations to ensure product quality and maintain trust on their platforms. Unfortunately, even a well-established brand like Walmart Marketplace isn’t immune to product recalls. Recently, for instance, the retail giant announced a recall due to potential E. coli contamination.

But there’s no need to panic. Walmart continuously refines their policies to uphold the highest standards and protect users. If you find yourself dealing with a product recall on the platform, we can help.

In this article, we’ll explain everything you need to know about handling product recalls on Walmart Marketplace so you can navigate the process smoothly and keep your business running.

What is Walmart Marketplace’s Prohibited Product Policy?

Walmart Marketplace’s Prohibited Products Policy is extensive, yet straightforward, designed to help sellers grasp the requirements easily.

In a nutshell, products listed on Walmart Marketplace must:

• Comply with all applicable local, state, and federal laws and regulations
• Include product labels and listing information, along with images, in English
• Provide details required by the National Institute of Standards and Technology (NIST) Uniform E-Commerce Regulations

The policy also outlines prohibited items based on category and territory, along with specific categories that require pre-approval before listing.

Prohibited products by territory

Products, as well as any of their components or ingredients, are not allowed on Walmart Marketplace if they are grown, produced, manufactured, extracted, processed, sourced, or transported through any of the following countries or areas:

• Iran
• Cuba
• North Korea
• Syria
• The following regions in Ukraine:
  • Luhansk People’s Republic
  • Donetsk People’s Republic
  • The Crimean Peninsula

Prohibited products by category

Walmart Marketplace also reserves the right to suspend your listings if you fail to meet the requirements for certain categories like:

• Alcohol
• Baby products
• Cosmetics
• Digital goods
• Food products
• Home goods
• Plants and seeds
• Tobacco, e-cigarettes, and vaping products

The product recall process on Walmart Marketplace

As a business owner, the first thing that comes to mind when you hear “product recall” is likely, what now? It’s a stressful situation, but Walmart Marketplace has a clear product recall process that can help you overcome the challenge. Follow these tried-and-tested steps to protect both your customers and your brand.

Step 1: Identify the issue and notify Walmart Marketplace immediately

Customers are 2.4 times more likely to stick with a brand when their problems are resolved quickly. That’s why, when dealing with an issue, the speed of your response can make a big difference for your consumer loyalty. Taking responsibility shows your commitment to your stakeholders and helps you maintain good relations with them.

So, if you suspect your product has a safety or compliance issue, don’t wait. Act fast and let Walmart Marketplace know right away. Walmart also closely monitors regulatory bodies, so quick action helps you stay compliant and your business running smoothly.

Step 2: Stop sales and remove listings

Take down your listings as soon as you learn of any potential issues, no matter how small they seem.

For example, say a product is labeled “gluten-free” but still contains traces of gluten due to cross-contamination during manufacturing. Some might think it an insignificant labeling error, but for people with gluten intolerance, it could pose a serious health hazard. Even a small labeling mistake can compromise your brand’s integrity and, more importantly, your customer’s safety.

So, make it non-negotiable to stop sales immediately upon discovering an issue. That way, your incorrectly labeled product will no longer be sold or circulated, which minimizes the risks and potential damage to your brand and customers.

Step 3: Notify customers

Although it’s an unpleasant communication, you must notify buyers of the recall immediately. Your product is already out there, and some people may have already added it to their carts, have it on the way, or even consumed it.

Reassure your customers that you’re actively addressing the issue and will provide clear instructions on what they should do next.

Step 4: Handle returns, refunds, and exchanges

The quality of aftersale service is a highly influential conversion driver. In fact, 60% of consumers choose to buy from one brand over another based on their service expectations. So, whether it’s returns, refunds, or exchanges, these issues must be handled urgently and carefully.

Granted, the volume of requests following a recall can be overwhelming, but partnering with a reliable logistics provider can ease the burden, especially if it’s your first recall. They can process your recalled items efficiently so customers receive refunds or replacements quickly.

Buyers talk, and dissatisfied buyers are especially vocal, sharing negative experiences with 15 people (and 13% griping to more than 20). Any inefficiency on your part, therefore, can lead to an even greater loss. Act swiftly and professionally to protect your brand and maintain consumer trust.

Step 5: Collaborate with Walmart Marketplace’s compliance team

It’s good practice to collaborate with Walmart Marketplace’s compliance team regarding your recalled products. Providing any necessary clarifications or additional information will:

• Prevent miscommunication
• Speed up the recall process
• Demonstrate your commitment to following the platform’s policies and regulations

This proactive approach helps resolve the problem more efficiently and reinforces your dedication to maintaining high standards and trust on the marketplace.

Step 6: Evaluate and prevent future issues

Once everything is settled with your customers and Walmart Marketplace, take the opportunity to reflect on how you can improve your business. Whether it’s quality assurance or item procurement, use this as a stepping stone to refine your processes and prevent similar issues in the future. Implementing stricter quality control measures or reassessing your suppliers can go a long way toward lowering the risk of recalls down the line.

5 Responsibilities every seller on Walmart Marketplace should know

Selling on Walmart Marketplace offers exciting opportunities, but it also comes with important responsibilities. To maximize the platform’s lucrative potential and avoid major issues, be sure to take the following actions.

1. Stay compliant with Walmart’s guidelines and industry standards

Walmart Marketplace has detailed policies and guidelines that help ensure the safety, legality, and quality of all listings. It’s important to familiarize yourself with these rules to prevent costly missteps.

Tip: Designate a team member to be your marketplace guru, or partner with a logistics solutions provider that’s knowledgeable in navigating Walmart Marketplace and other platforms. Having a go-to expert is an asset in keeping things running seamlessly.

2. Secure any necessary permits or licenses

Some product categories require pre-approval before you can list them on Walmart Marketplace. To save time and prevent unnecessary setbacks, secure the documentation you need and verify you’ve met all requirements.

3. Cover any penalties for non-compliance

Walmart has the right to remove any product listings incompatible with their brand or that violate laws, policies, or other guidelines. Depending on the severity of your recall, the marketplace may also implement corrective actions to protect their standards and customers. Measures could include suspension or termination of your account.

Note that this is separate from your compliance with other regulatory bodies. Any penalties or requirements from external authorities are your responsibility to manage and resolve.

4. Implement rigorous quality control measures

Strengthening your quality control process should be a top priority as you grow your business. That entails:

• Vetting your suppliers
• Thoroughly testing your products
• Ensuring proper labeling

Following these steps will drive long-term success, minimize the risk of future recalls, and avoid the ensuing consequences.

5. Employ active monitoring and reporting

While you don’t need to get involved in every minor detail of your business, staying informed is crucial as a responsible business owner. Retain experts who can update you on your inventory, product listings, and potential issues to help you without feeling overwhelmed.

Wrapping up — Streamline product recalls on Walmart Marketplace

Product recalls are a nightmare, but with the proper procedures in place, you can limit your profit loss while protecting your brand image. Familiarize yourself with Walmart Marketplace’s policies and regulations to reduce the chances of product recalls and listing removals in the first place. In the event they do occur though, take swift action to pull items off the virtual shelves and communicate with customers to support transparency, remedy issues, and mitigate the damage done.

You can offload much of the process by partnering with MyFBAPrep to handle the returns portion. From shipping and fulfillment to regulatory compliance, our team is equipped with the expertise to help you optimize your presence on Walmart Marketplace.

If you’re ready to realize the platform’s full potential for your business, connect with us today and see how we can assist you.