Check on performance during the GrowStart period

We're here to help you get the most out of your business. That's why, during the GrowStart period, we regularly check your performance against the service standards for 'Items on time', 'Cancellations', and 'Customer questions'.

After your first 10 and 50 orders, you'll receive an interim update on your progress. After 100 orders, there will be an evaluation to review your performance against the service standards. You can also find this in your seller account under 'Performance'.

Evaluation moments

We monitor your performance at 3 points: after your first 10, 50, and 100 orders. After 100 orders, it will be determined whether you have met all service standards and thus successfully completed the GrowStart period. If not, your GrowStart period will be extended, and we will monitor you for another 100 orders.

Temporarily closing your shop

To ensure our quality, we rely on our data to determine if partners meet the service standards. Sometimes it can take a bit longer for orders to be fully processed, for example due to a longer delivery time or receiving returns. Therefore, we may temporarily close your shop (for a maximum of 9 days) if your performance falls below the standard. We need this time to gather the correct data about your orders and to help you with information and tips where needed. Once we have sufficient data, your shop will be reopened.

After 10 and 50 orders, we review your score on the 3 service standards: 'Items on time', 'Cancellations', and 'Customer questions'.

You will then receive an update from us indicating your progress. If you don't meet the service standards for a few orders, we'd be happy to help you improve your performance with information and tips.

After 100 orders, we will again review your score on the 3 service standards: 'Items on time', 'Cancellations', and 'Customer questions'.

Do you meet bol's service standards? Congratulations! Your GrowStart period is officially over, and you will then start the GrowPower period. From that moment on, your performance will be calculated differently. See here how performance is addressed during the GrowPower period.

If you still don't meet our service standards, we will temporarily close your shop so you can follow an e-learning course. This training takes about 15 minutes and helps you improve your performance and prepares you for the GrowPower period. Once you've completed the training, you can reopen your shop yourself the next day under 'Shop status' in your seller account. Your GrowStart period will also be extended by 100 orders – up to a total of 200 orders.

If you did not meet the service standards after the first evaluation, we will monitor you for another 100 orders. Here too, after 50 orders, we will send an interim evaluation of your progress. Do you meet the service standards after these next 100 orders? Congratulations! Your GrowStart period is officially over, and you will then start the GrowPower period. From that moment on, your performance will be calculated differently. See here how performance is addressed during the GrowPower period.

If you still don't meet our service standards, there are different consequences depending on the standard you fail to meet. If you fail to deliver on time, we will extend your delivery time. If you cancel too many orders, we will temporarily take these items offline. If you have too many customer questions, we will ask you to send your orders with a track and trace number. Your GrowStart period will again be extended by another 100 orders – up to a total of 300 orders. This gives you a final chance to improve your performance.

If, after both the evaluation after 100 orders and after 200 orders, we find that your performance is far below bol's service standards, your shop will be closed, and you will no longer be able to sell via bol.

The image below shows when your performance is far below the service standards.

• Read this page for an explanation of the dynamic norm for customer questions