Response time

Quickly responding to customer inquiries has a positive effect on customer satisfaction. For this reason, your response time is measured, and we expect that 90% of your customer inquiries are handled within 24 hours. If, in one week, you do not provide an initial response to 10 or more new customer inquiries within 24 hours, and you answer less than 90% of customer inquiries within 24 hours, you will receive a strike. Depending on your country of establishment, official Dutch & Belgian public holidays are taken into account; these days do not count. Weekends also do not count.

A service standard is not optional, as we want to guarantee quality to the customer. Therefore, every service standard has a minimum quality standard. If you do not meet the 'Response time' service standard, you will receive a strike. You will be informed about this by email on Wednesday. You can find more information about strikes here.

Even when your shop is temporarily closed, we expect you to handle customer inquiries via email within 24 hours. If this is not possible, for example, because you are on holiday, we recommend creating an employee account so that someone else can answer your customer inquiries. We also advise you to go on holiday during a quiet period, so you don't receive too many customer inquiries while you're away.

If you have not responded to at least 10 new customer inquiries within 24 hours in 1 week, we will send you an email about it, so you can improve this point. Curious about your response time score? You can find your score on the 'Performance' page in your seller account.