Service Framework
Fast delivery is incredibly important for customers. Fulfilling that delivery promise is perhaps even more important: customers expect us to deliver what we promise. We naturally do everything we can to meet this delivery promise. But that's not always possible. Below, you can read how we work together to ensure that customers still see the correct delivery promise.
What is the Service Framework?
The Service Framework means that for some items shipped via Logistics via bol, we temporarily extend the delivery time. This means customers will see a longer delivery promise for these items. This could be an extension of 2 hours, but it could also be that the delivery promise needs to be extended by several days. We always choose the shortest delivery time that the available capacity allows.
For example:
- Without Service Framework: Ordered before 23:59, delivered tomorrow
- With Service Framework of 2 hours, this changes to: Ordered before 22:00, delivered tomorrow
- With Service Framework of 1 day, this changes to: Delivered by [date 2 days later] at the latest
When is the Service Framework used?
The Service Framework is applied when we are temporarily unable to deliver as quickly as we would like to promise. For example, due to high demand in the delivery network, during holidays, or due to a system malfunction. Research shows that on-time delivery has the biggest impact on customer satisfaction. Customer satisfaction is the most important thing for us and for you as a partner to focus on. We naturally want to prevent as many unnecessary customer inquiries and negative reviews as possible. With the help of the Service Framework, we can continue to fulfill our promise to the customer, ensuring that customers are satisfied and keep coming back.
Good to know
If you see that the Service Framework is active on your item pages and you can deliver faster yourself, you can choose to temporarily ship these items from your own stock.
How is the Service Framework determined?
The extension of the delivery promise is determined per shipping method, fulfilment center & time of day. This could mean, for example, that a certain item has a different delivery promise in the morning than in the afternoon. To determine this per item, we have developed an index score that minimizes the impact on our customers as much as possible. The calculation of this index score considers various components. For example, we look at customer demand, how good the offer is compared to the competition, and also the importance of the delivery promise for a specific item.
Frequently asked questions
about the Service Framework for Logistics via bol