Shipping damaged or missing (LIM)

When shipping an order, something can always unexpectedly go wrong. As the sender of the shipment, you are responsible for handling questions or complaints – for example, in the event of damage or loss. To help the customer as best as possible, we recommend the following:

If you receive a complaint that the item arrived damaged or incomplete, you can ask the customer to send you photos showing the condition in which they received the item. You can resolve it for the customer by arranging a re-shipment at your own expense or by having bol refund the customer.

Damage for shipments with your own delivery service

For damage to shipments with your own delivery service, you can handle it directly with the delivery service. It is not possible for bol to assist you with this or to provide compensation.

Damage for shipments with bol shipping label – PostNL or bpost

For PostNL and bpost shipping labels, we are still investigating how to make the process as easy as possible. Currently, it is possible to contact Partnerservice regarding damage.

What we can do for you always depends on the situation, so please chat or email us the following details so we can assist you further:

• The order number
• Track & trace code
• Photos of the packaging and the damaged contents

Has the item not arrived at all? Then check the status of the item using the corresponding track & trace number. Based on this information, you can then initiate an investigation with the delivery service. Below, you can read how to do this.

If, after investigation, the delivery service confirms that the order has been delivered, but the customer states that it has not been received, please contact us. You can resolve it for the customer by arranging a re-shipment or by having bol refund the customer. For a refund, you can forward the customer case to bol by selecting 'Need help with customer query' at the top or bottom of your account. Or contact Partnerservice.

Initiating an investigation for shipments with your own delivery service

For shipments with your own delivery service, you must directly submit a request for investigation to the delivery service.

Shipment lost with shipping labels via bol – Bpost or PostNL

With shipping labels via bol, you can easily purchase shipping labels from carriers PostNL and Bpost. Currently, items that go missing during outbound shipment via this shipping method are often compensated by bol as a gesture of goodwill. The compensation for the sales value of the item, excluding VAT, is 25% for PostNL and 75% for Bpost.

We kindly ask you to email the following information as soon as possible to zakelijkverkopen@bol.com:

• The order number
• Track & trace code