Bol & ACM reach agreements on further transparency improvements to the platform
Every day, bol brings together millions of customers and thousands of selling partners. This requires a platform where customers know what to expect and selling partners can rely on clear information, fair competition, and transparent rules. Given bol’s position in the Dutch market, the Netherlands Authority for Consumers and Markets (ACM) conducted an investigation into several aspects of how our platform operates. This included our communication with selling partners, competition between sellers, and the way prices are displayed. Based on its investigation, the ACM did not establish any violation of laws or regulations. However, bol and the ACM have agreed on a number of further improvements to the platform, aimed at increasing transparency, clarity, and ease of use for both consumers and selling partners.
More insight and clearer communication
Throughout the investigation, bol worked constructively with the ACM. During the same period, we implemented several improvements to our platform and reached agreements that have been laid down by the ACM in a draft commitments decision.
For example, we will communicate more clearly about the options available to selling partners to appeal decisions that affect them. We are improving our complaints handling process, enhancing the operation of the Buy Box, and making additional data and analyses available to help partners better respond to customer needs. In addition, selling partners can participate in Select Deals under the same conditions as bol, and we have further clarified our terms and conditions.
For our customers, we have made it clearer how prices are displayed and have made contact options even easier to find.
Making bol even better for everyone who uses it
These improvements provide greater clarity about how the platform works for both customers and selling partners, while strengthening trust in the way our platform operates.
Jorn Palm, Chief Legal Officer at bol: "Millions of customers and thousands of selling partners choose bol every day. That means it must be clear to everyone how our platform works and which rules apply. We appreciate the constructive dialogue with the ACM and are pleased with the conclusions and agreements that have resulted from it. They help us further increase transparency on our platform and make bol even better for everyone who uses it."
The agreements with the ACM align with our ambition to make bol better every day. Together with regulators, customers, and selling partners, we will continue working towards a platform that is reliable, transparent, and easy to use.