Flexibility from Nov 1 to Dec 13 for consistently good performance
In the past period, we've offered you extra flexibility through a temporary relaxation of our strike system. From November 1, we are extending this temporary flexibility for 6 weeks. This means that from November 1, for 6 weeks, you will be less likely to receive a strike from us. The conditions have changed slightly. How do you qualify for this? You can read about it here.
Customer expectations
Customers order via bol with certain expectations. It's important for all of us to meet these expectations together. This is the only way we can give them the best experience on our platform. To prevent customer disappointment, we will address you as a partner if your performance does not meet customer expectations. We do this using the strike system.
Meeting service standards
If, unexpectedly, you don't score sufficiently on the service standards 'Items on time', 'Cancellations', or 'Response time', you will receive a 'strike'. This tracks how many weeks you do and do not meet the service standards. If you receive too many strikes, this can have consequences for your seller account. On the 'Performance' page in your seller account, you can see how many strikes you currently have and monitor your performance against the relevant service standards.
Preventing a strike with good performance over a longer period
Normally, strikes remain valid for 22 weeks, and you can make up for a strike if you perform excellently for 2 consecutive weeks. From November 1, 2023, we are happy to offer you extra flexibility in this regard. This way, we're helping you a little extra in preparation for the busiest period of the year. Do you achieve good performance over a longer period? Then you will temporarily avoid your strikes. This reward applies to the strike you would receive that week and can be granted once every 3 weeks.
You are eligible if you meet the following:
An average score of at least 93% on the 'Items on time' service standard, measured over the last 22 weeks.
A score of at least 80% on the 'Items on time' service standard, in the relevant week.
You have a maximum of 2% cancellations, in the relevant week.
90% of customer inquiries are handled within 24 hours, in the relevant week.
You have not previously received this flexibility in the preceding 2 weeks.
Please note: the temporary flexibility is valid from November 1 to December 13, 2023. This means December 13 is the last day we will implement this flexibility.
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