Corrections to Strikes and your Quality Score
Sometimes things go wrong that you can do little about. Think of a bol malfunction, a strike by a delivery service, or a personal emergency. In such cases, we try to take this into account when calculating your performance. On this page, you can read when we do and when we don't.
When do we and don't we take your situation into account?
In the table below you can see in which situations we can offer accommodation, and when we cannot. We distinguish between accommodation for strikes and accommodation for the quality score.
Until 24 June 2026, the performance score still applies to the buy box. Until then, we will grant any accommodation on the performance score.
From 24 June 2026, the performance score will be discontinued and replaced by the quality score. We will then grant any accommodation on the quality score.
Please note: these are our general guidelines. We assess on a case-by-case basis and may deviate from our guidelines in specific situations; both to your advantage or disadvantage.
Please note
We always apply corrections retrospectively. Only after a day (for Quality Score corrections) or week (for Strike corrections) has been definitively calculated, can we determine the impact of an incident on your scores. Partnerservice cannot provide a definitive answer on this in advance.
Additional explanation of the table:
Serious personal situations: If the consequences of, for example, a fire/death/collision/long-term illness persist for weeks, and you have not contacted Partnerservice, the correction expires.
So please contact Partnerservice as soon as possible in the event of major personal circumstances.
Capacity problems at delivery services/extreme weather conditions: These are exceptional situations that affect the delivery performance of almost all partners at the same time. We always look back first to see what the impact was. Depending on that, we take appropriate measures, such as a temporary reduction of the service standard or a correction rule.
Test orders: You can find more about this specific topic here.
Take action yourself: We also expect you to take action yourself if you notice that your performance is under pressure. For example, extend your delivery promise if you know that delivery in your situation needs a bit more time. This prevents disappointed customers as well as unnecessary strikes.
How do you know if a correction has been applied?
If we apply a correction, we will let you know via email or a notification in your seller account. Do you have questions about accommodation or do you think you are entitled to a correction? Please contact Partnerservice.
