Evading service standards
‘Evading service standards’ is one of the categories of policy violations that we monitor. 'Evading service standards' includes all activities aimed at circumventing the applicable service standards. This applies to both the GrowStart and GrowPower periods. On this page, you can read what we mean by this.
Circumventing the strike process (applicable to GrowPower and GrowStart)
What is not allowed, for example:
- Creating a new seller account, or switching to an existing seller account because you have received one or more strikes and/or policy point reduction.
- Creating a new seller account, or switching to an existing seller account to prevent a (temporary) closure.
- Creating a new seller account, or switching seller accounts while you need to submit an improvement plan.
- Creating a new seller account, or switching seller accounts to prevent receiving a strike.
What is allowed:
- Have 1 seller account for the Netherlands and 1 seller account for Belgium.
- Place a maximum of 2 (test) orders through your customer account with a maximum of 2 items per quarter (i.e. every 3 months), for example to test your intermediary.
What is not allowed, for example:
- Placing (or having placed) false orders.
- Placing orders in your own seller account.
- Asking customers to cancel an order or return it so you don't have to cancel it yourself.
- Reporting an order as returned yourself, without the customer having received the order or returned it themselves.
Circumventing the 'response time' service standard (applicable to GrowPower)
What is not allowed, for example:
- Closing a customer query (case) while there are still open actions.
- Handling a customer query (case) without addressing the question in substance.
- Sending a standard 'waiting email' or automatic response to meet the response time.
What is allowed:
- Sending a standard 'waiting email' or automatic response, provided that the substantive response is sent within 24 hours.
Circumventing the 'delivered on time' service standard
What is not allowed, for example:
- Placing (or having placed) false orders.
- Placing orders in your own seller account.
- Entering an incorrect track-and-trace code.
- Not entering a track-and-trace code where it is mandatory.
- Entering an incorrect carrier.
- Asking customers not to confirm delivery via the confirmation email.
Influencing the 'Customer reviews' service standard
What is not allowed, for example:
- Customer reviews from non-existent people.
- Writing one or more customer reviews for orders you placed yourself.
- Having one or more customer reviews written by friends / acquaintances.
- Placing negative customer reviews for other partners.
- Influencing the tone, tenor, or content of a customer review.
- Offering compensation for writing a customer review.
Good to know: if you have multiple seller accounts, in case of a policy violation 'Evading service standards', we have the authority to deduct the relevant number of points from all your accounts linked to the same Chamber of Commerce (KvK) number.
Find more information here about policy points and other categories of policy violations.
Please note!
The examples on this page are for illustration purposes only and are not exhaustive.
