Process & ship orders

Orders placed and delivered via Logistics via bol can be found in your seller account under the ‘Orders’ tab. Do you only use Logistics via bol for part of your product range? You can filter these orders by selecting ‘Own delivery’ or ‘Logistics via bol’.

The following situations may occur with orders:

• Package lost in transit
  It can happen that an order is lost in the shipping process between the Fulfilment center and the customer after we have sent it (‘lost in mail’ or ‘lost in dropshipper’). In such cases, bol will reimburse the costs you incurred for Logistics via bol and a portion of the item's sales value. In appendix 1 of the terms and conditions you can find the reimbursement percentage per item.
• Customer requests a VAT invoice
  Should you receive a message from the customer or via customer service requesting a VAT invoice, please send this invoice directly to the customer. On the ‘Orders’ page, you will find the customer’s name and address details required for preparing and sending the invoice.
• A customer has a question about a Logistics via bol order
  When you use Logistics via bol, all questions regarding orders and returns are handled by our customer service. This means fewer questions will be forwarded to you. If there are questions that require your expertise, we will refer the customer to you.
• You want to contact your customer
  Do you want to contact a customer about a Logistics via bol order? You can do this via the ‘Email customer’ button in your seller account – found next to the relevant order on the ‘Orders’ page.
• The customer wants to give you a review
  Even with a Logistics via bol order, the customer can give you a review. This works the same way as with regular orders, and the scores count accordingly. If you have questions about a specific review, you can always contact Partnerservice.