Returns
This service standard measures the percentage of returned items. Learn more about how we measure this service standard and what you can do to improve your performance.
The target value
Returns have a dynamic target value based on the total number of items sold. A dynamic value means we take the type of items you sell into account. For example, if you sell electronics, you may have more customer questions and returns than a partner who sells office supplies. The target values align with this, so the score remains fair and relevant. The target value varies by product category.
General information
We see that partners with high return rates are less popular with our customers. This is understandable, but not all returns can be prevented. Consider, for example, customers who order multiple sizes of a single item and return what doesn't fit. These returns are unavoidable, and that's why we always try to exclude these specific cases.
Failure to meet the target value
The expected return percentage based on your sales is what we call your personal 'dynamic standard'. If you exceed this standard, we will inform you by email so you can adjust accordingly. Currently, this service standard does not count towards your performance score or strike system. This may change in the future.
Your performance on this service standard also counts towards your quality score. The quality score shows how you perform on bol and identifies opportunities for improving your quality. Read more about the quality score here.How to improve your score
- Ensure your content matches the item.
Provide a clear and honest product description that reflects what the customer receives. - Set a realistic price.
A good price-quality ratio ensures satisfied customers and fewer returns. - Analyse your return reasons.
View the returns overview and check which returns you can influence. For example, add a size chart for fashion or clearly indicate which accessories and/or model numbers are suitable for your item. - Use the Reverse ecosystem.
This helps you to prevent returns and handle them more efficiently.