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Self write off LIM shipments

With this function, you can self write off shipments that went missing during transit (Lost in Mail, or LIM) via your seller account. This saves time and reduces the need to contact Partnerservice.

Please note

This function is only available for orders with your own shipping method. Returns, orders shipped via Logistics via bol, Shipping via bol or shipping label via bol cannot be written off this way.

When can you write off a LIM shipment?

You can write off an item or order if:

  • The order has been processed and shipped.
  • The order was sent using your own shipping method.
  • The order has not yet been fully written off.
  • There has been no update in the Track & Trace for at least three days.

Tip: Always wait at least three days after the last Track & Trace update before writing off. This prevents a package from still being delivered.

When can you not write off?

You cannot write off an item or order if:

  • The order has not yet been shipped.
  • The order was shipped via Shipping via bol, Logistics via bol, or shipping label via bol.
  • The order has already been fully written off.
  • The order is older than 60 days (in which case, please contact Partnerservice).

How to write off a LIM shipment

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Step 1: Go to the customer query

Open the customer query in your seller account. Don't have a customer query yet? Then initiate customer contact yourself based on the order number. Choose the option:

“No, the customer query has not yet been resolved. I will leave the customer query open.”

Then send the email. The customer query will open automatically.

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Step 2: Go to the write-off screen

Click the "Write off item/order" button. Here you can see if the order is eligible for write-off.

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Step 3: Select the item or order

  • You can select one or more items from the same order.
  • Choose the correct quantity if there are multiple units of the same item.
  • Click the checkbox to select the item.
  • Do you want to cancel the write-off? Then click Go back.
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Step 4: Confirm the write-off

Click "Confirm" to finalize the write-off.

Please note: This action cannot be undone. Customers will receive the purchase amount back. This will then be settled on the sales invoice.

After confirmation, you will see on the timeline that the item has been successfully written off. The customer query will then be handled in the usual way, for example, via an email to the customer.