Unwanted communication

What is not allowed, for example:

• Inappropriate language, such as swearing or threatening, towards customers.
• Inappropriate language, such as swearing or threatening, towards bol employees.
• Answering customer questions asked in Dutch in another language.

What is not allowed, for example:

• Offering a customer a solution on the condition that the customer posts or changes a review.

What is allowed

• Informing a customer about the option to leave a review on bol, without influencing the rating or content of this review.
• After solving the issue (without expecting anything in return), you may ask a customer to freely reconsider their review, without influencing the rating or content.

What is not allowed, for example:

• Sending an email or postal mail to customers if it is not necessary for processing an order. This includes a newsletter or brochure with new product range or reduced prices.
• Any type of review request in a separate email.
• Sending one or more emails to a customer with shipping updates and/or, for example, a separate track and trace, unless the customer requests it.

What is allowed

• Automatically sending a customer a (VAT) invoice by uploading it via the 'invoice requests' tab or the Retailer API.
• A request for an honest item review on bol (literally mention 'honest review' in the email), provided this request does not lead to an additional email to the customer.
• If a request for a VAT invoice is made, the customer may be informed about the option to leave a review on bol, without influencing the rating or content of this review.

What is not allowed, for example:

• Not responding when a customer creates a case.
• Not responding when bol tries to contact you.
• Providing incorrect contact information to bol or customers.

Good to know: If you have multiple seller accounts, in the event of an 'Unwanted communication' policy violation, we have the authority to deduct the corresponding number of points from all your accounts linked to the same Chamber of Commerce number.

You can find more information about policy points and other categories of policy violations here.