What is taken into account

When calculating your service standards performance, the following situations are taken into account:

• Disruptions at bol: For example, during order confirmation, displaying delivery dates, or in the API connection.
• National strike or disruption at a delivery service: For example, when a delivery service provides incorrect delivery dates.
• Strike or disruption at a depot: This only applies when it affects multiple partners. An official letter from the delivery service is required to determine whether or not this counts. Please note: capacity problems, heat disruptions, and delays are not valid reasons to remove strikes; an official letter from the delivery service is not sufficient for these.
• A temporary disruption in processing your track & trace number: It is, however, possible to provide your track & trace number later.
• Content has been changed by another partner: When you previously offered items via bol with the correct information, and these are now being cancelled due to incorrect content. In that case, temporarily take your item offline and contact Partnerservice.
• Incidents: We take incidents into account, looking at both a percentage and an absolute limit. If you don't meet the percentage limit, but it only involves 1 or 2 items in that week? Then we don't consider this a bad week, as measurement only starts from 3 items. Does an incident affect multiple weeks? Unfortunately, this is not yet taken into account in the measurement.

It is very frustrating to experience a disruption or incident. That's why we take these into account as much as possible, and there is also room for less successful weeks. Unfortunately, disruptions or incidents that only apply to you are not taken into account. These will still count towards the service standards, such as:

• An individual disruption at the delivery service: If your delivery is not picked up or delivered on time, this score will still count. If this happens structurally, it is advisable to extend your delivery time or switch to another delivery service.
• A technical problem with your intermediary: It can happen that you experience a technical problem through your intermediary. Since you choose which intermediary you work with, it is also up to you to decide how to deal with the technical problem to prevent as many customer disappointments as possible. If there are structural technical problems, address this with your intermediary.
• You are in the process of improving: If you are in contact with your delivery service or intermediary to improve your performance, the orders you process in the meantime will still count towards the service standards – after all, your customers are still affected.
• Multiple items in one order: Service standards are calculated based on the total number of items ordered. If you have multiple items in an order and this delivery is late, each individual item will count.
• Incorrect track & trace number provided: In that case, the customer receives an incorrect track & trace number, which amounts to no track & trace number.
• Holiday: Even when your shop is temporarily closed, we expect you to handle customer inquiries via email within 8 working hours. If you can't do this, for example, because you're on holiday? Then we advise you to create an employee account so someone else can answer your customer inquiries. We also recommend going on holiday during a quiet period, so you don't receive as many customer inquiries when you're away.