Frequently asked questions and answers about how we operate

On this page, you'll find frequently asked questions about how we operate. If your question isn't listed, please contact our Partnerservice, for example via the chat in your seller account.

Why does bol share the differences between bol as a seller and partners?

We believe it's important to be transparent with our partners. We want to consistently comply with European laws and regulations. By sharing the differences, we create clarity about how we operate. We believe this is crucial for a good collaborative relationship with our partners.

What changes for me as a partner?

Nothing changes for partners. The way the platform works remains the same. In these tightened Conditions of Use Professional Sales via bol, we explain how we operate and what that means for partners.

Why are there differences between bol as a seller and partners?

That's because 25 years ago, we started as an online store and then evolved into a platform with partners. This transformation led to differences. We will equalize some of them, such as making Select Deals possible for partners. We will offer this in 2025.

There are also differences inherent to our platform where bol is also a seller. bol as a seller plays an important role on the platform by offering a wide and competitively priced product range that is delivered quickly. This keeps bol attractive to customers, which is also essential for partners on the platform.

Strikes and policy points

Why don't strikes and policy points apply to bol as a seller?

Due to the transformation from a webshop to a platform, we observed a decline in the quality of the offer. Strikes and policy points were then introduced to ensure the quality of partners' offers, to continue complying with laws and regulations, and to meet our customers' expectations.

bol as a seller plays an important role on the platform by offering a wide and competitively priced product range that is delivered quickly. This keeps bol as a platform attractive to customers.

bol as a seller must adhere to the same obligations as professional sellers to ensure that the product range complies with laws and regulations and our own policy. bol does not receive strikes and policy points, as it is not in the platform's interest to shut down bol.

How do you choose which content customers see?
Every item has its own product page. When you sell an item that is also sold by other providers, you share the product page. To display the best content on that page, you can modify existing content. You can do this yourself, and other providers can too. Based on several conditions, the algorithm selects the best content for the customer, and we display this on the product page. However, it is possible for professional sales partners to object to rejected content. With this process, under “modified content”, you can click the “disagree” button to submit and explain your objection. A content specialist will manually process and review this. If the objection is rejected and you don't agree, you can resubmit the objection.

Our supplier also has good content, can they provide it for me?
A supplier can create a supplier account and request brand registration. Are you an official distributor? Then you can sign a Bill of Authority with the brand owner so that you can manage content on behalf of the brand owner. Click here for more information on this topic.

When can customer reviews be removed?

After placing an order, the customer has the option to leave a customer review for you as a seller. The customer review covers your overall performance, content, delivery time, and delivery. Generally, a customer review can only be removed with the customer's consent, or under one of the following conditions:

• The review violates the law;

  
  Personal contact details are shared in the review;

• The entire review is a product review (in this case, delivery time and service were not reviewed);

• The review is demonstrably fraudulent;

• The review demonstrably concerns a purchase from another partner.

I use Logistics via bol, shouldn't my review be directed to you, since you handle the shipping?

After placing an order, the customer always has the option to leave a customer review for you as a seller. The customer review covers your overall performance, content, delivery time, and delivery. If you use our Shipping via bol or Logistics via bol service, the customer can still provide a review about the delivery time and delivery. This review reflects your choice of shipping. As the selling party, you are responsible for the delivery promise you make and the entire shipping process to the customer. You can decide which party you work with. Therefore, both positive and negative reviews count.

As a partner, we are available 24 hours a day, can we also use live chat?

It's great that you are always available to customers; this applies to email and telephone channels. However, it is not possible to use live chat or a similar channel, as its development requires more than our available IT capacity allows. Additionally, the majority of partners are not yet available 24/7.

I use Shipping via bol/Logistics via bol, can Billie, the chatbot, also answer questions about delivery for my customers?

Yes, for partners who use Shipping via bol or Logistics via bol, our chatbot Billie has insight into the delivery status from the moment the item is transferred from the professional sales partner to bol. This way, Billie can directly help the customer and provide the answer.

The 'moment of transfer' is important here. If you use a bol delivery agreement and take the item to a PostNL point yourself (with Shipping via bol), Billie can only help if the item is actually at that PostNL point. Until then, we have no data, and you are responsible for delivery inquiries.