Change in compensation for damaged or missing parcels
Currently, parcels that are damaged or go missing during outbound (LIM) or return (RLIM) journeys are often compensated as a gesture of goodwill. For shipments sent or returned via your own shipping method or the return label via bol (return labels), we have no influence on the operational process. Therefore, as of July 1, 2023, we will stop compensating shipments you send via your own shipping method. For shipments with the return label via bol, the RLIM compensation will be reduced to 25%. The compensation policy for the shipping label via bol, Logistics via bol, and Shipping via bol remains unchanged.
Why is the compensation policy changing?
bol plays no role in the operational process of your own shipping method and the return label via bol. This process is fully carried out by the delivery service. Therefore, as of July 1, 2023, we are adjusting our policy for paying out compensation for damaged or missing parcels. We will continue to pay compensation to your customers.
What exactly is changing?
- This change to the compensation policy will apply from July 1, 2023, for shipments sent or returned via your own shipping method and the return label via bol.
- The above shipments with a drop-off scan after July 1, 2023, will no longer be eligible for the current compensation via bol.
- For shipments via your own shipping method, you can submit a claim directly to the delivery service to receive compensation. This compensation is €3.40 per kg with most delivery services.
- For shipments with the return label via bol, we will handle the complaint submission for you. If you are eligible for compensation, we will pay you compensation equivalent to 25% of the sales value excluding VAT.
Do you want more certainty when shipping your parcels? Then use our services Logistics via bol (outbound and return) or Shipping via bol (outbound). For these services, compensation of 75% of the sales value excluding VAT for missing items remains applicable.