Change in return compensation

We are changing this compensation policy to make it fairer for all partners. Currently, the compensation policy for partners is the same as for customers: when a return takes too long to arrive, we register it as RLIM (Return Lost In Mail) to keep the customer satisfied. This means we automatically compensate you as a partner, even though many of these items already have a delivery scan and do reach you. As a result, we often provide too much compensation in practice.

Therefore, as of October 1, 2025, we are adjusting our policy for issuing compensation for missing return shipments. By discontinuing this compensation and reallocating resources, we can keep our services attractive and invest in improvements that benefit all partners. We will continue to issue reimbursements to your customers.

• No compensation will be issued if the track & trace shows the status 'delivered' at the return service via bol.

• If you are eligible for compensation, for example, when the track & trace status remains 'in transit', we will still issue compensation to you worth 25% of the sales value excluding VAT.

• Process return shipments as quickly as possible after receipt. A long processing time leads to a higher number of lost return packages.

• Ensure a clear and secure delivery location for couriers.
• Return shipments are sometimes delivered to a parcel point. Try to prevent this as much as possible. If this is not possible, courier service apps can help to monitor deliveries better.