Improvements in enforcing service standards

We are accommodating well-performing partners by not issuing a strike for a minor infringement of the 'items on time' standard. The mechanism for 'offsetting strikes with excellent performance' is being improved, and we are clarifying communication regarding exceptions, for example, during technical issues.

Mistakes can happen, which is why we've decided not to immediately penalise partners who perform well in the long term if they fall slightly below standard for one week. If partners score between 90% and 93% for 'items on time' and demonstrate good performance over a longer period, no strike will be issued. This will be communicated via a banner in the seller account.

Unfortunately, we've noticed that some partners misuse the mechanism for offsetting strikes through excellent performance to cover up poor performance during peak periods. This is not its intended purpose. Therefore, we are setting thresholds for removing a strike. If performance on certain service standards is too low, the strike can no longer be removed using this method.

Unfortunately, technical issues can occur with bol and our logistics partners. When this happens, we try to accommodate our partners as best as possible when assessing service standards. However, our current communication is not clear enough, leading to unnecessary questions about these issues. To create more clarity, we will proactively communicate about the measures we take during technical issues and when we temporarily lower service standards.

Read more about the service standards.