Service standard 'Items on time' changes

The target value for 'Handed over on time' will increase from 93% to 95%, while the standard for your own shipments remains the same. Do you use both shipping methods in one week? Then make sure you meet both target values for a positive result. You will receive a strike if you fall below one of these target values.

The first strikes based on these new standards will be calculated on August 12, 2026. This will apply to orders from week 31. From July 27, you can already see your performance on both service standards in your seller account.

This adjustment has no effect on the quality score or the buy box. This change does affect "lower chance of strikes" and "making up for a strike".

With a quality score of 75 or higher and between 90% and 93% on the 'Delivered on time' service standard, you will not receive a strike for this service standard. For the 'Handed over on time' service standard, you will not receive a strike if you score between 93% and 95% and have a quality score of 75 or higher.

Strikes normally remain valid for 22 weeks. However, your strikes can expire if for 2 definitive * weeks in a row you:

• have sold at least 20 measurable items
• have delivered at least 98.5% on time for the 'Delivered on time' service standard
• have handed over 100% on time for the 'Handed over on time' service standard
• have a maximum of 0.5% cancellations
• have handled at least 90% of customer questions within 24 hours.

*Please note: a week is 'definitive' 10 days after it has ended, because we need to collect all data.

In addition, a strike in a certain week is only eligible to expire if in that same week you:

• score at least 80% on the 'Delivered on time' service standard
• score at least 85% on the 'Handed over on time' service standard
• have handled at least 70% of customer questions within 24 hours
• have a maximum of 10% cancellations