This has been improved in the strike procedure
Good quality ensures that customers return more often, which is why it's important to collectively provide the best service! This way, together, we form the best shopping platform in the Netherlands and Belgium. That's why we have service standards to ensure quality. From September 7, the way we track your number of strikes will change. In this news article, you can read what this means for you.
If you received a first strike for a change, a 24-week monitoring period would start. If you continued to perform sufficiently during these 24 weeks, this monitoring period would automatically end. However, from September 7, we will completely stop this monitoring period. From that moment on, for every partner, we will look at the definitively calculated performance of the past 22 weeks. It will no longer matter if you have (a) strike(s) and when you received them.
This is what it will look like
In the new calculation of the service standards, we look at the number of strikes received in the 22 most recent definitive weeks. An example of this is shown below.
Each week, a new week will be added, and the oldest measurement will expire. This means the period over which performance is measured will continuously shift by one week. This means strikes expire after 22 weeks. In the example below, you can see that when week 35 is definitively calculated, week 12 expires. So, the strike, if you received it in week 12, also disappears.
What happens when you receive strikes does not change. The improvement plan that needs to be completed if there are 5 strikes will therefore remain. And if you have accumulated 7 strikes in this 22-week period? Then your seller account will be permanently closed.
This calculation might seem familiar to you. It is comparable to the calculation of the performance score. For this, we look at the last 6 weeks that have been definitively calculated.
Previously earned strikes
Did you receive a strike for week 30 or earlier weeks? Then it will expire on September 7. Only strikes issued from August 3 onwards will count, even in the new system. This applies even if strikes were received during a monitoring period that has already concluded by September 7. Please keep this in mind.
Until September 7, the current rules apply to any strikes you have received up to that point.
For example: You received a strike for week 28 (July 12 - 18) and week 33 (August 16 - 22). On September 7, the strike for week 28 expires, and you will still have 1 strike remaining.
A fairer and clearer system
With this new system, the same period is reviewed for all partners. This creates a more complete and fairer picture of each partner's performance. Finally, it also makes it clearer and more transparent for you as a partner to see which weeks count towards your total number of strikes.