Process for 'item not delivered' adjusted
To prevent unjustified ‘not delivered’ claims from customers, we no longer look at the promised delivery date (communicated at the time of order), but at the expected delivery date from the track & trace. This means we no longer write off the shipment if it is still in the shipping process, but take deviations in the shipping process into account.
After the expected delivery date, we can conduct additional carrier and customer investigations (if bol deems it necessary). An item can only be marked as ‘not delivered’ after 2 delivery days past the expected delivery date, instead of the current 5 calendar days.
Below, we outline 2 examples to clarify the change in the process.
Example 1: Customer adjusted the delivery date after ordering
- A customer orders an item with a promised delivery date on Tuesday (communicated at the time of order).
- The customer then moves the package delivery by 3 days. This is now Friday. This is the expected delivery date.
Old situation
Previously, we could mark an item as 'not delivered' 5 calendar days after the promised delivery date. This would mean it would be Monday.
New situation
In the new process, we apply 2 delivery days after the expected delivery date and include other deviations in the shipping process (customer moves delivery day). This brings you to Tuesday.
With this process adjustment, we prevent an item from being marked as 'not delivered' while it is still in the shipping process, and we only process a customer claim if an item has been delivered according to the track & trace. If a carrier postpones the expected delivery date, we will also take the most recent expected delivery date into account.
Example 2: Customer claim for delivery status 'delivered' in track & trace
If a customer indicates that an item has not been delivered while it is shown as delivered in the track & trace, we will give the carrier an additional 2 delivery days in the new process to still deliver the item. If this does not happen, then in addition to any carrier investigation, a customer investigation will also be conducted (if bol deems it necessary).
Old Conditions of Use Professional Sales via bol (article 7.2)
If an order has not been received by the Customer 5 working days after the agreed delivery date, or after the last day of the agreed delivery period, the order will be marked as not delivered by bol. The Customer will then have no payment obligation, and no payment will be made to the partner.
New Conditions of Use Professional Sales via bol (article 7.2)
If an order has not been received by the Customer 2 delivery days after the expiry of the expected delivery date, taking into account any delays in the delivery process provided these have been communicated by the carrier via a tracking code, the order can be marked as not delivered by bol. If bol deems it necessary, bol can conduct additional investigation into the carrier or the Customer. If the order is marked as not delivered by bol, the Customer has no payment obligation, and no payment will be made to the partner.
*Agreed delivery date = Promised delivery date