Answering customer questions in your seller account

Customer questions overview

You can find your open customer questions in your account on your ‘homepage’ and in the menu under ‘Klantvragen’. After 18 clock hours (excluding weekend and public holiday hours), it will appear here that the question has been open for a long time. On the homepage, click on ‘Naar klantcontact or in the menu on ‘Klantvragen’. You will then see an overview of all your customer questions, and all customer questions that are still open. The oldest customer question is at the top of your overview because it has priority. Check the customer queries that are still waiting for a response or that you wanted to follow up later. Use the search function if you are looking for a specific customer question. Or view the list of completed customer queries. For each customer question, you can see the order number, customer name, subject and status. Click on the customer question if you want to handle the customer question.

When you receive a new customer question, you will receive a notification e-mail from us. Click the link in this e-mail and go to the customer question. Is the customer question not visible? This may be because you are logged into another sales account or because the question is being handled by our customer service.

Receiving a customer question via bol Customer Service

The bol customer service may forward a customer question to you. We expect you to respond to this customer question within 24 to 48 hours. If you do not respond within this time, the customer question will automatically be forwarded back to the bulb customer service centre. Once a customer question has been sent back to the bol customer service centre, it will disappear from your customer questions overview. During the period that this customer question is with the bol customer service, the customer question is no longer visible to you.

Need help with a customer question?

If you are still unable to answer it yourself, you can send your question to our customer service. You can find more information about customer support here.

Starting a conversation with a customer yourself

In the seller account, you can start a conversation with a customer yourself about an order. You do this by clicking the ‘Start zelf klantcontact’ button in your customer question overview. Enter an order number, choose a subject and item and send the customer a message. This way, you can start a conversation with the customer up to 2 years after the order. You will find the self-started customer contact in your customer question overview and a response from the customer will be added to the customer contact. We expect you to answer a customer response within 1 working day, just like the questions the customer started.

Inform customer

Do you want to provide the customer with relevant information about the order, e.g. a VAT invoice? Then send an e-mail via the encrypted e-mail address. This can be found on the order page in your sales account, among others. A response from the customer will be sent directly to your e-mail address, from the e-mail address @klantbericht.bol.com. This way, you can start a conversation with the customer up to 2 years after the order.

Your e-mail is checked and cleaned, so we can be sure that the customer receives a safe message. The URL of a hyperlink is completely unsubscribed for domains outside bol and most style attributes are cleaned up.

Reopen existing customer contact

When you want to provide new information to a customer, it is possible to search for an existing customer question in your customer query overview in the seller account. You can search by case or order number. If the customer question is closed, you can click ‘reopen’ in the customer question details. Then you can send the customer a message.

Closing a customer question ‘As resolved’

Good timing in closing a customer question is important for how customers rate your service. Once you close a customer question, we generally send an NPS form to the customer within 24 hours. More information on the NPS and how it is calculated can be found here.

When you receive a response from the customer, you may find it unnecessary to send a new response to the customer, for example if the customer also wishes you a good day. You can then close the customer question.

Have you kept the customer question open for a while, for example to send new information later, but no further contact appears necessary? Then you can look up the question and choose the option ‘Als opgelost sluiten’. You can give any explanation and then close the customer question. Is the option ‘Als opgelost sluiten’ niet te selecteren’? Then you have not yet had any contact in this customer question. We request that you still send a message to the customer, even if, for example, you have already had contact with the customer outside bol’s systems.

Insights into your customer questions

The ‘Inzichten’ page in your seller account shows the topics of your customer questions. You can also see which of your sold items have received relatively many customer questions. You can use these insights to adjust your processes or specific products to prevent some of your customer questions. And that in turn saves you time and money.

You can view all subjects of your customer questions from the past 28 days to 6 months. You can filter by time period or by customer questions that were about a specific item. The list is sorted so that the item with the most customer questions is at the top. You can improve your range based on your customer questions s and, for example, adjust the product information, delivery time or price. Then you will hopefully receive fewer customer questions in the future.

Customer satisfaction

The ‘Klanttevredenheid’ page in your seller account lists your reviews received over the past 28 days. The NPS (Net Promoter Score) after customer contact is a recommendation score that indicates how satisfied customers are with the service following their customer question answered by you. When you close a customer query, the ‘NPS after customer contact survey’ can be sent to the customer 24 hours later. In it, customers answer a recommendation question, among others, and they do so by giving a rating on a scale from 0 to 10. The higher this rating, the more satisfied and loyal customers are. More information on the NPS and how it is calculated can be found here.