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Shipment damaged or missing

Shipment damaged or missing

This page tells you what you can do in case of a damaged or missing shipment.

When sending an order, something can always go wrong unexpectedly. And as the sender of the shipment, you are responsible for dealing with questions or complaints, for example, in case of damage or loss. To help the customer in the best possible way, we recommend the following:

In case of damage

If you receive a complaint that the item arrived damaged or incomplete, you can ask the customer to send you photos that show the condition of the item. You can resolve this issue by providing a follow-up shipment at your own expense or have bol refund the customer.

Damage during shipment with own shipping method

You can deal with damage to shipments using your own delivery service yourself. It is not possible for bol to help you in these matters or to reimburse you.

Shipping damage with bol Parcel stamp – Bpost or DPD

For DPD and Bpost, we are still investigating how to make the process as easy as possible. Until then, it is possible to contact Partnerservice about damage. It always depends on the situation what we can do for you, so please mail the details below to zakelijkverkopen@bol.com so we can help you further:

  • The order number
  • Track & trace number
  • Photos of the packaging and damaged contents

In case of a missing package

Has the item not arrived at all? Then check the status of the item with the corresponding track & trace number. Based on this information, you can then start an investigation by the delivery service. Find out how to do this below.

If, after investigation, the delivery service confirms that the order has been delivered, but the customer states that it has not been received, we will be happy to help you. You can solve it for the customer by providing a follow-up shipment or have bol refund the customer. For a refund, you can forward the customer case to bol by choosing ‘Hulp nodig bij klantvraag’ (need help with customer request) at the bottom or top of your account. Or contact Partnerservice.

Initiating an investigation with own shipping method

For shipments with your own delivery service, you should submit your own request for investigation directly to the delivery service. See below for PostNL and DHL:

Shipment missing with bol Parcel stamp – bpost or DPD

For DPD and bpost, we are still investigating how to make the process as easy as possible. Until then, lost shipments with DPD and bpost shipping stamps will still be compensated. The compensation is 75% of the retail value of the item excluding VAT.

We therefore ask you to send the following information to zakelijkverkopen@bol.com as soon as possible:

  • The order number
  • Track & trace number

Frequently asked questions

on damaged or missing shipments