The customer cancels the order

After a customer has placed an order with you, it can be cancelled as long as the order has not been confirmed.

Two scenarios

Two scenarios are possible in case of cancellations by the customer:

  • Cancellation before or on the promised delivery date
    Does the customer himself cancel his order before or on the promised delivery date? Then this is his own choice and does not change your performance score.
  • Cancellation after the promised delivery date
    If the customer cancels their order after the promised delivery date, this does count towards the service standard ‘Cancellations’ because the customer did not receive the order on time. This situation creates more customer dissatisfaction – so it is important to always deliver orders on the promised delivery date.

Cancellation request received

If a shipment has not yet been confirmed or cancelled by you, the customer can submit a cancellation request to you. Both you and the customer will then automatically receive a cancellation request by e-mail. In addition, the cancellation request appears in your seller account under ‘Openstaand’ (open orders).

Accepting the customer’s cancellation request works through the following steps:

1. Go to your seller account

In your seller account, click on ‘Bestellingen’ at the top and go to ‘Openstaand’.

2. Accept cancellation

For the relevant order, click ‘Annulering accepteren’.

3. Confirm cancellation

Then click on ‘Ja, annuleer’. The customer will automatically receive a confirmation of the cancellation.

Automate via bol.com

If you want to handle cancellation requests not in your seller account, but in your own system, you can use Automate via bol.com. There are several third parties that can help automate your orders and cancellations, among other things.

If you want to build and manage the link yourself, you can submit your cancellation requests automated. Note that this requires technical knowledge.

Undo cancellation request

Do you receive a cancellation request, with the customer later indicating they still want to receive the order? Then confirm the order anyway – this way, the cancellation request expires.

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Service standards bol.com

To ensure that good service together, a number of service standards apply on our shopping platform.

Shipping options

After a customer has placed an order with you, you will find this order in your seller account in the 'Bestellingen' tab. You have 3 options for confirming and sending your orders.

Cancel your own order

This page tells you more about cancelling orders customers have placed with you.