Evading service standards

'Evading service standards' is one of the categories of policy violations we monitor. Evading service standards includes all activities aimed at actively evading applicable service standards. Read what we mean by this here.

Getting around strike process

For example, what is not allowed: 

  • Creating a new seller account or switching to an existing account because you got one or more strikes.
  • Creating a new seller account or switching to an existing account to prevent (temporary) closure of your account.
  • Creating a new seller account or switching to an existing account while you need to provide a plan for improvement.
  • Creating a new seller account or switching to an existing account to avoid getting a strike.

What is allowed:

  • Have one seller account for the Netherlands and one seller account for Belgium.

Bypassing service standard ‘Items on time’

For example, what is not allowed: 

  • Place fake orders or have fake orders placed.
  • Placing orders in your own seller account.
  • Entering an incorrect track-and-trace code.
  • Not entering a track-and-trace code where it is compulsory.
  • Entering an incorrect carrier.
  • Asking customers not to confirm delivery via the confirmation email.

Bypassing service standard ‘Cancellations’

For example, what is not allowed: 

  • Place fake orders or have fake orders placed.
  • Placing orders in your own seller account.
  • Asking customers to cancel or return an order so you don’t have to cancel it yourself.
  • Reporting an order as a return yourself, without the customer having received the order or returned it themselves.

Bypassing service standard ‘Response time’

For example, what is not allowed: 

  • Closing a customer question (case) while there are still open actions.
  • Handle a customer question (case) without addressing the content of the question.
  • Sending a standard ‘hold e-mail’ or automatic response to meet response time.

What is allowed:

  • Send a standard ‘hold e-mail’ or automatic response, provided the real response is also sent within the established service standard.

Bypassing service standard ‘Reviews’

For example, what is not allowed: 

  • Reviews from people who don’t exist.
  • Writing one or more reviews for orders placed with yourself.
  • Having one or more reviews written by friends / acquaintances.
  • Posting negative reviews with other partners.
  • Controlling the tone, tenor or content of a review.
  • Offer compensation for writing a review.

Good to know: if you have multiple seller accounts, in case of a policy violation ‘Evading service standards’, we have the authority to deduct the relevant number of points on all your accounts linked to the same Chamber of Commerce number.

Read more about policy points and other categories of policy violations.

 

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Performance score

Your performance score is a component for calculating the buying block. It is therefore important to keep a close eye on it. In your seller account, you can see what your performance scores are, giving you insight into where there are still opportunities for you.

Strikes during the GroeiKracht period

The GroeiKracht period starts after the GroeiStart period, after you get used to the service standards. During the GroeiKracht, the service standards 'Items on time', 'Cancellations' and 'Response time' are looked at.

Service standards bol.com

It is important to live up to customers' expectations by providing good service. This keeps customers coming back and together we can form the best shopping platform in the Netherlands and Belgium.