Evading service standards

Avoiding the strike process

What is not allowed, for example:

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 when 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’

What is not allowed, for example:

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 e-mail.

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’

What is not allowed, for example:

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’

What is not allowed, for example:

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.