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Performance
Policy points
Inappropriate communication

Inappropriate communication

'Inappropriate communication' is one of the categories of policy violations we monitor. It includes any behaviour that deliberately interferes with communication, as well as inappropriate communication toward customers and/or bol employees. Read more about it on this page.

Inappropriate language

What is not allowed, for example:

  • Inappropriate language, such as swearing or threatening, toward customers.
  • Inappropriate language, such as swearing or threatening, towards bol employees.

Blackmail/bribery

What is not allowed, for example:

  • Offering a customer a solution on the condition that the customer posts or changes a review.

What is allowed:

  • Make a customer aware of the possibility of leaving a review on bol, without directing the level and content of this review.
  • After solving the problem (without compensation), ask the customer to revise the review, without directing the level and content of this review.

Spam

What is not allowed, for example:

  • Sending an e-mail or letter to customers when it is not necessary for processing an order. For example, a newsletter or flyer with new assortment or reduced prices.
  • A review request of any kind in a separate e-mail.

What is allowed:

  • Sending a customer an automated (VAT) invoice by uploading it via the ‘factuuraanvragen’ (invoice requests) tab or the Retailer API.
  • A request for a fair item review on bol.com (literally mention fair review in the e-mail), provided this request does not result in an additional e-mail to the customer.

Inaccessibility

What is not allowed, for example:

  • Not responding when a customer creates a case.
  • Not responding when bol tries to contact you.
  • Providing incorrect contact information to bol or customers.

Good to know: If you have multiple seller accounts, we have the authority to deduct the relevant number of points from all your accounts associated with the same Chamber of Commerce number if you have a policy violation of ‘Inappropriate communication’.

Learn more about policy points and other categories of policy violations here.

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