Product and content misrepresentation

Shipping an item different to what is promised

It is not permitted to ship an item different to what is promised on the original product page. Receiving a different item than expected is very annoying and confusing for the customer. Therefore, it is important that the delivered item matches the product page.

What is not allowed, for example:

Sending an item that does not match the product specifications. For example, language, version, etc.
Sending an item that is not registered exactly the same way under the corresponding EAN number.
Sending an item that does not match the product images.
Sending an item in a different product packaging. For example: for a bulk package with 16 items, it is not allowed to send two packages with 8 items.
Sending a different colour than the customer ordered.
Sending an alternative item (of a different brand).

Publishing incorrect product information

What is not allowed, for example:

Deliberately putting incorrect specifications in the product description.
Deliberately changing attributes such as ‘number of pieces in package’ or ‘colour’ and thereby disadvantaging other sellers or customers.
Using an image of a human model when it does not add value to the item.

What is allowed:

Add additional (correct) information to the product description, even if you don’t have the buy box.

Making misleading claims

What is not allowed, for example:

Giving the impression that an item has a particular certification when it does not.
Making a claim that is not scientifically substantiated (for example, about ‘5G radiation’ or ‘COVID protection’).
Making a comparison (for example, in a product image) with another vendor’s item on the platform.
Promotional statements in content, such as ‘1+1 gratis,’ ‘Black Friday deal’ or ‘cadeau voor Moederdag’.

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

Double offer

It is not permitted on our platform to offer identical items under different EANs (double offer). In addition, it is not permitted to offer double assortment from different accounts. If you own multiple seller accounts, the assortment or country of sale must be different for each account. Besides the fact that this may cause confusion, it is also not allowed to compete with yourself.

What is not allowed, for example:

Offering the same identical item under different EANs with the same seller account. Note: Are you offering the same item as a branded item as well as an unbranded item and the item does not meet the brand and ownership guidelines? Then this is also considered a double offer.
Offering the same item with multiple seller accounts under the same Chamber of Commerce number.
Offering the same item with multiple seller accounts under different Chamber of Commerce numbers.
Offering the same item from different seller accounts where one is delivered from Logistics via bol and the other from own stock.

Policy

Good to know: For a policy violation in the category ‘Product and Content Misrepresentation’, we deduct the relevant number of points only from the seller account committing the violation. Any other seller accounts, linked to the same Chamber of Commerce number, keep the point total and do not receive a deduction in policy points. If one of your seller accounts reaches 0 policy points, we will close all seller accounts under that Chamber of Commerce number.