Phone availability

We track your phone availability because our customers really value direct and personal contact. Plus, customer questions are often solved more quickly over the phone, as you can explain the whole situation right away and answer any follow-up questions. We expect you to answer at least 90% of calls within the 40 hours of phone availability, which are spread from Monday to Saturday between 08:00 and 20:00. Depending on your country, official Dutch and Belgian public holidays will be considered, so these days won't count.

If you don't meet the standard, it's a sign that you need to improve your phone availability. This is really important for customers. You won't get a strike for this; we consider it your own responsibility. This might change in the future.

Do you want to adjust your current phone availability or are you available for more than 40 hours? Just go to your seller account and navigate to the Customer Service tab. From there, you can easily adjust these settings.