Cancellations

General information

It is very disappointing for a customer if an order is cancelled. That is why the percentage of cancellations counts in the service standards. When 3 or more items are cancelled in 1 week and the cancellation percentage exceeds 2%, you will receive a strike.

Within the service standard ‘Cancellations’, we measure 3 things: 

• Cancellation by you
  It may happen that you cancel an order, these cancellations do count in the service standard ‘Cancellations.’ 
• Cancellation by the customer after the promised delivery date
  The customer can cancel an undelivered (as yet) order himself. If the customer does so after the promised delivery date, this cancellation counts in the service standard ‘Cancellations’. If the customer cancels the order before the promised delivery date and you process it before this date, this cancellation does not count. 
• Automatic cancellation on the third day after the promised delivery date
  If you have not confirmed the order by the third day after the promised delivery date, the order expires and is automatically cancelled. This cancellation counts in the service standard ‘Cancellations.’ 

If you fail to meet the standard

A service standard is not optional, because we want to guarantee quality to the customer. Therefore, every service standard has a minimum quality standard. If you do not meet the service standard ‘Cancellations’, you will receive a strike. You will be informed of this by e-mail on Wednesday. Here you can find more information about strikes.