Cancellations

It is very disappointing for a customer if an order is cancelled. That is why the cancellation percentage is included in the service standards. If 3 or more items are cancelled in 1 week and the cancellation percentage is thereby higher than 2%, you will receive a strike.

Within the 'Cancellations' service standard, we measure 3 things:

• Cancellation by you
  It can happen that you cancel an order; these cancellations are included in the 'Cancellations' service standard.
• Cancellation by the customer after the promised delivery date
  The customer can cancel an (undelivered) order themselves. If the customer does this after the promised delivery date, this cancellation is included in the 'Cancellations' service standard. If the customer cancels the order before the promised delivery date, and you process the cancellation before the promised delivery date, this cancellation is not included.
• 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 is included in the 'Cancellations' service 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.

Your performance on this service standard also counts towards your quality score. The quality score shows how you perform on bol and identifies opportunities for improving your quality. Read more about the quality score here.

1. Keep track of your inventory.
   Check your inventory regularly to avoid selling items you no longer have. If the inventory is at 0, we automatically take the item offline. Are you selling a new item? Start with a small inventory. This way, you avoid being stuck with poorly selling items.
2. Maintain an inventory buffer.
   Don’t put your entire inventory online. For example, if you have 50 items, offer 47. Use the rest as a reserve, for example, in case of stock shortages or warranty claims. The size of your buffer depends on your inventory and the space you have available.
3. Remove or pause items that are no longer available.
   Go to ‘My Offer’ in your seller account and select ‘Remove’ or ‘Pause’.
4. Use vacation mode.
   Going on vacation or going away for a few days? Put your store on vacation mode.
5. Process orders on time.
   This way, you’ll meet your delivery promise. If you don’t process an order, we’ll automatically cancel it on the 3rd day after the delivery deadline. Using the API? Always check the process status to see if your order confirmation has been successfully processed. If not, the order will remain open and we’ll eventually cancel it.
6. Tailor your offer to your available time.
   Short on time? Start small. You can reach many customers via bol, and the number of orders can quickly increase.
7. Connect your webshop to your other sales channels.
   With an integration partner, you can connect your own system to your bol seller account, giving you better control over your inventory.
8. Outsource logistics and inventory management.
   You can do so via bol or a third party.
9. Use warehouse-management software or a shipping platform. This allows you to organise your logistics more efficiently and reduces the chance of errors.