Items on time

Assessing ‘Items on time’

We assess your performance based on the shipping method you use: 

1. Logistics via bol
   With the service Logistics via bol, bol is responsible for the shipment to the customer. Orders shipped using this method will not measured for this service standard.
2. Verzenden via bol
   With the service Verzenden via bol, you are responsible for dropping-off or giving the orders over to the delivery service on time.
3. Different bol labels or your own labels
   For all orders that you do not send using the above shipping methods, you are responsible for delivering the order to the customer on time.

The image below, in particular for Shipping via bol, explains in more detail when an order receives an ‘on time’ or ‘late’ score.

The weekly standard

You have done well on this service standard if 93% of your orders weekly achieve an ‘on time’ score according to the image above. However, the advice is to assume a minimum limit of 95% for a maximum performance score and thus better chances to win the buy box.

If you score below 93% with a minimum of 3 items with an ‘on time’ score, you will receive a warning – also known as a strike. If applicable, you will be informed of this weekly on Wednesday by e-mail. Read more about strikes here.

Tips to improve

• Make sure to mark your items as ‘Verzonden’ (sent) in the seller account or the Retailer API on time. This gives the customer immediate access to the track & trace details. Shipping via bol letter post shipments are assessed as soon as your orders are processed as shipped. This processing must take place before the latest drop-off date and time. In the orders overview of the seller account, you will see this as ‘bring away before…’. In the Retailer API, this is the ‘Latesthandoverdatetime’ field in ‘Get delivery options’. 
• In your delivery promise, keep in mind that the time the customer placed the order is leading. So if the customer orders an item at 15:57 where the delivery promise says ‘ordered before 16:00, delivered tomorrow’, the customer actually assumes he will have the item tomorrow. Even if you don’t receive this order until 16:03.
• Check how your delivery promise is displayed to the customer. This differs because of the weekend days. The customer sees the delivery time in weekdays while you enter the delivery time in business days. 
• On the ‘Performance’ page in your seller dashboard, you get more insight into your delivery performance for your own shipping labels. To do this, click on the ‘eye symbol’ next to the service standard ‘Delivered on time’. This helps you gain more insight into realistic delivery promises or the difference in delivery performance between different carriers you use, for example.