Items on time

For service standards, we look at a minimum value and a target value. For 'Items on time', the following applies:

• a minimum value of 90%

• and a target value of 93%

The target value is a guideline that indicates good performance, but you'll want to exceed it. This counts towards your strikes, and a higher score is also more beneficial for your quality score.

The way we measure the 'Items on time' service standard depends on:

• the shipping method you use (own shipping, Shipping via bol, or Logistics via bol)
• the system in which the standard is counted (strike system or quality score)

Because of this, your performance in both systems may not align one-to-one. Below, we explain how this works for each shipping method.

For own shipments, we measure the service standard in the strike system and the quality score in the same way: we check if the order was delivered to the customer on time. You'll see this reflected as 'Delivered on time'.

• In the strike system, you'll receive a strike if you score below the target value AND have at least 3 late shipments in the measurement period.
• In the quality score, we also look at your performance for 'Delivered on time'.

So, you are fully assessed on your own delivery performance.

Do you use Shipping via bol? Then we distinguish between the strike system and the quality score:

• In the strike system, we check if you hand over your packages to the carrier on time. We use the moment the package is scanned by the carrier. This way, you are responsible for handing over the package, not for the final delivery. You'll see this reflected as 'Handed over on time'. You'll receive a strike if you score below the target value AND have at least 3 late shipments in the measurement period.
• In the quality score, we do look at the delivery of the items ('Delivered on time'), but a collective score applies to all partners using Shipping via bol. This is the average score of all partners using this shipping method. Bol is responsible for the delivery to the customer, so you are not individually assessed on this.

For Logistics via bol, bol is responsible for the entire logistics process. Therefore:

• shipments via Logistics via bol are not included in the strike system.
• we look at a collective score for 'Delivered on time' in the quality score. This is the average score of all partners using this shipping method. Bol is responsible for the delivery to the customer, so you are not individually assessed on this.

The service standard can therefore count differently in the strike system compared to the quality score. This depends on the shipping method you use. In the table below, we summarize it briefly:

1. Mark your orders as 'Shipped' as soon as you've shipped them.
   This way, the customer immediately receives a Track & Trace code. In your seller account, you will see this as ‘Deliver before...’ for your own shipment. For Shipping via bol, you mark it as ‘Shipped’ when the package has been handed over to the carrier. In the Retailer API, this is the Latesthandoverdatetime field.
2. Analyse orders that weren't on time.
   Download the overview under ‘Items on time’ in your seller account and see where you went wrong.
3. Check your delivery promise.
   Can you really keep it?
   A. The customer's order time is the determining factor. For example, if a customer orders before 4.00 PM with the promise ‘ordered before 4.00 PM, delivered tomorrow’, they expect delivery the next day. This applies even if you don't receive the order until after 4.00 PM.
   B. Check the ‘Change delivery time via your seller account’ page. Customers see delivery times as weekdays, you enter them as business days.
   C. On the ‘Performance’ page in your seller account, you gain more insight into your delivery performance for your own shipping. Click the eye icon under ‘Delivered on time’ to identify areas for improvement, such as your carrier.
4. Keep your inventory up to date.
   This prevents shipping delays.
5. Create 2 accounts: 1 for the Netherlands and 1 for Belgium.
   This allows you to determine the product range, price, and return address per country. Keep in mind that you'll also need twice as much inventory management in this case.
6. Reconsider your carrier or parcel point.
   Do things often go wrong? Consider a different option. For example, use a service point instead of a parcel locker.
7. Consider outsourcing your logistics or inventory management.
   You can do so via bol or a third party.
8. Use warehouse-management software or a shipping platform.
   This makes your logistics more efficient and reduces the risk of errors.