Returns have a dynamic norm. Read more about how this is calculated.

General information

Everyone benefits from preventing returns; it is good for customer satisfaction and saves you time and money. Insights into the number of returns and the expected return percentage can help you keep a grip on your returns. This information is based on the items you sell and can be found on the ‘Prestaties‘ page in the seller account. 

If you fail to meet the standard

We call the expected return percentage based on your sales your personal ‘dynamic norm’. If you exceed this norm, we will inform you by e-mail so that you can make adjustments. Currently, this service norm does not count in the calculation of your performance score or strike system. This may change in the future. 

Tips to improve 

Check regularly the Prestaties page in your seller account and get insights about your returns and opportunities for improvement there.

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Handling a return

Received a return notification? Read this step-by-step plan so you know what to do.

A return without a return notification

Got a return without a notification in your seller account? Read here how you can manage it.

Return shipment damaged or missing

This page gives you more information about returns that are damaged or missing.