Corrections to Strikes and your Quality Score
Sometimes things go wrong that you can do little about. Think of a bol malfunction, a strike by a delivery service, or a personal emergency. In such cases, we try to take this into account when calculating your performance. On this page, you can read when we do and when we don't.
When do we take your situation into account?
In the table below, you can see in which situations we can provide an allowance, and when we cannot. We distinguish between allowances for strikes and allowances for the quality score.
Until June 24, 2026, the performance score still applies to the buy box. We will then give any allowance on the performance score.
From June 24, 2026, the performance score will expire and be replaced by the quality score. We will then give any allowance on the quality score.
Please note: these are general guidelines. We will determine the outcome per case and may differ from our guidelines in specific situations; either positively or negatively.
Please note
We always apply corrections retrospectively. Only after a day (for Quality Score corrections) or week (for Strike corrections) has been definitively calculated, can we determine the impact of an incident on your scores. Partnerservice cannot provide a definitive answer on this in advance.
Additional explanation of the table
Serious personal situations: Do the consequences of, for example, a fire/death/accident/long-term illness last for weeks? And have you not contacted Partnerservice? Then the correction will lapse.
So, contact Partnerservice as soon as possible in the event of serious personal circumstances.
Capacity problems with delivery services / extreme weather conditions: These are exceptional situations that affect the delivery performance of almost all partners simultaneously. We always first look retrospectively at the impact. Depending on that, we take an appropriate measure, such as a temporary reduction of the service standard or a correction rule.
Test orders: More about this specific topic can be found here.
Take action yourself: We also expect you to take action yourself if you notice that your performance is under pressure. For example, extend your delivery promise if you know that delivery in your situation needs a bit more time. This way, you prevent disappointed customers and unnecessary strikes.
How do you know if a correction has been applied?
If we apply a correction, we will inform you via email or a notification in your seller account. Do you have questions about a correction or do you think you are entitled to a correction? Please contact Partnerservice.
