As a seller on bol.com, it's essential to understand the process of bol com returning products. Returns are an inevitable part of online sales, but with the right knowledge and approach, you can handle the return process efficiently, limit costs, and keep your customer satisfaction high. In this comprehensive guide, we cover everything you need to know about returning products via bol.com - from the official return policy and deadlines to practical tips on reducing your return rate.
What is bol.com's return policy?
Bol.com has a customer-centric return policy based on Dutch consumer purchase legislation. Customers have the legal right to return a product within 30 days of receipt - this is more generous than the EU's minimum 14-day deadline. After registering the return, the customer has an additional 14 days to actually send the product back. As a seller, you're required to handle these returns correctly according to the bol.com return policy.
The right to return applies to most products, but there are exceptions. Custom-made products, sealed hygiene items with opened packaging, and perishable goods, for example, are exempt from the standard return policy. As a seller, it's crucial that you're aware of these exceptions and communicate them correctly in your product descriptions.
Bol com returning: important deadlines and rules
To keep things organized, we've put together a handy overview of the key deadlines and rules for bol com returning products:
| Topic | Deadline / Rule | Explanation |
|---|---|---|
| Customer reflection period | 30 days after receipt | More generous than the 14-day legal requirement |
| Sending return shipment | 14 days after registration | After registering the return via bol.com |
| Refund to customer | Within 5 working days | After receiving and approving the return |
| Updating return status | Within 5 working days | After receiving the return shipment |
| Return without notification | Contact immediately | Report to bol.com customer service |
| Damaged return | Report within 5 working days | Include photos as evidence |
| Compensation claim | Within 10 working days | Submit via sales account |
| Return service standards | Maximum 2% late | Part of your seller performance |
Bol.com return service vs. your own return service
As a seller on bol.com, you have two options for handling returns: the bol.com return service or your own return service. Both have pros and cons, which we compare below:
| Feature | Bol.com return service | Your own return service |
|---|---|---|
| Management | Bol.com handles everything | You're responsible yourself |
| Return address | Bol.com sorting center | Your own address or warehouse |
| Control | Limited - bol.com assesses | Full - you control yourself |
| Speed | Dependent on bol.com | You determine the speed |
| Costs | Return labels via bol.com (discounted rate) | You arrange and pay yourself |
| Suitable for | Smaller sellers, LVB users | Larger sellers with their own logistics |
If you use Logistics via Bol (LVB), returns are automatically handled through the bol.com returns service. With your own shipping, you can choose the option that best suits your situation. Many sellers opt for the bol.com returns service due to its convenience and affordable return labels.
The return process: step by step
The return process at bol.com is designed to be as smooth as possible. Below, we'll walk you through the entire process:
1. Customer reports return
The customer logs in to bol.com and reports the return via "My orders". The customer chooses a return reason and receives a return label. As a seller, you automatically receive a notification in your sales account.
2. Customer sends product back
The customer has 14 days to send the product back after reporting the return. The product is shipped to the return address you specified (or to the bol.com sorting center if using the bol.com returns service).
3. Seller receives and checks
Once you receive the package, you check the condition of the product. Is it complete? Is it damaged? Has it been used? Based on this check, you determine the next step.
4. Update return status
You update the return status in your sales account. Bol.com expects you to do this within 5 working days of receiving the return shipment. Timely updating of the return status is important for your seller performance.
5. Refund
Upon approval of the return, bol.com refunds the customer. This amount is offset against your next payment. If the return is rejected, you need to contact the customer.
Options as a seller when receiving a return
When you receive a return shipment, as a seller, you have several options. The choice depends on the condition of the product and the situation:
- Return received in good condition: The product is in good condition. Bol.com refunds the customer and offsets this with your payment.
- Exchange item: You send a new copy to the customer. Note: you need to arrange a shipping label for the new item yourself.
- Repair item: If the product has a defect that you can fix, you repair it and send it back to the customer.
- Reject return: If the product is returned damaged, used, or incomplete, you can reject the return. First, contact the customer to come to a solution together - for example, a partial refund.
- Customer keeps item: Sometimes, the customer decides to keep the product after reporting the return. In that case, the return is canceled, and you are paid as usual.
LVB (Logistics via Bol) and returns
If you use Logistics via Bol (LVB), returns are handled differently than with your own shipping. Bol.com receives, checks, and processes return shipments in their own fulfillment center. This has several important consequences:
- You don't have to worry about physically receiving and checking returns
- Bol.com assesses whether the product can be sold again
- Sellable products are automatically added back to your stock
- Non-sellable products can be returned to you or destroyed by bol.com
- The LVB Box Size Checker helps you choose the right packaging dimensions, which can reduce transport damage and thus returns
Compensation and refunds at bol.com
Bol.com offers a compensation scheme for sellers in case of damaged or missing return shipments. The main rules are:
- Lost package: If a return package gets lost during shipping, you can file a claim. Bol.com will reimburse 25% of the sales value excluding VAT as a courtesy.
- Damaged package: In case of transport damage to the return shipment, bol.com will handle the complaint with the carrier on your behalf.
- Return labels: Bol.com will cover part of the return costs. You can purchase return labels at a discounted rate through a shipping service selected by bol.com.
Keep in mind that the 25% compensation is a courtesy - bol.com is not obligated to pay it. Therefore, always make sure to have good documentation (photos of damages) so you can file a strong claim.
Return shipment damaged or lost: what to do?
It's possible that a return shipment gets damaged or lost. Follow these steps:
- Document everything: Take photos of the damaged packaging and the product as soon as you receive it
- Report it immediately: Contact bol.com within 5 business days through your sales account
- File a claim: Use the complaint form in your sales account and add the photos as evidence
- Keep the product: Don't throw away the damaged product until the claim is processed
- Follow up: Regularly check the status of your claim in your sales account
In case of a lost package, it's essential that you can prove the customer sent the package (via the return label and track & trace) but you didn't receive it.
Impact of returns on your sales performance
Returns have a direct impact on your performance as a bol.com seller. A high return rate can lead to:
- Lower seller score: Bol.com tracks how you handle returns as part of your service standards
- Losing the buy block: If you consistently perform poorly, you might lose the buy block
- Higher costs: Every return costs you money in shipping costs, packaging materials, and labor time
- Blocked account: In extreme cases, bol.com might block your account
Therefore, closely monitor your return rate via the Zoloo Sales Dashboard. This way, you can identify trends and take action before your performance comes under pressure.
Preventing returns: 8 practical tips
Prevention is better than cure. With these tips, you can significantly reduce the number of returns:
- Write clear product descriptions: Use the Listing Generator AI to create complete, accurate product descriptions that manage expectations
- Use high-quality product photos: Ensure multiple photos from different angles, including detail shots and size charts
- Include exact dimensions and specifications: Prevent "smaller/larger than expected" returns by providing accurate size information
- Package products carefully: Use suitable packaging to prevent damage during transport - the LVB Box Size Checker helps with the right dimensions
- Deliver on time: Late deliveries lead to cancelled orders and unhappy customers
- Respond quickly to customer questions: Answer product questions quickly and thoroughly, even before the customer makes a purchase
- Analyze return reasons: Keep track of why products are returned and address underlying causes
- Check your stock: Don't ship damaged or defective products - inspect each item before shipping
Tools for efficient return management
With the right tools, you can optimize your return process and save costs. Zoloo offers various features to help you manage and reduce returns:
- Sales Dashboard: Monitor your return rates, revenue, and performance in one overview
- Listing Generator AI: Create optimal product descriptions that manage expectations and prevent returns
- Product Tracker: Track your products and competitors to monitor prices and offers
- Winstcalculator: Calculate your actual margin, including return costs, to identify profitable products
- E-mail Campagnes: Send follow-up emails to measure customer satisfaction and proactively solve problems
Frequently asked questions about returning on bol.com
What if I receive a return without a return notification?
It may happen that a customer returns a product without reporting it via bol.com. In that case, contact bol.com customer service to register the return correctly. Don't simply send the product back to the customer.
How many days does a customer have to return a product?
Customers have 30 days to return a product after receiving it. After reporting the return, they have another 14 days to actually send it back.
Can I refuse a return if the product is damaged?
Yes, if a product is returned damaged, used, or incomplete, you can refuse the return. Document the condition with photos and contact the customer to find a reasonable solution. Bol.com can mediate if you can't come to an agreement.
What are the costs of return labels?
Bol.com offers return labels at a discounted rate through selected shipping services. The exact costs vary depending on the package size and shipping service. Bol.com covers part of the fee to keep returns free for customers.
How do I reduce my return rate?
Focus on clear product descriptions, high-quality photos, careful packaging, and fast shipping. Analyze your return reasons to identify structural issues. Use tools like the Zoloo Sales Dashboard to monitor trends and take action in time.
What happens to returns with Logistics via Bol (LVB)?
With LVB, bol.com handles returns completely for you. Resalable products are added back to your inventory. Non-resalable products can be returned to you or processed by bol.com. You have less direct control, but also less work with the return process.