As a seller on bol.com, you'll inevitably deal with returns. Customers can drop off their purchases at various bol.com return points across the Netherlands and Belgium. But how do these return points work, what costs are involved, and how can you optimize the return process as a seller? In this comprehensive article, we'll cover everything you need to know about return points, return logistics, and strategies to reduce your return rate.
What are bol.com return points and how do they work?
Bol.com return points are physical locations where customers can drop off their ordered products when they want to return an item. Bol.com partners with multiple logistics providers to offer a nationwide network of return points. Customers simply need to create a return notification via their bol.com account, print the return label, and drop off the package at a nearby return point.
The return network consists of thousands of delivery points, including PostNL locations, DHL ServicePoints, and package machines. This makes it very easy for consumers to return products, which contributes to customer trust but also poses a challenge for sellers who want to manage their return costs.
Types of return points in the Netherlands and Belgium
| Type of return point | Provider | Number of locations (NL) | Availability | Maximum package weight |
|---|---|---|---|---|
| Post office / package point | PostNL | ~4,800 | Mon–Sat | 30 kg |
| DHL ServicePoint | DHL | ~3,500 | Mon–Sat | 31.5 kg |
| Package machine | PostNL / DHL | ~1,200 | 24/7 | 20 kg |
| Pick-up service | PostNL | At home | By appointment | 30 kg |
| Albert Heijn points | PostNL | ~1,000 | During store hours | 10 kg |
In Belgium, there are similar return points via bpost and DHL, with over 3,000 locations in total. Customers can see which return points are available in their area when creating their return notification.
Bol.com return points: return service vs. own return service
As a seller on bol.com, you can choose between two return models. This choice has a direct impact on how customers use return points and what it costs you.
Bol.com return service
With the bol.com return service, bol.com handles the entire return logistics process. Customers drop off their package at one of the return points, and bol.com receives, inspects, and processes the return shipment. The benefits for sellers are clear: you don't need to set up your own return infrastructure and can take advantage of bol.com's scale benefits. The downside is that you have less control over the inspection process and rely on bol.com's assessments.
Own return service
With your own return service, you receive returns directly. Customers still drop off the package at a return point, but it's sent to your address (or that of your fulfillment partner). This gives you full control over the inspection and handling process, but requires more logistical capacity. You need to purchase return labels yourself and bear the costs.
Comparison of return models
| Feature | Bol.com return service | Your own return service |
|---|---|---|
| Return points for customer | Full network available | Full network available |
| Return receipt address | Bol.com warehouse | Your address / fulfillment |
| Inspection by | Bol.com | You yourself |
| Return costs per shipment | Settled via bol.com invoice | You buy return labels yourself |
| Control over process | Limited | Full |
| Suitable for | Small to medium-sized sellers | Large sellers with their own warehouse |
The return process step by step
Understanding the entire return process helps you as a seller to better respond to return situations and improve your customer service.
1. Customer makes return notification
The customer logs in to bol.com and selects the item to be returned. Within the return period of 30 days, the customer can create a return notification free of charge. When making the notification, the customer provides a return reason, which gives you valuable data as a seller.
2. Return label and delivery to return point
After the return notification, the customer receives a return label that can be printed or displayed digitally. The customer takes the package to a return point of their choice. At package machines, the customer scans the barcode and places the package in the available compartment. At manned return points, the package is received and scanned.
3. Return shipment in transit
Once the package has been delivered to a return point, you as a seller can track the track-and-trace via your sales account. On average, it takes 2-5 working days for a return shipment to arrive, depending on whether you use the bol.com return service or your own return service.
4. Inspection and handling
Upon receipt of the return, you must inspect the item as a seller. You have several options: approve and refund, exchange the item, repair it, or reject the return if the item does not meet the return conditions. You communicate the chosen option via your sales account.
Costs and compensation for returns via return points
Returns are not free for sellers, even if customers do not pay return costs themselves. As a seller, you bear the costs of return logistics, which directly affects your margin. It is therefore essential to map these costs well using tools such as the Zoloo Profit Calculator.
Return costs per carrier
| Carrier | Return costs (indicative) | Insured up to | Return delivery time |
|---|---|---|---|
| PostNL (standard) | € 4.15 – € 6.95 | € 500 | 2–3 working days |
| DHL (standard) | € 4.50 – € 7.25 | € 500 | 2–3 working days |
| PostNL (large package) | € 6.95 – € 13.45 | € 500 | 2–4 working days |
| Pickup service | € 7.50 – € 15.00 | € 500 | By appointment |
Bol.com offers partial compensation for return costs. Additionally, there is a goodwill allowance of 25% of the sales value (excluding VAT) for damaged or missing return shipments, although bol.com itself decides whether this is paid out. Take this into account in your profit calculation.
Impact of returns on your sales performance
Returns don't just affect your profit margin, but also your performance indicators on bol.com. A high return rate can lead to a lower position in search results and even penalties. Monitor your return rate via the Zoloo Sales Dashboard to adjust in time.
Important performance indicators around returns
- Return rate: the percentage of orders that are returned. Bol.com aims for a maximum of 2-3% for most categories.
- Return processing time: how quickly you process a return after receipt. Bol.com expects processing within 5 working days.
- Customer satisfaction: a smooth return process leads to better reviews and repeat purchases.
- Return reason analysis: the reasons customers give when returning items. This provides insight into areas for improvement.
Lowering your return rate: 8 proven strategies
A lower return rate means lower costs, better margins, and a higher ranking on bol.com. Below, you'll find eight concrete strategies to reduce your return rate.
1. Optimize your product descriptions
Many returns occur because the product doesn't meet expectations. Ensure detailed, honest product descriptions with clear specifications, dimensions, and material information. Use the Zoloo Listing Generator AI to optimize your product pages.
2. Use high-quality product photos
Invest in professional product photography that shows the product from multiple angles. Add lifestyle photos so customers get a realistic view of the product in use.
3. Add size charts and specifications
Especially with clothing, shoes, and furniture, unclear sizes lead to many returns. Add clear size charts, comparison tables, and size advice to your product page.
4. Improve your packaging
Damaged products due to poor packaging lead to unnecessary returns. Invest in sturdy packaging materials and consider the LvB Box Size Checker from Zoloo to determine the right packaging size.
5. Offer proactive customer service
Contact customers who initiate a return. Sometimes, an issue can be resolved without a return, for example, by sharing usage instructions or offering partial compensation.
6. Analyze return reasons structurally
Keep track of the reasons customers give for returns and identify patterns. If a particular product is frequently returned due to "not as described", it's time to adjust the listing.
7. Choose the right products
Certain product categories naturally have higher return rates. Conduct product research beforehand and consider category-specific return rates when selecting your assortment.
8. Deliver quickly and reliably
Long delivery times lead to impulse returns: customers who buy elsewhere in the meantime. Ensure fast shipping via bol.com to prevent this.
Frequently asked questions about bol.com return points
Where can I find the nearest return point?
Customers automatically see the nearest return points when they initiate a return on bol.com. Additionally, they can search for locations in their area via the PostNL or DHL website and app.
Can a customer return an item without a return label at a return point?
No, customers always need a return label. This label is automatically generated after initiating the return. Without a label, return points won't accept the package.
What happens if a return arrives damaged?
If a return shipment arrives damaged, you can report this to bol.com via your sales account. Document the damage with photos. Bol.com may grant a courtesy allowance of 25% of the sales value excluding VAT, but this is not guaranteed.
How long does a customer have to drop off a product at a return point?
After creating a return notification, the customer has 14 days to drop off the package at a return point. In total, there is a return policy of 30 days after receipt.
Can I as a seller refuse a return point?
No, you cannot determine which return point customers use to drop off their package. The return network is the same for all bol.com orders. However, you can choose between the bol.com return service and your own return service.
Conclusion
The bol.com return points form an essential part of the e-commerce infrastructure that you as a seller have to deal with. With thousands of locations in the Netherlands and Belgium, it's easy for customers to return products. As a seller, you can limit the impact of returns by choosing the right return model, optimizing your product presentation, and structurally analyzing your return reasons. Use tools like the Zoloo Sales Dashboard to monitor your return percentage and the Winstcalculator to include return costs in your margin calculation.