Partner performance indicators

Version 3 of the Retailer API has been deprecated. Please migrate to the v4 API as soon as possible.

Performance indicators API

Introduction

In order to fulfill the expectations of our customers it is crucial to continuously strive for the best possible service. To jointly ensure this quality of service is met, a number of service standards apply on the Bol.com platform.

The performance of Bol.com’s partners with regards to these service standards is monitored on a daily basis and reflected in weekly scores. The resulting Performance Indicators can be reviewed on your seller performance dashboard. For more background on the Service norms and our processes you can also refer to the partner platform page.

Retrieving your Performance Indicator scores

This API functionality enables you to retrieve your performance indicator scores as listed in the table below, for the 26 weeks covered by the monitoring period.

Note that it is possible for scores to change slightly over time, for example in case of customer returns or due to corrections and/or exceptions done by bol.com.

Indicator score explained

The week scores are based on a daily calculated score (we refer to them as the numerator and the denominator). Depending on the indicator, the meaning of the numerator and denominator in the response can change (see table below).

The score element specifies whether the predetermined standard is being met (true or false), what the numerator and denominator was (see table below), the value (denominator divided by the numerator) and the value’s deviation from the norm. You can find the details of the norm under the norm element in the response.

Indicator numerator and denominator

Table 1. Available indicators and explanations
Indicator name Explanation numerator and denominator

CANCELLATIONS

Percentage of cancelled items initiated by the seller related to the total amount of ordered items.

FULFILMENT

Percentage of items delivered on time measured by inquiring customers and track and trace codes.

REVIEWS

Average score of a seller to the overall review question: ‘how do you rate this seller?’

TRACK_AND_TRACE

Percentage of shipped items with a valid track & trace code compared to all the shipped items we expect to have a valid track & trace code.

RETURNS

% of returned items compared to all ordered items

PHONE_AVAILABILITY

Percentage of answered telephone call attempts on working days between 9.00 a.m. and 5.00 p.m.

CASE_ITEM_RATIO

Percentage of customer cases in relation to the number of ordered items per week.

RESPONSE_TIME

Percentage of customer cases which sellers respond to within 8 working hours