Partner performance indicators

It is crucial for us to continuously strive for the best possible service to fulfill the expectations of our customers. 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.

Performance indicators API endpoint

Retrieving your performance indicator scores

This API functionality enables you to retrieve your performance indicator scores as listed in the table below, over the last 30 weeks.

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

Indicator score explained

The weekly scores are based on a daily calculated score which we refer to 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 were (see table below), the value calculated as the 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 for which we expect to have a valid track & trace code.

RETURNS

Percentage 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 24 working hours.