Service standards

What are the service standards?

To ensure the quality of our platform, a number of service standards are applied

The service standards of

1. Items on time (at least 95% of all items ordered)

At least 95% of the items ordered must reach the customer on time. Your sales account gives you a good overview of your delivery performance and shows you how you can improve your ‘Articles on time’ score.

This service standard is measured using the following methods:

Of all ordered items to be tracked it is checked whether the first delivery attempt falls within your delivery promise. This applies to orders sent with PostNL (package stamp or own appointment), DPD (package stamp or own appointment), DHL (package stamp or own appointment) and BPost (package stamp). Is the customer not at home or does the customer change the delivery address? This has no effect on your score.

  • Measured by the customer

For orders that cannot be tracked, because they were sent by letter post or by another carrier, the customer receives a delivery confirmation e-mail on the final delivery date. Via this e-mail, the customer can indicate if the order has not yet been received. The customer then comes into direct contact with you:

  • Does the customer respond? Then this is seen as an article not delivered on time.
  • No reaction? Then the article is measured as delivered on time. Sending an e-mail makes the item measurable, so it is always included in the measurable items in the service standard ‘Items on time’. does not have a link to all carriers to read the tracking data, therefore these carriers are made measurable through the delivery confirmation. Customers who receive the order with a delivery appointment will not receive a delivery confirmation by email. This is because this is an agreement between the customer and partner and it is not measured.


In your delivery promise, keep in mind that the time the customer placed the order is leading. So if the customer orders an item at 15:57 and the delivery promise says “ordered before 16:00, delivered tomorrow”, the customer really assumes that he will have the item tomorrow.

2. Cancellations (up to 2% of items ordered)

From experience we know that it is very disappointing for a customer if an order is cancelled and therefore the cancellation percentage counts in the service standards.

Within the service standard ‘Cancellations’ 2 aspects are measured:

  • Cancellation by you
    It may happen that you cancel an order. Because the customer experiences this as negative, we want to prevent this as much as possible and therefore ‘Cancellations’ is one of the service standards.
  • Cancellation by the customer after the promised delivery date
    The customer assumes that the order will be delivered at the promised time and finds it therefore annoying when this does not happen. The dissatisfaction increases when the customer himself cancels an order that has not (yet) been delivered. Therefore, this also counts in the service standard “Cancellations”.

Does the customer cancel the order before the promised delivery date? Then this cancellation does not count.


Can’t deliver on time? Then cancel the order as soon as possible so that the customer can look for an alternative.

3. Track & trace number (for all parcel shipments)

Information is important to a customer and as a customer wants to know in more and more detail where an order is and when to expect it, a track & trace number is necessary. Therefore, always add this to your parcels. For letter mail a track & trace number is not mandatory – however, it is desirable.

4. Reachable by phone (at 90% of all call attempts)

Sometimes we need your help in handling orders, customer questions or complaints. To be able to help the customer as quickly as possible, it is important that you answer at least 90% of the phone calls during office hours (Monday to Friday, 9:00 to 17:00).

5. Customer queries (dynamic norm)

Customer questions are answered within 24 clock hours. You must reachable by telephone on working days between 9:00 and 17:00.


Do you receive customer questions? Then also look at which questions could have been prevented and how you can overcome these questions in your information provision to subsequent customers.

6. Response time (90% answered within 24 hours)

Responding quickly to customer questions has a positive effect on customer satisfaction. For this reason, your response time is measured and we expect 90% of customer questions to be answered within 24 hours.

7. Returns

Everyone benefits from preventing returns.  Aim for a maximum of 10% returns unless the seller can prove that the end customer is at fault.


Do you get a lot of returns? Then use the return reasons in the sales account to figure out how to prevent returns in the future.

How does this sound?

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