Bol Account Blocked?

Your bol account blocked - a nightmare for every seller who depends on the platform. Whether you're just starting to sell on bol.com or have been an active partner for years, a blocked sales account can have huge financial consequences. In this comprehensive article, we'll explain step by step why bol.com blocks accounts, how the evaluation system works, what you can do if your bol account is blocked, and - perhaps even more importantly - how you can prevent it from happening in the first place. With practical tips, an overview of all service standards, and concrete action plans, you'll be fully prepared after reading this article.

Why is a bol account blocked?

Bol.com is primarily a customer platform. The customer is central, and bol.com sets strict requirements for its sales partners to ensure customer satisfaction. As a seller, you're responsible for delivering an excellent shopping experience. If you structurally fail to meet the set standards, bol.com may decide to temporarily or permanently block your account.

The main reasons why a bol account can be blocked are:

• Collecting too many strikes - Five strikes result in a temporary block, seven strikes in a permanent closure
• Violating the terms of use - Such as selling counterfeit products, providing misleading product information, or prohibited items
• Fraud or intentional policy violation - This directly leads to a permanent block for an indefinite period
• Structurally poor performance - Repeatedly scoring below the minimum standards for key performance indicators
• Exhaustion of policy points - You receive 100 policy points each year; when you reach 0 points, your account is closed

The bol.com evaluation system explained

Bol.com evaluates its sales partners based on eight performance indicators. These are measured weekly and determine whether you receive strikes. It's essential to understand and actively monitor these statistics, as this is where the journey to a blocked bol account can begin.

The eight performance indicators

Performance indicator	Minimum standard	What is measured	Consequence of not meeting the standard
Cancellations	< 2%	Percentage of orders canceled by you	Strike for exceeding
Delivered on time	≥ 93%	Percentage of orders delivered within the promised delivery time	Strike for not meeting
Response time	≥ 90% within 24 hours	Percentage of customer questions answered within 24 hours	Warning / strike
Reviews	≥ 8.0 average	Average customer review over a recent period	Point of attention
Track & Trace	≥ 95%	Percentage of orders with a valid tracking number	Strike for not meeting
Returns	Category-dependent	Percentage of returns compared to the total	Strike for exceeding
Customer questions	As low as possible	Percentage of orders with customer questions	Point of attention
Availability	Available by phone	Whether you're available to bol.com and customers	Warning

With tools like the Boloo sales dashboard, you can monitor all your performance indicators in one overview. This way, you can spot problems before they lead to strikes and prevent your bol account from being blocked.

Policy points: the point system

In addition to the strike system, bol.com uses a system of policy points. Every year, you receive 100 policy points. When you violate the terms of use, points are deducted. Examples include selling prohibited products, posting incorrect product information, or not following return policies. If you end up with 0 policy points, your sales account will be permanently closed. It's crucial to always follow the rules and regularly review the bol.com terms and conditions.

How does the strike system work exactly?

The strike system is the main mechanism that determines whether your bol account will be blocked. A strike is a penalty point you receive when you score below the minimum service standards. Here's a detailed overview of how the system works:

Build-up of strikes

For performance indicators such as cancellations, on-time delivery, Track & Trace, and returns, you can receive a strike per measurement if you don't meet the standard. This means you can theoretically receive multiple strikes at the same time if you score poorly on multiple fronts. The strikes are calculated weekly based on your recent performance.

Twice a year, bol.com reviews (resets) the strikes. This gives you the chance to start with a clean slate. Note, however, that bol.com may be stricter if you've had multiple strikes before. It's not a free pass to break the rules again after a reset.

From strikes to blockage

• 1-4 strikes: Bol.com sends warnings and tips to improve your performance. Your account remains active, but you must take immediate action.
• 5 strikes: Your bol account is temporarily blocked. You must submit an improvement plan to regain access.
• 7 strikes: Permanent blockage of your sales account and all linked accounts under the same KvK and BTW number.

Bol account blocked: temporary blockage and the improvement plan

If you've collected five strikes and your bol account is blocked, you'll receive a message from bol.com asking you to submit an improvement plan. This plan is your chance to demonstrate that you're taking the situation seriously and will take concrete measures.

What should be in your improvement plan?

A good improvement plan includes the following elements:

1. Analysis of the causes - Describe which performance indicators are not meeting the standards and why this happened
2. Concrete action points - Specific measures you'll take, such as switching to a more reliable shipping service or extending your customer service hours
3. Timeline - When you expect the improvements to become visible
4. Preventive measures - How you'll prevent future strikes
5. Monitoring - How you'll track and control your performance going forward

Submit your improvement plan as soon as possible. After approval by bol.com, your store will be reopened. Keep in mind that you'll then be at five out of seven strikes - each subsequent violation will bring you closer to a permanent blockage.

Tips for a successful improvement plan

Be specific and honest in your improvement plan. Bol.com wants to see that you understand the problem and are taking serious steps. Mention concrete tools and processes you will implement, such as using automatic VAT invoicing to reduce customer questions about invoices, or implementing email campaigns for proactive customer communication.

Permanent block: what does that mean?

With seven strikes, your bol account will be permanently blocked. This has serious consequences:

• All stores linked to your KvK and BTW number will be closed
• It's not possible to create a new account with the same company
• A different company name or new assortment won't help - the block applies to the company
• The permanent block lasts at least one year
• After the block, you'll have six weeks to settle ongoing matters
• If you sell via LVB (Logistics via Bol), you'll have three weeks to have items shipped to yourself

In case of fraud or intentional policy violation, the block is indefinite and all linked accounts will be closed immediately.

Concrete tips to prevent your bol account from being blocked

Prevention is always better than cure. Here are proven strategies to ensure your bol account isn't blocked:

1. Monitor your performance daily

Check your performance indicators in your sales account every day. Bol.com sends notifications when you're at risk of falling below the norm - take these warnings seriously. Use the Boloo dashboard for a complete overview of all your metrics in one place.

2. Ensure realistic delivery times

One of the most common reasons for strikes is failing to deliver on time. It's better to promise a delivery time of 3-5 working days and deliver faster, than to promise 1-2 days and not be able to keep it. Take into account peak periods like holidays and Black Friday.

3. Respond quickly to customer questions

Answer all customer questions within 24 hours - preferably faster. A quick and helpful response not only prevents strikes but also leads to better reviews. Consider using AI-driven customer service to respond quickly even outside office hours.

4. Always use Track & Trace

Send every order with a valid tracking number. This is not only required but also gives the customer confidence and reduces the number of "where is my order" questions. Choose a shipping service that offers reliable tracking.

5. Reduce your return rate

A high return rate is a common cause of strikes. Ensure accurate product descriptions, good photos, and clear specifications. Use the Boloo listing generator to create professional product pages that accurately reflect customer expectations.

6. Avoid unnecessary cancellations

Never cancel orders unless absolutely necessary. Keep your inventory up to date and ensure your product tracker is current. Consider temporarily removing products from your assortment if you're unsure about availability.

7. Automate where possible

Use tools to automate repetitive tasks and prevent human errors. Think of automatic invoicing, automated review requests via email, and inventory management. The more you automate, the smaller the chance of errors that lead to strikes.

8. Know the terms of use

Read the bol.com terms and conditions carefully and stay up-to-date with changes. Many sellers get policy points deducted because they're not aware of specific rules around product categories, return policies, or product information.

What to do if your bol account is blocked: step-by-step action plan

Is your bol account blocked? Follow this action plan:

1. Analyze the cause - Go to your performance tab and identify exactly which indicators are causing the problem
2. Download your data - Export all your order information, customer data, and financial data while you still have access
3. Develop an improvement plan - Be concrete and realistic (see above for tips)
4. Submit the plan as soon as possible - Every day of delay is a loss of revenue
5. Implement the improvements immediately - Don't wait for approval, take action right away
6. Monitor daily - After reopening, you need to be extra vigilant about your performance
7. Consider professional help - Tools like Boloo help you structurally improve your performance and prevent another block

Frequently asked questions about bol account blocked

When is my bol account temporarily blocked?

Your bol account is temporarily blocked when you've accumulated five strikes. You'll then be asked to submit an improvement plan to bol.com. After approval, your account will be reopened.

When is my bol account permanently blocked?

With seven strikes, your account is permanently blocked for at least one year. In cases of fraud or intentional policy violations, the block is indefinite.

When does bol.com reset strikes?

Bol.com performs a review twice a year, resetting strikes. Note: after a reset, bol.com may be stricter if you've had many strikes before.

Can I create a new account after a permanent block?

No, you can't create a new account with the same KvK or BTW number. This also applies to a different company name or a different product range under the same company.

What happens to my ongoing orders after a block?

After a permanent block, you have six weeks to handle ongoing customer questions, returns, and other matters. For LVB sales, you have three weeks to return your stock.

How can I prevent my bol account from being blocked?

Monitor your performance indicators daily, respond quickly to customer questions, always deliver on time, use Track & Trace, and ensure accurate product information. Tools like Boloo help you keep an eye on all statistics and act proactively.