For many webshops, Bol.com is an important sales channel in the Netherlands and Belgium. That also brings customer questions, via the platform’s messaging system. How you handle them matters not only to your customers, but also to your position as a seller. These tips help you keep control.
Know the platform’s rules
Bol.com sets requirements for how sellers communicate with customers and monitors how you perform. The exact standards can change, so regularly check the current guidelines and your performance in your seller account. Make sure everyone who answers customer questions knows those rules.
Respond within the platform
Keep communication with Bol.com customers within the platform’s messaging system. That way everything can be found in one place and you avoid misunderstandings. Do not simply redirect customers to other channels.
Be clear about delivery
Many questions are about delivery times and tracking. A realistic delivery promise and timely shipping prevent a large share of those questions. Is there a delay after all? Let the customer know yourself, before they ask.
Handle returns and cancellations carefully
Returns and cancellations partly run through Bol.com’s own processes. Make sure your team knows how they work, and what your own terms are. Fast, friendly handling prevents negative ratings.
Answer product questions before purchase
Customers can ask questions about a product before buying. A fast and complete answer can make the difference between a sale and a missed opportunity. Use recurring questions to improve your product information.
Speak to your customers in their language
Bol.com customers speak Dutch, including Flemish customers in Belgium. Answers in natural Dutch build trust. For sellers from abroad, that is often the biggest challenge.
Combine Bol.com with your other channels
Also selling through your own webshop or other marketplaces? Then work from one knowledge base, so customers get the same answer everywhere.
Need help?
Mijnsupportdesk answers customer questions in your Bol.com seller account, on time and in line with the platform’s rules. We are not an official Bol.com partner, but work on your behalf and in your account. Read more about customer service on Bol.com or book an introduction.