Claims management

How will I be notified of discrepancies?

Discrepancies are reported by email in the form of a Self-billing Credit Note. You can set up the email address to which these notifications are sent by assigning the appropriate role to the relevant contact person in the supplier portal.

Instructions can be found on this page: Supplier portal admin rights – bol Leveranciersplatform

I disagree with the claim. Where can I file an objection?

If you disagree with a claim, you can file an objection using the following form:

Submit a ticket – Bol.com

There is a 15-day objection period. Objections submitted outside of this period will be rejected.

How will my objection be processed?

We do our best to resolve your objection as quickly as possible. If it takes longer than expected, please send a reminder in the existing email chain. To expedite the process, remember to include as much relevant information in the objection form as possible. This relevant information includes but is not limited to a signed POD, signed CMR, packing list and information regarding the packaging of the items. If bol. determines a delivery did not fulfil the conditions of the Terms of Delivery and proceed to withhold payment, this decision is final. Bol. derives this right from the signed Delivery Terms. A second objection for the same claim will not be processed.

You can find the Terms of Delivery here:

Where can I find all claim documents?

All notifications of discrepancies are currently sent by email and cannot be found in the supplier portal. If you did not receive a claim or payment specification, check whether the email might have landed in the spambox or if the right email address has been set as recipient of reports of discrepancies in the Supplier Platform. If this does not resolve the issue, you can contact bol. at factuurcontrole@bol.com for further support.