Here you can find an overview of the most frequently asked questions. If your question is not answered below, please use the ticketing tool to submit your question and provide the following information:

• SupplierID
• Clear description of the issue
• The offerfeed file in question
• The relevant EANs in text

Many frequently asked questions can also be answered using the offerfeed feedback report.

FAQ

There are no articles in my article screen

The products shown in the article screen are based on the last uploaded offerfeed. If the offerfeed was empty or there was an error while processing the file, no articles will be shown in the article screen.

If you are a new supplier and are still in the onboarding process, your supplier account is not active yet. Your uploaded offerfeed files will not be processed, resulting in an empty article screen. After you complete the onboarding process, your last uploaded offerfeed will be processed and the articles will appear in your article screen.

If your supplier account is a Third Party account, your offerfeeds will not be processed and no articles will be shown in the article screen.

One or more products are missing from my article screen

The products shown in the article screen are based on the last uploaded offerfeed. If a product is not included in the offerfeed, it will not be shown in the article screen.

If the product is included in the last uploaded offerfeed and there are no errors in the offerfeed feedback report, there may be an internal rule on the EAN that prevents the product from being displayed. Please contact your buyer or contact person and provide the information mentioned above.

I’ve added new products to the offerfeed, but they are not showing up

Please check the offerfeed feedback report to see if the Product reference is correct.

If there are no errors in the offerfeed feedback report, please wait 24 hours. It can take up to 24 hours for the system to create new products.

If the product is still not showing up after 24 hours, please contact Supplier Management and provide the information mentioned above.

Everything is correct, but the product is not available for ordering. What is going wrong?

If there are no errors in the offerfeed feedback report, all required product information has been provided and the product is still not available for ordering, please contact your buyer, contact person or Supplier Management and provide the information mentioned above.

There may be an internal rule on the product that prevents it from being ordered.

An existing product has a new EAN. How do I process this correctly?

Please add the new EAN to the offerfeed so that the new EAN can also be created in our system.

Once the new EAN has been created, contact your buyer or contact person to have the EANs combined. Please provide both EANs in the following format:

Main EAN – Sub EAN

The Main EAN will be the first visible EAN on the product page.

We are unable to deliver for a few days. How do we communicate this to bol?

You can communicate this using the closing days in your supplier account.