Integration

Connect Bol.com to Zendesk: returns and cancellation requests as tickets

You only see returns and cancellation requests from Bol.com when you check the Partner Platform, and then your team does not know who picks them up. Schakel puts every unhandled return and cancellation request in Zendesk as a ticket, with the order data in ticket fields and the buyer as the end user. You create the OAuth client in your own Zendesk, so you stay in control. Bol.com does not release customer questions through its API and a reply to a buyer cannot be sent from Zendesk, so that part stays in the Partner Platform. We would rather say so up front.

ReturnsCancellationsOrdersCustomers

All Bol.com integrationsAll Zendesk integrations

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The link

What travels across the link

Everything this connector moves between Bol.com and Zendesk, and how often.

  1. Returns as tickets

    Every unhandled return becomes one ticket, with the products, the return reason and a link to the Partner Platform. Once the return is handled on Bol.com, an internal note is added.

  2. Cancellation requests as tickets

    A customer who wants to cancel an order produces one ticket. If Bol.com withdraws the request, a note is added. Schakel cancels nothing itself.

  3. Order data in ticket fields

    Bol order number, return number, fulfilment and channel sit in fields Schakel creates in Zendesk itself, plus a readable summary with products, EAN, quantities and amounts.

  4. Optional: every order

    If you want a customer's order history in Zendesk, every new order can be created as a solved ticket. This is off by default, because it can create many tickets.

What you get out of it

What Bol.com to Zendesk saves you

  • Every return and cancellation request has an owner in Zendesk.
  • The order data is in the ticket, without searching the Partner Platform.
  • You see all tickets per customer together.
  • Schakel never writes anything back to Bol.com or to a buyer.
In four steps

Setting it up

  1. 01

    Create an OAuth client in Zendesk

    As an admin you create an OAuth client for Schakel in your own Zendesk. The guide shows every screen.

  2. 02

    Connect Bol.com and Zendesk

    You add your Bol.com API details and enter the client ID and secret of your OAuth client. Schakel only gets access to create tickets and users and to read the groups.

  3. 03

    Choose what becomes a ticket

    You pick a start date, tags and a group to assign to, and review a dry run before anything is created.

  4. 04

    Tickets appear on their own

    Schakel opens one ticket for each new return or request. You reply to the customer in the Partner Platform, which the first comment of every ticket links to.

What you need

  • A Bol.com seller account with Retailer API details (Client ID and Client Secret)
  • A Zendesk Support or Suite account, the trial works too
  • Someone with the Admin role in Zendesk, as only an admin can create an OAuth client

Not sure how to get those keys? Step by step:

Bol.comZendesk

Where it runs

On app.schakel.app, with your own Schakel account. No webshop required.

Free to start

Then from €10 a month billed yearly, or stay on free. See the tiers

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Need this exact integration, or something it does not do yet? Tell us what you need and we reply within 24 hours.

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Common questions

Is the Bol.com to Zendesk connector available?

Yes. You set it up yourself from your Schakel account and start with a free trial. You need the API details of your Bol.com account and a Zendesk admin who creates an OAuth client.

Do customer questions from Bol.com also arrive in Zendesk?

Not through the connector itself: Bol.com does not release customer questions through its API. You can forward the notification mails Bol.com sends about a new customer question to your Zendesk support address, and they become tickets. The guide explains how.

Can I reply to the customer from Zendesk?

No. Bol.com offers no way to send free text to a buyer through the API. You reply in the Bol.com Partner Platform, and every ticket contains a direct link to it.

Does Schakel create duplicate tickets?

No. Every return and order gets at most one ticket, even if Schakel looks several times or a run stops halfway.

Can you connect Bol.com to Zendesk?

Yes. Schakel connects through the official APIs of Bol.com and Zendesk, so you install nothing on your own server and nothing travels outside those two parties.

Is a ticket created automatically in Zendesk?

Yes. What arrives from Bol.com becomes a ticket in Zendesk for the right customer, so a question does not sit somewhere unanswered.

Does Zendesk recognise the sender as an existing customer?

The sender is looked up by email in Zendesk and attached to the existing contact; with no match, a new contact is created.

Do I still have to log into Bol.com once the connector runs?

No. Once it runs, everything you now look up in the Bol.com seller account arrives in Zendesk by itself. You only open Bol.com when you want to check something yourself.

Missing something you need?

Tell us what Bol.com and Zendesk should do for you. If it is not in here yet, that is usually because nobody has asked. We reply within 24 hours.