On occasion, you may be required to initiate a refund or return on an order. "Returns" collectively refers to refunds and returns, and the returns procedure is also used to process a refund for an order that has been accepted in error. A buyer may also contact you to request a return, in which case you can initiate a return on the buyer's behalf.
To request a return or refund:
1. [Sign On] to your AbeBooks.com bookseller account
2. Click [Process your Orders] from the Quick Links menu
3. On the Order List screen, enter the Order Number and click [List Orders]
4. Click [Request a Refund] or [Cancel Order]
5. Select Appropriate Reason and Comments (see definitions below)
6. Click [Initiate Return/Refund]
7. Using the radio buttons, you can choose to have the refund processed immediately, or to wait until you receive the book back from the buyer. (This is a mandatory field.)
8. Select whether return shipping will be refunded or not. (This is a mandatory field.)
9. Click [Confirm] to confirm the return or [Edit Return/Refund] to make changes to the return
An email is sent to both you and the buyer as notification of an initiated return.
Notes:
- AbeBooks requires booksellers to accept all returns. The price of the book, as well as original and return shipping costs should be returned to the buyer upon receipt of the book except in the case of buyer changed mind. In addition, booksellers may dispute "Item not as Described" returns, in which case return shipping will not be refunded to the buyer.
- Extra charges or changes to the shipping amount (this may also be reduced via our "reduce shipping" option) are included within the shipping costs and will be returned to the buyer. There is no separate category for these adjustments.
- Books are deleted from the AbeBooks inventory after purchase, but are not re-listed when a return is requested. Please, remember to re-list your returned books through your inventory management software after you have received the book/books back.
When you process refunds the reason code that you select determines the amount refunded to the buyer. Please view the table below for further information on the reason codes and how they alter the refund.
Definitions of Return Reasons and Corresponding Reimbursement Amounts:
|
Return Reason |
Description |
Reimbursement |
|
Item did not Arrive |
The order did not arrive and is past the estimated delivery date |
Full refund = Book price + shipping charged |
|
Order Accepted in Error |
The seller agreed to send a book, but then found the book condition was not as described on AbeBooks, or that the book had been previously sold |
Full refund = Book price + shipping charged |
|
Buyer Cancelled before Shipping |
The seller agreed to send a book but was contacted by the buyer prior to shipping. Buyer requested order cancellation |
Full refund = Book price + shipping charged |
|
Item was Damaged |
Item was damaged in transit |
Full refund + return shipping = Book price + shipping charged + return shipping equal to original shipping |
|
Incorrect Item Delivered |
The book sent to the buyer was not the item the buyer ordered |
Full refund + return shipping = Book price + shipping charged + return shipping equal to original shipping |
|
Item not as Described |
The book is shipped to the buyer and buyer claims it does not match the description on AbeBooks. If the seller does not agree that the item was "not as described" they are not required to refund Return shipping, but must accept the Return. |
If seller agrees: Full refund + return shipping = Book price + shipping charged + return shipping equal to original shipping If seller disagrees: Full refund = Book price + shipping charged |
|
Partial refund* |
The buyer and bookseller have agreed to a partial refund amount. The buyer is refunded only the amount specified |
Specified by bookseller |
|
Buyer does not want item** |
Buyer received item, but does not want the item |
Full refund = Book price + shipping charged |
|
Incomplete Sale*** |
Buyer failed to pay for item |
Refunds commissions charged to bookseller |
Reimbursement amounts are for Ecommerce orders only. For Bookseller Direct orders, the buyer must be refunded directly. * Ecommerce orders only ** Orders placed on AbeBooks.com will be refunded only the book price *** Bookseller Direct orders only
Not all refunds count against your Bookseller Rating, click [here] for our online overview.
