FAQs

I cannot sign onto my account

It may well be that you also have a free buyer account with AbeBooks.co.uk. However all bookseller accounts can only be accessed via AbeBooks.com

If you have checked that you are on AbeBooks.com and that your password and email address are correct you should be able to sign in. If you are still experiencing difficulties please contact us. It is important that you can access your account to ensure that orders are processed and that your inventory is up-to-date.

My computer crashed. How can I get back my inventory?

If you previously had your books listed in HomeBase and your computer has crashed, you can recover your information. Simply download  and install HomeBase, if you no longer have it, and then download your online listings by following the instructions provided below. Please be aware that only the online listings will be downloaded, any internal information you had had (such as sold books, customer data & invoices) will be lost as this was only stored in your computer.

There is a two-part process for copying your book inventory from the AbeBooks system to your HomeBase program: Downloading and Importing.

STEP 1. Downloading:

  • [Sign On] to your AbeBooks.com bookseller account
  • From the Members Menu select [Downloads]
  • Click [Download your book records in North American format]
  • Click the [Press Here To Initiate File Download] button

This begins the process for creating the book data file - it may take 30 minutes to complete. You will then be sent the following email note stating the book data file is ready for download:

"...As per you recent request, a HomeBase import file called HBImport.txt has been created for download on the AbeBooks website. Please download the file via a link on our Members Menu titled 'Download Pending HomeBase Import Files'."...

  • Return to the Members Menu (you may need to sign on again) and again select [Downloads] and then click the [Download your pending HomeBase file now!] button
  • Then select [Click here to download the latest HomeBase import file
  • Once the entire HomeBase file is displayed on your screen, pull down the File menu and choose "Save As..." which will display a default file name
  • Select the directory on your computer where you want this file saved and where it will be easiest for you to find the file, we suggest on your Desktop
  • Click the [Save] button and the inventory file will begin transferring to your computer

STEP 2. Importing:

  • Start up your HomeBase program
  • Near the top left of your screen pull down the File menu and choose "Import"
  • On the "Book Import Control Panel" window, choose either the "Merge" or "ZAP" option:

ZAP - deletes your existing books and replaces them with the book data from AbeBooks.

Merge - adds the books from AbeBooks to the books you already have in HomeBase.

  • Click [OK]. An "Open" screen will appear
  • Select the inventory file you wish to open and click [Open]
  • Click on the Desktop icon
  • Select the HBIMPORT.TXT file

Note: HomeBase will process the file and display the number of books transferred.

  • Click [OK] to close the download report screen

The HomeBase will now list the current number of books for sale contained in your database. The count should include the books imported from the AbeBooks system.

If you would like more information on HomeBase, see Using HomeBase or download the HomeBase 2.3 User Guide

Common Technical Issues

On the following links we have provided resolutions to some common technical issues.
If your issue is not mentioned or if you are unable to resolve the issue, you can contact us to further assistance.

I do not understand the statement & payment emails, where can I get an explanation?

You can review your monthly commission and processing fees online by clicking the [Review Fees] link at the bottom of the email statement.

To review your AbeBooks commissions and processing fees:

1.  Sign On using your email address and password
2.  Select [Your Personal Information] on the Member's Menu
3.  Click [Account Details By Statement]
4.  Select the Month and Year from the drop-down list for Statement Date, and click [List Fees]
5.  Review the information for the selected Statement Date


The fees statement displayed shows all the fees for the previous month.  For example:  You select June. The fees displayed are for the period May 1 - 31. At this time you cannot review commission or processing fees for the current month.

The shipping fees are not correct, how can I adjust them?

Updating your shipping matrix can improve your sales as buyers often compare shipping rates and speeds in the search results.  Entering accurate shipping times can also reduce buyer inquiries and returns.

You can easily update your shipping matrix to reflect your shipping costs and speeds, or to use as a marketing tool by offering low rates to buyers.  You can specify standard and priority shipping for all international countries.

The average shipping weight is based upon a 2.2 lb (1 kg) package for the first item and 1.1 lb (0.5 kg) for each additional item.

Shipping_matrix

Adjusting Your AbeBooks Shipping Matrix:

To add a country to the shipping matrix:

1. Sign on to your bookseller account on AbeBooks.com
2. Click [Adjust Shipping Rates] in the "Quick Links" menu
3. Select a country from the list in the top-left corner of the matrix
4. Click the [Add to matrix] button

To adjust the rates and speeds in the shipping matrix:

Buyers see your shipping rates and speeds in the search results and shopping basket.

1. Locate the country you would like to adjust rates or speeds for. Select your desired rates and speeds from the appropriate lists
2. Click the [Save Changes] button

A buyer did not receive the book, what should I do?

On occasion, a book that you shipped promptly may be lost in the post. In which case you can refund the buyer from your AbeBooks account (if we charged the buyer). You will then automatically be refunded the commissions and processing fees on this order.

To request a return or refund:

1. Click [sign on] on AbeBooks.com and enter your Email Address and Password
2. Click [Process YourOrders] from the "Quick Links" menu to access the Order List screen
3. Enter the Order Number and click [List Orders]
4. Click [Request a Refund]
5. Select Appropriate Reason and Comments (if the book was lost in the post select reason "item did not arrive"
6. Click [Initiate Return/Refund]
7. 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.

View our Quick Returns and Refunds Guide.

 

I have difficulties to upload my file (with HomeBase, FTP or another software)

As part of AbeBooks’ ongoing effort to exceed industry standards for protecting the security.

Therefore, on 28th of February 2013 we integrated a new layer of security called FTP Secure (FTPS or FTP over TLS). Without upgrading your software to FTPS it will not be possible to successfully upload your book data 

 

Does the change to FTPS concern me?

The change to FTPS will not affect you if:

  • You have your own format for book data and upload files via your AbeBooks members menu.
  • You manage your books via the Online Inventory Management function.
  • You use HomeBase 3.0.

If one of the above applies to you then you do not need to take any action. You can send your book data and images to AbeBooks as before.

The change to FTPS will affect you if:

  • You use HomeBase 2.3. We now have an upgraded version of HomeBase 2.3 online. To make sure that you are using the latest version (2.3.30 or 2.3.31) open the software and click "Help" and then "About HomeBase". If you do not have the latest version, please click here to download and install the software. You can find out more information here.
  • You upload your book data and images using an FTP program (E.g. FileZilla). You need to obtain a security upgrade from the software provider. The required settings for most FTP programs can be found here.
  • You upload your book data and images using a third-party upload service. In order to use FTPS the provider must change their settings. We are already working with the most commonly used service providers to help them implement the necessary changes.

Other common causes of issues:

  • Check that your User ID has been entered correctly password (view via [Your personal information] link on the members menu)
  • Check and re-enter your password
  • Check your firewall

If you are still unable to use the FTPS method , as an alternative you can upload book data file via your browser Members Menu. To do so, simply:

1. [Sign On] to your AbeBooks.com bookseller account

2. Click [Upload a Book or Picture File] from the Members Menu

3. Following: "What file would you like to send us?" Click the [Browse] button - this will allow you to search your computer and select the file you would like to upload.

4. Finally, click the [Send File] button to transfer a copy of your file to our system

Once the file has been uploaded you will see the message “Your file was successfully uploaded to AbeBooks!” If at this point the browser times-out or you are redirected to the Homepage ensure that you do not have a firewall blocking the file.

 

If you have any further questions please contact AbeBooks.

 

 

 




 

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