How do I receive notifications for ordered books?
AbeBooks sends booksellers an email confirming every order placed for one of your books. Depending on our order volume, the delivery time for these emails can vary slightly. We recommend that you process your orders via our online system to ensure that all orders are processed promptly.
Email is an indispensable tool, but it is fallible. Changes made by your ISP, spam filters, and virus protection software can all contribute to problems receiving your AbeBooks email. Our order notifications are convenient reminders, but should not be solely relied upon to inform you that you have orders, therefore we kindly ask that you check your orders online.
To check and process your orders online:
1. Sign on to AbeBooks.com and sign on to get to the Members Menu, then click the [Bookseller Programs] link
2. Click the [AbeBooks] link
3. Click the [Review and/or process your orders] link. A list of unprocessed orders will appear
How can I process my orders?
When one of your books is ordered from AbeBooks you are sent an email notification with the book information and a link to process the order. You need to process book orders online in order for your book buyers to be charged and notified that the order has been updated. The order processing procedure differs between Ecommerce and Bookseller Direct orders.
Ecommerce Orders: are those orders that the book buyer paid by credit card
Bookseller Direct Orders: are those paid by any method that can be processed by the bookseller
Processing an Ecommerce Order:
1. [Sign On] to your AbeBooks.com bookseller account
2. Click [Process Your Orders] from the Quick Links on the right of the Members Menu
3. Locate the order you would like to process and click [Process Order]
4. Select the appropriate status from the Status column to process the order and click the [Save Order Changes] button
Once an Ecommerce order is marked as Shipped, the payment will be attempted. If the payment is successfully taken the [View Shipping Manifest] button will appear and you will be able to view the buyer’s full contact details.
If you need to request extra shipping that can be done by choosing [Extra Charges] as opposed to [Will Ship]. Click here for further information.
PLEASE NOTE: Ecommerce orders must be updated within 4 days, this includes weekends. If you do not work weekends, please ensure that you process your orders every 2 days. Orders that are not processed within that period will expire and we will automatically inform the customer that their order has been cancelled.
If an order has been processed in error it can be cancelled and the buyer refunded. Click here for further information.
Processing a Bookseller Direct Order:
Follow steps 1 – 4 above. Note the statuses to choose from are different between Ecommerce and Bookseller Direct orders.
If you have the book available, select [Availability Confirmed] and click the [Save Order Changes] button. You will find the buyer’s email address beneath the order information. Contact the buyer and confirm the details of payment – cheque details, paypal account etc.
Should you need to change the shipping costs, you can discuss this with the buyer directly. As soon as you have received payment for the order, click the [View Shipping Manifest] button for the buyer’s full contact details and send the book.
Should you not be able to receive payment from the buyer you can cancel the order. Click here for further information.
PLEASE NOTE: If a Bookseller Direct order is not updated within 4 days, the status will automatically change to Availability Confirmed
Tracking Information: When you process orders, you have the choice to ship via a trackable method. If you choose to use a trackable method, the tracking information should be added to the order information after processing.
What is Tracking Information?
Tracking information is purchased from the post office upon shipping orders. When you purchase tracking information, you receive a tracking number that can be used to ensure the book arrived to its destination. Please contact the post office for the exact cost of purchasing tracking information.
Why Should I Use Tracking Information?
When you process orders, you have the choice to send the books using a trackable method. The use of a trackable means of shipment is highly recommended by AbeBooks for two reasons:
* Using a trackable means of shipment reassures the buyer that the order has been shipped. Should the order not arrive by the estimated delivery date, the buyer may initiate a refund for the book. Having tracking information does not allow the buyer to initiate a return for the reason "Item Did Not Arrive".
* Tracking information acts as insurance for you. Should a book not arrive by the estimated delivery date, you can provide tracking information to the buyer and track the package yourself on the USPS Web site to determine why it did not arrive to the buyer.
What do I do with the Tracking Information Once I Have it?
After you process an order, and are provided with a tracking number by the Post Office, sign in to your AbeBooks account and insert the tracking number.
To enter tracking information to a previously processed order:
1. [Sign On] to your AbeBooks.com bookseller account
2. Click [Process Your Orders] from the Quick Links on the right of the Members Menu
3. Locate the order to which you would like to add tracking information and click [Review Order]
4. In the Order Information Box, you can enter the shipping company and tracking number
5. Click [Update] to save the tracking information
Tip: Many AbeBooks buyers will need a receipt/invoice with their order, especially if you receive an order from another European country. Remember to check the special instructions field, as the buyer will often indicate if a receipt/invoice is needed. The invoice can be included in the order or sent via email. AbeBooks can only provide the buyer with the confirmation of the order and not an official invoice as the buyer is your legal trading partner. If a buyer asks for a receipt/invoice please do provide one as they may be ordering on behalf of a company or library where they need to reclaim the purchase amount. If you have any questions about what should be included in an invoice please Contact Us.
How do I increase or reduce shipping charges for an order?
At AbeBooks, we have learned that happy customers frequently become return customers. Often, book buyers satisfied with the service and products of one bookseller will do business with that bookseller again in the future. Good service includes a low postage fee and speed for ordered books. We have developed guidelines to encourage timely shipping speeds and fair shipping prices in order to keep our, and your, book buyers happy. We require you to pack your parcels well to prevent damage and to send your books within two days of receiving the orders.
When you receive an order you can further adjust the shipping charge if needed. Extra charges can be requested for a heavy/oversized books or multi-volume sets, to pay applicable taxes, or to purchase insurance for a valuable book. Likewise, if a book is light or if the shipping charge is too high, you can also reduce the shipping charges when processing the order.
For instructions on adjusting your overall shipping rates and speeds, Click Here!
To request Extra Shipping Charges for an Ecommerce Order:
1. Select the [Extra Shipping] option in the status column
2. Click the [Save Order Changes] button
3. Enter the extra charge in the “Increase By” text box
4. Click the [Save Shipping Details] button
If you add a charge, an email message is sent to the buyer notifying them of the request. The buyer then has 4 days in which to accept or decline the extra charge request. If the buyer rejects the request or does not respond at all, then you still have the choice whether to process it at the original shipping quoted or to reject the order. Orders that are rejected after a buyer declines an extra shipping charge do not count against your Bookseller Rating.
Note: Booksellers who accept additional payment methods are required to contact the buyer directly after processing the order, to arrange extra charges.
To Reduce Shipping Charges for an Ecommerce Order:
1. Select the [Reduce Shipping] option in the status column
2. Click on the [Save Order Changes] button
3. Enter the reduced amount in the “Decrease By” text box
4. Click the [Save Shipping Details] button
The shipping charges are automatically reduced and the order is processed. A confirmation of the new amount is sent to the buyer. However, you do not need to wait for the buyer to respond to the shipping reduction. We assume that buyers are happy with any reduction.
To Reduce Shipping Charges for a Multiple Item Order:
To reduce the shipping on multiple books in one order, you will need to reduce the shipping for each book in the order; you cannot reduce the shipping cost of any one book to zero. If you attempt to reduce the shipping to zero, an error message will appear and you will be asked to insert shipping changes again. For example: you receive an order with two books in it. The shipping on the first book is £7 and for the additional book it is £3. If it would cost you only £5 to ship both books, then you can reduce the shipping cost of the first book by £3 and the second by £2 when you process the order.
To Reduce Shipping Charges for a Bookseller Direct Order:
1. Process the order by selecting the [Will Ship] option in the Status column
2. When requesting payment from the buyer you can simply, deduct the appropriate amount for the reduced shipping. You may want to send the buyer an email explaining the reduction in shipping charges.
Please Note: We are unable to reduce the commissions for the adjusted shipping price for a Bookseller Direct Order. This is also the case for increased shipping costs.
What payment methods may I offer my AbeBooks buyers?
All credit card payments are processed by AbeBooks on your behalf. Currently buyers can pay the following credit cards:
Visa - MasterCard - American Express - JCB - Carte Bleue
You can select additional payment methods such as cheque, money orders and PayPal that you will process through your AbeBooks account.
To select your acceptable methods of payment:
1. [Sign On] to your AbeBooks.com bookseller account
2. Click [Your Personal Information] in the Members Menu
3. Click [Acceptable Payment Methods] in the Personal Information menu
4. Optional: Select additional payment methods that you will accept
5. Click the [Submit] button
For all payment methods other than credit card you are required to contact the book buyer directly to arrange payment for the order. The book buyer's contact information is supplied to you when you process the order online.
Do I need to supply an invoice?
AbeBooks bookseller members should supply buyers with an invoice. For most buyers within the UK one is not needed, but please ensure that for all international orders an invoice is included when the book is shipped. Even if AbeBooks processes the payment on your behalf, an invoice can be given from you directly to your trading partner, the buyer. You can use your own system to supply an invoice or you can use a feature in our free software HomeBase. Click here for information on installing HomeBase.
Security Tips
We encourage all of our booksellers to be informed of the potential risks that exist in the world of Internet commerce.
Indicators of fraud:
Although the majority of our buyers are undoubtedly honest and responsible individuals, the occasional order may prove to be fraudulent. We advise booksellers to carefully review all orders before processing, particularly those that display the following traits:
- Orders from African and former Eastern Block countries
- Orders placed by buyers with free email accounts (such as hotmail, yahoo, etc) or suspicious email addresses
- Large volume of orders
- Expensive orders
- Large volume orders for popular items
- Buyer's contact information, including name and phone number do not seem to correlate with the client's geographic location (i.e. Henry Smith, Nigeria)
- Invalid shipping address (i.e. Nigeria, Denmark)
- Invalid contact information
What you can do:
Check Shipping addresses: Does the zip code/postal code match up with the billing address? The post office of the jurisdiction you are sending to often has a list of zip codes or postal codes. See:
- USPS: www.usps.com
- Canada Post: www.canadapost.ca
- Royal Mail (United Kingdom): www.royalmail.com
- La Poste (France): www.laposte.fr
- Deutsche Post (Germany): www.deutschepost.de
If you are not familiar with the name of the city, check that the city name exists in the country. Additionally, unless it is a gift purchase, the shipping address and billing address (if provided by the buyer in "Special Instructions") will be identical. Some fraudulent buyers will use obviously fake shipping addresses. Please take the time to check that the address is valid.
Another way to check the validity of the buyer's address is to research the phone number (if provided) with the address. To do so, you may find the following links helpful:
- Germany: www.dastelefonbuch.de
- UK: www.bt.com/directory-enquiries
- France: www.pagesblanches.fr
Track or Insure Your Packages:
Tip: Insuring or tracking your shipments
will protect you against buyers who falsely claim their books have not arrived.
Some booksellers consider it a small price to pay compared to the value of the
potential loss. You may also have to contact the buyer to request additional
charges to cover the cost of insurance. Many people committing fraud will not
reply to the email.
Expensive Orders:
If you receive an order for an expensive book, you can contact the buyer using the email address displayed on the right-hand side of the order screen before you confirm availability of the item. Personal contact with the buyer also gives you the opportunity to make arrangements for special shipping and handling procedures. Again, if a buyer not responding to your queries may be indicative of a fraudulent purchase.
Notify AbeBooks Customer Support:
If you believe you have received a fraudulent order, please send the details to AbeBooks customer service. The AbeBooks Security and Trust team will investigate the issue and put steps in place to prevent future fraudulent incidents. Booksellers are financially responsible for the outcome of the order if they processed payment themselves.
To assist us with our investigation, please be sure to include:
- The AbeBooks purchase order number
- A description of the problem. (Why you think the client and order is fraudulent? For example, the credit card name doesn’t match the name of the person placing the order; the shipping address doesn’t match the billing address.)
- The steps you have taken to investigate the order. (Have you verified the address/phone number and if so, how? Have you attempted to contact the buyer by email or phone? Did they respond to you? If so, what did they say? How did you verify the credit card number?)
- Any relevant correspondence including faxes or e-mails that contain important details
Process a Refund for your Commissions:
If you have received a fraudulent order, you can process a refund for the commissions using the Returns process.
To request a return or refund:
1. [Sign On] to your
AbeBooks.com bookseller account
2. Click [Process Your Orders] from the Quick Links
3. When the Order List appears, locate the order by either AbeBooks purchase order number
4. Click [List Orders]
5. Click [Request a return/refund]
6. Select the return reason [Incomplete Sale]
7. Click the [Initiate Return] button
8. Click the [Confirm] button to confirm that the details of the return are correct
Because the return reason is "Incomplete Sale", no action is required on part of the buyer. An email will be sent to the buyer including any comments you have entered.
Tracking Information:
What is Tracking
Information?
Tracking information is purchased from the post
office upon shipping orders. When you purchase tracking information, you
receive a tracking number that can be used to ensure the book arrived to its
destination. Please contact the post office for the exact cost of purchasing
tracking information.
Why Should I Use Tracking
Information?
When you process orders, you have the choice to
send the books using a traceable method. The use of a traceable means of
shipment is highly recommended by AbeBooks for two
reasons:
* Using a traceable means of shipment
reassures the buyer that the order has been shipped. Should the order not
arrive by the estimated delivery date, the buyer may initiate a refund for the
book. Having tracking information does not allow the buyer to initiate a return
for the reason "Item Did Not
Arrive".
* Tracking information acts as
insurance for you. Should a book not arrive by the estimated delivery date, you
can provide tracking information to the buyer and track the package yourself on
the USPS Web site to determine why it did not arrive to the
buyer.
What do I do with the Tracking Information Once I Have
it?
After you process an order, and are provided with a tracking
number by the Post Office, sign in to your AbeBooks account and insert the
tracking number.
To insert tracking information to a previously processed
order:
1. [Sign On] to your
AbeBooks.com bookseller account
2. Select
[Process Your Orders] from the Quick Links
3. You will see the Order
List. Insert the AbeBooks Order Number in the space provided, or change the
Status field to "Processed" and click "List
Orders"
4. Locate the order you would like to
review. Click [Review] in the Review/Process
column
5. In the Order Information box, there is a
space provided to insert the tracking number
6. Click
[Update] to save the inserted tracking information
