How can I cancel an order?
To cancel an order:
The cancellation 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 other method that can be processed by the bookseller.
To cancel an Ecommerce order:
1. [Sign On] to your AbeBooks.com bookseller account
2. Click [Process your Orders] from the Quick Links menu
3. Enter the AbeBooks purchase order number
4. Click [List Orders]
5. Click [Request a Refund] for the book that requires a refund
6. Select the Reason for Return from the menu provided. You may also add comments for the return
7. Click [Initiate Return/Refund]
8. Using the option buttons, select whether you want to have the refund processed immediately, or to wait until you receive the book back from the buyer (If applicable)
9. Select whether return shipping will be refunded (if applicable)
Click [Confirm] or [Edit Return/Refund] to make changes to the return
To cancel a Bookseller Direct order:
1. [Sign On] to your AbeBooks.com bookseller account
2. Click [Process your Orders] from the Quick Links menu
3. Enter the AbeBooks purchase order number
4. Click the [List Orders] button
5. Click [Cancel Order] for the order you need to cancel
6. Select the appropriate reason for the cancellation
7. Enter comments for the buyer
8. Click [Cancel Order] to complete the cancellation
Cancelling the order ensures that you are refunded the AbeBooks commissions as the order was not successful.
When cancelling an order, if you are unsure what reason to select click here.
If you would like further information about refunds and returns click here.
How can I refund a buyer?
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.
Quick returns & refunds guide
AbeBooks facilitates the return process with links on the Website and in email notification and confirmation messages sent to both the book buyer and bookseller. The following section outlines the tools and rules for returns on the AbeBooks Website.
The "Review and Process your Orders" screen:
- Each order item has options to [Request a Refund] or [Review/Update a Return]
- There is an option to provide "Feedback" to buyers explaining details of the reason for the return
For those items where AbeBooks processes the payment:
- Partial Returns: Booksellers have the option to refund up to 75% of the book price or 100% of the shipping cost
- If a buyer initiates an “item not as described” return, you have the option to refund the book price and original shipping costs or the book price and all shipping amounts
- Schedule processing of refunds: Booksellers can select when AbeBooks process a refund; upon receipt of the book or immediately
- Cancel a refund: In those instances where a resolution has been met with the buyer, you have the option to cancel a bookseller-initiated refund
- Timely completion of refunds: We will send you a reminder (21 days for domestic orders, 71 days for international orders) after you have initiated the return to go online and process the refund. If we have not received an update from you on the return within the next 7 days, we will automatically complete the return and process the refund
Types of Returns:
On occasion, a refund or return is initiated for an order. AbeBooks collectively terms refunds and returns as "Returns". Returns can be initiated by buyers or booksellers for Ecommerce orders (those paid by credit card being processed by AbeBooks). Bookseller Direct orders (where booksellers process payments themselves) are cancelled by the bookseller upon request of the buyer or for a reason determined by the bookseller.
The AbeBooks returns process requires actions from both the buyer and the bookseller. The AbeBooks system facilitates the process through email notifications and links on our Websites that take both parties through the process until a return is completed.
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.
Reporting a Missing Shipment:
If you do not receive a book back from the buyer within 28 days for national, or 77 days for international orders, you will need to report a missing shipment online. The time-line for a national order is as follows:
14 days after the return is initiated, the [Notify AbeBooks of Missing Shipment] button is available in the Bookseller Return screen; at 21 days, you will receive an email reminder about the return; at 28 days, the return automatically completes.
Please ensure that you let us know if a book is not returned to you as we cannot reverse refunds. When a missing shipment is reported, AbeBooks Customer Service will follow up with the buyer to ask for tracking information. If none is provided, the return is cancelled. We recommend that you wait at least 21 days before notifying AbeBooks of a missing shipment in order to allow the book adequate time to arrive.
