7. Returns

a. Return Basics (not applicable to Bookseller programs)
Booksellers are required to accept returns for all reason except when the buyer changes his/her mind. Note that laws in certain European jurisdictions may require some European booksellers to accept returns regardless of the reason for the return. Most booksellers do accept and process returns for “buyer changed mind” in the interest of good customer service.  Buyers are advised by e-mail they must reach an agreement with the bookseller for the “buyer changed mind” before returning the book.

Definitions of Return Reasons and Corresponding Reimbursement Amounts:

Reason Description Reimbursement
Item did not arrive Book did not arrive to buyer by 15 calendar days past the estimated delivery date Buyer receives book price plus shipping
Buyer does not want item * Buyer received item, but does not want the item Buyer receives book price only
Item was damaged Item was damaged in transit Buyer receives book price, original shipping plus return 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 with buyer, buyer receives cost of book, original shipping plus return shipping
If seller disputes return, buyer receives purchase price plus shipping.
Incorrect item delivered The book sent to the buyer was not the item the buyer ordered Book buyer receives book price, original shipping and return shipping
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 Buyer receives book price and original shipping
Buyer cancelled before shipping The seller agreed to send a book but was contacted by the buyer prior to shipping. Buyer requested order cancellation Buyer receives book price plus original shipping
Partial refund The buyer and bookseller have agreed to a partial refund amount. The buyer is refunded only the amount specified Booksellers are not refunded commission fees on partial refunds

* Due to legal requirements in Europe, booksellers are required to accept all returns for “buyer changed mind” when the order was placed on AbeBooks.co.uk, AbeBooks.de, AbeBooks.fr or IberLibro.com. On AbeBooks.com, the buyer can select this return reason, but the bookseller may choose to cancel the return.  As booksellers are required to respond to all buyer e-mails within two days, the return is considered to be accepted by the bookseller if it is not cancelled within two days. Booksellers should also respond to the return initiated e-mail to confirm their shipping address with the buyer.

In cases where the book is returned to the bookseller due to an incomplete address, unclaimed, returned to sender, or similar reasons, the buyer will be refunded for the book price only.

Returns for bookseller direct orders are subject to the AbeBooks Returns policy and the guidelines outlined above. All seller-direct Returns must be processed online to ensure the bookseller is not charged commission on the refunded sale.

b. Time Limits for Returns
Books can be returned for the reasons not as described, item damaged, incorrect item delivered, and buyer changed mind up to 30 days after the maximum estimated delivery date. For item did not arrive, the option will not be available to buyers to initiate a return until 15 days after the maximum estimated delivery date has passed.

Booksellers may choose to accept returns outside this time limit. All Returns must be processed via the AbeBooks Web sites. Please note that delays associated with international orders may occur due to customs. This may result in late requests from buyers to return items.

c. Proof of Delivery
Booksellers are responsible for the book until the buyer receives it. Booksellers are encouraged to purchase delivery tracking whenever possible.

The USPS Web site offers many traceable options for domestic and international shipping. We suggest that booksellers visit their Web site for information about global services at: http://www.usps.com/global/welcome.htm

Canadian booksellers can find information at: http://www.canadapost.ca/business/prodserv/sp/int/default-e.asp

d. Reporting a Missing Shipment
It is the responsibility of the bookseller to report a missing shipment online if they don’t receive the book back from the buyer within 28 days for domestic orders, or 77 days for international orders. The timeline 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, AbeBooks send an e-mail reminder to the bookseller about the return; at 28 days, the return automatically completes. If the bookseller does not receive the book back before the 28 or 77 day mark, they must report the missing shipment online. A completed return cannot be reversed.

When a missing shipment is reported, AbeBooks Customer Support will follow up with the buyer to ask for tracking information. If none is provided, the return is cancelled. We recommend that booksellers wait at least 21 days before notifying AbeBooks of a missing shipment in order to allow the book adequate time to arrive.

e. Dispute Resolution
All disputes regarding returns are to be handled between the bookseller and buyer. Returns should be processed online once a resolution is reached. AbeBooks does not participate in dispute negotiations, but booksellers must act in accordance with AbeBooks Code of Conduct and within all policies and guidelines, or risk removal from the AbeBooks Web sites.

f. Credit Card Charge-backs
Any charge-backs received by AbeBooks where AbeBooks has accepted the book buyer’s payment may be debited against a bookseller’s account. We always contact a bookseller prior to applying a chargeback to their account. In many cases, this investigation provides us with the details required (such as shipping information) to refute the chargeback with the credit card company and avoid having to pass this chargeback on to the bookseller. However, when the chargeback is the fault of the bookseller (such as ones due to non-response or non-shipment), we will apply the cost against their account.

AbeBooks is not responsible for charge-backs against booksellers who accept their own payments.