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Thread: Another day: another refund. Is your experience similar?


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Permlink Replies: 5 - Pages: 1 - Last Post: May 4, 2009 8:36 AM Last Post By: igrock42
zanybooksdotcom

Posts: 78
Registered: 06/22/08
Another day: another refund. Is your experience similar?
Posted: Apr 26, 2009 7:53 AM
 
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Our porn novel, The Whites Next Door, has always outsold our other offerings. But young readers have gotten smart. Buy the book; copy it; then ask for a refund. From zero refunds in the previous 12 months, we've already had four refunds this April.
cub06h

Posts: 3,186
Registered: 11/23/07
Re: Another day: another refund. Is your experience similar?
Posted: Apr 27, 2009 6:06 AM   in response to: zanybooksdotcom in response to: zanybooksdotcom
 
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No, I've never had a refund, but I'm curious:

How does one copy a Kindle book?
simplefoodrecipes

Posts: 105
Registered: 10/30/08
Re: Another day: another refund. Is your experience similar?
Posted: Apr 27, 2009 11:15 AM   in response to: zanybooksdotcom in response to: zanybooksdotcom
 
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I've had one refund, but it was done the same day as the sale. I just assumed they bought it by mistake.
jeromepaulcoe

Posts: 146
Registered: 12/02/07
Re: Another day: another refund. Is your experience similar?
Posted: Apr 27, 2009 2:41 PM   in response to: simplefoodrecipes in response to: simplefoodrecipes
 
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Refunds are given for various reasons. From what I've been seeing Amazon has been working on fraudulent refunds. The problem is that they also have to make it easy for customers to make legitimate refunds.

You will drive yourself crazy trying to figure out why a refund was given. As with all retailers and distributors, we as publishers and self-published authors have given Amazon the right to make the final decision concerning refunds.

I handle both print and digital through my publishing company. Traditional distributors quote a return rate of 20%, as to what they expect returned from retailers for any number of reasons. Now I don't have a 20% return on print books, but it does appear to be a standard bench mark used in the industry. This is why many Print on Demand (POD) publishers don't allow returns and why retailers don't carry many POD published authors.

This month, as of April 27 2009, in Kindle books alone I sold 151 titles and have had 3 returns. That is a return rate of 2%. I can live with a 2% return rate. You can't micro manage every last detail of the life cycle of your titles. Once it's in distribution we are governed by the return policies of our distributors. You have to realize that they are just as concerned about fraudulent returns as we are, since they loose their profits as well. In the case of Amazon they are loosing 65% of the retail price for every refund, rather the return is fraudulent or a justified return.

As a publisher or self-publisher author we can't be seen as hostile towards our readers. Look at how poorly the record industry did when they started suing individuals. Now iTunes has removed all copyright security measures from music downloaded, just to boost sales.

It appears to me that many self-published authors are using Amazon Kindle as their only distributor. The more distributors you use the more your sales will increase and a slow month from one distributor will not hurt your bottom line.

Just my thoughts,
cub06h

Posts: 3,186
Registered: 11/23/07
Re: Another day: another refund. Is your experience similar?
Posted: Apr 28, 2009 3:18 PM   in response to: jeromepaulcoe in response to: jeromepaulcoe
 
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Well said, Jerome!
igrock42

Posts: 82
Registered: 02/28/08
Re: Another day: another refund. Is your experience similar?
Posted: May 4, 2009 8:36 AM   in response to: jeromepaulcoe in response to: jeromepaulcoe
 
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Hi;
In the month of April 2009, I sold 1,315 books & of those I had 29 refunds. That is 2.2% refund rate...or to put it a better rate 97.8% of the people who bought my books were happy with their purchase. Those numbers work for me.
One BIG thing to watch for is customer feedback, I have 80+ titles & I check them all every day or two for feedback, If something is wrong, I fix it.
Good Luck Everybody.
Mike :-)
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