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Thread: Amazon selling books but not reporting them as sold - how do I report this?


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Permlink Replies: 16 - Pages: 2 [ 1 2 | Next ] - Last Post: Nov 5, 2017 5:53 AM Last Post By: Notjohn
Tom D

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Registered: 08/11/17
Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 21, 2017 3:33 AM
 
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Currently I am aware that my paperback is being printed and sold by Amazon, but the sales are not appearing on the sales or royalties report, even after they are despatched to the buyer. This started happening up to about 10 days ago.

I have tried to report this to Amazon using their enquiry forms on KDP, but although I have tried 3 or 4 different forms they are all bounced back with an email message "You've written to an address that does not accept incoming e-mails"

Is this a common experience? How DOES an author get through to Amazon to tell them they are effectively stealing royalties?

Any advice gratefully received.
Cynthia E. Hurst

Posts: 1,763
Registered: 02/25/13
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 21, 2017 6:24 AM   in response to: Tom D in response to: Tom D
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If you published through CreateSpace, that is where you will find sales reported, not on the KDP dashboard.
Mrs Julia Evans

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Registered: 05/22/16
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 21, 2017 6:26 AM   in response to: Tom D in response to: Tom D
 
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Are you talking about the contact us button? You may be looking at the wrong account, as it tends not to work if you're not logged in with your proper e-mail address.

Do you have more than one Amazon account?

That could explain your missing sales if you print through KDP.

J
Tom D

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Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 24, 2017 11:13 AM   in response to: Cynthia E. Hurst in response to: Cynthia E. Hurst
 
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Thank you for your suggestion. I am using the Kindle Direct Publishing service to produce both the paperback and the Kindle editions. I don't think this is the same as CreateSpace. Amazon then provides an "Sales Dashboard" at https://kdp.amazon.com/en_US/reports-new?ref_=kdp_etc_etc. This reported some Kindle ebook sales and some paperback purchases which were fulfilled by IngramSpark, and then the report flatlined.

Sorry for not checking and answering sooner
Tom D

Posts: 9
Registered: 08/11/17
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 24, 2017 11:19 AM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
 
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Thanks for your suggestion. There are a bunch of forms on https://kdp.amazon.com/en_US/contact-us?ref_=kdp_TAC_FOOT_cu and at the end of each one there is an "Other" option. I have tried several of these. The enquiry is submitted and the web page says I'll hear back. Then 5 minutes later I get an email saying "You've written to an address that does not accept incoming e-mails." As I say, this problem has occured on every form I've tried so far.

Tonight I've phoned the "general help" number on Amazon and their agent Adrian tells me he has sent the enquiry onto Kindle and I'll "definitely hear back within a day.". No confirmation email and no call reference possible, he says. I would like to believe him, but their agent Annika Fein responded to my query via AuthorCentral at the weekend to say I'd hear back by now, and still no call.

Sorry for not checking and answering sooner
Mrs Julia Evans

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Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 24, 2017 11:58 AM   in response to: Tom D in response to: Tom D
 
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Tom,

If you need to chase up either of those two, I'd follow up on Author Central. The general line is for customers of Amazon, and we're not customers.

People have, at least, reported very positive feedback from the AC site.

Did you check you were using the correct e-mail address? That is the usual cause of not being able to see your bookshelf etc.

Good luck. J
Notjohn

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Registered: 02/27/13
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 24, 2017 4:07 PM   in response to: Tom D in response to: Tom D
 
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This reported some Kindle ebook sales and some paperback purchases which were fulfilled by IngramSpark, and then the report flatlined.

If you used KDP Print, there wouldn't be any sales through IngramSpark.

You really have to be more clear about what you did and what you are doing. I'm afraid it doesn't make sense as you have described it.

(Don't trust KDP to publish a print edition. Don't trust CreateSpace to publish an ebook.)

Good luck! -- NJ

Notjohn's Guide to E-Book & Print Formatting

The blog:
http://notjohnkdp.blogspot.com
Tom D

Posts: 9
Registered: 08/11/17
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 29, 2017 10:07 AM   in response to: Mrs Julia Evans in response to: Mrs Julia Evans
 
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Mrs Julia Evans wrote:
Tom,

If you need to chase up either of those two, I'd follow up on Author Central. The general line is for customers of Amazon, and we're not customers.

People have, at least, reported very positive feedback from the AC site.

Did you check you were using the correct e-mail address? That is the usual cause of not being able to see your bookshelf etc.

Good luck. J


Thanks. I have found Author Central much more helpful. Getting a callback from the 'general' number for Amazon customers did pass me through to someone who did KDP support and one or two paperback sales have now appeared on the KDP Sales Dashboard at https://kdp.amazon.com/en_US/reports-new?ref_=kdp_BS_D_TN_rp They then emailed me the next day to say "We can see sales on your dashboard so there can't be anything wrong" I.e. they didn't get the message that some sales are going missing. I do know of confirmed sales orders which were **at least** a week before any sales stats shown on the dashboard, so I don't believe Amazon when they say:

"View paid and free unit sales for your selected title(s) in your chosen time period. This graph is updated as orders are placed in Kindle stores worldwide. Use the filters above to customize your data. Daily totals are calculated based on the local time of the marketplace where the order was recorded (e.g. GMT for amazon.co.uk). "

I'm still working on it!
Tom D

Posts: 9
Registered: 08/11/17
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 29, 2017 10:12 AM   in response to: Notjohn in response to: Notjohn
 
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Notjohn wrote:
This reported some Kindle ebook sales and some paperback purchases which were fulfilled by IngramSpark, and then the report flatlined.

If you used KDP Print, there wouldn't be any sales through IngramSpark.

You really have to be more clear about what you did and what you are doing. I'm afraid it doesn't make sense as you have described it.

(Don't trust KDP to publish a print edition. Don't trust CreateSpace to publish an ebook.)

Good luck! -- NJ

Notjohn's Guide to E-Book & Print Formatting

The blog: http://notjohnkdp.blogspot.com


To be clear, the paperback edition was originally (and still is) printed by IngramSpark. Amazon then showed the book as "Out of Stock". So in addition to IngramSpark I also produced a separate paperback edition using Kindle Direct Publishing (no mention of CreateSpace). Therefore all sales appear either in IngramSpark or (in theory) on the Amazon KDP Sales Dashboard. It is the latter which looks dodgy, and they are definitely not living up to the statement that sales appear as the orders are placed.

I am going to pursue this further via Author Central as I now have three verfied sales and orders which have not appeared on the Sales Dashboard, even though a few are appearing on the dashboard.

Kind regards

Tom
Tom D

Posts: 9
Registered: 08/11/17
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 29, 2017 10:39 AM   in response to: Tom D in response to: Tom D
 
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I suppose I should say that my first question has been answered, partially, namely how to contact Kindle Direct Publishing. There are three options:

1. Ask AuthorCentral to pass a message to KDP. Their form does appear to work, and they will respond to it.
2. Use the "call me" button as an Amazon customer and ask the agent to put you through to someone who deals with KDP enquries. Beware, their English may not be great and they will only forward a summary of your conversation to the back office.
3. Use the enquiry forms on KDP, except don't bother because they are all broken (currently). You will at least get an email saying your enquiry won't be looked at

Using route 1 I had an initial response from AC, but I don't know if it was dealt with by KDP as it wasn't acknowledged (no call reference to check)
Using route 2 I did get an actual response from KDP by email, except that they had slightly misunderstood the problem so they just told me I was wrong.

I have now gone back to AC a second time and tried again to explain the problem. It would be WONDERFUL if I could talk to someone whose first language was English and who wanted to solve the problem instead of mark their call as "customer satisfied".

Edited by: Tom D on Oct 29, 2017 10:40 AM
Donna St Felix

Posts: 5,482
Registered: 09/18/13
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 30, 2017 1:39 AM   in response to: Tom D in response to: Tom D
 
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Tom D wrote:
Thank you for your suggestion. I am using the Kindle Direct Publishing service to produce both the paperback and the Kindle editions. I don't think this is the same as CreateSpace. Amazon then provides an "Sales Dashboard" at https://kdp.amazon.com/en_US/reports-new?ref_=kdp_etc_etc. This reported some Kindle ebook sales and some paperback purchases which were fulfilled by IngramSpark, and then the report flatlined.

Tom D:
Reading all of your posts, it sounds like you have created one big mess that has your account going in a circle.

First of all, per your sales per your independent publishing at or with IngramSpark are not reported on the Kindle site. That is a different company. Why do you think Amazon would know what their sales are?

You have now published your book twice (IngramSpark and Kindle). You may have caused yourself a giant problem.

To contact support and stop your circle, you contact Customer Service as an author below at 'Contact Us'. It may take a day or so to get back to you. You REPLY to their reply. Do not start a new thread with them.
Tom D

Posts: 9
Registered: 08/11/17
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 30, 2017 12:28 PM   in response to: Donna St Felix in response to: Donna St Felix
 
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Donna St Felix wrote:
Tom D wrote:
Thank you for your suggestion. I am using the Kindle Direct Publishing service to produce both the paperback and the Kindle editions. I don't think this is the same as CreateSpace. Amazon then provides an "Sales Dashboard" at https://kdp.amazon.com/en_US/reports-new?ref_=kdp_etc_etc. This reported some Kindle ebook sales and some paperback purchases which were fulfilled by IngramSpark, and then the report flatlined.

Tom D:
Reading all of your posts, it sounds like you have created one big mess that has your account going in a circle.

First of all, per your sales per your independent publishing at or with IngramSpark are not reported on the Kindle site. That is a different company. Why do you think Amazon would know what their sales are?

You have now published your book twice (IngramSpark and Kindle). You may have caused yourself a giant problem.

To contact support and stop your circle, you contact Customer Service as an author below at 'Contact Us'. It may take a day or so to get back to you. You REPLY to their reply. Do not start a new thread with them.


Thank you for taking the time to offer a suggestion.

To be clear: at no point have I thought, or suggested, that Amazon would report Ingram sales via the Amazon dashboard.

Regarding the 'contact' forms that you suggest, when was the last time you tried to use them? Because they are all being bounced back to me by email with a standard reply which says that Amazon attempted to deliver them to an unmonitored email address, so they won't be read.

The subject of this thread is how to get in touch with Amazon to report what looks like another problem. Getting in touch with them is the first problem and the subject of this thread.
Tom D

Posts: 9
Registered: 08/11/17
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 30, 2017 12:41 PM   in response to: Donna St Felix in response to: Donna St Felix
 
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Donna St Felix wrote:
Tom D wrote:
Thank you for your suggestion. I am using the Kindle Direct Publishing service to produce both the paperback and the Kindle editions. I don't think this is the same as CreateSpace. Amazon then provides an "Sales Dashboard" at https://kdp.amazon.com/en_US/reports-new?ref_=kdp_etc_etc. This reported some Kindle ebook sales and some paperback purchases which were fulfilled by IngramSpark, and then the report flatlined.

Tom D:
Reading all of your posts, it sounds like you have created one big mess that has your account going in a circle.

First of all, per your sales per your independent publishing at or with IngramSpark are not reported on the Kindle site. That is a different company. Why do you think Amazon would know what their sales are?

You have now published your book twice (IngramSpark and Kindle). You may have caused yourself a giant problem.

To contact support and stop your circle, you contact Customer Service as an author below at 'Contact Us'. It may take a day or so to get back to you. You REPLY to their reply. Do not start a new thread with them.


Hi again Donna

A penny has just dropped. I did put in some misleading information there. There were several orders placed at the very end of September, before I uploaded the KDP edition of the paperback, so they SHOULD normally have been printed by IngramSpark. I first uploaded the KDP edition of the paperback on the night of Tuesday October 3rd, and then Amazon used KDP to fulfil the orders which had been sitting around unfulfilled for 2-3 days since the weekend.

I know this because people who ordered the book the weekend before received paperbacks which had been printed by Amazon, i.e. Amazon definitely sat on those orders from Saturday through to Tuesday night before fulfilling them using their own service.

Apologies for sowing the seeds of more confusion! In my defence, it begins with having to deal with remote control corporations.

Kind regards

Tom

Edited by: Tom D on Oct 30, 2017 12:42 PM
Donna St Felix

Posts: 5,482
Registered: 09/18/13
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 30, 2017 4:55 PM   in response to: Tom D in response to: Tom D
 
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Tom D wrote:
Regarding the 'contact' forms that you suggest, when was the last time you tried to use them? Because they are all being bounced back to me by email with a standard reply which says that Amazon attempted to deliver them to an unmonitored email address, so they won't be read.

I have used the "contact us" link below many times, the most recent being this past week, and I have never had any problem with my message going thru.
Salamander Mall...

Posts: 369
Registered: 10/16/17
Re: Amazon selling books but not reporting them as sold - how do I report this?
Posted: Oct 30, 2017 5:53 PM   in response to: Tom D in response to: Tom D
 
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Tom D wrote:
Donna St Felix wrote:
Tom D wrote:
Thank you for your suggestion. I am using the Kindle Direct Publishing service to produce both the paperback and the Kindle editions. I don't think this is the same as CreateSpace. Amazon then provides an "Sales Dashboard" at https://kdp.amazon.com/en_US/reports-new?ref_=kdp_etc_etc. This reported some Kindle ebook sales and some paperback purchases which were fulfilled by IngramSpark, and then the report flatlined.

Tom D:
Reading all of your posts, it sounds like you have created one big mess that has your account going in a circle.

First of all, per your sales per your independent publishing at or with IngramSpark are not reported on the Kindle site. That is a different company. Why do you think Amazon would know what their sales are?

You have now published your book twice (IngramSpark and Kindle). You may have caused yourself a giant problem.

To contact support and stop your circle, you contact Customer Service as an author below at 'Contact Us'. It may take a day or so to get back to you. You REPLY to their reply. Do not start a new thread with them.

Hi again Donna

A penny has just dropped. I did put in some misleading information there. There were several orders placed at the very end of September, before I uploaded the KDP edition of the paperback, so they SHOULD normally have been printed by IngramSpark. I first uploaded the KDP edition of the paperback on the night of Tuesday October 3rd, and then Amazon used KDP to fulfil the orders which had been sitting around unfulfilled for 2-3 days since the weekend.

I know this because people who ordered the book the weekend before received paperbacks which had been printed by Amazon, i.e. Amazon definitely sat on those orders from Saturday through to Tuesday night before fulfilling them using their own service.

Apologies for sowing the seeds of more confusion! In my defence, it begins with having to deal with remote control corporations.

Kind regards

Tom

Edited by: Tom D on Oct 30, 2017 12:42 PM


Having read your posts, I am nearly as confused as you are, but not quite. When you post a link, do you really think we can see your account? You probably need to step back from your imagined problems, do some breathing exercises, then take some time to learn how it all works. You seem to be a publishing novice who has jumped into the deep end of the pool.
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