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Permlink Replies: 10 - Pages: 1 - Last Post: Jan 12, 2018 3:09 AM Last Post By: Notjohn Threads: [ Previous | Next ]
Robert Williams

Posts: 186
Registered: 04/12/13
Gift book redemption issues
Posted: Dec 20, 2017 9:44 PM
 
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In the past few months people I've gifted Kindle books to have been unable to redeem them. They get this error: "This eBook cannot be redeemed by customers in your country".
However, it's not a country issue at all. They can buy and download the book from the .com store. I can buy it and download it. But, we can't redeem Kindle books gifted.
The only solution is to have the gifted book credited by Amazon to a gift card so that the book (the same one that couldn't be redeemed) can be purchased with the gift card.
Efforts to explain the issue to customer support have been unsuccessful. They seem not to be able to grasp the nature of the problem and keep repeating the same thing "not all books can be bought from all countries".
Gifting and redemption was working perfectly until recently. Something must have changed in the back end system to trigger the error.
Does anyone know of a way to get through to someone at Amazon who might understand the issue and escalate it?
Thanks in advance.
thrasherll

Posts: 5,073
Registered: 06/27/12
Re: Gift book redemption issues
Posted: Dec 20, 2017 10:01 PM   in response to: Robert Williams in response to: Robert Williams
 
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Robert Williams wrote:
In the past few months people I've gifted Kindle books to have been unable to redeem them. They get this error: "This eBook cannot be redeemed by customers in your country".
However, it's not a country issue at all. They can buy and download the book from the .com store. I can buy it and download it. But, we can't redeem Kindle books gifted.
The only solution is to have the gifted book credited by Amazon to a gift card so that the book (the same one that couldn't be redeemed) can be purchased with the gift card.
Efforts to explain the issue to customer support have been unsuccessful. They seem not to be able to grasp the nature of the problem and keep repeating the same thing "not all books can be bought from all countries".
Gifting and redemption was working perfectly until recently. Something must have changed in the back end system to trigger the error.
Does anyone know of a way to get through to someone at Amazon who might understand the issue and escalate it?
Thanks in advance.

My understanding (based on being a Kindle publisher since 2012) is that there has never been any other way to give a book to someone; you must use the "Give as a Gift" button on the book's product page, which is essentially buying a gift card for them. If there is some other method of giving a book to someone I would be interested in where the information can be found so I can take a look at it. I didn't have any luck in the search of the Amazon website that I just made.

L. L. Thrasher

Robert Williams

Posts: 186
Registered: 04/12/13
Re: Gift book redemption issues
Posted: Dec 20, 2017 10:06 PM   in response to: thrasherll in response to: thrasherll
 
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Thanks for the reply.
That's exactly what i'm doing. Give as a Gift. It has always worked and people have always been able to redeem the gifted book without issue.
But in recent months it has stopped working and results in having to deal with customer support to have the gifted book exchanged for a gift card.
The error I described shouldn't be occurring at all in this instance.
Moustafa Mohame...

Posts: 1
Registered: 10/26/17
Re: Gift book redemption issues
Posted: Dec 24, 2017 6:48 AM   in response to: Robert Williams in response to: Robert Williams
 
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Same case here!
I tried to send my eBook as a gift last night to a friend, but when he tried to redeem the eBook gift, he got that same message: "This eBook cannot be redeemed by customers in your country."
I am really looking forward some helpful response from Amazon Support Team.

Edited by: Moustafa Mohamed Amin on Dec 24, 2017 6:49 AM
Notjohn

Posts: 23,700
Registered: 02/27/13
Re: Gift book redemption issues
Posted: Dec 24, 2017 7:41 AM   in response to: Moustafa Mohame... in response to: Moustafa Mohame...
 
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The gift option is available only on Amazon.com. If the shopper's country of residence has its own Kindle store, he cannot buy from Amazon.com. And there are some countries in the Middle East and Southeast Asia that cannot buy ebooks from Amazon because of censorship or taxation issues.

(Don't trust KDP to publish a print edition. Don't trust CreateSpace to publish an ebook. Each does one thing well and the other thing poorly.)

Good luck! -- NJ

Notjohn's Guide to E-Book & Print Formatting

The blog:
http://notjohnkdp.blogspot.com
Edit Kønig-Bihari

Posts: 1
Registered: 12/25/17
Re: Gift book redemption issues
Posted: Dec 25, 2017 12:55 PM   in response to: Robert Williams in response to: Robert Williams
 
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hi, Same issue here. I have tried to change the IP address so that I change the country but I kept receiving the same message. For the record, we are talking about European Union countries...

Edited by: Edit Kønig-Bihari on Dec 25, 2017 12:55 PM
Daniel Magnusson

Posts: 1
Registered: 12/27/17
Re: Gift book redemption issues
Posted: Dec 27, 2017 4:52 AM   in response to: Edit Kønig-Bihari in response to: Edit Kønig-Bihari
 
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im having the same issue, ive given a gift to a friend who has an amazon account, he got the message "this ebook cannot be redeemed by customers in your country" and when he reached customer service to recieve a gift card instead, he got this message:

"Thank you for contacting us and letting us know about your concern,
i understand that you want to exchange your Kindle book for a gift card. I´ll look into this.
I would love to help you but I am sorry to inform you that the e-mail address you contacted us with isnt associated with an account."

That isnt true and honestly makes no sense..
Anne Franklin

Posts: 1
Registered: 12/31/17
Re: Gift book redemption issues
Posted: Dec 31, 2017 7:19 AM   in response to: Robert Williams in response to: Robert Williams
 
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I have the same problem with two e-books I wanted to offer for Christmas. I was first told by the Amazon.com support team that it was due to "content owner's restrictions". But the books are available in Kindle edition both in the US and in Europe, so there do not seem to be any geographic restrictions (the publisher may want to choose not to publish in Kindle in Europe, for example. But this is not the case here). I live in Belgium and want to offer the e-books to someone in Belgium, so the fact that that we do not live in the same country does not apply. After a long chat with Amazon.com, they declared that they were not able to help me. They directed me to the Amazon support service in Belgium... which is actually the support service in Germany. I sent an e-mail and I am waiting for their answer. I'll keep you posted if anything concrete materialises...
Gary O'Riley

Posts: 1,049
Registered: 09/24/12
Re: Gift book redemption issues
Posted: Dec 31, 2017 7:29 AM   in response to: Anne Franklin in response to: Anne Franklin
 
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As Not John said earlier. The gift option has only ever been available in the US (.com site)

I'm in the UK and occasionally people bring up this issue.

There is nothing you can do, it's pointless arguing with Amazon. They won't change a policy just for you.
Alejandro Contr...

Posts: 1
Registered: 01/12/18
Re: Gift book redemption issues
Posted: Jan 11, 2018 7:34 PM   in response to: Robert Williams in response to: Robert Williams
 
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Same here, and half of the people in this thread do not seem to understand the problem, as well.

I live in Brazil and have been an Amazon.com customer since 1999.
Bought my Kindle two years ago. Never had an issue with either buying US titles or with getting gifts. Last year, many relatives (not U.S. based, as well) gave me Kindle books as gifts, and I had no trouble in redeeming them.
I just tried today to redeem this year's gifts and found this weird error about the book not being available in my country.

As someone mentioned, this is probably caused by some back-office issue on Amazon's systems. However, from I see reading this thread, this is a relatively obscure issue and probably has not been even raised to the proper people in the company. Hence, even the service reps have trouble understanding and (even worst) fixing the problem (not sure they can do anything... if it's a back-office issue, someone has to review the code and fix it).

I'll see if I can call customer support tomorrow and see what happens, but my expectations are very low.
Most likely, as someone else suggested, the best way to go is just to convert the gift in credit and go back to the store and buy the same books....
Notjohn

Posts: 23,700
Registered: 02/27/13
Re: Gift book redemption issues
Posted: Jan 12, 2018 3:09 AM   in response to: Alejandro Contr... in response to: Alejandro Contr...
 
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Yes, there seems to have been an error, but the error was in the past. It has always been my understanding that gifting applied only to ebooks, and only on the US store.

Before the BR Kindle store was opened, you would have had to buy ebooks from Amazon.com, as residents of other South and Central American countries have to do. So perhaps your account was set up that way, and has since been changed.

(Don't trust KDP to publish a print edition. Don't trust CreateSpace to publish an ebook. Each does one thing well and the other thing poorly.)

Good luck! -- NJ

Notjohn's Guide to E-Book & Print Formatting (2018 edition)

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