13. Bookseller Customer Support Policy
AbeBooks pledges to offer efficient, friendly customer service to all
AbeBooks Customers. This document details the customer service policies
of AbeBooks Customer Support, North America.
a. Types of Support
AbeBooks offers booksellers telephone support via a toll-free number from
8 AM to 4 PM (Pacific time) Monday to Friday. Telephone support is unavailable
on British Columbia statutory holidays. Our toll-free bookseller support
number in North America is 800-315-5335; international (not toll-free
at this time) is 206-508-4035.
The North American office supports clients in North and South America,
Eastern Asia, and Oceania. AbeBooks offers support in English in the North
American office.
The European bookseller support number is 49-(0) 211-7117069-0. International
booksellers (outside of North America) also have the option of requesting
a “Call Back” through the “Contact AbeBooks” section
of Bookseller Help Central.
The European office supports clients in Europe, Africa, and Western Asia.
AbeBooks offers support in German, French and English in the European
office.
To help us serve our booksellers better, they should be prepared to quote
the e-mail address that they use to sign on to their bookseller account
when they call.
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Regular and frequent callers: AbeBooks reserves the
right to limit the frequency and duration of calls |
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AbeBooks does not accept orders over the telephone |
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AbeBooks is unable to accept requests for support via
fax or by regular mail |
b. How to Contact AbeBooks
AbeBooks offers e-mail support for both booksellers and book buyers. Booksellers
who e-mail AbeBooks at sellertech@abebooks.com
(North America), booksellers@abebooks.com
(Europe) or info@abebooks.co.uk
(UK) will usually receive a response within 24 hours on business days.
During times of exceptionally high volume, please be aware that first
response time may be delayed.
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To ensure a prompt response, booksellers should not
send multiple e-mails per issue. Doing so will add to the volume of
outstanding questions and result in delayed responses. |
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Booksellers should not include important information
in the Subject line of their e-mail messages. The program that delivers
messages to us removes the Subject line. The subject line should be
included within the body of the e-mail. |
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Messages should be sent to us using the e-mail address
registered with the bookseller account. If a different e-mail address
is used, we may not be able to determine whether the e-mail came from
a bookseller, or if the contact has an account with AbeBooks. If we
cannot find the correct account, we will have to respond asking for
more information in order to identify the bookseller and it will take
longer for the problem to be resolved. |
c. Information Required when Contacting AbeBooks
In order to serve our booksellers efficiently, AbeBooks may require some
or all of the following information. The following information should be
ready when a bookseller calls, or it should be included in the e-mail:
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The nature of the problem (For example: Trouble uploading
books through HomeBase) |
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When the problem originated, and how long it has persisted
|
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Steps taken prior to the problem occurring |
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The exact text of any error messages that may have
been displayed on the computer |
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Any recent changes to the computer's hardware, operating
system, software, or settings |
d. What do we Support
AbeBooks will provide support for the following products and services:
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Functions and processes on our Web sites |
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Existing and proposed AbeBooks program rules and regulations
|
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Technical issues reported by users on our Web site
|
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Technical support of AbeBooks HomeBase software and
PricePartner software |
| In order to provide timely responses to all of our Customers,
AbeBooks does have some limitations on what we can support. The following
products and services are not supported: |
| • |
Orders made directly with a bookseller, outside of
the AbeBooks ordering system |
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3rd party software or hardware |
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WebTV |
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Functionality or technical problems associated with
a computer or operating system |
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Technical training on the use of a computer |
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Recommendations on upgrading computer hardware |
e. AbeBooks' Expectations of Booksellers
To effectively manage books and orders on AbeBooks, we require that booksellers
have basic knowledge of how to use a computer and the Internet, including
basic file management (folders, cut, copy, paste, search, desktop) and
Web site navigation.
All Customers who phone or e-mail AbeBooks Customer Support will be
treated in a professional, courteous manner. AbeBooks understands that
technical troubles and interruptions to a bookselling business may be
stressful and upsetting; however we require that all booksellers treat AbeBooks staff with courtesy and respect at all times, and adhere
to all Bookseller Policies.
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