Returned ebooks

[jalb]

I was checking out the new Pubit sales page and see that one copy of my book has been returned. When I go the B&N help it says the following:

Items That Cannot Be Returned
We are unable to accept returns for NOOKbooks, magazines, downloadable PDFs for SparkNotes and Quamut products, gift cards, and shrink-wrapped items that have been opened. Please note: Once purchased, NOOKbooks cannot be refunded.

So...what does this mean??

thanks

[Doug_Pardee Distinguished Bibliophile]

B&N will refund e-books that have been bought but never downloaded. They'll also sometimes refund e-books that are clearly, unusably, defective: illegible formatting, missing sections, etc.

[jalb]

well, glad to know that the customer didn't see the book and gag. Hopefully just a changed mind...I don't believe that the formatting is a problem.

Thanks

[whapo]

If an ebook is returned because of defect is the publisher notified?

I have a few returns so how do we know the reason, not downloaded or issues?

A friend purchased and downloaded one of my books and was unable to view it. The book looks fine at upload in the viewer and on my nook for pc. She called B&N support and the person she spoke with downloaded it to her own nook and could view the book with no issues. Does my friend just have a defective nook or are there other variables? Could this be a reason why a book could sell 200 copies and have 5 returns, those five could not view the book?

I'd certainly like to know why someone returns a book.

[Swordarkeereon]

There're also the possibility someone purchased the same title twice, I imagine. I've had about 2-6 returns per month for the last two. So... I just figured someone bought it twice.

[Swordarkeereon]

On that note - this is in the help section:

"Barnes & Noble will provide refunds to customers who are unsatisfied with their eBook purchases. Returns will appear on your My Sales report and will be deducted from your next payment."

So I guess if a customer hated your book with a passion - they can get a refund. lol

[whapo]

In other words anyone can return a book and publishers will never know the real why.

I was upset the first time I saw a return (that was a Kindle) so I did some research. I found that companies project for returns in a 5-20% range. This encompassed all business categories thus the wide range. I run under 1% returns so I'm happy and don't pay attention to them unless I notice a book with a large number. That's a sign there may be an issue that may need my attention.