The E-Commerce Newsletter For Booksellers          April 7, 2020

Credit Card Processing Upgrade
Over the next 2 weeks we will start rolling out an upgrade to IndieCommerce and IndieLite stores that use the ABA’s Authorize.net account for their online credit card processing. If your store has its own Authorize.net account, it will not be affected by this change. This is the first phase of a project that will take several months to complete. We are making these changes because of the dramatic increase in the number of transactions we are now processing. When completed, participating stores will see better reporting and greater anti-fraud capabilities. Updates to follow as work on this new system progresses.

Discuss  Direct to Home fulfillment (DTH)
There is a special Technology Meet-up scheduled for today, Tuesday, April 7, at 1:00 p.m. Eastern Time, on the Direct to Home fulfillment (DTH) service offered by Ingram. 

Direct to Home allows booksellers to ship books to their customers’ doorsteps. Offer your customers an alternative to the in-store experience and maintain sales through Direct to Home. With a simple setup, you get access to Ingram’s entire inventory available for immediate shipping. The session will include a live demonstration with Eric Forrest, supervisor, customer care, customer care operations and e-services, Ingram Content Group.

Registration is required to attend the session, if you have not previously registered for the Technology Meetup group through Zoom.us please use this link to do so: https://zoom.us/meeting/register/f6a20ecf665890c7d746f627e8486654 After registering, you will receive a confirmation e-mail containing information about joining the meeting and a personal login link. If you have any questions, email technologymeetup@bookweb.org


Customer Support Update 4/7/20
If you are an IndieCommerce or IndieLite website and you need customer support assistance, we’re here for you. Before contacting support, PLEASE be aware of the following.
 

  1. Before contacting support: PLEASE review our help documents first. Many of the questions we are now receiving are well-documented with step-by-step instructions in our Help Center.
     
  2. Response Time: Our normal response time for a non-urgent customer support ticket is currently within 48 hours. If you have an urgent matter, such as something that is stopping you from conducting business online (website down, shopping cart not working, can’t process orders, etc.), we are going to prioritize that ticket ahead of others. PLEASE do not resubmit a ticket that you have already submitted. All tickets are time-stamped and recorded. Submitting a duplicate ticket just slows down our ability to assist everyone.
     
  3. Emailing IndieCommerce support: This is the best way to reach us and the fastest way to get your questions answered. The correct email address is staff@bookweb.org. Please include your name, phone number, store’s name, and a brief explanation of the issue you are having. Put “URGENT” in the subject line if the problem is stopping you from conducting business online, otherwise a customer support representative will reply to you within 48 hours.
     
  4. Phone calls: We prefer emails sent to staff@bookweb.org. Our call volume is extremely high right now. If you call us, you will probably get our voicemail. PLEASE leave your name, a phone number where we can reach you, store name, and a brief description of the issue you are calling about. All incoming voicemails are converted to emails and forwarded to customer support staff within seconds. There is no need to keep calling ABA extensions and leaving the same message on multiple voicemails. Please do not call individual staff members. The customer support phone numbers to call are: (914) 406-7500 (option 2) or 800-637-0037 (option 2).

Thanks for reading. Feel free to email us with any thoughts, questions, or suggestions.
The IndieCommerce team

For past editions of IndieCommunication, visit this page.

Phillip Davies, IndieCommerce Director
American Booksellers Association | 333 Westchester Avenue | White Plains, NY 10604
Phil@bookweb.org |
914-406-7527 | www.BookWeb.org
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333 Westchester Ave
Suite S202
White Plains, NY 10604
United States


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