We know you want to make sure everything is just right for your customers. Sometimes, you might need to adjust the postage charges for an order, and we're here to guide you through it.
You might want to request more postage OR refund some or all of the postage. Please note that the option to adjust charges is only related to the postage cost, not the book price. If you need to issue a full or partial refund because of an issue with the book or another reason, the order status should be changed to Shipped. Once you mark any order Shipped, you'll see the option to request a full or partial refund. Please see this page for more details on how to issue a refund: How do I issue a refund?
When You Can't Adjust Charges:
If your order is part of the Asendia Consolidated International Shipping Program, the option to "Adjust Charges" won't be there. Unless, of course, you've opted for this specific order out of the program. Keep in mind that orders that weigh more than 4 lbs, or can't be shipped in one package should be opted out.
When You Can Adjust Charges:
If your order isn't part of Asendia, or if you've opted it out, you'll see a button in the order details labeled "Adjust charges." You can find this button on the right side of the page, just below the "Reject" button.
Why You Might Need to Adjust Charges:
There are a few good reasons to consider a charge adjustment:
The order has a book or books that are too large or heavy to ship at the default rate charged.
The actual postage needed is less than the default rate, and you want to pass on the savings to your customer.
Please note that this action must be done before you mark the item as shipped. Once the order status changes, you won't see the option to request a charge adjustment.
Making the Adjustment:
Click on "Adjust charges" and choose whether you want to increase or decrease the charges. Provide a brief explanation for the adjustment, and then click "Confirm."
Customer Approval:
Any additional charges must be approved by the customer. An automated email requesting approval will be sent to the customer, as well as a separate email with a link to pay the invoice. Both messages will contain a link the customer can use to pay the additional funds. The customer will be able to use a different payment method if they wish for the additional charge. We'll notify you when those charges are accepted and processed. Customers have ten days to respond. Reductions, however, take effect immediately, and you can proceed to ship the order.
What Happens Next:
If accepted...
When customers pay the additional postage, you will see that the postage total has changed, and the order status has automatically changed to "Shipped". You will receive an email confirmation as well, and you can go ahead and ship.
If rejected...
If the customer rejects the request, the order is automatically canceled, your listing is reinstated as available for sale and the original charges are voided/refunded.
If no response...
Orders where there has been a charge adjustment request will automatically be canceled after ten days if the customer has not responded to the request. When they are canceled, the listing is automatically returned to your active records, and the charges are voided/refunded.
If you want to cancel the order...
You can request cancellation of an order using the "Request Cancellation" button that you will see in the order details. If you have received an email or phone request from a customer to cancel an order, the customer intends to reject an additional charge request, go ahead and use that button to cancel the order. Those types of cancellation do not have any adverse effect on your fulfillment rate. There's nothing that prevents you from canceling before the ten days are up, but we do ask that you give the customer that time to respond.
If you want to ship anyway...
You have the option of shipping the order at the original shipping rate charged, as long as the customer hasn't rejected a request for additional postage yet. If a customer does not want to approve a request for additional funds but has not yet rejected it online (which results in automatic cancellation), you can go ahead and mark the order as "Shipped". That effectively cancels the request for additional funds.
Note that you don't want to change the order status to Shipped if you are still waiting to see if they will approve. If the request is still pending, the order status will be Pending. Changing the status to Shipped effectively cancels your request, and the link we send to the customer will no longer work.
Stay Connected:
Remember, customers might miss automated messages like charge adjustment requests in their email. You can contact them directly using the email address in the order details. If needed, reach out to us at bookseller-support@biblio.com, and we can resend the charge adjustment email to the customer.
Got Questions? We're Here to Help:
If you have any questions or run into any hiccups while adjusting charges, don't hesitate to drop us a line at bookseller-support@biblio.com. Be sure to include the order number to help us assist you faster.
Important Note: Most US states require Biblio to handle sales tax calculations and collections for you. You won't need to request additional funds to cover sales tax in those cases. We've got it covered. Check here for more info.