Tyson Motsinger/Nebraska Book Company Responds to Complaints [Update] | Posted at 10:19 AM
Please refer to my previous posts for information on Tyson Motsinger and the Nebraska Book Company:
- Seller Beware
- More about Tyson Motsinger/Nebraska Book Company
- Update on my Tyson Motsinger experience
Before I get to the response, I want to break down and answer some common questions and rumors.
Who is Tyson Motsinger?
He is the Marketplace Purchase Manager at Nebraska Book Company and oversees (or is at least involved) in the automatic purchasing that is being done at their company.
He is not a fake person, he is real.
What does he do?
Tyson himself does not purchase the books from sellers on Amazon or Half.com. He is merely the name the automatic purchase system uses (along with a few others, I believe).
Why did they request a refund?
It is most probably due to unclear or insincere descriptions on your listing, in addition to listing it under a different ISBN number.
How can I avoid problems?
Here’s how to avoid most of the headaches with Nebraska Books and other automatic purchasers:
- Always list your book under its correct ISBN. International editions should not be listed under the US edition. That is against Amazon policy.
- Always be accurate in your assessment of the book’s condition. Be honest so you have evidence if the buyer claims otherwise.
- Always ship with delivery confirmation and preferably delivery signature to verify your book was at least delivered.
- Never refund someone before you receive the book.
- Never pay someone for your book that they want to keep because it’s “damaged.”
There is also, supposedly, a way to opt out of Nebraska Book Company purchases. You should call (402) 237-TEXT (8398) for more information and for help on your order.
They canceled on me and are requesting a refund. Now what?
Contact the NBC at (402) 237-TEXT (8398) and Amazon Seller Support. Do not refund them without having them send the book back! Some people have commented that if you request them to send the book back, they will send it back.
Tyson Motsinger’s Response
I personally have not had a problem selling books to the NBC, however, many other people have. Here is Tyson’s response from his comment on my other post:
The author of this blog posted this above:
"I think that problems arise when you send them a book that doesn't exactly match your description and condition and ISBN number. If you are accurate, I don't think you'll have any problems."
This couldn't be more true...
If you are listing a book on Amazon & Half under an *incorrect ISBN* (i.e. international, old or teachers editions - all of which are against Amazon & Half policy) or have not clearly disclosed damage to the book in your listing comments (yes, we analyze each comment), we may buy your book believing you will be sending the correct book or a non-damaged book. Obviously, if you send us an incorrect or damaged book (which are graded liberally - according to Amazon condition standards), it's not a book we want - so we'll ship it back to you and request you refund us once you receive it. We currently ship books back to sellers at our expense. All we need is a return address. Amazon does not provide us this address, but in some cases Half.com will.
Nebraska Book Company is purchasing books from a large number of sellers on Amazon & Half and, at the same time, working to provide a reasonable process for sellers to use when incorrect/damaged items are received (which currently represent around 2% of all books received). Unfortunately, some sellers list incorrectly and either don't understand what it means to "list a book on Amazon or Half under an incorrect ISBN" and accidentally list it or even intentionally list it because a more recent or US edition of the same title garners a higher price. Granted, in some cases a listing page is unavailable for a title, there are title data issues on the site or we'll incorrectly purchase, but each of these occurrences is extremely rare - especially for the types of books we are attempting to purchase.
Even with the volume, we've had good success with packages being delivered by the USPS. Sometimes we'll run into trouble with a few packages lost by the local USPS branch, but nothing close to unreasonable given the number of packages received. Some sellers rely on USPS tracking mechanisms. Amazon encourages sellers to fully understand the significant limitations of USPS "delivery confirmation." Read the last paragraph on this Amazon page to learn about these limitations:
If you are concerned about delivery, we'd suggest UPS or FedEx. Both provide tracking all the way to the point of delivery.
We currently provide dedicated staff who monitor our seller support line (402-237-TEXT), auto-responding email information, automated ways for sellers to block us from purchasing and a very easy-to-use (and free) process to request a damaged or incorrect book back. We continue to learn about the best way to help sellers while keeping our operations efficient. We have adjusted (and continue to adjust) our processes along the way, but the idea we're some big operation scamming marketplace sellers is simply not true.
Some of you reading this post will understand the situation and some of you won't - likely depending on a large number of factors. Either way, understand our goal is to have a successful transaction with marketplace sellers and to help sellers in the event a transaction is not successful - by both getting the incorrect/damaged merchandise sent back and helping educate why the product was rejected (providing specific damage information and/or the incorrect ISBN received). Purchase volume is certainly a factor, but we do our best to create tools which help us manage issues and allow sellers to self-serv in getting incorrect or damaged books returned.
We hope this sheds some light on the "mystery." Know that we do read your posts and will take constructive feedback into account.
Marketplace Purchase Manager
Nebraska Book Company, Inc.
(402) 237-TEXT (8398)
I am not taking sides on this issue. As someone who has not been bitten, I cannot directly complain about the company’s tactics. One thing is clear: people have been having trouble with this company. I have Tyson’s email address but I will not post it because I don’t have his permission to do so. If he chooses, he can post it in the comments.
If you do have problems, you should call that number. In addition, if you find out how to opt out, share the link with me so I can update all my posts. I did find some sort of opt out link but I can’t verify it works or how it exactly works.
To prevent problems, you should follow the guidelines I set out above. If you did and you still had problems, you may have grounds for action against the company and should contact Amazon Seller Support.