If you are contacted by a consumer who received a damaged or defective copy of your book from one of Ingram's retail partners or a distribution partner of ours, the consumer needs to return the book back to the business they purchased it from for a refund or replacement.
If the consumer purchased a copy of your book from you, the book should be returned to you for a refund or replacement and you will work with the Client Services team to resolve the problem.
Although minor defects can occur during the manufacturing process of your book, below is a list including, but not limited to, defects that when minor, are not considered to make a product unsaleable:
- Cover scratches
- Smudges in the lamination (This is the glue that can typically be wiped off with a damp cloth)
- Folded pages
- Lamination creases or scored hinges
- Gutter read marks
However, if you feel the book is not in good condition and you or the consumer are not happy due to a defect or damage, Lightning Source support will do their best to resolve the situation as quickly and efficiently as possible, with all parties satisfied with the end result.
How to Submit a Claim
You may submit a claim by following the steps below.
1. Click on Orders > Submitted Orders > Report an Issue (the Report an Issue button is available for 90 days after an order has shipped).
2. Click on the button to begin the process of reporting an issue to us. You’ll then see the following screen.
3. In order for our Client Services team to accurately review your request, you’ll be asked to provide the following information:
If you select the Use A New Address option, you’ll be asked to enter a one-time shipping address for your replacement order:
4. Once you’ve completed the required information, click the Continue button at the bottom left side of the screen. You’ll then be able to review your order report:
5. If you’re happy with your order report, click the Submit button to send the report to our Client Services team.
Our client services team will review your order report and contact you within 3-5 business days.
For damage related to a shipping issue, keep the boxes and provide images. For large orders delivered on a skid (or a pallet) inspect the skid for any type of transit or forklift damage. If you see any, sign the freight receipt noting that the skids are damaged and describe the damage such as forklift holes in cartons or corner of cartons/skid is crushed from transit damage. If time permits, open the carton and count/note the number of damaged books. If the driver will not wait, note on the receipt there is transit damage and sign it stating that an inspection is required to determine the extent of the damage. Then check the extent of damage to get a count. When that is done, let us know and we will work to file a claim for the damage with the carrier. If it is not signed as damaged, it is virtually impossible to get a claim accepted by the carrier. You may submit a claim form (attached at the bottom of this article) and email us at email@example.com.
Viewing a Claim Replacement Order
You can view claim replacement orders in your account. Because we oftentimes place the order internally, it will not appear in the "Submitted Orders" section with your other orders; however, you can see the claim replacement orders if you click on "Search for Orders." If you have search criteria, you can enter the information, or you can just click on "Search" without entering anything at all. Replacement orders typically begin with "R0-xxxx" and will appear in the order list.
What if my order is returned to Ingram?
Lightning Source only accepts and processes returned books delivered to its facilities, where the original shipment was undeliverable as addressed, or the customer refused delivery. It is the publisher’s responsibility to confirm delivery, return, or refusal.
In the event a package is routed back to LSUS due to an incorrect address or refusal, LS will hold the package for five (5) scheduled business days for the publisher to provide disposition. LS is not responsible for packages remaining at our facility after 5 business days, except where the publisher has provided LS with a disposition of such packages during this five-day period.
Books returned by the publisher’s customer, that were originally delivered and received by the customer, must be returned directly to the publisher. Lightning Source assesses actual shipping fees per returned shipment.