I have sent this as a reply to firstname.lastname@example.org along with the same attachments of receipt and screenshot of ‘out of policy’ return. Should I send it to any of the other emails as well? Should I send it again if I don’t hear back? (How long should I wait?)
"This is for the suspension on NeverEndingStoryBooks/Oolalamusic. We changed our name to NeverEndingStoryBooks as we began to sell more books.
-We purchased a copy of ASIN 495567507 from ‘name and address of thriftstore’, on 1/31/2017. This source may not be good at removing counterfeit copies from the market. We acknowledge that there may be high quality counterfeit copies of ASIN 495567507 that may look very similar to the original. I may have sold a used copy unaware that it may have been a counterfeit copy.
-I will no longer sell ASIN 495567507 and I have removed the listing.
-I have educated myself on the Anti-Counterfeit Best Practices endorsed by Cengage, Elsevier, Macmillan Learning, McGraw-Hill Education, and Pearson Education(EPEG) which are designed to eliminate counterfeit textbooks from the marketplace. As a small seller of mostly used items, I have taken on the policies that apply to our business.
-I have thoroughly educated myself and my staff on how to avoid, identity, and report counterfeit books. Signs that a book may be counterfeit can include missing pages, different paper, blurred photographs, blurred or scored/creased covers, different headbands, different trim size and bulk, and inferior binding. Books in brand new, mint condition but marketed as “used” or “like new” is another red-flag that a book may be counterfeit. The “used” and “like new” descriptions are often used to justify a below-market price. If the ISBN on the rear cover of the book does not match the ISBN on the inside copyright page of the book, that is another sign that a book may be counterfeit. Companies and individuals who sell counterfeit books frequently claim that the books are authentic when they are not. Bare assertions of legitimacy should not override common-sense and other warning-signs
-I will compare the following to the original books: Dimensions (Height, Width, and Bulk) Cover(Cover Stock, Cover Images and Copy – Clarity, Proportions, Color Saturation, Fonts, and Back Cover Copy) Specialty Finishing (Embossed/Raised Text and Images, Gloss/Matte, UV Varnish, Foil Stamping, etc.) Barcode Label, Spine (Clarity, Proportions, Color, and Fonts) Text Paper(Opacity – Degree of Show Through, Bulk/Thickness, Color, Finish, and Feel – Does paper feel rougher/smoother than legitimate copy?) Text Printing (Ink (Density, Color) Images (Halftones, Photos, Screens, Tints) Alignment (Bleeds, Margins, Alignment) Clarity (Does printing appear grainy, dark, or blurry?) Binding (Appearance – Spine, Formation, Headband – Color(s) and/or Material Used, Scoring – Cover Hinge Scoring, Adhesive – Color of Glue, Appearance, and Tunneling) Endsheets/Inserts, Missing pages, and incorrect ISBN(inside and out).
-I will not buy or sell books that have ISBN information removed, nor books that have been altered to hide do not sell information.
-Being a small seller, I will not buy in quantities greater than one. I will not buy from outside the US. I will not buy from the internet. I have no need to.
-When I am not sure if a book is authentic, I will not buy or sell the book.
-If I still somehow receive an inauthentic book, I will alert the publisher.
-I will maintain a record of all my purchases.
-I have reviewed my entire inventory to ensure that all stock is 100% authentic. I have removed listings of books if there could be any question of their authenticity.
-We have looked at all sources we obtain books from to ensure that all books we sell will be 100% authentic. I will not buy in quantities greater than one. I will not buy from outside the US. I will not buy from the internet.
Preventing the complaint from happening again:
-We believe the steps outlined above: not offering this ASIN for sale again, review of our inventory, and review of our sourcing policies will be sufficient in preventing this from happening again.
-In general, we will be selling far fewer textbooks.
-We will apply these policies to all media, not just textbooks."