There’s a recent post on Fine Books Blog about online booksellers requesting extra charges for shipping:
A bookseller copied me today on a complaint he sent to Abebooks. The gist of the problem was this. A customer ordered a book, and the dealer requested extra charges for shipping since the book was heavy. This happened over a weekend and the customer was out of email contact for a few days. Four days elapsed, and Abebooks cancelled the order automatically. The customer, thinking the book was not available, bought a copy from someone else.
I completely sympathize with the dealer’s anger at the lost sale. . . .
But I also think that the “extra charges” feature is plain bad business. We live in a world of one-click ordering online, and when book buyers place an order, they reasonably expect that they are going to get the book in the mail.
“Extra charges” is a messy solution to the equally messy question of how to set shipping rates. Online booksellers should always figure the extra cost of shipping a heavy book into its price. But the difference in postage cost between a one pound book and a four pound book is often much greater on international shipments and domestic Priority Mail shipments than on standard domestic shipments.
Listing services like AbeBooks could borrow an idea from Chrislands, a service that hosts online bookstores (including Using Books). The shipping matrix on Chrislands-hosted sites allows sellers to set a range of shipping rate levels for heavy and oversized items. (I haven’t taken advantage of this feature yet.)
Amazon Marketplace has a built in approach to the problem. Sellers can disallow international or Priority Mail orders on an item-by-item basis, which is more of a dodge than a solution. AbeBooks, Alibris, and Biblio have “request extra charges” features.
Recently announced on Amazon’s seller forums:
Over the next few weeks we will begin displaying the standard domestic shipping cost alongside the price of the item. Buyers will have the option to sort the display of listings either by item and shipping cost combined (this will be the default view) or by item price alone (this is how the page works today).
Very good. I’ll applaud all attempts to make shipping charges more transparent.
This affects Amazon’s non-media categories, where some sellers have more leeway in setting shipping rates, more than it does books, CDs, and movies. But Amazon does explicitly mention an aspect of this change that might be slightly controversial to their Marketplace sellers:
Products that are sold or fulfilled by Amazon may qualify for “Super Saver Shipping” or the “Prime” shipping subscription program; accordingly, these items will not display a shipping cost[.]
“Super Saver Shipping” is Amazon’s free shipping offer for orders of over $25. “Prime” is a program that allows customers to upgrade shipping on Amazon-filled orders for a flat annual fee. The affect of this is that listings for items that are shipped from Amazon’s warehouses will sometimes receive better placement even when the customer’s order won’t qualify for free shipping under the “Super Saver Shipping” program.