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    • 145 - Speech to Text and Back Again
    • 144 - Reaching the Right Readers through Email
    • 143 - Getting into the Mind of Your Audience
    • 142 - A New Era for Novellas
    • 141 - The Value of Collaboration
    • 140 - Troping Your Way to a Stronger Story
    • 139 - Mistakes Writers Make about Forensic Psychiatry
    • 138 - ROI for Authors
    • 137 - Using Podcasts to Support Your Book Launch
    • 136 - Looking Forward in Indy Publishing
    • 135 - The Importance of Specificity
    • 134 - How Horror is the Genre of Hope
    • 133 - Creating an AI-narrated Audiobook
    • 132 - From Big Idea to Book
    • 131 - The Color Wheel of Characterization
    • 130 - Outsourcing Your Content Creation
    • 129 - Moving for Creativity
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    • 127 - Mistakes Writers Make about PIs
    • 126 - Estate Planning for Authors
    • 125 - The Seven Most Common Mistakes of Non-Fiction Authors
    • 124 - The Rise of Subscription Models
    • 123 - Building Engaging Worlds
    • 122 - Using Data to Guide Your Craft
    • 121 - Story Structure and Character Motivation
    • 120 - Draft2Digital Updates: Smashwords and Print
    • 119 - Metadata Is Your Brand
    • 118 - The Martial Art of Writing
    • 117 - Tracking Sales Data and How ScribeCount Can Help
    • 116 - Creating Community, Content, and Creative Energy
    • 115 - Exploring Kindle Vella
    • 114 - Making Smart Decisions about Your Distribution Strategy
    • 113 - What Authors Can Learn from Theater
    • 112 - Being the Captain of Your Author Voyage
    • 111 - Using Engines, Anchors, and Hazards to Define Character Voice
    • 110 - Making Meaningful Connections through Powerful Language
    • 109 - Wide Retailers and Aggregators
    • 108 - Writing Non-fiction from the Inside
    • 107 - Publishing Process #7: Selective Rights Licensing
    • 106 - Publishing Process #6: Promotion
    • 105 - Publishing Process #5: Marketing
    • 104 - Publishing Process #4: Distribution
    • 103 - Publishing Process #3: Production
    • 102 - Publishing Process #2: Design
    • 101 - Publishing Process #1: Editorial
    • 100 - Becoming a Relaxed Author
    • 099 - Connecting with Fans through Merchandising
    • 098 - Redefining Indy Success through Short Fiction
    • 097 - Taking the Long View
    • 096 - Emerging Tech for the Writing Craft
    • 095 - Finding and Being a Ghostwriter
    • 094 - Debunking Writing Myths
    • 093 - Valuing the Creative Process
    • 092 - Finding a Crew for Your Creative Voyage
    • 091 - Creating Stellar Side Characters
    • 090 - Bringing a Creative Endeavor to an End
    • 089 - The Both-ness of Compelling Characters
    • 088 - How to Receive and Give Critique
    • 087 - Looking Back and Forward at Indy Publishing
    • 086 - Overhauling Keywords
    • 085 - Optimizing Your Keywords
    • 084 - Using Content Legally
    • 083 - Six Rs of Maximizing the Value of Your Content
    • 082 - Perspectives on Writer's Block
    • 081 - Human-Centered Marketing
    • 080 - The Force of a Brand
    • 079 - Making the Most of Your Short Fiction
    • 078 - Living Your Best Creative Life
    • 077 - Behind the Scenes of My Book Launch
    • 076 - BookFunnel
    • 075 - Key Book Publishing Paths
    • 074 - Perspectives on Personal Branding
    • 073 - Author Websites
    • 072 - Mentoring and Collaborating with Interns
    • 071 - Provider Side of Author Services
    • 070 - Copyright for Authors
    • 069 - Writing Memoir
    • 068 - Handling Difficult Topics in YA Fiction
    • 067 - Mistakes Writers Make about the FBI
    • 066 - From Indy to Traditional
    • 065 - X-raying Your Plot
    • 064 - Children's Books
    • 063 - Wide for the Win
    • 062 - Point of View
    • 061 - Google Play
    • 060 - Mastering Action Sequences
    • 059 - Newsletter Swaps and StoryOrigin
    • 058 - Author Newsletters
    • 057 - The Pros and Cons of Pre-orders
    • 056 - Crowdfunding for Authors
    • 055 - Costs of Self-publishing a Book
    • 054 - Futurist Trends We Can Prepare for Now
    • 053 - Learn from TV and Movies
    • 052 - Building a Resilient Indy Business
    • 051 - Podcasting as Content Marketing
    • 050 - First Responders
    • 049 - Ruminations on Book Launches
    • 048 - Protagonist and Antagonist Voices
    • 047 - Backstory and Flashbacks
    • 046 - Writing Coroners
    • 045 - Exercise
    • 044 - Using Aggregators versus Direct
    • 043 - Killing Suspense
    • 042 - The Importance of Metadata
    • 041 - Writing Convincing Villains
    • 040 - Storytelling Lessons from Investigative Reporting
    • 039 Building a Writer Community
    • 038 - Graphic Novels
    • 037 - How Cozy is Cozy?
    • 036 - Frugal Tips for Writers
    • 035 - Police Procedures
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    • 015 - Five Things I Wish I Knew Before I Was Published
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Between a "Rock Paper Scissors" and a Hard Place

10/4/2022

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From the personal update section of the 04-Oct-2022 episode of The Indy Author Podcast:

I’m back from two weeks in Maine, during which I had planned to focus mainly on finishing a draft of Ann Kinnear 6 that I could share with beta readers. However, I got derailed right away when I discovered, almost by accident, that Amazon had taken down the first book in the Lizzy Ballard Thriller Trilogy, ROCK PAPER SCISSORS. This was especially alarming because having Book 1 of the trilogy unavailable was obviously going to impact the sales of Books 2 and 3.

I ended up spending a good part of a couple of days trying to get that resolved. I contacted KDP Support via chat and at first, they told me that the issue was that I had submitted the book as a pre-order, but that it contained already published content. Acknowledging that, if the KDP UI allowed it, it was possible that I had accidentally and erroneously hit a “pre-order” button and asked how I could resolve it. They told me that the only way to resolve it was to delist the current book and create a new book, including a new ISBN.

I pointed out that that would mean I would lose 151 reviews with a 4.4-star average, and they assured me that once the new book was up, they would transfer the reviews to it. Even assuming they did that, I further pointed out all the other problems that would cause, such as breaking every online link to the original version. I also pointed out that if the issue was copied content, I couldn’t see how spinning up an identical version would solve the problem. I asked to have the issue escalated, which they did, but I could only be able to talk to the escalation team via phone or email. I didn’t want to use the phone, because I wanted a record of my conversation (warning: even using chat with KDP support was not a guarantee of an electronic record—at least one I had access to—because they can’t send a transcript of the conversation until it’s complete, and then they have to remember to do it, so always copy the transcript before you end the chat). I was afraid of waiting through turnaround time for email, but that seemed to be my only option.

Fortunately, turnaround on the escalated emails was very prompt—within 24 hours. Unfortunately, this was their response:

We've reviewed your book(s) and are upholding our previous decision. The book(s) impairs customers' ability to make good buying decisions because of the following:
• Similarity of the title to a previously published book


I finally realized what the issue was and replied with this:

I'm suspecting that you're referring to the fact that Alice Feeney's  , published in 2021--four years after I published the Lizzy Ballard Thriller Rock Paper Scissors--shares the same title. On the basis of that logic, you should be taking down Ms. Feeney's book, not mine, but I assume you know that book titles are not copyrightable, and I certainly bear Ms. Feeney no ill will for "taking" the title I had already used.

Within another 24 hours, I got an email that they had re-reviewed the case and had reinstated the book, which indeed showed up again within another 24 hours, all reviews and other metadata intact.

This was not how I had wanted to spend the first few days of my vacation BUT I was relieved that it was resolved as quickly as it was. I sometimes feel like a lone apologist for Amazon in the indy world—and I acknowledge that there are many, many ways that Amazon makes the life of an indy author difficult, not to mention indy bookstores—but it’s also important to remember that most indy authors wouldn’t be where we are without access to the world’s biggest bookstore, not to mention Amazon-blazed technologies like e-readers and print on demand books.

​I also recognize that when a retailer is managing a bookstore as huge as Amazon’s, it’s going to have to rely on automated sweeps and not human curation to monitor the content they make it so easy to make available for sale. Since I’m sure there are many unethical people who will try to take advantage of a popular title by putting up content with the same title, it makes sense that Amazon would have automated tools on the look-out for such content, and if I accidentally flagged my 2017 title as a new release, then I’m not surprised that it got caught in that sweep.

I was impressed that the KDP escalation team responded so quickly to not one but two follow-ups, and were willing to reconsider their position when they and I were in sync on what the actual issue was.

So my learnings from this are ...

... don’t give up on trying to get an issue resolved after one or two unsuccessful attempts. (I recognize that for every satisfactory resolution to and issue, where is at least one unsatisfactory result, but don’t assume that there is no recourse.

... remember that when you’re dealing with KDP support, you’re not dealing with technology, you’re dealing with a person, AND that you’re not going to improve your chances of a successful resolution by being unpleasant. You want to be pleasantly, or at least professionally, persistent. Even when I was dealing with the first-line support via chat, and even though they were giving me erroneous information (for which I can easily imagine their systems could be blamed), I was impressed with how long the rep was willing to stay on chat with me as I thought through all the various issues and considerations.

 ... keep a record of all your contacts with KDP support, and even if the chat rep says they will send you a transcript after the chat is ended, copy out the chat before you close it. (I never received the transcript that the chat rep promised to send.)

Finally, while I may be an apologist for Amazon in some situation, I’m still working continuously to reduce my reliance on Amazon, because if my appeal of the take-down of ROCK PAPER SCISSORS had gone differently, I would have been in a world of hurt.

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    Author

    Matty Dalrymple is the author of the Ann Kinnear Suspense Novels and is the principal at William Kingsfield Publishers.

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  • Home
  • About & Contact
  • Podcast
    • 178 - How to be a Writer if You Hate Writing
    • 177 - From Indy to Trad to Hybrid
    • 176 - Choosing the Tools for Your Author Career
    • 175 - Lessons Learned as an Author Podcaster and YouTuber
    • 174 - Choosing Your Social Media Platform
    • 173 - Don't Stake Everything on Your First Book
    • 172 - A Reviewer's Perspective on Audiobooks
    • 171 - Outside-the-Box Content
    • 170 - Creating a Winning Workbook
    • 169 - The Do's and Don'ts of Working with Book Bloggers
    • 168 - How to Write from Trauma
    • 167 - Good Habits and Accountability Groups
    • 166 - Plotting with an Unreliable Narrator
    • 165 - Strengthening Your Fiction with a Premise
    • 164 - What Writers Can Learn from Short Fiction
    • 163 - Year End: The Writing Craft And The Publishing Voyage
    • 162 - Book Marketing Lessons from Beyond the Book World
    • 161 - Choosing Your Publishing Path
    • 160 - Mistakes Writers Make about Police Roles
    • 159 - Backstory: Mountaintop or Valley
    • 158 - What Writers Can Learn from Remote Workers
    • 157 - Literary Citizenship
    • 156 - Character Development Through the Pain and Promise of Life
    • 155 - The Benefits (and Costs) of Membership
    • 154 - From Screenplay to Novel and Back
    • 153 - The Importance of a Professional Photo and Video Presence
    • 152 - The Three Stages of Story
    • 151 - Setting Your Creative Horizons
    • 150 - Hands-off Merchandising for Authors
    • 149 - Using Vulnerability to Feed your Creativity
    • 148 - Making the Most of In-person Events
    • 147 - Writing for Audio
    • 146 - Managing Writing with a Full-time Career
    • 145 - Speech to Text and Back Again
    • 144 - Reaching the Right Readers through Email
    • 143 - Getting into the Mind of Your Audience
    • 142 - A New Era for Novellas
    • 141 - The Value of Collaboration
    • 140 - Troping Your Way to a Stronger Story
    • 139 - Mistakes Writers Make about Forensic Psychiatry
    • 138 - ROI for Authors
    • 137 - Using Podcasts to Support Your Book Launch
    • 136 - Looking Forward in Indy Publishing
    • 135 - The Importance of Specificity
    • 134 - How Horror is the Genre of Hope
    • 133 - Creating an AI-narrated Audiobook
    • 132 - From Big Idea to Book
    • 131 - The Color Wheel of Characterization
    • 130 - Outsourcing Your Content Creation
    • 129 - Moving for Creativity
    • 128 - Lessons from Filmmaking
    • 127 - Mistakes Writers Make about PIs
    • 126 - Estate Planning for Authors
    • 125 - The Seven Most Common Mistakes of Non-Fiction Authors
    • 124 - The Rise of Subscription Models
    • 123 - Building Engaging Worlds
    • 122 - Using Data to Guide Your Craft
    • 121 - Story Structure and Character Motivation
    • 120 - Draft2Digital Updates: Smashwords and Print
    • 119 - Metadata Is Your Brand
    • 118 - The Martial Art of Writing
    • 117 - Tracking Sales Data and How ScribeCount Can Help
    • 116 - Creating Community, Content, and Creative Energy
    • 115 - Exploring Kindle Vella
    • 114 - Making Smart Decisions about Your Distribution Strategy
    • 113 - What Authors Can Learn from Theater
    • 112 - Being the Captain of Your Author Voyage
    • 111 - Using Engines, Anchors, and Hazards to Define Character Voice
    • 110 - Making Meaningful Connections through Powerful Language
    • 109 - Wide Retailers and Aggregators
    • 108 - Writing Non-fiction from the Inside
    • 107 - Publishing Process #7: Selective Rights Licensing
    • 106 - Publishing Process #6: Promotion
    • 105 - Publishing Process #5: Marketing
    • 104 - Publishing Process #4: Distribution
    • 103 - Publishing Process #3: Production
    • 102 - Publishing Process #2: Design
    • 101 - Publishing Process #1: Editorial
    • 100 - Becoming a Relaxed Author
    • 099 - Connecting with Fans through Merchandising
    • 098 - Redefining Indy Success through Short Fiction
    • 097 - Taking the Long View
    • 096 - Emerging Tech for the Writing Craft
    • 095 - Finding and Being a Ghostwriter
    • 094 - Debunking Writing Myths
    • 093 - Valuing the Creative Process
    • 092 - Finding a Crew for Your Creative Voyage
    • 091 - Creating Stellar Side Characters
    • 090 - Bringing a Creative Endeavor to an End
    • 089 - The Both-ness of Compelling Characters
    • 088 - How to Receive and Give Critique
    • 087 - Looking Back and Forward at Indy Publishing
    • 086 - Overhauling Keywords
    • 085 - Optimizing Your Keywords
    • 084 - Using Content Legally
    • 083 - Six Rs of Maximizing the Value of Your Content
    • 082 - Perspectives on Writer's Block
    • 081 - Human-Centered Marketing
    • 080 - The Force of a Brand
    • 079 - Making the Most of Your Short Fiction
    • 078 - Living Your Best Creative Life
    • 077 - Behind the Scenes of My Book Launch
    • 076 - BookFunnel
    • 075 - Key Book Publishing Paths
    • 074 - Perspectives on Personal Branding
    • 073 - Author Websites
    • 072 - Mentoring and Collaborating with Interns
    • 071 - Provider Side of Author Services
    • 070 - Copyright for Authors
    • 069 - Writing Memoir
    • 068 - Handling Difficult Topics in YA Fiction
    • 067 - Mistakes Writers Make about the FBI
    • 066 - From Indy to Traditional
    • 065 - X-raying Your Plot
    • 064 - Children's Books
    • 063 - Wide for the Win
    • 062 - Point of View
    • 061 - Google Play
    • 060 - Mastering Action Sequences
    • 059 - Newsletter Swaps and StoryOrigin
    • 058 - Author Newsletters
    • 057 - The Pros and Cons of Pre-orders
    • 056 - Crowdfunding for Authors
    • 055 - Costs of Self-publishing a Book
    • 054 - Futurist Trends We Can Prepare for Now
    • 053 - Learn from TV and Movies
    • 052 - Building a Resilient Indy Business
    • 051 - Podcasting as Content Marketing
    • 050 - First Responders
    • 049 - Ruminations on Book Launches
    • 048 - Protagonist and Antagonist Voices
    • 047 - Backstory and Flashbacks
    • 046 - Writing Coroners
    • 045 - Exercise
    • 044 - Using Aggregators versus Direct
    • 043 - Killing Suspense
    • 042 - The Importance of Metadata
    • 041 - Writing Convincing Villains
    • 040 - Storytelling Lessons from Investigative Reporting
    • 039 Building a Writer Community
    • 038 - Graphic Novels
    • 037 - How Cozy is Cozy?
    • 036 - Frugal Tips for Writers
    • 035 - Police Procedures
    • 034 - Connecting through Video
    • 033 - Barriers to Creativity
    • 032 - Hybrid Publishing
    • 031 - ebook Pricing
    • 030 - Common Writer Wisdom: Is it Right for You?
    • 029 - Fostering Creativity through Digital Minimalism
    • 028 - Writing the Killer Query
    • 027 - Why to Stop Blogging
    • 026 - Weaving Your Day Job into Your Books
    • 025 - Mastering Book Descriptions
    • 024 - Three Hard Truths
    • 023 - Reaching New Readers through Translations
    • 022 - SEO for Authors
    • 021 - Building Communities in Podcasts and In Person
    • 020 - Working with Libraries & Bookstores
    • 019 - Judging a Book by Its Cover
    • 018 - The Importance of Masterworks
    • 017 - Story a Day
    • 016 - Drawing Back the Publishing Curtain
    • 015 - Five Things I Wish I Knew Before I Was Published
    • 014 - Collaborating on "Taking the Short Tack"
    • 013 - Writing in Time
    • 012 - Top Firearms Mistakes Writers Make ...
    • 011 - Making the Move to Full-Time Writer
    • 010 - Update from The Indy Author
    • 009 - Craft and Business of Short Fiction
    • 008 - Screenwriting
    • 007 - Faster Fiction
    • 006 - Importance of Storytelling
    • 005 - Image-intensive Books
    • 004 - Using Media Outlets
    • 003 - Small Press Publishing
    • 002 - Creativity Tips
    • 001 - Introducing The Indy Author
    • For Guests of The Indy Author Podcast
    • Podcast Guest and Topic Proposals
  • Services
    • Services - Author Consulting
    • Services - Podcasting for Authors
  • Podcasting for Authors
  • Short Fiction
  • Creating a Story Frame
  • Resources
  • Tools
  • Affiliates
  • The Craft
    • Getting Past the Fear of (First Draft) Commitment
    • Scalability
    • Professionalism
    • From Dead in the Water to Favorable Winds
  • The Voyage
    • Reading Your Work Aloud
    • Preparing to Request an Author Blurb
    • Navigating Indy
  • For the Armchair Sailor
  • Events
  • For Libraries
  • Blog
  • William Kingsfield Publishers
  • Patrons of The Indy Author
  • Press Kit
  • Enter