Incident and Service Request Management (ISRM)
Incidents
Publication Download Doesn't Work
Service Requests
Stock Request
Overview
| Customer Type | |
| Communication Channel | |
| Purpose |
The purpose of this procedure is to respond to a distributor request for restocking. |
Steps: Asterism Books
Ordering
- Our US distributor Asterism Books periodically sends out new stock requests to our email address info@punctumbooks.com with the title "New Stock Request from Asterism."
- The email contains a URL to the Stock Request on their platform listing the publications titles and amounts.
- Go into the backend of Amazon Kindle Direct Publishing and send out the requested author copies to Asterism, using the mailing address provided in the Stock Request.
- Mark the shipment date on the Stock Request.
Steps: YBP
Ordering
- Our academic library distributor YBP periodically sends out new stock requests to our email address info@punctumbooks.com with the title "YBP Book Order."
- The emails contains a PDF with the Purchase Order.
- Go into the backend of Amazon Kindle Direct Publishing and send out the requested author copies to YBP, using the mailing address provided in the Purchase Order.
Make sure the PO number is added to shipping address by editing the existing entry in the KDP address book.
Invoicing
- Create an invoice to YBP with the Purchase Order number and 40% discount.
- Send the invoice URL to ap@ybp.com with the Purchase Order number in the subject.
Additional Information
Document Control
| Document ID | ISRM-SR-001 |
| Document Owner | Vincent |
| Version | 1.1 |
| Last Date of Change | October 2, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation 1.1: Added section Steps: YBP |
Author Copy Request
Overview
| Customer Type | Author |
| Communication Channel | |
| Purpose |
The purpose of this procedure is to respond to an author requesting author copies. |
Steps
Ordering
- Log in to the KDP backend: https://kdp.amazon.com/en_US/bookshelf
- Select the correct title
- Click Order author copies
- Select amount and marketplace (see below)
- You can add multiple titles to the same order
- Follow the address/shipping/payment instructions. Never choose Prime.
Invoicing
- Apart from gratis author copies that are provided upon release (details for each book in the author email sent out upon release), authors get 50% discount.
- Standard due date 30 days from invoice date.
- Send out the invoice via email.
Additional Information
Amazon Marketplaces
- Amazon.com.au: Australia
- Amazon.ca: Canada
- Amazon.fr: France; sometimes other EU countries
- Amazon.de: Germany; sometimes other EU countries
- Amazon.es: Spain
- Amazon.it: Italy
- Amazon.co.uk: UK; sometimes other European countries
- Amazon.com: Any other country
- For Brazil, request an ID number from the one who receives the order. You'll need to supply to complete the order.
We don't ship to Switzerland
Document Control
| Document ID | ISRM-SR-002 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | October 2, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |
Book Shop Request
Overview
| Customer Type | Book Shop |
| Communication Channel | |
| Purpose |
The purpose of this procedure is to respond to a book shop requesting copies. |
Steps
Ordering
- Log in to the KDP backend: https://kdp.amazon.com/en_US/bookshelf
- Select the correct title
- Click Order author copies
- Select amount and marketplace (see below)
- You can add multiple titles to the same order
- Follow the address/shipping/payment instructions. Never choose Prime.
Invoicing
- Book shops get 40% discount.
- Standard due date 30 days from invoice date.
- Send out the invoice via email.
Additional Information
Amazon Marketplaces
- Amazon.com.au: Australia
- Amazon.ca: Canada
- Amazon.fr: France; sometimes other EU countries
- Amazon.de: Germany; sometimes other EU countries
- Amazon.es: Spain
- Amazon.it: Italy
- Amazon.co.uk: UK; sometimes other European countries
- Amazon.com: Any other country
- For Brazil, request an ID number from the one who receives the order. You'll need to supply to complete the order.
We don't ship to Switzerland
Document Control
| Document ID | ISRM-SR-002 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | October 2, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |
Subscription Cancellation
The donations and membership from the Support page directly link to Stripe and Paypal, and data are no longer stored locally on our website. As a result, these subscriptions are managed directly in the Stripe and Paypal backends.
Cancellation in Stripe
Memberships can be found in the leftside menu under Costumers > Subscriptions.
In this list you can both the legacy subscriptions (identified with a hex code), and the new ones through Easy Digital Downloads. To cancel a subscription, click on the pertinent email address and select Cancel Subscription under the ellipsis menu in the upper right corner.
Cancellation in Paypal
Cancellation through Paypal is not possible from our end. The customer should enter their own Paypal account and cancel the subscription from there.
Paid Memberships Pro
Paid Membership Pro subscriptions run through both Paypal and Stripe, and are managed through the punctum books backend. Because Paid Membership Pro stores customer details on the Wordpress site, this is no longer a secure way to manage subscriptions. These are to be slowly phased out.
Cancellation
Membership can be edited and canceled by clicking on the pertinent account. To cancel, change Membership Level to -- None --.
Document Control
| Document ID | ISRM-SR-003 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | November 28, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |
Payment Method Change
When a subscriber wants to change their payment method
Document Control
| Document ID | ISRM-SR-004 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | November 28, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |
Book Production Query
search FAQ
add to FAQ
Document Control
| Document ID | ISRM-SR-005 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | November 28, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |
Post-Publication Erratum Request
Document Control
| Document ID | ISRM-SR-006 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | November 28, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |
Blurb Correction Request
when it is requested the blurb is changed after Eileen reviewed it > to be approved by Eileen
Document Control
| Document ID | ISRM-SR-007 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | November 28, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |
Usage Figures Request
Document Control
| Document ID | ISRM-SR-008 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | November 28, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |
High-Resolution Cover Request
Document Control
| Document ID | ISRM-SR-009 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | November 28, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |
Translation Request
Overview
| Customer Type |
Publisher |
| Communication Channel | |
| Purpose |
The purpose of this procedure is to respond to a publisher requesting to publish a translation of one of our titles. |
Steps
- Check the license of the original publication
- If the publisher wants to publish under a similar (open) license:
- No fees
- Set up contract (template in Punctum Accounting > Contracts > Downstream Rights Contracts)
- Inform author
- If the publisher does not want to publishe under an open license:
- Negotiate royalities
- Set up contract (template in Punctum Accounting > Contracts > Downstream Rights Contracts)
- Inform author
- Ask author to invoice 50% of the royalities
Additional Information
Document Control
| Document ID | ISRM-SR-010 |
| Document Owner | Vincent |
| Version | 1.0 |
| Last Date of Change | November 28, 2025 |
| Next Review Due Date | |
| Version & Change Tracking |
1.0: Document creation |