Frequently Asked Questions
Who do I contact if my account has an issue with their order?
How do I know if a title is on backorder?
You should call customer service to confirm stock if your customer needs their entire order ASAP
Hachette Customer Service. .
Phone: 800-759-0190
Email: [email protected]
Fax: 800-331-1664
Hachette Customer Service. .
Phone: 800-759-0190
Email: [email protected]
Fax: 800-331-1664
How do I find out reprint dates?
You should call or email customer service to find out reprint dates on titles that are temporarily out of stock
Hachette Customer Service or please email [email protected] with titles & ISBN
Phone: 800-759-0190
Email: [email protected]
Fax: 800-331-1664
Hachette Customer Service or please email [email protected] with titles & ISBN
Phone: 800-759-0190
Email: [email protected]
Fax: 800-331-1664
What do I do if my account receives damaged or faulty stock?
You will need to request a return authorization or a credit memo from Hachette Customer Service. Hachette will either issue a "call tag" for the damaged units or they will credit the customer's account for the unusable stock depending on the quantity to be returned (anything less than $50 net will received a credit memo). When you contact customer service with queries regarding return authorizations, you should include the following information:
- Name, Email Address, and Phone number of the contact person from whom the damaged stock will be retrieved
- Specify whether or not the customer would like replacement units for the damages or whether they would like their account or credit card to be credited for the return.
What if my account is on credit hold or has been passed onto collections?
You should call Customer Service to find out who the account's Hachette Credit Representative is and follow up with that credit rep directly. Include a detailed account of the credit issue at hand and any relevant documentation to expedite the process.
What if my account was supposed to receive special promotional terms and they were not invoiced or charged accordingly?
You should contact Hachette Customer Service, preferably via email to begin a paper trail of your request. Include the following in your email to customer service:
- Account name and number (if available)
- PO number or invoice number
- A copy of the PO or Invoice (if available)
- A detailed explanation of the issue with the billing
WHAT IF MY ACCOUNT NEEDS SAMPLES OF BOOKS BEFORE PLACING AN ORDER, OR I NEED A SAMPLE FOR MY REP KIT?
For backlist and already released titles, please send your sample requests directly to [email protected]. You should include the following information in your email request:
- Name of Account/Ship to Address
- Title, ISBN, and Qty of the sample that you are sending
I'M AN INDEPENDENT GIFT REP. HOW WILL I RECEIVE MY REP SAMPLES EACH SEASON?
Each season, we will send you a form with the new frontlist titles for Chronicle, Laurence King, Hardie Grant, Princeton, Creative Company, and Galison, Games Room, Petit Collage, Ridley's and the suggested order quantity for those titles. We may not recommend every single title as some may not be applicable to your channel. You should review the form and adjust according your business needs. Then email the form to [email protected]
I'm an Independent Gift rep. How will I receive my rep samples each season?
Each season, we will send you a form with the new frontlist titles for Chronicle, Laurence King, Princeton, Creative Company, and Galison and the suggested order quantity for those titles. We may not recommend every single title as some may not be applicable to your channel. You should review the form and adjust according your business needs. The email that form with to Hachette at [email protected], with your Chronicle Manager cc’d on the message. You will receive a rep sales kit from Moleskine separately and automatically, so there is no need to submit an order for that distribution partner.
How will I receive my Scanbooks each season?
Scanbooks are automatically sent to all reps prior to seasonal sales conference. This mailing is managed by one of our production staff and is executed through a mailing facility. Please make sure to update us with any change to your address throughout the year so we can update the database that is used for this shipping job. Current Season scanbooks are available in the “Forms & Materials” tab.
I have run out of Scanbooks; how do I order more?
We have extra handbooks in our office, these are available upon request on first come first serve basis.
please contact : [email protected]
please contact : [email protected]
I have an account that is hosting an Author Event. What are the terms for Author Events and how do I make this happen?
Terms for author events are 50%, fully returnable with a 24 unit minimum. If you have an event where the author will be present, you should email [email protected] with your PO attached as well as the "must arrive by" date in the subject line. Please CC Paulina & Melissa
If I have an account that needs special packaging or handling, what should I do?
Orders with special packaging or handling requirements must be routed through Chronicle before being processed by Hachette, so you must email the purchase order to your CB Manager with details on the requirements.
If I have an account that needs to reserve stock for a catalog, special promotion, general guarantee, what should I do?
Email your CB Manager with the projected quantity that your account needs to have guaranteed and specify the timeframe in which they anticipate purchasing this stock. Purchase Orders that are being taken from "Frozen" stock will need to be routed through Chronicle before being processed by Hachette, so email those purchase orders to your CB Manager for processing.
I have a key account that needs to preview the next season's offerings. What tools are available to me?
Please reach out directly to your CB Manage to partner with them in creating the appropriate materials for your account. Be as specific as possible in your request about the type of books that your account would be interested in seeing. If possible, give recommendations to your manager to help guide them in preparing a presentation for your account.
I need hi-res cover images for my account. Where do I find them?
Click on the “Cover Images” tab on this website. Enter the password and username:
Please do not send customers to the rep hub--you may refer customers to www.chronbooks.net/8080 and they can you the same user name and password as above. It’s the same website, so the process is the same but they will not have access to the other parts of the rep hub which is restricted info for accounts.
I need hi-res cover images for my account. Where do I find them?
Click on the “Cover Images” tab on this website. Enter the password and username:
- Username: covers
- Password: nocovercharge
Please do not send customers to the rep hub--you may refer customers to www.chronbooks.net/8080 and they can you the same user name and password as above. It’s the same website, so the process is the same but they will not have access to the other parts of the rep hub which is restricted info for accounts.
My account wants to change their terms from non-returnable to returnable:
This is not advisable for independent specialty accounts, so if at all possible, it’s best to keep them on non-returnable terms. Please let them know that their discount will be lowered, and that they will not be eligible to participate in any promotions.
Non-Returnable Standard Terms:
1-23 units = 25% off retail
24-99 units = 48% off retail
100+ units = 50% off retail
Returnable Standard Terms:
1-23 units = 25% off retail
24+ units = 46% off retail
Non-Returnable Standard Terms:
1-23 units = 25% off retail
24-99 units = 48% off retail
100+ units = 50% off retail
Returnable Standard Terms:
1-23 units = 25% off retail
24+ units = 46% off retail
How do I open a new account?
For new accounts that want credit terms, email or fax their new PO, along with Hachette’s credit application (or the account’s credit reference sheet), and a copy of their valid tax resale certificate to Hachette New Accounts. It is always advisable to include a credit card number on the first order to make sure it processes as quickly as p If they do not provide a credit app or a credit card number, Hachette will send them a PRO FORMA invoice in the mail, and the customer will need to pay for the goods before Hachette will release the order. If the customer does not want to apply for credit terms, they will always need to remember to include their credit card information on their order, otherwise nothing will release until that pro forma invoice is paid.
Documents needed:
[email protected]
Fax: 800-331-1664
Phone: 800-759-0190
Documents needed:
- Hachette Credit Application (optional. Click here to find a copy of the form)
- State Tax Resale Certificate (Click here for detailed information on Sales Tax requirement for Hachette)
- Purchase Order with account Bill to and Ship-to
- Credit Card information (for first order/pre-pay accounts)
[email protected]
Fax: 800-331-1664
Phone: 800-759-0190