From David Gaughran:
Kristi Belcamino is really being messed around by Amazon. Yesterday morning, she was rank-stripped for the third time, and it appears to be happening every time she puts a book free – even before she hits the promo sites or moves up the charts.
Back in September, Kristi was one of the unfortunate (and innocent) authors who were unfairly rank-stripped by Amazon for several weeks. She had a BookBub promotion which catapulted her up to #3 in the Free charts on September 18, was then rank-stripped, and didn’t have the sanction lifted until October 22 – over one month later.
. . . .
After a few weeks of “investigating,” Amazon returned the rank to Kristi’s book. She did not receive an apology from KDP, or any kind of compensation for this visibility-killing sanction. In fact, Amazon threatened to take similar action in the future.
And Amazon made good on that threat.
In early December, Kristi made another book free – Gia in the City of Dead – as part of a KDP Select promotion from December 1 to December 5. When she woke on December 1, she saw that her book had been stripped of its rank – before any promotion had even kicked in. She immediately emailed Amazon to ask them why this had happened. This was the nonsensical reply she received the following day:
In the Kindle Store, the Bestsellers Rank is divided into Free and Paid lists. During the period when your book is being offered for free, it will have a ranking in the Free list. Once the free promotion is over, your title will show up again in the Paid list.
The Bestsellers Rank calculation is based on Amazon sales and is updated hourly to reflect newer and historical sales of every item sold on our website, with recent sales being weighted more heavily. With this in mind, titles that are part of a free promotion may see a drop in the sales rank under the Paid list after the promotion is over. However, since your sales rank takes into account recent and historical sales data, your previous Paid rank will influence your new Paid rank.
Category rankings will appear in the Product Details section of a book’s detail page to display the appropriate rank information.
While monitoring your book’s Amazon sales rank may be helpful in gaining general insight into the effectiveness of your marketing campaigns and other initiatives to drive book sales, it is not an accurate way to track your book’s sales or compare your sales in relation to books in other categories, since a particular item’s sales rank does not absolutely reflect its sales.
While monitoring your book’s Amazon sales rank may be helpful in gaining general insight into the effectiveness of your marketing campaigns and other initiatives to drive book sales, it is not an accurate way to track your book’s sales or pages read. Neither is it an accurate way to compare your sales in relation to books in other categories, since a particular item’s sales rank does not absolutely reflect its sales or Kindle Unlimited (KU) / Kindle Owners’ Lending Library (KOLL) activity.
Your paperback which is linked to your eBook shows the following:
Average Customer Review: 4.7 out of 5 stars 26 customer reviews
Amazon Best Sellers Rank: #409,199 in Books (See Top 100 in Books)
#1296 in Books > Mystery, Thriller & Suspense > Thrillers & Suspense > Crime > Organized Crime
Thanks for using Amazon KDP.
It appears that a customer service rep has rushed a reply after misreading Kristi’s query and pasted in a bunch of irrelevant canned responses. I merely copy it here to show that this kind of botched reply is becoming typical with KDP customer service – a situation which is frustrating normally, but critically so when you have a major issue like Kristi did at the time.
. . . .
Anyway, Kristi persisted until she got someone to actually read her email. This is where things got really weird. On December 4, she received this unsigned email from KDP’s Compliance team:
We detected that purchases or borrows of your book(s) are originating from accounts attempting to manipulate sales rank. We take activities that could jeopardize the experience of our readers and other authors seriously and may temporarily remove sales rank while we investigate. The sales rank(s) of your book(s) is now available.
If you have any questions, please email us at firstname.lastname@example.org.
Thanks for publishing with Amazon KDP.
Note that while the email stated that “The sales rank(s) of your book(s) is now available”– this was not the case. The rank had not been returned to Gia in the City of Dead, as I can vouch for myself. Kristi was in contact with me throughout this episode and I was able to watch events unfolding and verify her claims.
Kristi’s rank didn’t return the following day either, but when her free promotion ended on midnight of December 5, as scheduled, her rank returned. On December 6, Kristi received this email:
I understand your frustration and I really appreciate your patience while we investigated this further. There was a technical issue that prevented your sales rank from displaying while our system was updating the rank. Our Technical Team has corrected the issue and your sales rank is now displaying accurately. Again, I’m very sorry for the inconvenience this has caused. You can confirm the sales rank is now appearing by accessing the link below.
[link to book]
Executive Customer Relations
Kindle Direct Publishing
Bizarrely, KDP was now claiming that a “technical issue” prevented her sales rank from displaying. This was obviously stretching credulity given the rank manipulation form letter that Kristi had again received from Amazon’s Compliance team, and she said that in response to this message. Then she received this message:
I’m sorry for the misunderstanding. The email you received from email@example.com on December 4 was sent in error and the sales rank did not disappear due to free promotions or manipulation. Our Content Review team confirmed there was no manipulation and our Technical Team discovered that the disappearance of your sales rank was due to a internal issue.
So, an “internal issue” caused the rank disappearance, and the rank manipulation email was sent in error. Hmmmmm. Quite the coincidence, don’t you think?
Nevertheless, at this point Kristi was relieved that her rank had been restored, even if Amazon had – once again – completely ruined a promotion which she had spent money on, killing her visibility and crippling her downloads.
Link to the rest at Let’s Get Digital and thanks to Andy for the tip.