From David Gaughran:
A situation blew up at Amazon over the weekend which has made most KDP ebooks unavailable to purchase for international readers who use the US Kindle Store — one which has also exposed a glaring security problem.
This issue — which is either a bug or a badly bungled roll-out — is causing great confusion as its effects are only visible to those outside the USA, which might explain why Amazon has been so slow to address it, or even understand the problem, it seems.
The first reports were from a few weeks ago, when Australian readers who use the US Kindle Store were unable to see a handful of new releases. It seems to have spread significantly since then. This weekend I noticed the issue myself for the first time. Buy buttons had disappeared from a couple of my ebooks and they were no longer appearing in Search results or on my Author Page. It was as if they had been ghosted. Readers around the world confirmed the same thing — except those in the USA, where all these books continue to be visible in search and purchasable by readers there.
Looking around the Kindle Store this weekend, it seemed like half of the KDP books I checked were unavailable for purchase to international readers, and similarly missing from search results (and, in some cases, author pages). They were undiscoverable by international readers, in other words, and even if those readers navigated to the pages of those Kindle editions directly, price tags were gone and Buy buttons had been removed.
. . . .
So the system seems to think that I shouldn’t be using the US Kindle Store — even though, like many Irish people, I’ve been using the US Kindle Store exclusively since 2011 — and it is blocking me not just from purchasing this title and many other titles, but is also rendering them invisible in search too, so customers don’t even know there is an issue unless they somehow go directly to the book’s page on Amazon. New-to-you readers internationally who use the US Kindle Store won’t even know the problem exists otherwise, or that your book does, I guess.
It gets weirder because this bug or glitch or whatever it is seems to be very inconsistent. All of my non-fiction is unavailable to international readers. Some of my fiction is gone too, but not all of it. If I Iook at someone random from the charts like Bella Forrest, all of the books of hers I checked are gone.
. . . .
I spoke to Amazon customer service yesterday and tried to explain the issue. Amazon didn’t seem to understand it, and just inserted a US postal address in my account instead, which “fixed” the problem as far as they were concerned. And, yes, I can now see my books and all the others which were invisible to me beforehand, but everyone else internationally still can’t see them or purchase them in the US Kindle Store – which is the only place that millions of international readers are able to purchase ebooks (this point must be repeated again and again as misunderstanding abounds — not everywhere has a local Kindle Store and such readers are supposed to use the US store).
Amazon’s “fix” had a number of unintended side-effects. As Amazon now seems to think I’m based in America, I no longer get charged VAT on ebooks. Instead, a test purchase I made applied Washington state sales tax of 6.5% — the customer service person put in Amazon’s Seattle HQ as my address — instead of the 23% rate of Irish VAT that Amazon is legally required to apply to ebook sales to me.
. . . .
Related issues aside, I hope Amazon starts making an effort to understand what is happening here as this is a particularly bad situation for international self-publishers whose readers will naturally trend international too, and who will be disproportionately affected. It also prevents self-publishers around the world from checking their books on Amazon.com — which they need to do for innumerable reasons.
Whether all this is a (bungled) feature or a bug, it’s hard to avoid the conclusion that Amazon is taking its eye off the ball in so many aspects of its business right now, at least pertaining to books. Amazon’s greatest strength is that it still has the scrappiness and innovative outlook of a start-up — which seems to be achieved by essentially having 1000s of start-ups incubating under one big Amazon tent, who seem to compete with each other for resources and attention and site real-estate.
. . . .
At times like these, Amazon feels incredibly atomized, made up of 1000s of departments who don’t (and won’t) communicate with each other, For example, if you have decided to make hundreds of thousands of ebooks suddenly invisible and unavailable to millions of readers unless they switch to a different Kindle Store maybe — I dunno, radical idea here — email people about it? And if it is just some horrible bug, which has been growing for several weeks to the point where most self-published books are now ghosted to international readers, maybe start working on fixing it? Just a thought.
Link to the rest at David Gaughran
PG notes that David’s post is from November 12. This is the most recent post on David’s blog, so PG assumes the problem he describes may be continuing.