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Bookstore is confused as to why they allowed to sell a specific book


The canned reply for Tier 1 use:

“Dear XXX

College stores can sell eTextbook titles available through their store’s Point of Sale partnership with CourseSmart or listed on the monthly product report.  

If you’ve tried to do research this issue directly at, then you may have discovered an item that is not available for sale at bookstores. Examples of items that bookstores are not allowed to sale a custom title, a title that is out-of-print, a title available only for faculty, or an eResource (i.e. MyMathLab).

If you have any further questions, please feel free to contact us back.”

If escalated to Tier 2 for more details, the following are steps for Tier 2 to take:

  • Tier 2 then should follow the same API call steps outlined in #4 above to determine if the title is FRO or custom.
  • If it is not either, then search on to see if the title is an eResource.
  • If you still can’t determine why then escalate to Tier 3 providing all the research you already conducted.

No escalation required.

HOWEVER, it is possible that the bookstore pushes the issue and wants to know the exact reason. If this is the case, Tier 1 should escalate to Tier 2. Tier 2 should escalate to Tier 3. Tier 3 should escalate to Katherine Hunniecutt at

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