The first point where I knew something had gone wrong was when I signed into my email and saw a note from the winner of my Short Frictions/Think Geek giveaway.
After a brief sweepstakes entry period, I’d Rafflecoptered for a winner and sent a $15 gift code to a reader who’d faithfully liked, shared, tweeted and retweeted a brief message about the book almost every day. Now, she wrote, she was having trouble redeeming the code. The Think Geek site was telling her it had already been used. Which it hadn’t, because she’d been saving it to shop for the holidays.
My heart sank. I logged into Think Geek and checked the code, and sent it to her again to confirm there hadn’t been a typo, but she was right – the balance on the code was showing up as zero. I really didn’t know what had happened, especially since another code I’d sent out the same day had been redeemed without a problem.
Finally, I decided to check in with the Think Geek team. I’m always hesitant to start talking to customer service. I find it incredibly stressful and frustrating, particularly after some of the experiences I’ve had with other companies this year, but without getting in touch with them there was no way to figure out what had happened.
It took two tries to get a customer service rep to respond on the Think Geek site. I’m not sure what happened the first time, but I spent several minutes typing in an explanation of what had happened and waiting for a response that never came. I logged out, logged back in, and tried again. This time, after five or so minutes, a rep came online and asked me to describe my problem. After confirming she could read and reply to my messages, I explained, and she started to investigate.
My hope was to confirm with Think Geek when the gift card balance had been used, in case there had been some kind of technical glitch; I wasn’t sure if they’d tell me the date and amount of whatever purchase tracked back to the giveaway gift code, but I figured the best idea was to get as much information as I could before I sent the sweepstakes winner an update.
After five or ten more minutes, the customer rep sent a message that far surpassed my expectations: she had added the credit back onto the gift code. I’m not sure if she found a glitch in the sale or if there was some kind of error, or if Think Geek just decided that such a small amount wasn’t worth haggling over (which I’d already decided was going to be my approach if it turned out they couldn’t reinstate the credit, because the giveaway winner had put a lot of effort into spreading word of Short Frictions on social media). But I was relieved that the matter was resolved so easily.
Once I had confirmation from the customer service team, I emailed the winner and let her know that everything should be up and running and she could make her purchases; I haven’t heard from her since, so am assuming everything went well.
From start to finish, resolving the situation took about half an hour, but I was shocked at how stressful I found it. As self-published authors, being in charge of marketing and PR is a huge part of what we do – and when something goes wrong, there’s no PR rep to hide behind, no publishing house to help defray the cost of issues like lost prizes and credits. Plus, it’s our name out there on the line. This contest winner was extremely understanding and patient as I worked to resolve the gift code issue, but just as easily could have been someone far less inclined to give the benefit of the doubt.
I’m lucky enough, currently, to be in a position where I could have afforded to replace the prize if need be – but what if I wasn’t? What if the prize was something bigger, or Think Geek had turned replacing the credit into more of a production?
When you self-publish, you’re taking control and ownership of every aspect of sharing your work. The buck stops with you. Making sure you’re mentally and financially prepared (not to mention knowing you have enough time on your hands) to represent your work to the best of your ability is an important part of being a self-published author. And it’s not something to take on lightly.
Thankfully, in this case, the mess that had to be cleaned up wasn’t a big one. Hopefully (knock on wood) it never will be. If and when future issues arise, no matter what area of self-publishing they might be in, I’ll handle them as quickly and smoothly as possible, and hope for the best.
Cleaning up when something goes wrong is something every self-publishing author has to be prepared for, whether the hitch happens in writing, editing, publishing, art directing or publicity. Be prepared, keep your cool, and think your options through, and hopefully your next hitch won’t throw you for a loop.