Frequently Asked Questions

How are the various platforms for each book in the Caravan system identified?

All Caravan products have individual ISBNs and will be listed in Books In Print and all digital databases. However, all orders for non-traditional formats must be made through Ingram.

How does a Caravan retail transaction differ from a traditional bookstore transaction?

Transactions for traditional products (hardcover books) will be no different. Transactions for POD or digital products differ only in how the bookstore orders the product. Non-traditional product orders need to key into the Caravan/Ingram system along with delivery information such as the physical address of the customer for a POD product, or an email address for digital products.

Is it necessary to have computer access to the Caravan/Ingram website at the sales register to process orders?

While it is not necessary, it will certainly make the two-part transaction easier, particularly when it comes to identifying the price of each product to complete the monetary transaction. Some stores may choose to keep a price/ISBN list of Caravan products at the register to charge the customer and then key in the actual product order at a later time.

Are customers instantly charged when a digital product is ordered?

No. The monetary transaction needs to take place at the cash register AFTER the digital product is ordered and to avoid having a customer accidentally leave the store without paying, please emphasize to them that they need to take their special order receipt from the information desk to the cash register to complete the sale.

Will the Caravan digital text formats be compatible with all viewers/players, including the Sony Reader?

No, Caravan digital text products are not compatible with the Sony Reader. Supported formats are: Adobe PDF, Microsoft Reader, and Palm.

Is Ingram the sole distributor of Caravan content?

The initial print runs of hardcover and paperbacks and traditional reprints are available directly from the publisher and through all of the traditional wholesale methods, but all POD (except from Island Press as noted above) and digital product is available exclusively through Ingram.

How will stores receive confirmation of a Caravan non-traditional product order?

Every transaction will be confirmed by an email from Ingram to the retailer.

Who will provide customer support for digital products?

Ingram will provide email customer support. The initial email sent to the consumer providing the download URL will include instructions on support.

Is there a toll-free customer service phone number?

Not at this time. Ingram will provide email technical support for digital products.

Are Caravan transactions secure?

There will be no transmission of financial data through the Caravan order process. Stores handle the financial transaction just as they do now, at the cash register.

How will Ingram and Caravan use customer email addresses?

Although email addresses will be captured (that is how the download URL is delivered), Ingram will not use the addresses for any purposes beyond 1) sending the initial URL and 2) providing support upon request. Ingram will not share email addresses with any third parties.

How will Caravan handle digital returns (Example: someone orders the incorrect digital format for their player/viewer)?

During the test phase, Ingram will handle digital returns on a manual basis. Which means we will trust the customer when they claim they received the incorrect product and manually resend the correct product at no additional charge.

What is Caravan's policy for POD Returns?

For print on demand books and audio, returns will be limited to books that are defective. Customers can substitute other menu choices at comparable prices. During the test phase returns will be processed manually at no additional charge.

Are there any differences between POD reprints (short runs) versus the original/traditional print run versions of the same book?

Print On Demand books are identical to traditional print books in content and any variation in printing quality is minor. Pricing of reprints will be determined by publishers. Caravan is not permitted to set prices.

Can orders for Caravan products be managed through in-store inventory systems (Word Stock, Square One)?

All physical inventory is available through traditional Ingram ordering systems, but purchases of digital products must be keyed in as a separate transaction.

How is Caravan funded?

The Caravan Project is funded by grants from the John D. and Catherine T. MacArthur Foundation and the Carnegie Corporation of New York, and housed at The Century Foundation.

Will both physical and digital products be available for in-store demonstrations?

Caravan is providing each retailer with a countertop display that contains samples of the traditional book, a large print POD paperback and an audio CD sampler. Digital text and audio samples are available on the Caravan website.

How does a store reorder Caravan supplies/brochures?

Please call Darrell Jonas at 212-397-6666 ext 235.