FAQs

All invoices are uploaded to the INVOICING tab in OverDrive Marketplace. Any Marketplace users with the ‘Manage invoices’ permission will automatically receive an email when a new invoice has been posted. Each email contains a direct link to the invoice in Marketplace, and all invoices can be viewed directly in Marketplace from INVOICING > View invoices.

At this time, we can only issue invoices in US Dollar. However, we do accept foreign currency payments. If you wish to remit payment in your home currency, you must first convert the invoices to your home currency using the exchange rate effective on the date of the invoice.

Billing frequency depends on the type of purchase made. The following is a list of different products and the frequency at which we invoice new purchases:

Most customers are billed on an annual basis. The service period covered by these invoices is determined by your contract terms. Renewals are not emailed in advance of the end of your current service period. For example, if your current service period ends April 30th, you will receive your renewal invoice on or after May 1st. If you are a library joining an existing consortium, your initial invoice may be prorated to have your annual billing cycle align with the existing members of the consortium.

Your initial Front Line Tech Support invoice will be sent within 30 days after the launch of the service. This invoice will cover 12 months of service, and renewals will be invoiced annually based on the anniversary of your go-live date. Renewals are not emailed in advance of the end of your current service period. For example, if your current service period ends April 30th, you will receive your renewal invoice on or after May 1st.

Many contracts include a Content Credit – a prepayment for content ordered in OverDrive Marketplace. If you have a credit on your account, OverDrive Marketplace orders and MARC record orders will be applied to the credit balance automatically until it is fully depleted. Each invoice will show the total amount purchased, the amount of credit used and the amount due (if any). The invoices will also show your remaining balance for tracking purposes. You will be invoiced for purchases in excess of the credit balance. You may also choose to continue a credit balance by adding more funds to your account.

OverDrive Marketplace users with “Purchase” permissions can purchase content credit from the Shop tab drop-down menu. We will issue an invoice within approximately 2-4 business days. The credit is added to your account as soon as you are invoiced and payment is required within 30 days. Credits purchased beyond your contractual content credit can be used for all types of invoices, upon request.

Credit balances are provided at the bottom of each content invoice. You can also view your credit balance by clicking the drop-down next to your name in Marketplace > Estimated Content Credit. You may also contact our Accounting team for the most updated information via the Invoicing web form on the Support tab in OverDrive Marketplace. Content credit purchased on the Shop tab in OverDrive Marketplace is tracked in the Content credit order history report on the Reports tab.

From the INVOICING > View invoices tab in OverDrive Marketplace, you can view your credit amount and the status of all invoices. You can also select “Search invoices” and filter by status to specifically highlight unpaid invoices.

Please contact our Accounting team via the Invoicing web form located on the Support tab in OverDrive Marketplace with any special billing requirements. Please indicate whether this is a one-time exception or ongoing.

Content invoices are generally posted in Marketplace within 2-4 business days following the order, but are always dated the day the order was placed. Invoices are generated overnight and therefore cannot be issued the day of the order. If you have an urgent invoice request, contact our Accounting team via the Invoicing web form located on the Support tab in OverDrive Marketplace noting the specific date by which you need your invoice.

In order to have the purchase order included on the invoice, there is a special field that you can fill in when submitting the order in OverDrive Marketplace. When you click Purchase Cart on an order, a box will pop up that asks for Internal PO. Whatever you enter in that field will show up on the invoice in the “Purchase Order No.” box. The field is limited to 20 characters.

You can find the OverDrive W-9 Form in OverDrive Marketplace under Support > Quick help.

For direct billing arrangements, any user who will be submitting orders in OverDrive Marketplace needs to have the correct billing account selected on their user profile. This lets our Accounting team know which library/school should receive the invoice. All invoices are then routed according to the user that submitted the order. Therefore, a single user account cannot place orders for multiple accounts. If additional billing accounts need to be set up, contact our Accounting team via the Invoicing web form located on the Support tab in OverDrive Marketplace noting the name of the library/school, billing address, and name and email address of the person(s) to receive the invoices.

OverDrive Advantage gives libraries that are members of a shared collection the ability to offer popular titles—exclusively for their users. Find out more at our Service Enhancements page. When you’re ready to enroll, contact your Collection Development Specialist.

OverDrive Advantage integrates the titles you purchase within the shared collection. As a first step, users should sign in to their accounts on the digital library website to see the unique titles and additional copies of popular titles purchased just for them. Contact your Account Specialist for tips and best practices on promoting Advantage to your users.

Yes. To add an additional login for your Advantage account, contact your Account Specialist with the name and email address of the new user.

Our Support Services team should be alerted in advance of scheduled updates or maintenance to your ILS server to avoid service disruption. Please contact Authentication Support via the web form located on the Support tab in OverDrive Marketplace.

Contact our Authentication Support team via the web form located on the Support tab in OverDrive Marketplace as soon as possible to resolve the issue and restore access for users. Be sure to use the checkbox indicating your site is experiencing an outage.

You can merge a user’s original and new barcodes (library cards or other IDs they use to sign into your site) in OverDrive Marketplace using the Merge IDs tool under the SUPPORT tab. This will allow the user to retain their account activity from their original card (checkouts, holds, wish list, etc.) when they switch to their new card. Please note: For reporting purposes, historical activity associated with the original barcode will remain associated with that barcode. Any activity after this merge will be associated with whichever barcode the user uses to sign into your public-facing website.

For information about User Login Manager, please contact your Account Manager.

Publishers can apply and learn more about digital distribution via OverDrive on our Publishers page. For follow-up questions, contact pubinfo@overdrive.com.

Yes. Submit a request in OverDrive Marketplace by clicking the Support tab > Support and choose “Content Request” as the Issue Category.

There are several options for integrating titles in your digital collection with your library’s online catalog to increase discoverability. Learn more on the MARC Records page in OverDrive Marketplace, under the ADMIN tab. (If you don’t see the Admin tab, contact your library’s OverDrive Marketplace Administrator for assistance or to request the appropriate permissions.)

You can also find out more about our free MARC Express Records and download samples from our Resource Center page: http://resources.overdrive.com/library/apps-features/marc-express/

Due to the nature of digital content, all orders are final. Carefully review all titles before submitting a purchase order.

Stay informed on the latest releases and sales for digital books by signing up to receive OverDrive Newsletters via email and subscribing to OverDrive Blogs. Visit the Featured page in OverDrive Marketplace and our Content Sales page regularly to find current sales and promotions highlighted.

You can recommend subject heading changes to titles in your digital collection through Marketplace in OverDrive Marketplace. Once you find the title in Marketplace, simply click the ‘Recommend subjects’ link beneath the listed subject headings on the title details page and enter the subjects you’d like to see added or removed. Once the title has received multiple recommendations for a subject change from librarians in the OverDrive network, it will be implemented globally.

Please reference Marketplace Help to learn more about purchasing, curating content, running reports and more.

The OverDrive Marketplace Administrator for your library or school can create new usernames and assign the appropriate permission for staff. On the Admin tab in OverDrive Marketplace, the administrator will find the Marketplace Users page. For more information on managing OverDrive Marketplace user permissions, visit Marketplace Help > Admin > Marketplace users

Titles will populate on your digital library website within 4 to 6 hours of submitting a purchase.

A Simultaneous Use plan consisting of 1,000 or more public domain ebooks from Project Gutenberg can be added to your digital collection at no cost. The Simultaneous Use lending model means that the titles will always be available for users to borrow (no waitlists) on your site. Titles in this plan will be integrated with your purchased titles, and they will never expire. To add the Project Gutenberg plan to your digital collection, visit OverDrive Marketplace and select Simultaneous Use under the Shop drop-down menu.

A breakdown of lending model ownership and availability will show for all titles as you browse and search the catalog or view titles in carts. Here’s a key of the abbreviations in use for each lending model:

• OC/OU = One copy/one user
• MA = Metered access
• SU = Simultaneous use

OverDrive may receive the EPUB/PDF format from the publisher before Amazon can update our catalog with the Kindle format. Once the Kindle format is available, it will automatically be added to your digital library website for titles you have purchased.

Open EPUB and Open PDF ebooks may offer more flexibility for devices and reading applications. Check out the Devices section at OverDrive Help for more information.

Before submitting an order with content in a new format, confirm that your library wants to offer that format. Due to the nature of digital media, all sales are final. Please contact your Account Specialist with questions.

OverDrive Read is a browser-based ebook reader, and OverDrive Listen is a browser-based audiobook player—both of which do not require software installation or downloading. Look for these formats when you borrow ebooks and audiobooks.

Visit Marketplace Help to learn more about purchasing titles. You can also view on-demand trainings about shopping, account management and running Marketplace reports in the OverDrive Marketplace tab in the Staff Training section of the Resource Center.

Visit the Staff Training section of the Resource Center for live and recorded webcasts for library staff.

OverDrive can assist you with ordering print materials if you do not have a local printing service or the option to print in-house. Please contact your Account Specialist for a printing price sheet and order form. U.S. only at this time.

Yes. Flyers and posters are sized to print on 8.5×11 or 11×17 paper. Half-sheet flyers, bookmarks and other smaller pieces are provided in a format with multiple items per 8.5×11 sheet. For your convenience, materials with multiple items per sheet include crop marks. Sticker sheets are designed to print 12 2×2 stickers. For optimal printing, we recommend printing stickers on Avery #22806. For all printed materials, keep your settings to print actual size. Additional paper sizes are available in the zip A3 & A4 International Paper Sizes found in the Marketing & Outreach Print-Ready Materials tab, under “Additional Options”.

Many materials include a field you can customize with your OverDrive URL. Once customized, save the file locally. If you would like further customization to the materials, please contact your Account Specialist.

Yes. Visit the Marketing & Outreach section of the Resource Center for print-ready materials, digital resources, communication templates and programming ideas.

Yes, you can download Getting Started Guides in the Marketing & Outreach Print-Ready Materials tab, under “Additional Options”. These guides provide tips for getting started with the OverDrive app (for smart phone or tablet users), dedicated eReaders (NOOK, Kobo, etc.), desktop & laptop computers, and Kindles (U.S. only). For more information, please visit OverDrive Help: http://help.overdrive.com/#devices.

Yes, visit Marketing & Outreach > Additional Options > “Ask me about ebooks” Staff Swag for pins and buttons.

To adjust the settings for a report, select the ‘Run new report’ option on the right-hand side. This will allow you to input new parameters and organize the report by month, branch, format and more.

Users can borrow a title but are not required to choose a format at checkout. Therefore, until the user selects the format, the checkout is categorized as ‘Pending.’ Checkouts will remain in the ‘Pending’ category until the user selects a format. If the loan expires before then, the checkout will remain as ‘Pending.’

Statistical reporting for your digital library is available in the INSIGHTS tab of OverDrive Marketplace.

If the user was recently issued a new library card number, the title on hold may have been associated with the old library card number. Contact our Support Services team via the Support tab in OverDrive Marketplace. It is also possible the user’s email provider blocked the notification. Whitelisting the sender email address donotreply@overdrive.com should help ensure this does not occur in the future.

Click Help in the upper right corner of your digital library website for a link to help articles, device information, and more.

Yes. Visit the Reports tab in OverDrive Marketplace and choose the ‘Search checkouts’ report in the User Statistics section. This report allows you to search for and view your patrons’ active checkouts by unique checkout ID, library card number, or title.

Yes. Visit the End-user support section on the Support tab in OverDrive Marketplace for the available tools.

The eReading Room for Kids or Teens is a customizable section of a public library’s OverDrive-powered website that displays content only for children or young adult readers. Additional details can be found at our eReading Room product page. Contact your Content Sales Specialist for more information.

Visit the OverDrive Developer Portal to explore the APIs and apply for access.

In OverDrive Marketplace, users with the Curate permission can customize collections featured on your digital library website. You will find the curation interface under the CURATE tab in Marketplace. To learn more about curated collections for your digital library website, including step by step instructions, visit Marketplace Help > Curating.

Marketplace users with the Curate permission can create auto-generated and custom collections for your library’s OverDrive site via the CURATE interface in OverDrive Marketplace.

Sora is a new app being designed just for students and OverDrive K-12 school library partners. We expect to launch the Sora app in 2018.

Libby is designed for public libraries, targeting new readers.

Libby is a new app for readers to discover and enjoy ebooks and audiobooks from the library. Inspired by user and library feedback, Libby was designed to get people reading as quickly and seamlessly as possible. Learn more about Libby at: https://resources.overdrive.com/meet-libby/.