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Topic: 2nd RWAP in a row question

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Subject: 2nd RWAP in a row question
Date Posted: 6/1/2009 7:12 PM ET
Member Since: 1/12/2009
Posts: 387
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Last week I received a book with severe water damage. Although I marked it RWAP and described the damage, I never received any sort of response.  I realize now that I should have been more clear about requesting my credit back.

Today I received a book that is dubious about not being too worn to trade but the bigger problem is it has lots of writing and underlining  in it.  I know I should mark it RWAP, but in terms of the message I send to the sender have people had much luck with the suggested PBS script?

Date Posted: 6/1/2009 7:20 PM ET
Member Since: 2/11/2007
Posts: 808
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Dear Sender,

I appreciate your getting the requested book to me; however, it fell under the Received with a Problem status for the underlining and highlighting, which are not permitted as per site rules. In such situations, you are obligated to return my credit for an unpostable book, in order for me to mark the transaction "resolved". Thank you for your attention.

Seajack

 

 

Date Posted: 6/1/2009 7:23 PM ET
Member Since: 2/19/2009
Posts: 692
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Kathryn,

I've had only one RWAP so far. I did use the suggested PBS script and received my credit back immediately.

Hope yours works out as well.

Christina

P.S. Example -

Thanks for sending the book. Unfortunately there is a problem. This book was damaged by a liquid causing a stain and page wrinkling. This makes it an unpostable book by PaperBackSwap guidelines, and I won't be able to swap the book again. I would like a credit refund, which can be accomplished by clicking Give Refund in your transaction archive on the Request Details page for this swap. I will be happy to mail the book back to you if you will provide postage.



Last Edited on: 6/1/09 7:27 PM ET - Total times edited: 1
Date Posted: 6/1/2009 7:32 PM ET
Member Since: 1/30/2009
Posts: 5,696
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Here's my RWAP template:

Hi, [sender] - I just received [book title] and although I appreciate the quick delivery, unfortunately it does not meet PBS posting standards as [state problem here].  I would appreciate it if you could return my credit within a week so that I can mark this transaction resolved.  If you would like me to post pictures of the damage I would be happy to do so.  Thank you so much and sorry for the bother.

Date Posted: 6/1/2009 7:42 PM ET
Member Since: 1/12/2009
Posts: 387
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Thanks for all your help!  I hope this resolves better than the last one.

Date Posted: 6/1/2009 8:11 PM ET
Member Since: 1/15/2007
Posts: 1,410
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I'd check my credit record just in case the sender refunded the credit.  There's always hope.

See this link for the Help Center on following up a problem swap

http://www.paperbackswap.com/help/help_item.php?id=590

If there wasn't a returned credit, I'd follow up with the first sender by going to my transaction archive and sending another PM from there, so that the new PM will stay with the record.  I don't know if you specifically asked for a response in your PM.  Apparently, no answer is recquired by the rules if you don't ask for a response.

 

    If you didn't ask for a response, I'd say something like - "I sent you a PM on xx/xx/xx about the problems with X-book-title.  I noticed that my PM didn't specifically request a response.  I am now asking you for a response.  Specifically, because the book was not postable per the PBS rules because of water damage, I am asking for my credit back.  If I don't hear from you by (give them a week) I will have no other choice than to mark this RWAP transaction as "sender did not respond."  I will mark the RWAP as "resolved" when I receive the refund of my credit."

 

If you did ask for a response, and it has been at least a week, you could mark the RWAP "sender did not respond" or you could try again with something like.  "I sent you a PM on xx/xx/xx about the problems with X-book-title.  Since I have not received a response from you, I will have no other choice than to mark this RWAP transaction as "sender did not respond."  I would much prefer to be able to mark the RWAP as "resolved", which I will do as soon as I receive the refund of my credit.  Please respond to this PM not later than (1 week)."



Last Edited on: 6/1/09 8:13 PM ET - Total times edited: 1
Date Posted: 6/2/2009 11:27 AM ET
Member Since: 7/29/2008
Posts: 108
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Personally, I am gun shy about using the PBS form letter. I used it for my second ever RWAP(water damage) last week. The sender came here to the forums about it prior to responding and the general consensus seemed to be that I must be lying if I used the form letter! The reason I used it was because I was so upset about the extent of the damage( it went from cover to cover for at least two inches down at the top corner) I was afraid my PM would sound snarky. The whole experience upset me so much I'm not sure I will mark another one RWAP. Hopefully it won't come up again anyway, as I have received several hundred books without problems before this last week.

Date Posted: 6/2/2009 11:36 AM ET
Member Since: 11/15/2008
Posts: 3,308
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I used a variation of the template for the one RWAP, where I asked for my credit back.  I also offered to send pictures.  She insisted on the pictures, and then said I must have damaged it myself, and declined to return my credit.  I don't think it's the template's fault though.  I think tailoring to your specific issue is perfectly appropriate. 

 My  other RWAPs (water damage in transit and wrong version) also used template variations, but I didn't ask for credits back.  One I received a polite response, and the other a semi polite one where I was told the book wasn't available in the form she posted (it is and she still posted under the wrong ISBN and binding). In my experience,as long as you are clear, specific and polite, it's the disposition of the sender that determines the outcome.

 

Date Posted: 6/2/2009 11:40 AM ET
Member Since: 2/8/2009
Posts: 58
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Wow, Debra...that's crazy. I always use the PBS form letter for RWAP books. I do come here to the forums to see if the sender has posted about it though... guess they do sometimes!

Subject: RWAP update
Date Posted: 6/2/2009 3:57 PM ET
Member Since: 1/12/2009
Posts: 387
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I have received a credit back, but no message.  I am not sure which of the two RWAPs the credit relates to since I didn't get a message response from either.  Is there a way to see where the credit came from so I can mark the appropriate book problem resolved?

Date Posted: 6/2/2009 5:07 PM ET
Member Since: 8/16/2007
Posts: 15,188
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You should be able to match the name that shows in your Credit Registry to the name in your Transaction Archive.

Date Posted: 6/2/2009 5:18 PM ET
Member Since: 9/21/2006
Posts: 2,797
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If I had to make a RWAP template because I had so many RWAP swaps, I'd prolly forgo PBS.  Luckily, I have had no RWAP swaps.

knock.   knock.  (on wood)

Date Posted: 6/2/2009 5:45 PM ET
Member Since: 6/21/2007
Posts: 2,015
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Last Edited on: 2/3/15 7:36 PM ET - Total times edited: 1
Date Posted: 6/2/2009 6:58 PM ET
Member Since: 8/9/2007
Posts: 4,058
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Debra - I commented on the other thread to Thomas, and I just wanted to say to you that I apologize if anything I said might have contributed to you feeling as though you were being judged guilty of something in absentia.  I'll say the same thing I said to him - I think this is a communication issue between the two of you, but hopefully one you can both still reach an understanding on.  Nobody wants to see either one of you feeling as though you were treated badly or taken advantage of.  When a member feels they were burned on an RWAP, it makes it ten times more difficult  to approach any future problem transactions impartially, and that's not good for anybody.  I hope it all works out, and do keep marking your RWAPs.  They can always be marked as resolved, and even in situations where a sender just made an honest mistake, it's best for them & the club overall for all of us to be consistent with RWAP reporting.



Last Edited on: 6/2/09 6:59 PM ET - Total times edited: 1
Date Posted: 6/3/2009 9:29 AM ET
Member Since: 3/13/2009
Posts: 202
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This seems to be a case study in how hard it is to assess blame. Debra originally wrote that the book I sent her had" considerable" damage and was requesting her credit to be returned.  Whether it was a form letter or not was irrelevant. It said what it said. She later answered a question by stating that it was wrapped that way, NOT caused by USPS. I wrote that I could not understand this as my wife and I were sure that it had been in excellant condition when sent. But that it was not worth arguing over and I I RETURNED HER CREDIT. I was very surprised when she wrote that her husband wanted the book and she returned the credit back to me. I thought that was the end of the story and was again surprised to see her entry above. I can only say that there are times when two honest people disagree. But my wife and I are positive we sent a very good condition book.

Date Posted: 6/3/2009 6:57 PM ET
Member Since: 8/9/2007
Posts: 4,058
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Thomas - Again, did you inspect the pages before you wrapped the book?  You say you're positive about that.  How so?   I don't think it's necessary to assess blame here.  Especially in such a public manner.  It appears that somebody made a simple mistake.  You don't think it was you or your wife, and that's fine, but that's not a justification to imply on a public forum that Debra is being dishonest  - which regardless of intent, that's how your posts are now coming across.  Personally, I think you should take this to private inboxes and address Debra directly, rather than thrashing it out here on this forum.  Or you could just let it go.  You do have your credit, and whether it's in postable condition or not, she has the book.

Date Posted: 6/3/2009 8:12 PM ET
Member Since: 3/13/2009
Posts: 202
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I would not had sent her the credit if I had not thought that she was honest. And I told her that I thought we were both honest. What I said was that I do not understand how this could have happened.



Last Edited on: 6/3/09 8:41 PM ET - Total times edited: 1
Date Posted: 6/4/2009 10:23 AM ET
Member Since: 8/9/2007
Posts: 4,058
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All I can say there is that this has happened to me too, and I didn't know how the damage had gotten there either.  I always use plastic & wrap my books very carefully, and I'm careful with my books anyway, especially the ones I buy new - which I had in this case.  Water damage can happen without you being aware of it though.  I've had at least one book that got water damaged just by brushing against a water bottle with condensation on it, and another one from coming into contact with a ring from the bottom of a glass that I didn't see until it was too late.  That's why I asked whether or not you inspected the pages before you wrapped the book.  If you don't notice it when it happens, you can shelf a book you bought new & only read once, thinking it's in pristine condition when it actually isn't.  I sent a book out like this, the receiver contacted me & told me about the damage (she didn't mark it RWAP), and I was scratching my head trying to figure out what went wrong.  I had no reason to think she was being dishonest about the damage, the packaging was in perfect shape and I knew I had insulated and wrapped it well, so I had to assume I didn't check the book thoroughly enough to catch it and I returned her credit.  In fact, knowing it had been bought new & read only once by me, I just fanned the pages and thought it was in great condition:P  I'm not saying that simply must be what happened to you, just that it's something you should consider.  I wouldn't get stuck on the word "considerable" in the 1st inbox message either.  Any & all water damage makes a book unpostable, even just a small spot or two, so considerable is subjective.

Date Posted: 6/7/2009 11:11 AM ET
Member Since: 2/11/2008
Posts: 10
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I've had one that I had to mark RWAP since joining -- my RC says "no books w/ smoke exposure as I have an allergy" -- and here's the laundry list of problems:

1)  not wrapped securely -- wrapping tore

2)  wrapping taped to book

3)  buckling of pages & dark staining as in I think it was tea, not water

4)  book REEKED of smoke -- couldn't even hold it long enough to get it wrapped in newsprint or somesuch as has been recommended to clear the smell.  Truly, my wrists were starting to welt up and my eyes to swell within seconds it was that bad.

5)  it was sent media mail, but someone else's birthday card and some polaroids were tucked in the pages!  (Yes, they reeked too.)

When I sent a PM and the "problem" form, I was informed that "Well, I'm new here so you should go easy on me."

Took a second PM to get my credit back, and s/he didn't send postage so the book wound up in the bin.  Outside.

 

I did NOT say "So if you're too new to read the site rules, how'd you get the lable to print?" but I really wanted to!