I haven't had a RWAP for a while so I have a question to ask.

This was my response to the sender for a book that was sent to me that was the wrong book:

"I ordered this book because I was looking for the Large Print edition. It says in the title that it is indeed Large Print - Kissing Christmas Goodbye - Agatha Raisin, Bk 18 - Large Print - It looks like the sender posted the book because it was a hardcover instead of posting by ISBN as required. The ISBN# for the book I requested was 9781410403070. The ISBN# for the book I received is 9780312349110. I was anxiously looking forward to receiving the Large Print book and am so disappointed. I am requesting my credit back."

This is the sender's response:

Just send the book back to me if you do not want it and I will give you the credit. My address should be on the sender line.

This was my second response:

According to the PBS rules, before I would consider sending the book back to you, you would have to give me 2 credits first. One credit for the RWAP and another credit for the postage for shipping it back.

http://www.paperbackswap.com/help/help_index.php

My question is, how long do I have before I have to submit a resolution? I haven't heard back from her yet, but I need to know how much time is involved about my submission as far as resolution before I respond to her back. Also, am I right as far as she would have to give me 2 credits
before I could send her back her book? Also, she said her address should be on the sender line but I can't find it. It also amazes me that she would send a regular font book when the title that she clearly had to see, had Large Print in the title.

***UPDATE***

I sent in feedback to the PBS team at 12:40pm today and received this response back at 12:55pm:

We're sorry that you had this trouble. Because the sender did not dispute that the book was not Large Print,

we have refunded this credit from the sender's account to yours, and sent the sender an email explaining
how to post books correctly.

 
We hope this is helpful,
 
The PaperBackSwap Team
www.PaperBackSwap.com

What a quick response and a wonderful PBS team we have! 

From the help center:

Once you have marked the book(s) received, give the sender 5 days to respond.

If you don't hear from the sender within 5 days:

• For problem books that were marked received and are now in your Transaction Archive: go to your Transaction Archive  and click the "Was Problem Resolved?" button.  Then choose "The sender didn't answer PM asking to discuss this."  This will send an email to the sender, making it clear that she or he needs to respond or forfeit credit for this swap.

If you don't hear from the sender within 2 days after you have done the above to send that "follow-up" email to the sender, contact us.  Failure to respond (in an active account) is considered admission of fault in a problem swap.

My question is, how long do I have before I have to submit a resolution?

You would normally wait about 5 days or so for another response. "Resolutions" are not required by the system, so nobody will come knocking on your door asking about it, but the normal recommended wait time for PM responses is about 5 days.

Also, am I right as far as she would have to give me 2 credits
before I could send her back her book?

Yes.

Also, she said her address should be on the sender line but I can't find it.

As the receiver, you never see the sender's address unless you happen to save the wrapper. (And, if the sender didn't use PBS's return address). So, she needs to send you the address.

The sender DOES see the receiver's address, but ONLY while the book is on the "Books I've Mailed" tab. Once the book is marked received, there is no access to the address anymore. So, she doesn't have your address anymore, either (unless she is saving the addresses outside of PBS for some reason).

What they said

Unless her address is on the mailing wrapper, you (or any receiver) would not have access to the sender's address.

Since she's already responded to the RWAP, I'd give her 2 or 3 days to think on it and then submit follow-up.  Do check your credit archive first tho, some members return credits without any pm or notification.

Thanks for all the info, they are greatly appreciated. :)

Here is her latest response:

I do not have 2 credits and I had to pay for postage to send the book to you so I am out the cost of postage also.

Looks like the credit she was going to send me when I returned her book was non-existent. She's not a newbie, has no profile but from looking at her bookshelf she has been a member since early 2009.  I don't remember anyone in any threads about RWAP's and credits being returned dealing with a member who had no credits. So, what do I do now? She won't be getting her book back, but do I ask her if she has one credit for the RWAP? Or do I just pm her and tell her I am going to have to mark this RWAP as unresolved? Sorry, but I'm stumped.

I do not have 2 credits and I had to pay for postage to send the book to you so I am out the cost of postage also.

Looks like the credit she was going to send me when I returned her book was non-existent.

I don't think that's the only conclusion that can be drawn. It's possible that she only has one credit at the moment (the one she got when you marked RWAP). It's also possible she mailed it with PBS DC or postage, so she got the credit a while back and had spent it.  

Possibilities for next steps: 

(1) Suggest she send you one credit (RWAP refund) and some other way to send you payment for return postage if she wants the book back. There's no rule that it must be two credits (one for RWAP plus one for return postage). An extra credit to cover postage is usually the most convenient, but other possibilities include PayPal, pre-paid envelope, check, money order, etc. 

(2) Suggest a deadline by which she can return one credit (she might have one about to come in, or she can borrow/buy one to return to you), or you will mark unresolved. 

Good luck. I would personally do (2) and be prepared to not get anything back. 

Send her something like: "I am sorry you are out postage, but that is due to your own error in posting the book and sending me the wrong book. The book you sent me clearly bears the wrong ISBN and the PBS listing is identified as a Large Print book, which this is not. You sent a book I cannot use; I need the Large Print I requested. Please return my credit so that I may re-order the book I was supposed to get and can use. If you want the book back, you need to pay for the postage for that per PBS rules as I should not have to pay for the postage to send back a book I didn't ask to be sent to me. That can be done by sending me a postage funds or a postage paid envelope, but most people find it more expediant and easier to just send an additional credit. If I do not get my original credit returned in 5 days, I will submit followup on the transaction as "Not resolved" and this will result in a double black mark on your account."

She is likely just playing on your sympathies saying she doesn't have the credits hoping you will just send her the book and eat the postage. She clearly posted the book wrong and you shouldn't have to pay to send it back or lose the credit needed to get the book you asked for. If she doesn't return the credit, I"d also send in Feedback on her. PBS does not take kindly to people sending regular print books out for Large Print listings and may have a talk with her themselves.

Thanks for posting the info above. It is quite timely. I'm dealing with my first RWAP right now. The sender sent me the wrong book. The sender is not responding to PM's. And no, she is not in a Sandy devastated area. Not even close. I know the steps to take before marking it unresolved.

Thanks everyone for your help. Melanie, thanks for your excellent response suggestion. I tweaked it a little and sent it to her and am waiting for a response.

Melanie is my hero.     She always has excellent advice.

Even if she doesn't have any credits, she can still refund your credit for the problem book.  She would do that from her transaction archive, and her credit balance would go "negative."  She wouldn't be able to give you a credit for postage, however, unless she had a credit in her account.

Thanks Patty, I will let her know about the transaction archive if she doesn't have any credits. She hasn't read my message as yet.

Update: I never heard back from her after 5 days passed as of today, so marked the problem as unresolved. My pm showed up as not being read, either she ignored them, wasn't home or read them in her email and chose to ignore. For whatever reason she had not to answer my last pm, I gave her plenty of time to resolve this.Hopefully, from now on, she will make sure she doesn't send regular font books when it clearly states that it a Large Print book.

Have you sent in feedback? You may still be able to get your credit back through them.

Bumping up for Update in first post.

Glad you got your credit back.

Glad it worked out.

Great news -- thanks for sharing.