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Topic: Another "Received wrong book" post!

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Subject: Another "Received wrong book" post!
Date Posted: 10/21/2008 7:21 PM ET
Member Since: 12/9/2007
Posts: 9,601
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I went back about 6 pages to check because I know this has been answered before.  Couldn't find anything and patience wore thin...so I'm going to ask it again! 

I just received a book that is from someone I expected a book from - but they sent the wrong book.  That wouldn't bother me so much except it's a book I already have!  And that wouldn't bother me so much except it has water damage (small) so it's unpostable..  Lots of people on the WL for it - well, not LOTS but 9 people are.

I haven't done anything yet.  What should I do? Contact the sender first?  He's new (late August of this year) so I can understand - I can understand it from anyone, actually!  LOL!   But I want to handle this the best way possible.  I need guidance!  ;D

Ruth

Date Posted: 10/21/2008 7:42 PM ET
Member Since: 7/31/2007
Posts: 2,693
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FIRST, do not mark the book received!  Contact the sender, I'd guess that he mixed up some orders...when you contact him mention that the book is unpostable...he needs to send you a credit to return the book or let you keep it AND if he still has it send you the book you were suppose to get.  that is at least where I would start...

Date Posted: 10/21/2008 7:59 PM ET
Member Since: 12/9/2007
Posts: 9,601
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Yes, Christy, I agree with you about the mistake part.  I haven't started with the "received" part yet because I want to handle it well for him.  I know about the credits and the damage and all - it just gets discouraging even for me to have all this hit with one book and new member!   I try to be tactful and gentle but I always feel like I'm just acting like a big rhino stomping all over people when things like this happen.  I'm going to go watch some TV to think about something else right now!

ruth

Date Posted: 10/21/2008 8:16 PM ET
Member Since: 8/9/2007
Posts: 4,058
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The very first thing to do is to mark it RWAP - "received with a problem".  That way, the 1st communication that comes from you is logged as part of the request dialogue for that RWAP book in your transaction archive.  If & when the sender resolves the problem, you can note it in the transaction record, but it's important that you mark the book RWAP first thing, and then the system automatically initiates an inbox dialogue between the receiver & the sender, which should contain all correspondence between the two parties from the beginning to the resolution.  If the sender does not resolve the problem, that is going to be noted at the top of the transaction record when you put it in there.  What you're looking for here, is to be able to open your transaction record & find a problem transaction on the list, and when you click on request details, a page should open that has the final status of the transaction (whether or not the sender resolved it) at the top, the transaction details below that, and then the request dialogue between you & the other party below that.  If you inbox a sender without doing it from the RWAP screen, that corresponence won't be included in the record for that transaction, and that's what PBS wants.

Date Posted: 10/21/2008 8:35 PM ET
Member Since: 12/9/2007
Posts: 9,601
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You're right, Kim.  I'm just being depressed for some reason.  It makes me tired sometimes when silly problems crop up.  I haven't done anything about it.  I know not to PM the sender.  I guess I'll go eat dinner and then try to get through all this.  I really didn't want to have this problem - no one does.  Maybe I'm just not feeling well.  sorry!

Ruth

Date Posted: 10/21/2008 9:15 PM ET
Member Since: 7/7/2007
Posts: 4,815
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<<The very first thing to do is to mark it RWAP - "received with a problem".>>

Respectfully, this is inaccurate, per the Help Center:

"If you received a title you did not request, you can PM the sender as described in I received a book I didn't request!

  • this may have been a mixed-up request and can be easily rectified.
  • You don't have to mark the book received with a problem before sending a PM in this situation."

You shouldn't mark it received until you actually get the book you ordered.  The fact that the wrong book is unpostable is another wrinkle for you.  What should probably happen is he should get the book you ordered to you, and the unpostable should be discarded, and whomever ordered the unpostable should get their credit back (I'm assuming here there were 2 orders and he put them in the wrong wrappers), but PBS doesn't really give any guidance for this specific issue.

Cheers,

Catt

Date Posted: 10/21/2008 9:32 PM ET
Member Since: 12/9/2007
Posts: 9,601
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Thank you, Elizabeth!  (What do you want people to call you here?)  I still haven't done anything.  While I'm feeling down I don't want to do anything about it.  I'll do something about it after I read the PBS rules about this again.  Maybe clarity will come.

Ruth

ETA - the sheet with the details like the book title is correct about the book and me as the recipient.  He just made a book switch problem.



Last Edited on: 10/21/08 9:34 PM ET - Total times edited: 1
Date Posted: 10/21/2008 11:11 PM ET
Member Since: 8/9/2007
Posts: 4,058
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You know, Catt's right.  I'm thinking of that stupid thing I just had last week where the sender sent me the wrong edition of the same book and didn't understand why I wouldn't be satisfied with it, so it wasn't exactly the same thing as what happened to you, Ruthy.  If they just mixed up two shipments, the sender can sometimes rectify that by inboxing the other person who probably got your book, and offer to compensate you both for postage somehow so that you can swap your books between each other and get the ones you actually ordered.  This happened to me once too;  I crossed up two orders, but it was between two buddies from the L&R forum, so we were able to get it sorted out quicky without having to mark the books RWAP, and both of them got their books on time.  I think I gave both of them a credit to make up for the postage.  Sorry for getting that wrong, Ruthy, and keep your chin up:)  I was beside myself last week over that goofy RWAP thing, because it was the first time I had one & got a really negative response from a member.  There's only so much you can do though, and there really are too many good swaps with great members here to let one problem request get you down.

Date Posted: 10/22/2008 1:23 AM ET
Member Since: 5/9/2006
Posts: 1,756
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I just received three books from the same person and two of them were correct but one was the wrong book. I PMed him to tell him I got the wrong book, haven't heard from him yet but I'm sure this can be worked out. I marked the two as received but not the third one of course because I don't have the book. I think I just assume most people make mistakes at least once and it is to be expected. I'm not sure I would hit him with the nonpostable part until I heard back the first time. The critical part to you is it is the wrong book and you don't need or want it.

Date Posted: 10/22/2008 8:58 PM ET
Member Since: 10/2/2007
Posts: 1,008
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I just received a three book order and only one of the books is the correct one. I pm'ed her and let her know, thinking my books got mailed somewhere else. I offered to mail the correct ones out if she could get the other PBSer to do the same. 

She said that the books I received she has never owned and therefore could not have put them in the envelope with the correct book. She suggested that people in the post office swapped out my books.

I will just not mark the books received (since I haven't gotten those books) and try to reorder them at a later date. This is also a new user (about a month) and I hate for someone to get a bad feeling about PBS, but how do I respond to that?

I've been sitting here for a few minutes just trying to think of what to say and I'm coming up blank on that one. Maybe if you guys give me some suggestions I'll respond to her tomorrow.

Date Posted: 10/22/2008 9:22 PM ET
Member Since: 8/16/2007
Posts: 15,201
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That is a weird on Courtney! Are you sure you got the package from her?  I would probably send back to that is possible that a USPS employee tampered with the package, but there are no signs of that.  Either way, the books that were ordered were not received and thus, you will not be marking them as received. If she finds that there was in fact a mix up in orders, she should let you know so you can send these books on and get the ones you had ordered. You might also point her to the form on the USPS site for theft and suggest she fill that out if she believes someone has tampered with a package she sent.

Date Posted: 10/22/2008 9:29 PM ET
Member Since: 7/31/2007
Posts: 2,693
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Courtney...you might also look at her bookshelf and see if those books are perhaps listed ...otherwise I second Melanie's thoughts

Date Posted: 10/22/2008 10:21 PM ET
Member Since: 5/9/2006
Posts: 1,756
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Christy, that is a good idea I hadn't thought about so I looked to see if maybe the book I ordered was still on the person's shelf but it wasn't .  I guess it couldn't be because it shows he sent it to me. I suspect in my case another person ordered the book he sent to me and he just mixed them up. I still haven't heard from him. I guess I will just let it go and reoreder the book after it is declared lost unless he contacts me and we can work something out.

Date Posted: 10/23/2008 9:27 AM ET
Member Since: 10/2/2007
Posts: 1,008
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@ Melanie - Yeah I got the package from her- it is the only book order I've gotten this week so I couldn't have even mixed them up. They were in a big mailer with the pbs label taped to the front.  There wasn't any other tape on it as if it had been opened and then resealed.

Although, she marked the books mailed on 10-12 and pm'ed me on 10-16 to say that they were mailed on 10-14. So who knows what happened during the two days from marking them mailed and when they actually got sent out. That is a good Idea - that is what I will end up doing. 

@ Christy - I checked her booklist before I even pm'ed her - they weren't there. The books I ordered, naturally, weren't there, neither were the books I received, which is why I assumed that there was a mix-up with another pbser.  Thanks for all of the good ideas I really wasn't sure what to do beyond just not marking them mailed.

Date Posted: 10/23/2008 10:19 AM ET
Member Since: 5/5/2008
Posts: 515
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I received the wrong book the other day, and marked it RWAP because I didn't know I wasn't supposed to do that :/ It turned out to be a site glitch - I had ordered one book in a series, and the system interpreted it as an order for another book in the series. I thought myabe I had accidentally ordered the wrong book, so I checked my transaction archive, and it said I had ordered the one I thought I had ordered. So I'm not sure what happened. A situation like that is probably pretty rare, but clearly it does happen.

Date Posted: 10/23/2008 12:52 PM ET
Member Since: 5/9/2006
Posts: 1,756
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Zoe, how did you know it was a site glitch and if it was a site glitch does that mean PBS will take care of the problem?

Date Posted: 10/23/2008 12:58 PM ET
Member Since: 5/5/2008
Posts: 515
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Zoe, how did you know it was a site glitch and if it was a site glitch does that mean PBS will take care of the problem?

The sender told me she had never owned the book I had ordered, and had received a request for the book I ended up getting. She could have been lying, I suppose, but I doubt it, especially since she returned my credit. (I sent it back to her, since I didn't think it was fair for her to be penalized for a site problem.) I don't know whether PBS would take care of the problem; I never contacted them about it, since the situation was resolved (the sender didn't lose a credit, and I decided to keep the book, since it actually looked good).

Date Posted: 10/23/2008 1:06 PM ET
Member Since: 9/2/2006
Posts: 4,110
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Melanie, I think I would find it hard to believe a postal employee would not just take a book out of a package and then replace another book and send it on it's way lol.  You should go to your transaction archive and look at what was supposed to be sent to you see if the book is there, and whom it was sent from.  Copy and paste it into your next PM to her, suggesting she do the same.  Could be she just is having *ahem* a senior moment, I have them all the time lol.

Ruth, I hope everything works out with your issue, hopefully he will be understanding and cooperative.

Date Posted: 10/23/2008 2:15 PM ET
Member Since: 8/16/2007
Posts: 15,201
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Melanie, I think I would find it hard to believe a postal employee.. - Oh, I would agree, in fact I am fairly certain it would never happen; but I find that agreeing with sender that their far-out excuse might be plausable usually makes them more agreeable to working out the problem than just outright calling them a liar. You'll get much a better response if you say "Yeah, I guess that's possible. I still am unable to mark the books I ordered as received until I actually get them so let's work on straightening this out." rather than "Yeah right, that's the dumbest excuse I ever heard. Send me the books I ordered or you won't be getting your credits." KWIM?

Date Posted: 10/24/2008 1:41 AM ET
Member Since: 12/9/2007
Posts: 9,601
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Thanks, Tammy!  Actually, I've been helped a great deal by Cheryl.  At the moment things are at a standstill even though I've heard back from him - but not what I expected to read!  The story of the mix-up is that the teen-ager in the family thought it would be funny to switch the labels on books!  but there is a secondary problem that has cropped up. And now I really appreciate all the TGL's and TG's and all the PBS members who support PBS.  I never feel like I write about a problem in the kindest but most succinct way.  I've read through all the problems here that others have had  (including the thread on the ARC's) and it's amazing how many people refuse to "hear" (read) the "no ARC's" rule, the "no water/liquid damage"rule, or the "no stains" rule.  They seem to think that if they can make it right to you they can then keep on sending the same prohibited book on to others who they hope aren't "picky" or informed.  It certainly brings home to me the main reason for stopping these books cold.  In one situation - I would consider forgetting the entire "give  me my credit back" scenario  and just keep the book because I KNOW it's going to end up back in the system.  This would happen AFTER I told the sender why!

Ruth

Date Posted: 10/24/2008 4:20 AM ET
Member Since: 1/28/2007
Posts: 260
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Actually I had ordered a book from here & ended up receiving 2 books, none of which was the one I ordered so I PMd the girl Id ordered from & shed never heard of the books I had gotten so it wasnt a case of wrong book sent according to her.  So I messaged the owners & sent them titles & ISBN numbers as me & this other girl were trying to figure out WTH had happened.  I got a message back that not only were those books never on her shelf, theyd never been posted or traded on this site.  Their advice was to hold on to them a few weeks & see if I got a note from the PO or anything with a mess up & if not, to post the books & happy trading.  LOL  So I did that & eventually posted both books, which were ordered I believe in 2 weeks......to me they looked like possibly college textbooks.  A few weeks later, I DID get the book I had originally ordered so again I PM the sender & say "oh whered you find it, it mustve made its way back to you, thanks for resnding!"  And she replies with "I never got it back!"  So big mystery, she DID send the book & it DID turn up but in the meantime, I ended up with 2 books sent in a PBS wrappper that never were posted or traded here before with her name & addy on the package.  I should mention  when I eventually got the correct book, it was in a plain USPS wrapper with no other info on it, mailed from a completely different state!  And the original package I received DID look tampered with!