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Topic: Book I mailed came back to me mangled...what to do?

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Subject: Book I mailed came back to me mangled...what to do?
Date Posted: 3/24/2010 11:23 AM ET
Member Since: 10/1/2008
Posts: 837
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I got an order for a book that I packaged and mailed out at the end of last week.  Now, I'm not a member of the tape-aholics group, but I have always thought I packaged well, and usually wrap in plastic first.  Yesterday when I got home, I had a package on my table that hubby picked up.  The book I mailed out has been thoroughly trashed.  I guess they were able to salvage the part w/ my return address (I drop off at the little post office by my house, often enough that they know I'm the "book lady" there).  This book cannot be saved. 

How do I handle this with the member that was expecting the book?  I know I need to PM her about what happened.  Do we just need to wait for the book to go lost?  If she selects RWAP- Damaged by Post Office can I buddy her credit back to her?  This isn't a WL book, so I guess she wouldn't be concerned about losing her place in line... I just don't know the correct way to handle this situation.  I feel SO bad!!!

Date Posted: 3/24/2010 11:32 AM ET
Member Since: 8/23/2007
Posts: 26,510
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How long until it goes lost?  If it's just a short time-I would let the book go lost. I would PM her and let her know so she can reorder it right away.  If it's going to be several days before it goes lost-you can do a couple of things: You can buddy her a credit and ask her to mark the book received.  You'll be out the book and the credit for it but she'll be in teh same position she was before she ordered the book from you.  Or you can contact PBS-explain to them what happened and ask them to cancel the transaction early.  Then PM the requestor to let them know what happened and that they should reorder the book.

Date Posted: 3/24/2010 11:39 AM ET
Member Since: 8/9/2007
Posts: 4,058
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I would just pm the PBS team and let them know you got it back damaged.  They'll go ahead & cancel it so she can get her credit back and order another one.  And be sure to let her know too.

Date Posted: 3/24/2010 11:44 AM ET
Member Since: 4/23/2007
Posts: 9,520
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From the help center:


USPS returned my book to me damaged!

If your book was returned to you damaged en route by USPS, you should contact the requestor (using the  button on the en route transaction for the book) to let him or her know what happened, and also contact us, providing the book title, to ask us to cancel the transaction.  When we do this, the requestor will get credit back so she or he can try to get the book from someone else.

This doesn't happen often, and it is managed this way:

  • If the book gets to the requestor damaged, she needs to mark it received with a problem (and choose "Damaged by USPS").  There is a problem with a book I received! discusses this situation.

  • If the book comes back to the sender damaged, the transaction needs to be canceled by us.

This is usually just bad luck, but if you feel that your Wrapping method may have contributed to the damage (if there were loose flaps that could have gotten caught in postal sorting machinery) you should read the Help items about wrapping in All Help documents about bookwrapping.

Date Posted: 3/24/2010 12:06 PM ET
Member Since: 10/1/2008
Posts: 837
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thank you for all the responses!

Date Posted: 3/24/2010 1:45 PM ET
Member Since: 10/1/2008
Posts: 837
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Just to follow up - I contacted the PBS team and they already cancelled the transaction.  I also sent a PM to the requested explaining what happened and apologizing for the fact that I would no longer be able to send her the book.  Such a bummer to see a book destroyed!