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Topic: Book marked received by receiver but not on my account

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Subject: Book marked received by receiver but not on my account
Date Posted: 6/6/2008 12:21 PM ET
Member Since: 6/18/2007
Posts: 32
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I sent 7 books to a requester. She marked them as received in PBS but only 5 of them showed up on my account as received. She said she doesn't have any other books showing as needing to be received. What do I do now?



Last Edited on: 6/6/08 12:23 PM ET - Total times edited: 1
Date Posted: 6/6/2008 12:32 PM ET
Member Since: 1/7/2008
Posts: 797
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Are the titles showing on your account home page or transaction archive?

Date Posted: 6/6/2008 12:32 PM ET
Member Since: 2/28/2007
Posts: 2,164
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Assuming you didn't send the other two books to her as freebies (in which case they would not show up on your or her account page), it sounds like something screwy happened.  Try checking your tranaction archive as well as your credit registry to make completely sure that you haven't gotten credit for those books.  If both the TA and the CR are showing only 5 as marked recieved, send in feedback using the "contact us" link at the bottom of the page.

Date Posted: 6/6/2008 12:47 PM ET
Member Since: 6/18/2007
Posts: 32
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They weren't freebies and only 5 are marked in the Transaction Archive as received. The other two are still on My Account "Book's I've Mailed" tab and I haven't received credits for them. I did receive the 5 other credits.



Last Edited on: 6/6/08 12:49 PM ET - Total times edited: 2
Date Posted: 6/6/2008 1:24 PM ET
Member Since: 8/16/2007
Posts: 15,200
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Verify she is the sender on your transactions in your Book's I've Mailed tab and also have her check her archive to she who she marked them as received from and if there are any transactions for those books from you that show up there. Its possible she had an order showing from someone else and marked that mailed. If you two cannot figure it out from there, use the Contact Us link at the bottom of the page to ask the site leaders to look into both accounts to see what happened. I am sure there is an explanation. 

Cathy A. (Cathy) - ,
Date Posted: 6/6/2008 1:28 PM ET
Member Since: 12/27/2005
Posts: 4,142
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First double check that all the books were requested by the same member. Click on the Details button for each of the two remaining transactions in turn. Check the name and address of the requestor at the top of the window for each of these books.

Then go to your Transaction Archive and click on Request Details for one of the other 5 books. You will not be able to see the requestor's full name and address, but you will be able to see her first name, last initial and state. If any of these don't match, then you sent these 2 books to the wrong person. If they do match, but the name is common (e.g. there's probably more than one Cathy A. from CA in the club), then you can look at each of their bookshelves to see if they're the same.

If you do figure out that you sent the books to the wrong person, then you'll have to figure out how to fix things. You can either give the person who got the books a credit to cover her postage expenses and ask her to mail them to the correct person; or you can just let her keep them and ask PBS to cancel the original transactions for you.

Date Posted: 6/6/2008 2:49 PM ET
Member Since: 6/18/2007
Posts: 32
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Thanks for the suggestions. All the books were mailed to the correct person. The name is not a common one so is easily identifiable. I am having her check her transaction archive and her "En route to me" tab.

 

Cathy A. (Cathy) - ,
Date Posted: 6/6/2008 6:42 PM ET
Member Since: 12/27/2005
Posts: 4,142
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Hmmm, well, maybe she is having trouble finding her "En route to me" tab, although if she marked 5 books received, you'd think the other two would be right there as well. If she can't figure it out, do ask the PBS Team for help using the Contact Us link at the bottom of the screen. They're usually very good about answering, and they do have the ability to see into members' accounts, which the Live Help TGs do not have.

Date Posted: 6/6/2008 7:33 PM ET
Member Since: 6/18/2007
Posts: 32
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I just got a notice that one of the books has been marked as received. Hopefully the other one will be there as well. Thanks for the help.