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Topic: Got Book That Didn't Meet My Requirements - What to Do

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Subject: Got Book That Didn't Meet My Requirements - What to Do
Date Posted: 7/18/2009 4:28 PM ET
Member Since: 1/8/2009
Posts: 227
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One of the requirements I have for books is that if I am ordering a workbook that it not be filled out.  I ordered a math workbook and received it to find it was filled out (in ink!).  Unfortunately I did mark the book as received, though I marked it as received but with a problem.  I contacted the sender asking for my credit back and have not heard back from this person in a week.  Should I PM the sender again, or should I continue to wait?  Do I have any recourse if I never hear back?  Thank you!

Date Posted: 7/18/2009 4:35 PM ET
Member Since: 5/16/2008
Posts: 2,197
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Sorry that happened, I don't even think you NEED an RC for that, I mean, that book shouldn't have been filled out in the first place! :-(

Unfortunately, there is no real recourse except for you to mark the transaction as UNRESOLVED in your transaction archive. The sender will get a "black mark." If she/he doesn't return your credit, you're out one, and that is crummy. Chances are you're not going to hear back if you haven't yet. I'm sorry it happened. You can always offer the workbook as an unpostable freebie and get in line for it again (or order it if it's available.) Good luck.

Date Posted: 7/18/2009 4:44 PM ET
Member Since: 5/14/2009
Posts: 6,852
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I would send one more PM give them a deadline to respond and if they don't let them know that you will then mark unresolved.  It is vacation/summer many people aren't online as ususal - so I would give them the benefit before marking it unresolved.    I am sorry that happened.  Good luck

Date Posted: 7/18/2009 6:17 PM ET
Member Since: 1/17/2009
Posts: 10,087
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When you order a workbook or textbook, if there is writing in the book, the sender must PM you, and receive your acceptance of the markings BEFORE they mail the book.

Make sure that the sender knows that this is the PBS rules.

The usual time to wait for a response to a PM is a week. If you send another PM, tell them the deadline for responding to you, before you mark it "Unresolved".

Date Posted: 7/18/2009 6:24 PM ET
Member Since: 1/15/2007
Posts: 1,410
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That workbook was unpostable (unless the sender sent a PM and  you had specifically agreed to accept that workbook with writing in it).

From the Help Center -



Follow-up on Problem swaps

added 3/13/2008

If you as the requestor marked a book received with a problem, you can now provide follow-up on the situation from your Transaction Archive.   

  • This will allow us to screen more effectively for those accounts that are sending problem books and NOT resolving the problems, and also allow us to avoid excessively penalizing senders who might make a mistake, but who do resolve the problem.
  • Senders who send problem books and do not resolve the problem will have their accounts double-marked "behind the scenes"; if a pattern of this emerges on a sender's account, it will jeopardize membership .

Before submitting follow-up on a problem swap:

  • You must have sent a PM to the sender, clearly asking for a response (and a credit refund if that is desired)
    • You can send the PM during the process of marking the book received, OR using the PM button on the swap in your transaction archive as described in How do I contact another member?.
  • You should allow the sender a week at least to respond to your PM and resolve the swap.
  • You should check the member's bookshelf (by clicking his or her highlighted name on the swap, which will take you to his or her bookshelf or profile, where you can click the Books button) to see if his or her account is on vacation.  If the account continues to be on vacation for more than a week, you can contact us to find out when you might expect a response from the requestor.

To give follow-up on a Problem Swap:

  • Find the problem transaction in your Transaction Archive (linked from the top of your My Account main page)
  • Click
    • this button appears only on the requestor's account
  • Choose one of the options given in the menu next to Update Status
    • Sender resolved the problem
    • Sender did NOT resolve the problem
    • Sender did not respond to PM asking to discuss the problem
    • Marked problem swap in error
  • Click Submit to submit the follow-up information



  • Sender did not respond to PM means that your PM asked for a response, but the sender did not respond
    • You should not choose this option if the sender responded (even if you don't agree with what the sender said)
    • You should not choose this option if your PM did not ask for a response
    • You should not choose this option if you never sent the sender a PM at all



  • Sender did not respond to PM
    • this sends an email to the sender, notifying him or her that his or her account has been marked as nonresponsive in a problem swap
    • the email refers the member to the Help Center information about problem swaps, and tells the sender that he or she needs to resolve this problem
    • this does NOT change the problem icon in the Transaction Archive
    • this does NOT remove the "Was Problem Resolved?" button from the Transaction Archive (so that further follow-up can be given when/if the sender responds about this swap)


Note that once follow-up is submitted, it can't be changed.  The only follow-up option which allows further follow-up to be submitted is "Sender did not respond to PM".

Last Edited on: 7/18/09 6:25 PM ET - Total times edited: 1
Date Posted: 7/18/2009 9:39 PM ET
Member Since: 7/31/2007
Posts: 2,695
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if it has been a week and they have not responded you are to contact TPTB

Date Posted: 7/18/2009 10:13 PM ET
Member Since: 1/8/2009
Posts: 227
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Thank you for the helpful responses! I will PM the sender one more time with a deadline and then mark it as unresolved if I do not hear back.  You are all a great help!

Date Posted: 7/19/2009 5:07 AM ET
Member Since: 7/7/2007
Posts: 4,815
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When you mark it Unresolved, it will also trigger an automatic email from PBS to the sender, encouraging them to make things right, so perhaps that will help too.



Date Posted: 7/19/2009 7:22 PM ET
Member Since: 5/15/2005
Posts: 1,328
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Under the problem transation, you should have a 'No response'  (or something to that effect) option. If you click on that, Paperbackswap will contact the the other member and tell them they need to contact you.