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Topic: Book refused - returned to sender?

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Subject: Book refused - returned to sender?
Date Posted: 4/22/2010 5:12 PM ET
Member Since: 1/2/2009
Posts: 408
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Hi all,

I'm having a run of crazy transactions lately.  I mailed a book earlier in the month and I have just received it back in the mail marked refused by the recipient and returned to sender.  I used DC so I think I have received a credit.  The package has been opened and then re-sealed.  Should I contact the person who refused delivery?  He returned the book without sending me any messages!  I don't know why it would have been refused.  There is nothing wrong with the book itself. 

Rick B. (bup) - ,
Date Posted: 4/22/2010 5:21 PM ET
Member Since: 11/2/2007
Posts: 2,625
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Well, you got the book back (was it media mail? Didn't think they did that). Maybe the receiver rethought their membership here or something.

I wouldn't do anything.

Date Posted: 4/22/2010 5:21 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I would PM them and ask why they refused the book.  It's possible that it was misdelivered and returned to you for no reason.  Did it arrive postage due? If you had to pay postage to get it back then I would ask them for a credit to cover the return postage-depending on what their PM says.  If they say they changed their mind or opened it and didn't like the condition of a perfectly postable book-then I'd want the credit. If they say it never made it to them then I'd just let it go.

Date Posted: 4/22/2010 5:30 PM ET
Member Since: 7/19/2008
Posts: 15,471
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From help:

A book I sent was returned to me!

If the book has already been declared lost in the mail at PBS, you should NOT re-mail it.   You should repost it to your bookshelf and if the previous requestor has not already gotten a copy from someone else, he or she will be offered your copy automatically.

If the book has NOT been declared Lost in the Mail yet, you should contact the requestor using the button on the active request, to let him/her know that the book was returned, and to confirm the address. 

  • You cannot re-send the book if it is damaged.  If it is damaged, contact us to cancel the transaction.

    • If the book has already been declared Lost in the Mail, you do not need to contact us to cancel.
  • You are not obligated to re-send the book to the requestor if this happened due to a problem with the requestor's address.   If the book was not damaged when it came back to you, and you do not want to re-send the book to the previous requestor, you can simply repost it. 

    • If you do not get a reply message from the requestor within 5 days of your PM, contact us.

If the book HAS been declared Lost in the Mail, you should make sure that the requestor still wants the book (and that the address is correct) before remailing it. You can use the button on the "lost" transaction in your Transaction Archive (linked from the top of your My Account page) to send a message to the requestor.

 

  •  If you do not get a reply, do not re-mail the book - you should repost it to your Bookshelf if you do not get a reply.  If you repost and the new request is from the same member, contact us for help.

The most common causes for packages to be returned to sender:

  • The package was over 13 ounces and bore only stamps for postage, and you did not mail it by handing it to a USPS employee.
    • This is a USPS regulation if postage stamps are used for postage and the package is over 13 oz in weight.
    • The regulation does not apply to packages sent with printed postage
    • You can remail the package from the PO in this case, without adding new postage to the package.
  • Incorrect Address. Caused by 
    • transcription errors if you hand-wrote the address
    • the requestor mistyping his/her address in his/her account
    • USPS error
  • Insufficient Postage Caused by 
    • Insufficient postage on the package
      • did you check and adjust the weight on the wrapper settings page before printing? this will ensure that the correct postage and postal rate will print out
    • Failure to write MediaMail on the package if the PBS Wrapper was not used.
      • USPS will charge First Class rate if MediaMail is not specified. 
      • The PBS Wrapper will print out with FIRST CLASS for packages weighing 7ounces or less; packages over that weight will print wrappers marked MEDIA MAIL
    • Writing First Class on the package if the PBS Wrapper was not used.
    • Reusing Priority Mail materials (this is not permitted by USPS unless you are paying priority rate!) but applying Media Mail or First Class postage.
    • USPS error.
  • Moved, no forwarding address Caused by
    • The requestor moving before the book arrived (Media Mail is not routinely forwarded, unlike First Class mail!)
    • USPS error.

If the book was returned to you through an error on the requestor's part, you can ask him or her for an extra credit (or money for the postage) to re-send the book,

If the book was returned to you through USPS error, you can take it to the PO and explain the situation; they can check the address and if it is correct and the book was returned through USPS error, they can send it again "under cover" without requiring more postage.

If the requestor still wants the book, and you re-send it, it may be declared Lost in the Mail before it arrives. 

  • The requestor can mark it received from the Lost transaction in his or her Transaction Archive, and you will get credit.
  • When she or he does this, if he or she notes the postmark, you may get a "late postmark" email - the system can't tell that the late postmark is from RE mailing the book.  Don't worry if you get one of these emails - as long as you do not have a habit of late mailing, one of these emails will not affect your account at all.
Date Posted: 4/22/2010 6:05 PM ET
Member Since: 1/20/2009
Posts: 2,680
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I would contact the member first and confirm that they're the one it was delivered to and they refused it. Then, if that's the case I'd contact the PBS Team. It's spelled out clearly in the Help Center that the only circumstance under which we can refuse delivery on a PBS package is if it arrives postage due. If this person is refusing any PBS packages for any other reason, the PBS Team needs to be informed. Just because you happened to use DC and got your credit doesn't mean anyone else they may do this to or have already done it to were so lucky, so the Team really will want to know about and step in on this one if the person truly is refusing PBS packages.

Since it's marked that it was refused by the recipient, none of the circumstances under the Help Center document about a book being returned apply, unless it was somehow misdelivered. So, you definitely need to PM this person and check on that.

Date Posted: 4/22/2010 6:21 PM ET
Member Since: 1/2/2009
Posts: 408
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I mailed it with DC, the other user received it and marked it received no problems and then sent it back. Very confusing.

 

ETA - I sent a PM



Last Edited on: 4/22/10 6:23 PM ET - Total times edited: 1
Date Posted: 4/22/2010 6:28 PM ET
Member Since: 1/17/2009
Posts: 9,911
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Maybe they put it in the wrong pile on their desk or somthing ... books to mail out rather than books they received? Nevermind, I didn't process that they actually marked it refused.



Last Edited on: 4/22/10 6:29 PM ET - Total times edited: 1
Date Posted: 4/22/2010 6:31 PM ET
Member Since: 8/16/2007
Posts: 15,200
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 received it and marked it received no problems and then sent it back

They marked it received in the system, and them sent it back?? Hopefully they will clear up what the heck they are doing in the PM. If they had done that without marking it received I would have said contact the Team since they cannot do that, but if they marked it received then I would just try to find out from them what the heck they are thinking. Maybe its a newbie who thinks all the books are returned and you can enlighten them.

Date Posted: 4/22/2010 6:42 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I think I know what might have happened. I bet you were not the 1st person to get their book request.  Maybe someone before you forgot to mark the book mailed and the requestor got 2 copies. If the other one got their first then they probably marked yours received by mistake. Then when yours showed up they thought it was a mistake and refused delivery.  They probably got the books confused.

Date Posted: 4/22/2010 6:50 PM ET
Member Since: 8/10/2005
Posts: 4,601
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I bet Mary's right. I've had a lot of those type of transactions lately...request accepted, never marked mailed, it moves to someone else and I end up with two copies of the book. I have to remember to double check the sender to be sure they match for any book that times out so the right person gets the credit. If that person didn't realize what had happened or why he got two copies, I can see why he might return one.

Cheryl

Date Posted: 4/22/2010 7:49 PM ET
Member Since: 9/19/2006
Posts: 3,404
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I agree with Mary's idea of what might have happened. But I don't understand how a book can both be refused and also opened and resealed. I thought it had to remain unopened for you to be able to refuse delivery and return to sender? Maybe I'm wrong? This would be a good one for the postal folks.

Pam

Date Posted: 4/22/2010 8:24 PM ET
Member Since: 8/15/2007
Posts: 3,044
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I didn't know you could refuse a package after opening it. I would think they would have to pay the postage again to send it back like that.

I think Mary's theory is probably right, though.

Maybe this is one of those issues where the post office was lenient/not paying attention.

Date Posted: 4/22/2010 9:03 PM ET
Member Since: 3/27/2010
Posts: 2,139
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Could it have been opened and inspected by the USPS though? Weird, indeed!

Date Posted: 4/22/2010 9:07 PM ET
Member Since: 4/16/2008
Posts: 770
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smileyMy first thought, they read it and sent it back (lol, jk) ...Probably not the case though, but who really knows what they did...

According to my postal clerk it you open the package you pay to send it back.  It shouldn't have made it back through USPS.  Someone was not paying attention...And if it was media mail it should have been returned with postage due.  (I'm glad you didn't have to pay for the postage again.)

I'm curious to hear their response to your PM!  Please let us know when you hear back from them!



Last Edited on: 4/22/10 9:08 PM ET - Total times edited: 1
Date Posted: 4/22/2010 9:10 PM ET
Member Since: 4/16/2008
Posts: 770
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Kelly,

I think when they inspect it they leave a note.  (Or am I thinking of customs?  I'm sleepy tonight.  indecision)

Date Posted: 4/23/2010 1:12 AM ET
Member Since: 12/28/2006
Posts: 14,177
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received it and marked it received no problems and then sent it back - definately odd

I think when they inspect it they leave a note - my thought also

I'm curious to hear their response to your PM!  Please let us know when you hear back from them! - +1

Date Posted: 4/23/2010 3:54 PM ET
Member Since: 1/2/2009
Posts: 408
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Yep he received it and realized he got two copies of the same book so he sent it back.  He doesn't think he was charged 2 credits.

Date Posted: 4/23/2010 4:22 PM ET
Member Since: 4/7/2008
Posts: 15,690
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So it was as Mary thought...

To be deducted two credits he would have had to mark Sender 1's copy from the Transaction Archive (and I bet he didn't do that.) Now the question is how did he open the package and then refused it? (Maybe he works at the PO himself? wink)

Date Posted: 4/23/2010 4:46 PM ET
Member Since: 6/26/2006
Posts: 6,633
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Now the question is how did he open the package and then refused it? (Maybe he works at the PO himself? wink)

Oh, easy.  He opened it, resealed it, marked it return to sender - and didn't get caught.  You don't actually have to go to the PO to refuse a book.

Date Posted: 4/23/2010 5:59 PM ET
Member Since: 6/13/2009
Posts: 433
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Media mail is subject to inspection so it could have been opened and resealed by a USPS worker

Date Posted: 4/23/2010 6:06 PM ET
Member Since: 4/28/2009
Posts: 9,724
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I often have refused packages for items I did not order, but you can't open package-- You don't have to go to PO, just write refused by sender across front and put back in my mailbox-- mailman takes it back the next day he delivers.

I agree that maybe he resealed the book in such a way that PO didn't know it had been opened. !!??

Date Posted: 4/23/2010 7:34 PM ET
Member Since: 7/19/2008
Posts: 15,471
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This is a very dangerous method of dealing with two books.  And definitely not following the guidelines.  Books that are sent by media mail do not come with return postage.  Only first class does.  This way of handling the transaction could really turn and bite one.  I hope the PBS team talks to this guy.

He also needs to contact PBS to cancel the second (returned) transaction.  Otherwise the OP is also out of the FIFO line. 



Last Edited on: 4/23/10 7:36 PM ET - Total times edited: 1
Date Posted: 4/23/2010 9:58 PM ET
Member Since: 1/2/2009
Posts: 408
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It wasn't too obvious that it was opened.  I mailed it in an envelope so he just resealed it.