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Topic: Book wrong ISBN _ Do I return it?

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Subject: Book wrong ISBN _ Do I return it?
Date Posted: 10/23/2007 10:19 PM ET
Member Since: 6/16/2005
Posts: 56
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Ok I just got a book that was suppose to be a hard back. Here's what I wrote.

The member that you shipped your book 'The Ship Who Sang' to has sent you this personal message. The isbn in this book is 345248236150 not the isbn listed. I ordered a School Library Bound book (hardback) not a paperback. I politely request my credit back. Laura            

 

Here's the response

  10/23/2007 @ 7:37 PM ET

If I refund your credit, will you return the book? I posted my book correctly - don't want to get into a pi**ing match over this, and will gladly return your credit. Just think I should get my book back . . .

 

What should I do? What would you do? Hubby says send it back, but I'm a stay at home mom with a little allowance.

Laura

Date Posted: 10/23/2007 10:36 PM ET
Member Since: 7/2/2006
Posts: 1,620
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Laura,

If it was listed with the incorrect ISBN number then she did not post it correctly.  She most likely posted it by the title without double-checking the ISBN.  I hope that you have marked it as Received with a Problem.

 

This is from the Help Center.  You might want to paste that in your response to her.  I would offer to send it back if she sends you postage or a credit to cover the cost of your returning it.

f you are contacted by a requestor about a problem transaction:

  • Please be courteous:
    • The requestor MAY have clicked the wrong button, or may be mistaken about whether or not the transaction was actually a problem, but that could be because she or he is new to the site, or is not clear on the rules.
    • Everyone makes mistakes sometimes. Gentle handling of this situation will minimize unpleasantness.
  • We know that no one wants to have problems with their transactions!
    • Please do not take it too much to heart if you have a book you sent marked received with a problem.
    • If you did wrong, simply learn from this, and resolve not to repeat the error.
    • One problem transaction will not mar your account! However, a pattern of poor sending will jeopardize PBS membership. Best to learn from errors before it is too late: see specific information about the different "Problem Transaction" scenarios below.
  • A requestor does NOT have to return the item in a "problem" transaction
    • if the sender wants the item back, he or she should send postage or a credit to pay for its return.
  • The vast majority of swaps take place at PBS without a problem
    • also the vast majority of problem swaps are settled easily between the swappers. (We cannot adjudicate on individual swaps.)
    • However, there is some level of subjectivity to these situations, particularly with regard to book condition.
    • If you and the requestor cannot come to a happy resolution, you both need to put this behind you and move on. There are too many good swaps to be accomplished at PBS to focus on one bump in the road.
  •  Member-to-member communication is very important at PBS.
    • We do not expect our members to agree in every case, or even to reach a satisfactory resolution to a problem transaction, but it is never acceptable to ignore a PM from a member with whom you have conducted a swap, as long as the PM is appropriate and asks for a response.
    • If one member ignores PMs, we may step in; although we cannot assess the truth of a situation, if one member is refusing to communicate with the other, that member may be judged as "in the wrong" for this reason.
    • Also, the system does track resolutions to problem transactions, so too many unresolved "problem" transaction can mar a sender's account far more than the same number of resolved "problem" transaction will.  Not replying to a PM that clearly asks for a response will act as a "double black mark" on a sender's account, and senders whose accounts show this pattern will be judged as "at fault" if they do not respond after a pattern has been established.


Last Edited on: 10/23/07 10:36 PM ET - Total times edited: 1
Date Posted: 10/23/2007 10:45 PM ET
Member Since: 4/6/2007
Posts: 729
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If she wants her book back, she needs to either send you a credit to pay for postage, or send you the money for postage.  It was her error to post the book wrong - it asks when you post books if everything is correct, and she chose to say yes even when it wasn't.  The credit for postage is on top of returning your credit for sending you the wrong book - so she needs to give you either 2 credits, or 1 credit and money for postage.  It does say this in the Help Center:

A requestor does NOT have to return the item in a "problem" transaction

  • if the sender wants the item back, he or she should send postage or a credit to pay for its return.

 

ETA:  I just realized the person before me did copy this from the HC as well.

Date Posted: 10/23/2007 11:40 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I agree they need to send you 2 credits. Or 1 credit then you can post the book and hopefully someone will order the book.

Date Posted: 10/24/2007 1:25 AM ET
Member Since: 8/15/2005
Posts: 4,469
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No--if the isbn number doesn't match she didn't post it right.  However, it doesn't sound like she'll give you the credit if you don't return it, but then you're out postage, which hardly seems worth the effort.  It's an imperfect system. You could report her, just to go on record--but what I'd really do is repost the book with the correct isbn and wait for someone else to order it. 

Date Posted: 10/24/2007 6:34 AM ET
Member Since: 8/10/2005
Posts: 4,588
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Probably what happened is that she wasn't paying attention. When I get a book from here, I list it on my TBR list using the little checkbox (so I don't manually type in the ISBN) and then once I've read it, I post it directly from there instead of entering the ISBN by hand. I have apparently, {and unknowingly at the time!) received a book with a different ISBN than the one I ordered it under! Sometimes books will sit on my TBR for months or years even, so when I read the book and go to post it, I'll notice THEN that the ISBN is not the right one...then I have to go in and post it manually. I have learned to look carefully ON RECEIPT OF THE BOOK now, but back when I got some of those books I'm just getting to reading, I wasn't so diligent.

If the sender of your book posted it in this way from her TBR pile, but didn't look carefully at the screen where it says something like, "do this ISBN and the type of book match?" she probably just clicked through without realizing that someone had sent HER the wrong book! So she THINKS she did everything right. STILL...that is no excuse because that screen is there as  final check that you are indeed sending the book you say you are.

And as the help center says, unless she is willing to send you 2 credits or pay for the return postage, you are NOT obligated to return the book.

Cheryl



Last Edited on: 10/24/07 6:34 AM ET - Total times edited: 1
Date Posted: 10/24/2007 9:13 AM ET
Member Since: 5/15/2007
Posts: 88
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I agree with the others.  Return the book only if she pays the postage for you.  I had this exact same thing happen.  I received a book that was similar to the book I had ordered, but not exactly, and the ISBN was different. 

In my case, the sender was extra nice about it, apologized for the mistake and politely asked if I would return her book.  She also offered me an extra credit for the return of the book or payment via paypal for the postage.   Sounds like you got sort of a stinker. 

 

Date Posted: 10/24/2007 9:29 AM ET
Member Since: 4/20/2006
Posts: 5,633
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R&R have said before that if a person sends you the wrong book and then they want it back, they are responsible for covering the cost to have it sent back to them.  I would tell her that you will be happy to send it back to her as soon as she sends you either a credit to cover the cost or the postage amount. 

Date Posted: 10/24/2007 11:04 AM ET
Member Since: 6/16/2005
Posts: 56
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Thanks all, I did post it received with a problem and as of this morning it looks like the credit was returned. I'm going to use one of your suggestions.

" I would tell her that you will be happy to send it back to her as soon as she sends you either a credit to cover the cost or the postage amount. "

Thank you for your help.

Laura

Date Posted: 10/24/2007 1:11 PM ET
Member Since: 8/23/2007
Posts: 26,510
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This is why I don't post books unless I have the book in my hand.  No mistakes.

Date Posted: 10/25/2007 11:45 PM ET
Member Since: 6/16/2005
Posts: 56
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Thanks all, she gave me back my credit and is sending the money to mail the book back.

Laura

Date Posted: 10/25/2007 11:55 PM ET
Member Since: 5/14/2006
Posts: 69
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  • A requestor does NOT have to return the item in a "problem" transaction
    • if the sender wants the item back, he or she should send postage or a credit to pay for its return.

I wish I would have remembered this last week. I just posted in another thread about how someone sent me the wrong book...wrong ISBN...wrong binding, etc. The only thing that was right was the title. I specifically wish-listed this particular book because I wanted a hardback. I lost my credit and my place on the wishlist line. When I wrote her and told her what happened, all I get in reply is, "Sorry, I don't have that book." Arghh!!!

I did list the book as a problem, but I don't see what good that does especially when the sender doesn't make good on it.

Date Posted: 10/26/2007 1:01 AM ET
Member Since: 1/12/2007
Posts: 1,305
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If the ISBN in the book does not match the one you requested she did not list the book correctly and she is in the wrong. She'd have to pay for the shipping of the book since she didn't list the correct ISBN and shipped you a book you didn't request.

Date Posted: 10/26/2007 6:46 AM ET
Member Since: 9/19/2007
Posts: 120
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I would definitely return the book if you're requesting the credit back...I know some people prefer hardback over paperback -- but is it imperative that you have the hardcover version?

 

Date Posted: 10/26/2007 7:21 AM ET
Member Since: 8/10/2005
Posts: 4,588
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Melissa wrote: I did list the book as a problem, but I don't see what good that does especially when the sender doesn't make good on it.

I know it's frustrating, but reporting problem transactions DOES do some good--people who have a number of complaints have their accounts frozen and are warned and eventually kicked out of the club if they continue to have problems. Anyone can make a mistake, but those people generally would be apologetic, return your credit, and make things right.

People who habitually send wrong books, books in bad condition, etc. won't be allowed to continue on here...and reporting the bad transactions is the only way R&R have of knowing that this is a habitual thing with this person. So even though you may not get your credit back from that person, think of your reporting the problem as a 'public service' for the good of the entire club. You may well be preventing someone else from having to go through the same thing in another bad transaction down the line.

Jessica wrote: but is it imperative that you have the hardcover version?

Well, I for one would be ticked if I had only the HC version wishlisted (or if that's what I ordered) and got a paperback. Usually if I have a HC wishlisted it's because I already read the paperback and want to add the HC to my permanent collection. For many books for me personally, it wouldn't matter--hc, paperback, whatever is fine because I just want to read the book. However, if the person posted the book wrongly, I would still report it, because that is a bad habit to get into and someone else down the line may NOT be okay with it.

The point is, if people would just post books by ISBN and NOT by title/author, then they can be assured that they ARE sending the book that the person ordered!

Cheryl



Last Edited on: 10/26/07 7:26 AM ET - Total times edited: 1
Date Posted: 10/26/2007 7:22 AM ET
Member Since: 1/2/2006
Posts: 575
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"I know some people prefer hardback over paperback -- but is it imperative that you have the hardcover version?"

It is if the book is being added to a collection or you want it as a keeper.

Date Posted: 10/26/2007 7:27 AM ET
Member Since: 9/19/2007
Posts: 120
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I'm sorry but books that I choose to keep don't have to be HARDCOVER, like I said -- it's personal preference, but we all have to keep in mind that 1. people do make mistakes and 2. this is a USED book site --- I think a lot of time people expect to receive NEW books perfect condition --- this is a swapping site, the intent is to receive a book to read and to pass it along... like a library.

I have received the other way around as well before, but I would NEVER request a credit back or ask for postage if I were to ship it back.....why make more trouble than is needed? It is readable with a hardcover or a soft....

Date Posted: 10/26/2007 8:14 AM ET
Member Since: 1/2/2006
Posts: 575
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No one said the book had to be new, just that it had to meet the request. If  I'm collecting a certain authors books and I want them in HC then that is my  preference. So if I order a HC book that's what I should get. If the sender made a mistake it's no big deal, mistakes happen. But as the receiver we have the right to ask for our credit back if we don't get what we ordered.

I got a book the other day that had a cleaved spine and pages were loose. I marked it received with a problem as the book was not post-able under the site guidelines. BUT when I PMed the sender I made her aware of the problem and  told her I didn't want my credit back. Just wanted her to be aware the book was un-postable and that in the future if a book like that went out another member might ask for their credit back. Just a friendly reminder. She pmed back saying she hadn't noticed the damage, offering me my credit back.  I thought that was nice but declined. I'll read it and post it as a freebie or retire it when I'm done. People make mistakes so yeah I let her keep her credit. But I have a right to ask for it back if iI choose too. If it had been a PB or HC I was adding to a collection and it was the wrong binding I would have asked for my credit back. I'd need it to order the right book.

Date Posted: 10/26/2007 10:31 AM ET
Member Since: 8/16/2007
Posts: 15,177
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Cheryl said: The point is, if people would just post books by ISBN and NOT by title/author, then they can be assured that they ARE sending the book that the person ordered!    This is not true. The ISBN can be tagged to both HC and PB, which is often the problem here. Just because the ISBN matches, does not mean you are sending the book someone ordered. If the binding listed on the book on your PBS shelf does not match what you actually have, you have incorrectly posted the book and you should return the credit. PBS clearly says that ISBN, Author, Title, and book type (which is the binding) must match or you cannot post it by that ISBN. It says it when you post it. It lays it out in detail in the help that you cannot post an incorrect binding.

Jessica wrote: but is it imperative that you have the hardcover version? Yes, the binding has to match for me. It is not readable for me under the circumstances I intend to read the book if the binding  does not match. I read my HC on the treadmill in a bookholder that does not accomodate PB. I read PB in bed and carry with me to read when I wait places, a HC is not acceptable for those circumstances. I should not have to change my use of a book just because someone else doesn't want to bother with the rules. Others have also stated that they cannot hold HC books, they must have PB.

It really does not matter if it is important to the requester or not, or if it was a mistake not noticed, or a blantant disregard for the rules... IT IS THE RULE and it is not that difficult to see the rule or follow it. A person asking for their credit back if they get a book that does not match what they requested is not in the wrong, it is the person who did not follow the rules, plain and simple.

...this is a swapping site, the intent is to receive a book to read and to pass it along... like a library. There is no requirement that books be passed on. People can do as they please with the books they receive.  I suspect this is one the biggest problems, everyone expecting other people to have the same wants/needs in the books they request.

OP - I am glad the sender accepted responsibity and worked with you to get situation fixed.

Date Posted: 10/26/2007 12:47 PM ET
Member Since: 4/20/2006
Posts: 5,633
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Jessica, I understand what you are saying, but the bottom line is you should get what you ordered.  Credits cost money, whether you buy them in the kiosk or you pay the price of one of your own books plus shipping.  So if you spend your credit to get something in particular, you should recieve that item.  I don't often order hardcovers, but when I do, it's because I want the book in that edition.  That is why we all need to be very careful that when we list our books, the everything that is supposed to match, does.

Laura, glad to hear that it worked out for you.  : )

Date Posted: 10/27/2007 11:11 PM ET
Member Since: 6/16/2005
Posts: 56
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Quoted from Jessica

I'm sorry but books that I choose to keep don't have to be HARDCOVER, like I said -- it's personal preference, but we all have to keep in mind that 1. people do make mistakes and 2. this is a USED book site --- I think a lot of time people expect to receive NEW books perfect condition --- this is a swapping site, the intent is to receive a book to read and to pass it along... like a library.

I have received the other way around as well before, but I would NEVER request a credit back or ask for postage if I were to ship it back.....why make more trouble than is needed? It is readable with a hardcover or a soft....

I only request hardbacks of books I'm planning on keeping till I die, (Hopefully 50 or 60 years) I want to be able to loan them to family and friends. A paperback just wouldn't cut it.

I only ask that I get what I requested. If it doesn't matter I wouldn't wait 6 months to a year for this book. I've waited years here for a hardback to finish my mom's library and now I'm starting on mine.

Laura

 

Date Posted: 10/29/2007 8:16 PM ET
Member Since: 9/18/2005
Posts: 29
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Ugh, I have a sneaking feeling I'm fighting a losing battle...

I requested a book with an audio CD, which costs 2 credits.  It arrived today, only it was a cassette, not a CD.  I got this for my daughter who doesn't have a cassette player so I can't use it.  I marked it received with a problem and PMed the sender requesting my 2 credits back (and I had a feeling it wasn't going to happen--not sure why)  Anyway, the sender PMed me back and said that it wasn't fair for me to get both credits back because I also had the book and cassette.  He said that we should split the credits because he didn't have the book and was out the postage to send it!!!

So...I have sent another polite PM saying that the book was listed incorrectly and I want both of my credits back and that I do not have to return the book but would be willing to for postage or another credit.  I guess we'll see!

Date Posted: 10/29/2007 10:51 PM ET
Member Since: 7/8/2005
Posts: 1,010
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It doesn't matter that this is a used book site.  People still need to follow the rules.