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Topic: Complaint about book - how would you handle?

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Subject: Complaint about book - how would you handle?
Date Posted: 11/29/2010 10:47 AM ET
Member Since: 10/4/2007
Posts: 2
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Hi...I've been trading books here for a couple of years now.  I have sent hundreds of books and never had a complaint.  I'm always very careful to make sure that books are packaged well, and meet any RCs, etc.  And I never send one that doesn't meet the "good condition" golden rules -- or one that I would have a problem receiving from another member.

I recently sent a small paperback children's book to someone.  Today I got a RWAP notice -- the receiver was complaining that a name was written inside the book (not on a text page) and the book was "pretty well used."  No further description from her of the problem as she saw it, so I'm not really sure what her problem with the book is.  As far as I know, the pages were not ripped, and were all intact and the cover was in decent shape.  Yes, it was a used book -- a used children's book (published in 1976!), so it did have usual normal wear.  But it was perfectly readable.  It was fully in line with books I have received from others here and I have never thought those books were a problem. 

So now I'm not sure what to do.  I know the book met the site's condition rules, so I don't feel like I should have to give back a credit.  I'd love to hear your thoughts before I respond.  Thanks!

Last Edited on: 11/29/10 10:50 AM ET - Total times edited: 1
Date Posted: 11/29/2010 10:55 AM ET
Member Since: 2/5/2007
Posts: 30,804
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You do not need to return the credit if you know that your book was postable.

A name inside the book is allowed.  Look in the help center and find where it mentions this and copy and paste it in the PM.

Be polite but firm.  It's a matter of your opinion over hers.  Sounds perfectly postable to me.

Date Posted: 11/29/2010 10:59 AM ET
Member Since: 8/23/2007
Posts: 26,510
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Also 1 unresolved on your record won't hurt you in anyway.  Just make sure you respond quickly and politely.  PBS looks at the overall record and most likely won't even look at your account over this unless she makes a big stink. 

But you do not have to refund the credit if the book met PBS posting guidelines.  It's possible that the book has been reissued and she was expecting a new version. But that's not your fault.

Date Posted: 11/29/2010 10:59 AM ET
Member Since: 8/18/2005
Posts: 7,977
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So now I'm not sure what to do.  I know the book met the site's condition rules, so I don't feel like I should have to give back a credit. 

If the book met posting guidelines, you don't have to worry about returning a credit. I wouldn't.

If anyone ever looks at the transaction, they can see you did your part.

Last Edited on: 11/29/10 10:59 AM ET - Total times edited: 1
Date Posted: 11/29/2010 11:22 AM ET
Member Since: 4/30/2007
Posts: 2,728
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Unless the receiver had a requester condition specifying book conditions, you did not do anything wrong.  Anyone who wants books in a condition above and beyond the basic posting guidelines needs to have a RC- otherwise they have no right to complain.  I would PM them back and say something like "I'm sorry you are not happy with the condition of the book.  However, it meets the posting requirements set by PBS.  Books with names written on the front cover or flyleaf are postable, as are older books with some wear.  If you have condition requirements beyond the basic posting guidelines, you should have a Requester Condition that states your requirements."

You did not mention if the receiver asked for a credit back, but if they did, I would add "I respectfully decline to refund your credit since the book was postable".

Don't worry if you have one unresolved RWAP- it won't count against you, and as others have mentioned, PBS has a record of the communication between you and the receiver.

Date Posted: 11/29/2010 11:26 AM ET
Member Since: 8/15/2007
Posts: 3,044
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I'm with everyone else, don't return the credit. Let her know the name inside the cover is within the rules as welll as normal wear that doesn't break any of the rules. If she pushes it, I'd just tell her if she wants like news books she needs to create an RC with what she will or will not accept.

Date Posted: 11/29/2010 11:28 AM ET
Member Since: 12/28/2006
Posts: 14,177
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Yuppers, I agree.  Nothing she mentions makes the book unpostable.  Do reply and be polite, but unless she has more information regarding specific conditions that make the book unpostable, I see nothing that would indicate you should return her credit.

Not answering the RWAP seems to be more of a black mark with TPTB, than to respectfully decline.

Date Posted: 11/29/2010 3:58 PM ET
Member Since: 10/13/2010
Posts: 4,320
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I also agree you shouldn't have to return the credit.

I would just be polite in responding to her, explaining that the book was in postable condition & if need be, copy & paste part of the guidelines from PBS in your message to her.

Date Posted: 11/29/2010 4:41 PM ET
Member Since: 6/21/2007
Posts: 2,015
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Last Edited on: 2/3/15 10:26 AM ET - Total times edited: 1
Date Posted: 11/29/2010 5:07 PM ET
Member Since: 10/4/2007
Posts: 2
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Thank you for your replies!!  I have sent the receiver a nicely worded, yet firm response that sites to the PBS guidelines.  Hope this resolves it.  Thanks again for your responses...very helpful and confirmed my initial thoughts on the matter.