|Unlock Forum posting with Annual Membership.|
So far I've mailed close to 60 books and haven't recieved any complaints until these last two weeks. Now I've had three complaints. The book was too used, creases. There was water damage on the top of the pages, oil marks, smudges this kind of stuff. The only one that had a real complaint was the books spine had creases from being read. Ok I'm sorry but this is a "used" book swap isn't it? And how do I respond when I'm accused of sending a bad book? I already explained to the people the book was fine when it left, but honestly I don't like being accused of being dishonest. I even told the one lady if the book was that bad she could send it back and I would refund the credit, mostly because I don't believe what she said. Is anyone else having this problem? What should I do?
I'm sorry this has happened to you. Did you make sure that the books met PBS conditions on the help documents and the posting warning?
When you Post a book, you are asked to confirm that the book is "in good condition, and not excessively worn". It is impossible to list all of the ways in which a book might be considered excessively worn, but the criteria below are as comprehensive as we have been able to make them.
If you feel your book falls into a "grey area", you can either post the book and send a Personal Message to the requestor, or not post the book. We have delineated what we can, and we expect members to follow these guidelines, and use their common sense in cases that are unclear. If you would not mind "paying" a credit for a book you are considering posting, then it is probably okay to post. However, book condition can be a subjective matter. Keep in mind that a pattern of sending out poor-condition or inappropriate books will jeopardize a sender's membership.
All of the information below apply both to swapping for credits and Box-O-Books swapping.
If you feel your book met the condition guidelines, then respond that they did and you do not have to give back their credit. If they didn't meet one or more, then the right thing to do is to apologize and return their credit.
ETA - Water damage in any amount is a disqualifier. Creases are allowed, but shouldn't compromise the stability and condition of the spine.
Last Edited on: 5/23/09 7:11 PM ET - Total times edited: 1
Angela, if the books you are mailing meet the condition guidelines on the site then you don't need to refund credits. But if the guidelines are not met with the books you sent you need to refund credits to those that ordered books. You mentioned that someone complained of water damage, oil marks so those books would be "unpostable" as they do not meet the basic requirements.
"There was water damage on the top of the pages, oil marks, smudges..."
All of the above are against PBS guidelines, so they would truly be unpostable and credits should be refunded.
The one with the creases, unless she had an RC regarding this, wouldn't be RWAP and you shouldn't have to refund the credit
"if the book was that bad she could send it back and I would refund the credit,"
If you want the book back, you need to send her a credit so she can do this. She's under no obligation to send the book back. If the complaints she made are against PBS guidelines then you should refund her credit and also send another credit to get the book back.
Whenever people have asked for their credit back, I always send a second credit to get the book back, as I truly want to see what I missed so I can learn from it, and not send out a book that is unpostable.
Good luck. Pat
Angela, if you truly think (as objectively as possible) that the books weren't below PBS standards, then don't feel badly. As stated, the water damage and stains are against guidelines, but you didn't say if that was the case with the books. You said that was the complaint. You need to decide if they were right. It is a used book site, but PBS tries to have only high quality used books swapped. We don't want to keep you from swapping your books, we just want high quality, clean books. There are other sites where the less high quality books can be traded.