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Topic: Do I get my credit back and how?

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Subject: Do I get my credit back and how?
Date Posted: 6/22/2011 10:45 AM ET
Member Since: 11/30/2007
Posts: 4,980
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I requested a Large Print book and received the regular font version. When I received the book on June 15th, I marked it as received with a problem "Wrong Book-- Different Binding or Version". I pmed the sender telling her the problem and requested my credit to be refunded by June 22nd ( 7 days).

Today is June 22nd, and she has not responded at all. A matter of fact, she hasn't read my message according to "Unread Messages" in my pm section. Plus, I looked at her shelf. She has no profile (not a problem), all her shelf books (10 in total) were all posted on May 24th. Her one wishlist book was also listed on May 24th. Appears to me that she has abandoned her account perhaps after just joining.

I don't feel that this is fair to me. I'm stuck with a book I didn't request,  and am without the credit I gave to her in faith that she would send me the correct book, which she didn't.

Do I mark this book not resolved because I didn't get a response back? Then will I get my credit returned from her account, or do I contact PBS and ask them how I will get my credit back or if I will at all?

Date Posted: 6/22/2011 10:58 AM ET
Member Since: 10/6/2005
Posts: 10,718
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Since she hasn't even read your PM 7 days later, I would contact PBS and explain the situation just like you did here. I honestly don't know if they will return your credit or not, I suppose if she has credits in her account and the account appears to be abandoned they might transfer you a credit from her account.  But I doubt they will consider it abandoned this soon, I think you have to not log in for a period of several months before they will consider it abandoned. But they will at least email her and let her know she needs to respond to you. If she still doesn't they might take further action.

Date Posted: 6/22/2011 11:02 AM ET
Member Since: 4/25/2007
Posts: 11,537
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Here's what the Help Center says:

If you don't hear from the sender within 5 days:

  • For problem books that were marked received and are now in your Transaction Archive: go to your Transaction Archive  and click Then choose "The Sender has not responded."  This will send an email to the sender, making it clear that she or he needs to respond or forfeit credit for this swap.

If you don't hear from the sender within 2 days after you have done the above to send that "follow-up" email to the sender, contact us.  Failure to respond (in an active account) is considered admission of fault in a problem swap.

 

So, it looks like you need to go into your Transaction Archive and use that "sender hasn't responded" link to send another email and if they don't get back to you in 2 days, then contact the PBS team to let them know the situation.

Date Posted: 6/22/2011 11:15 AM ET
Member Since: 8/23/2007
Posts: 26,510
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I don't think it takes several months for them to consider an account abandoned.  If a book you send goes lost and it looks like the requestor hasn't come on since they ordered-they'll mark it received for you.  Which would only be a month at the most.

PBS does not refund credits for RWPs.  They might if the person admits they're wrong and still doesn't refund. Or they get abusive or had a whole bunch of complaints at once and they decide to shut them down.  Then they might dispurse credits if they have any.

PBS generally stays out of disputes. They just can't get involved with everything. 

 

Date Posted: 6/22/2011 11:38 AM ET
Member Since: 8/16/2007
Posts: 15,200
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Mark followup that she hasn't responded. If she still doesn't respond within 2 days send in Feedback. They will probably return the credit to you since it is a clear violation of the posting rules and she is ignoring the problem.

Date Posted: 6/23/2011 12:30 AM ET
Member Since: 11/30/2007
Posts: 4,980
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Thanks everyone! I marked that she hasn't responded to my message regarding my RWAP. If I don't hear back from her in 2 days, I will contact PBS.

Date Posted: 6/25/2011 11:18 AM ET
Member Since: 11/30/2007
Posts: 4,980
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After I marked that the sender didn't respond to my message, I finally heard from her. She is a newer member and doesn't have any credits yet because she hasn't received any books. She then told me to return her book and when she receives a credit she will send it to me.  I know she has to send me another credit before I can do that. Do I have to return her book??? Who knows how long before she will get credits. She's denying she sent me a regular font book anyway. I did finally receive the correct Large Print book from another member after PBS placed it back on my wishlist.

I did contact PBS and they told me to send her the intstructions on going into her Transactions Archives to refund my credit. She can do that without receiving 2 books from PBS. I didn't know that before.

Date Posted: 6/25/2011 11:29 AM ET
Member Since: 10/30/2009
Posts: 962
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If you marked the book received (even with a problem), she got a credit.  Don't let her tell you she didn't.  You don't have to return the book to her.  If she offers postage (or an additional credit) and send it first, then I would send it back.  But it is not required that you do so.  But she should refund the original credit.

Kellie

Date Posted: 6/25/2011 12:42 PM ET
Member Since: 8/31/2008
Posts: 2,608
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Yes, she got a credit when you marked the book received.  If she has spent that credit already, she can buy credits at the kiosk, and use one of those to refund you.

Date Posted: 6/25/2011 3:34 PM ET
Member Since: 8/16/2007
Posts: 15,200
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If she goes to her Transaction Archive and uses refund credit button on the transaction details there, it will return the credit regardless of whether she has any or not. If she doesn't she will go negative. Its always best for people to return them from the TA so the credit return is tied to the transaction anyway.

You don't have to return the book. I am always of the mind that if they are will'ng to return my credit AND pay for the postage to get it back I will send it since I didn't pay for it, but I do know some members just refuse to return them.

Date Posted: 6/28/2011 6:02 AM ET
Member Since: 11/30/2007
Posts: 4,980
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Update-- she did go into her transaction archives and refunded my credit with regrets. She still doesn't get it that she was the one who did the wrong thing. She had no credits to give me to return her book nor did she offer to send me postage. I would have sent it back to her if she did. I waited for her to do that, but now have posted her book. Thanks to another member who after the book was placed back on my wishlist, did send the book I requested in the first place.