I sent out four books for two credits.  When they arrived, the receiver only marked one as received.  When I questioned her, she said that the hardcover children's book had a broken spine with pages coming out.  That is definitely not how I sent it.  I wrapped all four books in a plastic bag and then in a small box with that bubble wrap (I got from another package).  Could this be a  "damage by post office?"

If the books were tightly bound either in the plastic or the box, then I'd say NO. 

She's also still required to mark the book received, even if it is damaged.

Well, I thought it was tight enough in the box.  It was rattling around or sliding or anything.  I can't figure out how it could get damaged like that.  She says that the spine was broken and that pages were falling out.  I double checked all the books and I remember that one.  It wasn't damaged at all.  I'm always a little crazy about stuff like that because I don't want a RWAP. 

She is REQUIRED to mark books received.

Please let her know that she needs to mark it received (either with a problem, if she feels that there is a problem, or normally). If she does not mark it received, you should consider reporting her to PBS, since she acknowledges receiving the book.

She hopes to steal the credit, either from you, or, if you used DC, from PBS ... by not marking the book received. This is against the rules.

Whether or not you choose to refund the credit after you actually receive it is a separate issue .... if you feel that the book was not damaged when you mailed it out (and you also feel sure that it is not possible that you missed some damage accidentally), then you do not need to refund the credit.

Ask her for pictures just to see if its something that you could have missed or something that happened in transit. I find it very suspect that she would just not mark it received at all instead of marking RWAP and discussing the problem with you.

Spines are a tricky thing in my opinion. They can go at any time and look like hell when they do. Travelling (especially if it went through cold weather) could well have been enough that upon opening it, she snapped the spine and pages fell out. I've had one that was fine the first 2 times I opened it, the third time the spine gave and the pages came out and if I hadn't know it was perfectly fine minutes before that, I might have thought it was damaged before I ever opened it.

One RWAP is not going to hurt you.  USPS happens sometimes.

Thank you for all your kind advice.  She marked the book received tonight.