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Topic: Damaged Package, Missing Books (EDIT)

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Subject: Damaged Package, Missing Books (EDIT)
Date Posted: 12/5/2013 3:30 PM ET
Member Since: 2/6/2009
Posts: 1,410
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This is the first time I've had this situation and I'm not sure how to proceed. I had three books getting sent to me by the same member and they marked them as having shipped them all in one package.

The package arrived today and it's pretty beat up. It's brown paper, the corners are all torn up, and it's clear one side of the package was opened and a big piece of tape slapped over it to try and keep everything together. Only one of the three books are inside the package. What's odd is that there is no note from USPS acknowledging the damage. When I've received damaged stuff in the past, there's a note basically saying 'We're sorry for the damage'. 

But I want to know how I should mark this. I'm pretty certain the package was damaged by USPS and the two missing books fell out before they tried to repair the package. So should I mark it as 'Empty Wrapper' even if just one book made it, or 'Damaged by USPS'? 

 

EDIT! Okay, I went to mark the two books 'Empty Wrapper' and a box popped up saying that marking it so will mark all three books in the shipment as 'Empty Wrapper'. It won't let me do just the two and mark the one as received with no problem. What should I do now?



Last Edited on: 12/6/13 7:39 AM ET - Total times edited: 2
Date Posted: 12/5/2013 5:15 PM ET
Member Since: 9/25/2008
Posts: 3,517
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I'd mark it Empty Wrapper as you just received one book and not he three ordered. It doesn't sound like the books were packaged well enough either.

Date Posted: 12/5/2013 5:28 PM ET
Member Since: 6/29/2007
Posts: 17,050
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ETA - with the new RWAP procedures, I would do what Patty suggests below.



Last Edited on: 12/6/13 5:53 AM ET - Total times edited: 1
Date Posted: 12/5/2013 11:06 PM ET
Member Since: 1/17/2009
Posts: 9,664
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Yes, books get marked seperately even if they were shipped together. The one you got is to be marked received, the 2 you didn't are "Empty Wrapper" ... and by the way, they will stay on your "Books En Route" tab until they are marked lost in the mail. So, don't expect them to disappear from there. And don't ask for your credit back. The system will refund it when the books are marked lost in the mail.

If the sender is inclined to do so, they can contact PBS and request those 2 books to be cancelled so that you get your credits back faster. The sender has to make the request, though.

I've gotten empty wrappers and partially empty wrappers and sometimes there is a note and sometimes there isn't.



Last Edited on: 12/5/13 11:08 PM ET - Total times edited: 1
Date Posted: 12/6/2013 1:04 AM ET
Member Since: 8/26/2006
Posts: 9,322
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I would mark it "received with a problem" --> "Book Missing from Shipment".  On the next page you'll have the oppportunity to indicate which book did arrive and which ones didn't.

The help centers describes the "book missing from shipment" option this way:

  • Book Missing from Shipment (this option will show only on multiple-book shipments)
    • this means that the book was not included in the package with the other books (either the sender forgot to include it or the package tore open and one or more books fell out)


Last Edited on: 12/6/13 1:05 AM ET - Total times edited: 1
Date Posted: 12/6/2013 7:35 AM ET
Member Since: 2/6/2009
Posts: 1,410
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Rebecca > Yeah, that's why I mentioned them being wrapped in the brown paper. Anytime I get a book that someone wrapped in brown paper, it comes to me really beat up. People don't use it that often (maybe one in a dozen books) so I don't bother with an RC but I do sometimes message with the suggestion. 

Sara > Of course I wouldn't just leave it alone and expect them to disappear from my tab. I want the situation resolved, that's why I posted. But thanks for the tip, I didn't know that they could be marked individually even when mailed together.

Thanks all for the advice!

 

EDIT! Okay, I went to mark the two books 'Empty Wrapper' and a box popped up saying that marking it so will mark all three books in the shipment as 'Empty Wrapper'. It won't let me do just the two and mark the one as received with no problem. What should I do now?



Last Edited on: 12/6/13 7:37 AM ET - Total times edited: 1
Date Posted: 12/6/2013 12:24 PM ET
Member Since: 1/17/2009
Posts: 9,664
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Sara > Of course I wouldn't just leave it alone and expect them to disappear from my tab. I want the situation resolved, that's why I posted. But thanks for the tip, I didn't know that they could be marked individually even when mailed together.

No, I meant that marking them Empty Wrapper leaves them on the tab. The sender gets sent a PM, but the books stay on your tab too until they go lost in the mail.

Try it the way that Patty suggested ... mark it RWAP--Book Missing From Shipment on the ones that were missing. You shoudl be able to do those separately.

I geuss Empty Wrapper is for a completely empty wrapper with no books at all if it doesn't let them be ungrouped and marked separately.

(marking them Books Missing From Shipment will also leave the books on your Books En Route tab (but the sender gets a PM), and you will have to wait for them to go lost in the mail for your credit back. or the sender can request those books be cancelled.).



Last Edited on: 12/6/13 12:25 PM ET - Total times edited: 1
Date Posted: 12/6/2013 12:44 PM ET
Member Since: 2/6/2009
Posts: 1,410
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Ah, I see. Sorry I misunderstood you, Sara. Thanks for the advice! 

I was able to mark the one boo 'received' and the other two as 'missing from shipment'. So guess we'll see if they magically show up or if the Sender is able to track them down throw USPS. Thanks again for all the help!

Date Posted: 12/6/2013 3:29 PM ET
Member Since: 4/28/2009
Posts: 9,508
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Erin, I had the exact same thing happen early this year.  3 books in package, only one arrived......had to go to PO and file a "lost" report, got to speak to our postmaster but I think he didn't do a thing with the info I gave him!  We have one of the lost and found regional centers here in Tampa by the airport and those things that come loose from their packaging are supposed to go  there (and await their missing owner I guess)....... but I wonder if the good stuff just winds up in someone's garage sale!