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Topic: My first RWAP--question

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Subject: My first RWAP--question
Date Posted: 3/18/2010 9:01 AM ET
Member Since: 12/7/2007
Posts: 6,435
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Hi--I had to mark my very first RWAP.  The book has tons of highlighting and the sender didn't ask me about it in advance (it is definitely not a book that was probably ever a textbook of any sort).  I PMed the sender and politiely asked for my credit returned, she PMed me back a few days later and (no apologies, mind you) said, "Fine, send the book back."  I responded, basically, I'll send the book when you refund my credit.  That was 2 days ago.  Based on the tone of the response to my first PM, I'm guessing this person has no intention of refunding my credit at this point.  So I have 2 questions; first, am I correct that she is supposed to refund the credit FIRST?  Prior to me returning the book, I mean.  Second, how long am I supposed to wait before I click that follow up button on the transaction archive and make a note that the sender never remedied the problem? 

Thanks in advance!  I feel lucky that I've had so few problems on this site and I just want to make sure I'm handling this properly. 

Date Posted: 3/18/2010 9:12 AM ET
Member Since: 8/10/2009
Posts: 10,083
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First if she wants book back she is to refund 2 credits one for original and second to cover your postage cost.

In the Help Docs it states to give person a week to respond to PM.

Good Luck I hope it all works out OK

Date Posted: 3/18/2010 9:13 AM ET
Member Since: 8/23/2007
Posts: 26,510
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Technically she should refund 2 credits if she wants the book back-1 for the credit you paid for the bad book and another to cover the postage to send the book back. But that's really up to you-to me personally $$ is tight and I'd want that extra credit.  I have to limit the amount I spend on postage each month.  But the 2nd credit is really up to you.

I would not send he book back if she hadn't refunded the credit. Then you are out the book and the credit if it goes lost or she flakes out.  It says to give people a week to respond to a PM. So I would give a week just to see if she forks over the credit or not.

Date Posted: 3/18/2010 9:15 AM ET
Member Since: 1/17/2009
Posts: 10,086
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She actually should give you the credit for the book back, and then give you a second credit (or reimburse you somehow for the postage) if she wants the book back. You are not obligated to return it at your own expense.

The best thing is probably to send her another PM, explaining this rule to her. Also, let her know that if she does not at least refund your credit, you will mark the transaction "Unresolved" which will be a double black mark against her account. Make sure that you indicate a final date that you would like action by (based on how long its been since you first made the RWAP).

The PBS rules indicate that you should allow the sender about  7 days total to respond to your PMs and resolve the issue somehow. So, if you did the RWAP 2 days ago, give her another 5 to refund your credit.

Date Posted: 3/18/2010 10:50 AM ET
Member Since: 12/7/2007
Posts: 6,435
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Thanks, guys!  I hadn't really thought about it that way--re: the second credit.  But you are totally right.  I'm going to send the PM today as Sara described and give some kind of deadline. 

The RWAP was on 3/13, so 5 days ago.  Do you think it would it be appropriate to send a PM saying please refund 2 credits (and explain why) and give a week for that from today? 

Date Posted: 3/18/2010 11:47 AM ET
Member Since: 12/28/2006
Posts: 14,177
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"...a week from today..."  The extra days are totally your option Joy.  For me, I'd probably make the deadline on Monday...a couple week days, and a couple weekend days should cover the sender whether they access PBS at home or at work.  Best wishes on a resolution.

ETA - you might be surprised what's been used as a textbook.  Which is a mute point if the sender fails to properly involk the textbook clause.

Last Edited on: 3/18/10 11:49 AM ET - Total times edited: 3
Date Posted: 3/18/2010 2:10 PM ET
Member Since: 10/22/2009
Posts: 1,452
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I'd let her know that if she returns one credit to you, you'll mark the RWAP resolved.  If she also wants the book returned, then she'll need to send you an additional credit to cover postage.  She may decide that she doesn't want the book back, but will refund the first credit to avoid the RWAP being marked unresolved.

Date Posted: 3/18/2010 7:50 PM ET
Member Since: 9/13/2007
Posts: 2,520
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TPTB have stated that any book can fall under the textbook exception. What really matters isn't weather or not the book has ever actually been a textbook, what is really important is that the sender makes the receiver aware of any highlighting/ writing the book may contain and that the receiver agrees to accept the book anyway before the book is mailed. 

Last Edited on: 3/18/10 7:51 PM ET - Total times edited: 1