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Topic: My First RWAP By USPS--Help!!

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Subject: My First RWAP By USPS--Help!!
Date Posted: 8/11/2009 5:46 AM ET
Member Since: 4/6/2008
Posts: 1,036
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I received a book today that I marked as RWAP (Damaged by USPS).  How can the sender resolve the problem on the follow-up?  If I mark NO, not resolved, it was not the sender's mistake.  If I mark YES, technically, it was not resolved.  So, what do I do?  How do I answer?

Date Posted: 8/11/2009 6:49 AM ET
Member Since: 12/21/2007
Posts: 1,642
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I had this happen and the receiver marked it as resolved. It's one of those times that the system itself doesn't distinguish and there isn't another option.

Date Posted: 8/11/2009 7:01 AM ET
Member Since: 8/25/2007
Posts: 13,134
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There's no way for them to resolve it.  I think that this has been one issue that members have been saying there is needed a different option to choose.  You should mark it as resolved so it doesn't count against the member, as it wasn't their fault.

Date Posted: 8/11/2009 7:55 AM ET
Member Since: 8/10/2005
Posts: 4,600
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I would agree, as long as the damage wasn't the result of inadequate packaging by the sender, I would mark it resolved, although if PBS were to look at the details of the other member's account if it comes up flagged, I don't think a USPS-damaged book would count against them. Unless, as I said, it's due to them poorly packaging books for mailing and they get a bunch of the same type of RWAPs.

Cheryl

Date Posted: 8/11/2009 10:42 AM ET
Member Since: 11/30/2007
Posts: 4,975
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I don't like this type of RWAP. Last year I wrapped a hardcover book in brown paper and taped it very well. I brought it to the post office and gave it to the clerk. The requestor marked it RWAP by the post office. He said it was not my mistake as I wrapped it well. Apparently, the PO machines made it look like it had been eaten up. Anyway, what options did I have to resolve it? He didn't say in his message that he would mark it as resolved. So, my "only choice" was to give him a credit. He then marked it as resolved. This was not my fault, as even he stated, but yet I was punished by giving up a credit. I think this type of RWAP needs to have a different resolution.

Date Posted: 8/11/2009 10:50 AM ET
Member Since: 8/23/2007
Posts: 26,510
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I"ve stopped using this one.  I used it one time and then felt guilty that this person had that mark against them. The book was well wrapped and it wasn't their fault that the PO ran the book over.  It had boot prints on one side and tire tread on the other.

So if the book is properly wrapped but damaged by the PO I just put that in the notes to PBS section. Then it's there for posterity but not a big red x against the sender.

Date Posted: 8/11/2009 11:36 AM ET
Member Since: 1/12/2009
Posts: 4,412
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Wow, Connie, the one time I received a book that USPS machinery had eaten, I marked it RWAP-USPS, marked it resolved (so it wouldn't count against the member) and it never occurred to me to request my credit back from her. Why would I?!   She wrapped the book well, the book had clearly been in excellent condition when sent & I'm going to punish her for something that was not her fault by demanding a credit???!!!  

You went above & beyond courtesy by giving that guy back his credit, IMHO. What a Weanie - the guy, not you :P

Date Posted: 8/11/2009 11:58 AM ET
Member Since: 1/17/2009
Posts: 9,861
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The PBS rules say that if a book is damaged by the USPS, (and you don't feel that your packaging might have been the cause of the damage), you DO NOT have to refund a credit.

Book goes lost in the mail = Sender loses book, requestor gets credit back.

Book mangled in mail = Sender gets credit, requestor has (damaged) book

This way, the risk involved in mailing is spread evenly between senders and receivers. Neither senders or receivers bear the total burden of absorbing USPS losses or damage.

Date Posted: 8/11/2009 12:27 PM ET
Member Since: 11/30/2007
Posts: 4,975
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Thanks Sara, I sure will keep that in mind. Hopefully it won't happen again. That book was in like-new condition before the post office machinery ate it up!

Date Posted: 8/11/2009 3:01 PM ET
Member Since: 4/6/2008
Posts: 1,036
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I would never think of asking for the credit back.  It was not the senders fault. The book was in like-new condition, except for the damage by USPS.   It was packaged correctly.  So, I will mark it as resolved.  Thanks for all the info.

Date Posted: 8/11/2009 6:11 PM ET
Member Since: 7/19/2008
Posts: 15,448
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I had one that arrived with tire tracks on it, bending the spine.  I marked it right away as USPS damage and resolved.  The sender was much more upset about it than I was.  I made it clear in both my PM and the comment box that the book was well wrapped.  There are things that are out of our control.  And a big one is the PO.  

I only ask for my credit if I feel it is really the sender's fault and they should have known better.