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Topic: My first RWAP

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Subject: My first RWAP
Date Posted: 10/19/2011 8:59 PM ET
Member Since: 2/26/2009
Posts: 36,028
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I sent someone the wrong book.  How I did this I don't even know.  I always post books according to isbn.  The book I sent didn't even have the same title or cover art so I don't know how I didn't notice it was a different book when I wrapped it. 

At any rate,   I am going to return her credit. She hasn't marked the book received yet. Can she just go ahead and mark it as received or does she have to mark it as a rwap.  I am not sure how to respond....

She pm'd- Go ahead and credit me back. I'm not sure how we cancel this order. Let me know if I need to do anything.

I am not sure what to tell her- and whether it makes a difference if it was a wl book or not- I don't remember- right now it shows 0copies/0wishers.

Date Posted: 10/19/2011 9:22 PM ET
Member Since: 8/23/2007
Posts: 26,510
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If  you buddy her a credit and she lets it go lost or asks PBS to cancel it then she'll get 2 credits back. If you buddy her a credit then she needs to marked it received.  That will put her in the same position before she ordered but with a free book she didn't want. 

Is it a book you ever owned? Maybe someone before you didn't mark it mailed and sent the wrong book.

I do the tea swap. Last round I accidentally printed the tea label from the Custom DC twice. I used one to mail the tea and then the 2nd to mail a book.  I sent my tea budy a credit and the address of the requestor and she mailed it to them.  I pm'd the requestor to explain what happened and that it might be a little late. I'm always so careful that it shocked me that I could make this mistake.

Date Posted: 10/19/2011 9:34 PM ET
Member Since: 2/26/2009
Posts: 36,028
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It's listed under the books I mailed tab.... the book she got I remember mailing

I checked both titles on my custom dc page and neither title showed up there

 

Date Posted: 10/19/2011 11:50 PM ET
Member Since: 2/26/2009
Posts: 36,028
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?

Date Posted: 10/20/2011 12:25 AM ET
Member Since: 12/28/2006
Posts: 14,177
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If the receiver hasn't marked the book received, I think we need a mod.  Several options would generate a credit return, if you also buddy her a credit (for a total of 2). You could ask TPTB to cancel the transaction, but they might just advise her to mark the book received and work through the system rather than attempt a go-around.

Date Posted: 10/20/2011 12:37 AM ET
Member Since: 2/26/2009
Posts: 36,028
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k, thanks, I'll try a moderator

Date Posted: 10/20/2011 12:37 AM ET
Member Since: 1/17/2009
Posts: 9,860
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This is a very easy problem to resolve.

1. You ask PBS to cancel the Transaction. If it is a WL book, then she goes back on the WL. If it is not a WL book, then it gets listed on her Reminder List and she can reorder it.

2. She gets her credit back automatically when the order cancels.

3. Don't buddy her a credit.

Done.



Last Edited on: 10/20/11 12:39 AM ET - Total times edited: 1
Date Posted: 10/20/2011 12:45 AM ET
Member Since: 8/16/2007
Posts: 15,194
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The steps Sara  has given is correct. If she tries to mark it received with a problem, her correct option is to mark that it is a completely wrong book - which just returns it to her enroute tab to await the correct book. The sender sends in Feedback to get the transaction cancelled and the credit gets returned.

Date Posted: 10/20/2011 1:51 AM ET
Member Since: 2/26/2009
Posts: 36,028
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I did check with a mod and got this-

The requestor should actually mark the book "received with a problem" --> "wrong book", since this returns her to the wish list (if it's a wish list book) or clarifies things later if she's looking back over her transactions archive. (If she marks it just "received", she's going to wonder why she ordered two copies of the same book a year or two from now. She also might end up reposting the book incorrectly.)

Then you'll refund the credit, and she'll go back to her transactions archive and submit follow-up that the problem was resolved by the sender. Don't worry about it being a mark against you -- you've been here forever, you're a great member, and the PM exchange you've had with her will be attached to the transaction.

which agrees with Melanie.  Thanks everyone for the help!!   smiley

Date Posted: 10/20/2011 11:31 AM ET
Member Since: 1/17/2009
Posts: 9,860
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I did check with a mod and got this-

The requestor should actually mark the book "received with a problem" --> "wrong book", since this returns her to the wish list (if it's a wish list book) or clarifies things later if she's looking back over her transactions archive. (If she marks it just "received", she's going to wonder why she ordered two copies of the same book a year or two from now. She also might end up reposting the book incorrectly.)

Then you'll refund the credit, and she'll go back to her transactions archive and submit follow-up that the problem was resolved by the sender. Don't worry about it being a mark against you -- you've been here forever, you're a great member, and the PM exchange you've had with her will be attached to the transaction.

 

Just to clarify .... this is not the procedure according to the Help Docs.

The only reason that it is OK to do this (for this transaction specifically)  is because you are the sender in this transaction and you are already willing to refund the credit for the book.

If a book requestor comes into the forums and reads this thread, they should be aware that they are NOT supposed to mark the book "Received - Wrong Book" BECAUSE there is no guarantee that they will get their credit back.  They should instead, either let the book go lost (if the sender is not responsive) OR ask the sender to ask PBS to cancel the transaction. OR, if the sender is already willing to refund the credit, then the members can solve the problem without contacting PBS by marking it as per the advice you received above.

Date Posted: 10/20/2011 11:58 AM ET
Member Since: 2/26/2009
Posts: 36,028
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Thanks for the clarification.  But I definitely sent the wrong book and have no qualms returning her credit.

Date Posted: 10/20/2011 12:19 PM ET
Member Since: 2/5/2007
Posts: 30,800
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Just to clarify for new members.

There are NO such things as MODS on this site.

I believe they are referring to Tour Guides.

I know everyone who answered here knows that, but new members might be looking in the help center for mods and we don't have any!

Date Posted: 10/20/2011 2:38 PM ET
Member Since: 8/16/2007
Posts: 15,194
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which agrees with Melanie.  -

Actually it does not.

I think that the TG you got is referring to the old receiving process or having the member use the wrong book option that is for the wrong version of the book (which is NOT the case here). In the new receiving process, they select the wrong book - completely wrong book the system will really do nothing. It will not return the book their WL it will return the book to their Enroute tab. Asking the Team to cancel the transaction is the proper procedure. 

These are your two options when receiving the wrong book. When you selet the 1st one, the book goes back to the Enroute tab, it does not log the book as received.

Wrong Book - Different Title

  • this means that the book is totally wrong (wrong title/author) - usually caused by the sender putting the wrong book into the wrapper, or mixing up two book shipments. See I received a book I didn't request! for more information about this problem.

Wrong Book - Wrong Binding or Version

  • this means that title/author DO match but the book does not match the listing's ISBN and/or binding type and/or it was listed as Large Print and the book is not Large Print. Note that cover image does NOT have to match the listing.
  • Inappropriate items - ARCs, pamphlets or leaflets without ISBNs, unbound pages, etc - also fall into this category

 

If you go into the Help Center for I sent the wrong book to the Wrong person you will find this:

  • If you can't get the correct book to the correct person (the other member who received it does not want to send it or is not Responding to your messages, or it has been damaged, etc), you should contact us to cancel the transaction. 

    • This is better than waiting for the book to be declared "lost" by the system because it gets things moving faster - the request will be passed to a new sender if there are other copies available when we cancel.
    • It is also better if this is a Wish List book - because if we cancel and there are no other copies in the system, the book will go back on the requestor's Wish List in the same position as before.


Last Edited on: 10/20/11 2:40 PM ET - Total times edited: 1
Date Posted: 10/20/2011 3:37 PM ET
Member Since: 8/23/2007
Posts: 26,510
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They changed how you handle Wrong Books. Now you can mark it "wrong book" and not lose your credit and it puts the whole PMing process with the transcation.

Date Posted: 10/21/2011 9:43 PM ET
Member Since: 2/26/2009
Posts: 36,028
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geez- didn't see all this discussion till after I did what the tg told me to....  but it seems to me the consensus at this point is I should contact tptb, explain the situation to them and let them cancel it?

Date Posted: 10/21/2011 10:29 PM ET
Member Since: 1/17/2009
Posts: 9,860
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Adrienne, if the requestor has marked the book received and you refunded the credit to her, there is nothing more to do.

If the requestor is still letting the book transaction sit there without doing anything, then the proper thing to do is to ask PBS to cancel it (and she gets her credit back from that process, and you don't need to refund it separately).

Date Posted: 10/22/2011 12:01 AM ET
Member Since: 8/16/2007
Posts: 15,194
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Not necessarily Sara, the receiver CAN mark it received and it stays an active transaction as long as they are selecting the "wrong book - different title" option. Some of the options for marking a book received in the new process do not log a transaction as complete so if she is marking it received correctly (wrong book - wrong title), it isn't really doing anything, the transaction is just going to continue to sit there no matter how many times she marks it received in that manner.

Is the book still an active transaction for you Adrienne?  If it is still active, you should contact the Team and ask them to cancel it, let them know you returned the credit already and watch your Credit Registry. You may want to ask the receiver for your credit back if they get their's back when it gets cancelled.

If the transaction is not still active, then the receiver must have logged it as received in some other manner in order to get rid of the transaction. In that case you wouldn't need to do anything. Just check your Credit Registry to make sure that you got the credit so that you are only out the one that you gave her.

Date Posted: 10/22/2011 12:58 AM ET
Member Since: 2/26/2009
Posts: 36,028
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She hasn't marked it received yet.  I had asked her to mark it wrong book, wrong title and was waiting for her to do so before I return the credit.  Otherwise if she doesn't mark it and it goes lost, she'll end of with 2 credits.

Date Posted: 10/22/2011 1:03 AM ET
Member Since: 1/17/2009
Posts: 9,860
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Not necessarily Sara, the receiver CAN mark it received and it stays an active transaction as long as they are selecting the "wrong book - different title" option. Some of the options for marking a book received in the new process do not log a transaction as complete so if she is marking it received correctly (wrong book - wrong title), it isn't really doing anything, the transaction is just going to continue to sit there no matter how many times she marks it received in that manner.

Yeah, I know. I had poor wording. I meant that if it is still an open transaction.

Does anyone else think it is weird that PBS has people marking books this way? I preferred the old way of just not marking anything when you receive a completely wrong book. That made sense to me and was easy to explain. The new way causes people to ask a lot of questions about what is going on and how to get the system to do something. I know I always have to stop and think about it because I do not find the current process intuitive. I can see how the currnt process is confusing, and they are left wondering what they should do next. (I think that adding a  well placed pop-up or blurb message about what the next steps are for this particular transaction type would help receivers immensely if it appeard when they selected this RWAP type.).