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Topic: My first RWAP

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Jen W. (syne) -
Subject: My first RWAP
Date Posted: 10/27/2011 6:28 PM ET
Member Since: 9/7/2010
Posts: 139
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I mailed a book a few days ago that was in great condition, absolutely nothing wrong with it, and wrapped well. I got a pm today saying it had water damage, a broken spine, and pages falling out. The book definitely didnt have these issues when I mailed it. The member also wants a credit back. So what should I do? I am waiting for a reply, and it had to be either usps damage, or I hate to say it but the member is lying. Im almost tempted to ask for pictures. Should a credit be returned when I know there was nothng wrong with the book? What can I do in this situation? If the member doesnt resolve it, is it a big deal to take my first bad mark on my account? And will pbs do anything in a situation like this?

Last Edited on: 10/27/11 6:36 PM ET - Total times edited: 1
Date Posted: 10/27/2011 7:06 PM ET
Member Since: 8/26/2006
Posts: 9,337
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Hi Jen,

Ask her to check to see if your name is the name on the package's return address.  It's possible that a previous sender mailed the book but forgot to mark it mailed by the deadline.  The server would have canceled that transaction and passed the request on to the next sender (you).  It's possible that your book is still on the way to her.  The other (canceled) transaction would be in her transaction archive.

You can also ask her if she has a way of either e-mailing you pictures, or posting them on a free site like photobucket.com.

The help doc that will guide you through this is called A requestor says there is a problem with a book I sent!

 

Jen W. (syne) -
Date Posted: 10/28/2011 12:48 AM ET
Member Since: 9/7/2010
Posts: 139
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The dc scan shows that it was delivered, so it was my book. Im guessing it had to be usps damage if anything. I am going to ask for photos. And I have replied through the transaction archive so pbs has it on record, the reason why I am not refunding a credit. And Im still waiting for a reply, so I will see how it goes.
Date Posted: 10/28/2011 1:53 PM ET
Member Since: 12/28/2006
Posts: 14,177
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PBS Help Documents mention photos, so  you would not be out of bounds by asking.  In this situation, I try to include something identifable in my pictures, such as a partial cover pic or clear enough the book title can be read (at the top of a page).

If you are sure about the book condition, ask the receiver to mark the book damaged by USPS and do not refund the credit.