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Topic: Follow-Up Bug?

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Subject: Follow-Up Bug?
Date Posted: 3/19/2009 7:45 AM ET
Member Since: 2/16/2009
Posts: 63
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Someone recently sent me the wrong book. I waited a week for him to respond to my request for a refund but he ignored me. Now I'm trying to submit a follow-up, reporting that “The sender didn’t answer PM asking to discuss this”. But whenever I press the "Submit Follow-Up" button, I get sent to a blank screen.

I assume this is a bug. What message are you supposed to receive after submitting a follow-up? Is there a way to verify that PBS has received your follow-up and is taking the appropriate action?

Thanks in advance!

Date Posted: 3/19/2009 8:03 AM ET
Member Since: 8/10/2005
Posts: 4,601
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Hmmmm...I've never had to do this, so have no idea how to answer your question. I assume you marked the book "RWAP--wrong book" when it was received? If so, I would think you could just mark the transaction as 'not resolved' if nothing else. Just note that he has not responded to PMs to attempt to discuss the transaction. You don't get a credit back, but at least that way that member's account would be flagged that he had a bad transaction that wasn't taken care of between you.

I think I would send a feedback to PBS about the blank screen you are getting, though, using the 'contact us' at the bottom of the page.

Cheryl

Sianeka - ,
Date Posted: 3/19/2009 3:35 PM ET
Member Since: 2/8/2007
Posts: 6,630
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I'm not too certain about the exact screens that pop up when following up on Problem Swaps, but did you make certain to check one of the options buttons before clicking on the Submit Follow-up button?

According to the Help Center, this is what is supposed to happen once you click on the Submit Follow-up button (depends on which option button you checked before submitting):

What happens when you submit follow-up

  • Sender resolved the problem
    • this removes the "Was Problem Resolved?" button from the transaction
    • this does NOT change the problem icon in the Transaction Archive
    • Adds the notation that the problem was resolved to the Transaction Archive
      • this text appears on both sender 's and requestor's transaction archives
    • Changes the swap status "behind-the-scenes" so that this problem swap does not count as heavily against the sender as an unresolved problem
  • Sender did NOT resolve the problem
    • this removes the "Was Problem Resolved?" button from the transaction
    • does NOT change the problem icon in the Transaction Archive
    • Adds the notation that the problem was NOT resolved to the Transaction Archive
      • this text appears on both sender 's and requestor's transaction archives
    • Adds a "double mark" against the sender in his or her account record "behind the scenes"
  • Sender did not respond to PM
    • this sends an email to the sender, notifying him or her that his or her account has been marked as nonresponsive in a problem swap
    • the email refers the member to the Help Center information about problem swaps, and tells the sender that he or she needs to resolve this problem
    • this does NOT change the problem icon in the Transaction Archive
    • this does NOT remove the "Was Problem Resolved?" button from the Transaction Archive (so that further follow-up can be given when/if the sender responds about this swap)
  • Marked received with a problem in error
    • this removes the "Was Problem Resolved?" button from the transaction
    • this changes the status of the transaction to "Completed Successfully" on both sender and requestor's transaction archives

Note that once follow-up is submitted, it can't be changed.  The only follow-up option which allows further follow-up to be submitted is "Sender did not respond to PM".



Last Edited on: 3/19/09 3:36 PM ET - Total times edited: 1
Date Posted: 3/19/2009 5:10 PM ET
Member Since: 2/19/2008
Posts: 2,007
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As per the guidelines, if you get the wrong book you are not supposed to RWAP, you should not mark it as received at all, since it was not the book you requested.

Date Posted: 3/19/2009 5:28 PM ET
Member Since: 8/10/2005
Posts: 4,601
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Actually, it depends on how the book is the wrong book. If it was totally a book you didn't request (as in, the sender mixed it up with someone else's order and you really didn't order Sex Kittens from Mars, LOL) then you don't mark it received at all.

But if it's the 'wrong book' in that it's supposed to be a hardcover, but was a paperback version, if you ordered the Large Print version but you got a regular print version, if it was a different iSBN than what you ordered, etc. then there is a place to mark it received but WAP, wrong book. At least there used to be.

Cheryl

Date Posted: 3/19/2009 5:30 PM ET
Member Since: 12/9/2007
Posts: 9,601
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How does the Transaction File list it now?  When you look at it does it say "Follow-up submitted by requestor"?  Does it indicaate anythere that it's been unresolved or resolved? 

Ruth

Date Posted: 3/19/2009 5:46 PM ET
Member Since: 2/16/2009
Posts: 63
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Problem solved.

I followed Cheryl's advice and clicked the "Contact Us" link and they apparently fixed the bug. Just now the system finally accepted my submission. In case you were wondering, this is what you see:

We've Received Your Followup

 
 
 

Thank you for your followup concerning this problem swap. We will contact the other member.

 

Which is the sort of confirmation I had expected to read.

For the record, I had ordered a hardcover novel and I was sent a paperback version. So I marked the book as "Received, but with a problem" and marked "Wrong Book" as the problem. I'm pretty sure that's what I was supposed to do, but I'm a bit of a newbie and there may have been an easier way.

Thank you for all your responses!