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Topic: Freebies requested too late

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Subject: Freebies requested too late
Date Posted: 5/26/2009 4:52 PM ET
Member Since: 1/8/2009
Posts: 227
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I offer deals on my books (6-for-3 for example).  Someone ordered 3 books from me.  I mailed them to her and she has received them (though not yet marked them as received).  She just PM-ed me to ask where her 3 additional free books are and listed the ones she wants.  This is the first PM I have ever received from her.  She said she was copying a post she sent earlier.  Like I said, that's the first time I've ever gotten a message from her.  I checked over my inbox and there is nothing from here there.  What is the right thing for me to do in this situation? I would prefer to not have to mail out more books to her again.  I was thinking of maybe offering to give her back one of her 3 credits.  Does this sound reasonable? Thank you for any advice!

 



Last Edited on: 5/26/09 4:59 PM ET - Total times edited: 1
Date Posted: 5/26/2009 5:04 PM ET
Member Since: 8/23/2007
Posts: 26,510
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How quickly did you mail them out? Did you give her time to ask for the freebies? 

If you know you didn't get a pm from her requesting the deal then you owe her nothing.

Date Posted: 5/26/2009 7:14 PM ET
Member Since: 1/28/2007
Posts: 765
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I see some of your post in the Book Bazaar for deals.  Like this one http://www.paperbackswap.com/forum/topic.php?t=162131

Did she order the 3 books during your sale or some other time?  If you offer deals I think you need to go the extra mile to facilitate good comminications.  If it was me and the freebees got left out because of a cummunications problem then I would ship the freebees.  It's almost the same cost as a credit which you are thinking of doing anyway.  Just my opinion.

Date Posted: 5/26/2009 7:19 PM ET
Member Since: 1/8/2009
Posts: 227
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I mailed the books out the day after I received the request. 

Yes, in my bazaar ad, I did not specify that the person is supposed to PM me with their freebie requests BEFORE I mail out their books.  I presumed that was a given seeing as how I rarely see other people specify that.  Does that make me liable to have to pay for 3 more books to be mailed out to her? 



Last Edited on: 5/26/09 7:24 PM ET - Total times edited: 1
Date Posted: 5/26/2009 7:27 PM ET
Member Since: 10/6/2005
Posts: 10,707
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Did she post to your thread in the bazaar that she was asking for the freebies? If so, I think you are liable to send them to her - it is your responsibility to track the posts to your thread if you do not specifically ask for PMs about the freebies.

Date Posted: 5/26/2009 7:31 PM ET
Member Since: 4/21/2007
Posts: 304
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Did she post in your sale thread what freebies she wanted? I would go back to the thread and check.

If it were me and she had not PMed or posted in my thread what freebies whe wanted I would probably still mail them out. While we are not sellers or online stores it still seems like good customer service to me.If you are going to refund the credit why not just send the books?  The cost will be close to the same. Most likely, less expensive for you.It certainly can't hurt to offer her a choice. The credit or the books.

Good luck. Hope it works out well for you both.



Last Edited on: 5/26/09 7:57 PM ET - Total times edited: 1
Date Posted: 5/26/2009 7:34 PM ET
Member Since: 2/11/2007
Posts: 808
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If you had a 6-for-3 deal in effect at the time she ordered 3 books, I'd say there seems to be a joint problem in communication.

It's tough to believe that she somehow learned of your offer after you sent the package, and is now trying to "cash in" after the fact - possible, but remote to me. More likely is that she did send (or tried to at any rate) a message that you didn't get.

On your part, you could have been more responsive in trying to contact someone who'd ordered three books, regardless of whether you'd heard from her first: "Which additional three books would you like, in addition to the three you've ordered? Please let me know by .... Thanks!"

What I would do in your current situation would be to ask her to mark the three books received now, and send her the other three when she's done that.

 

 

 

 

 

 

Date Posted: 5/26/2009 7:51 PM ET
Member Since: 1/8/2009
Posts: 227
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Yes, that's where the problem occurred.  Despite my specification to "order the first 2, 3, or 5 the normal way and PM me with the 1, 3, or 7 books you would like to get free" she posted her freebie request on the bazaar message board.  I guess I will mail her the extra books and add LOTS of caveats and bold underlines to my future listings. 

Date Posted: 5/26/2009 8:04 PM ET
Member Since: 2/11/2007
Posts: 808
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You need to follow up on this yourself whenever a "qualifying order" is placed rather than wait for them. I think in this case she did make an effort, but it didn't go through correctly.

Date Posted: 5/26/2009 8:13 PM ET
Member Since: 8/23/2007
Posts: 26,510
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Well in light of the new info in that she posted the freebies she wanted in the thread then you need to send her the freebies or offer a credit.  If you run a deal in the bazaar you need to monitor the posts made to it.  It thought that you just had it in your bookshelf header and signature and she never PM'd you with her freebies. But if she posted them in a thread that you started offering a deal then she should get them. 

Date Posted: 5/27/2009 12:15 AM ET
Member Since: 1/17/2009
Posts: 9,725
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Shannon,

Just a thought, but I think many people actually prefer to post their freebies in the forum when they order a deal because then other people who might be interested in your deal can see what's already been taken (in the cases where you can't update your shelf to remove the freebies immediately).

When I ran a deal, the only problems I had were when people PM'd me instead of posting in the forum with their freebies, because then I would have an (earlier) PM asking for such-and-such book as their freebie, only to have someone come along an hour later and request the same book as their freebie in the forum (because the person who sent me the PM didn't post back to the forum). I would end up having to decline the book to the second person, who was understandably annoyed ... and the only way I could see to avoid the situation in the future is to specifically ask people to post their chosen freebies in the forum.

Plus, in lieu of specific instructions from you, I think its generally accepted that you can respond to a deal by ordering the books and posting in the forum with your freebies.

Date Posted: 5/27/2009 12:39 AM ET
Member Since: 8/9/2007
Posts: 4,058
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I practically never run my deals in the BB, and when I have, I always specified that the receivers needed to post their free selections in the deal thread so that others could see what books were already spoken for, but they also had to inbox me with their selections as well.  If you did that (& it sounds like you did) IMO, you really don't owe her anything.  Yes, you should definitely monitor your threads, but if people don't send those inboxes, you can run into all kinds of problems like duplicate requests, or people ordering books that have just been requested as freebies, but aren't actually on hold until you see who wants what & can remove them from your shelf.  That said, I'd give her a credit, let her know that you never received an inbox from her, and also let her know that good communication is essential to getting the books she wants through a BB deal.  IMO, the burden there is on the requestor.  You might want to word your BB deal threads with something to the effect that people should post their selections in the thread, inbox you, and then make sure they get an order confirmation back from you before they assume that their order has been received & processed.  Personally, I want people to be happy that they ordered from me, but when I order from BB deals, I do everything possible on my end to ensure I get the books I want, and that doesn't mean complaining after the fact:P  I post in the threads and always send an inbox message, and if I don't get a confirmation from them, I message them again.  If I still don't hear back from them in less than 24hrs, I cancel the order.  If you stipulate up front exactly what your ordering procedure is, and that you can't guarantee anyone is going to get the books they want if they don't follow it, then you're pretty much covered in the event that something goes wrong.

Date Posted: 5/27/2009 12:42 AM ET
Member Since: 8/16/2007
Posts: 15,186
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Keep in mind that some people are not heavy forum or internet users and they may not know the difference between posting and PMing.

Lesson learned, always monitor a Bazaar post to make sure there is no important info posted there.

Date Posted: 5/27/2009 5:28 PM ET
Member Since: 9/21/2006
Posts: 2,791
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IT WOULD COST CLOSE TO THE SAME IF YOU WERE TO REFUND A CREDIT.  BUT IT WOULD BE MUCH BETTER IF YOU SENT THE BOOKS, SINCE SHE DID POST IN THE FORUM, WHICH IS WHERE YOU WOULD NORMALLY WANT PEOPLE TO POST SO OTHERS WILL KNOW WHO GOT THERE FIRST AND WHAT HAS BEEN ELIMINATED FROM YOUR BOOKSHELF, so that you do not have multiple requests for the same books and have to turn people down, which is very annoying.

sorry for the caps.....

Date Posted: 5/27/2009 8:36 PM ET
Member Since: 9/20/2007
Posts: 29
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Last Edited on: 5/27/09 8:47 PM ET - Total times edited: 1