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Topic: Getting Disgusted

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Subject: Getting Disgusted
Date Posted: 6/8/2010 11:28 AM ET
Member Since: 7/7/2006
Posts: 15
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I have been a member here for several years now, and am a good trader. But the system is making me so angry. Over and over it tells me I have til a certain day to send a book, i print the mailer, wrap the book and then when I come in to mark it mailed it has already cancelled it! After I paid for the postage and all. What I have done is message the recipient to let them know the book is still coming and if they get doubles to just keep it. They always give me the credit when it comes. It just makes me furious to have to go thru all that and get black marks on my record for failing to follow thru on a trade that I dont deserve. This has happened so many times it is very discouraging. I make a careful note of exactly when a book has to be mailed, I *know* I was still within the time  frame allowed. From now on I am marking a book mailed as soon as I print the wrapper even if it isnt quite true yet. Is anyone else having this problem?

Barb T.

Date Posted: 6/8/2010 11:42 AM ET
Member Since: 8/10/2009
Posts: 10,014
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I've never had that happen.  Sorry your frustrated.  It sounds like you need to speak  to PBS and see if there is something wrong they need to correct.

Date Posted: 6/8/2010 11:54 AM ET
Member Since: 8/16/2007
Posts: 15,201
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If this is happening frequently you should send in Feedback through the Contact Us link because that would be a system glitch, the date you see is when the system does its thing, it sees what you see.  I haven't see any other complaints like this to see a system wide glitch. The Team can see EVERY action on your account, so if it is a system glitch they will be able to see it. It might be a good idea to write down the mail by dates, that way you will have a written record of it and not just a memory of the date.

How long is it between printing the wrapper and when you mail the book? I would put off printing the wrapper until you are getting ready to mail it, then mark it mailed when you print, that way there isn't a time lapse where you can forget to mark it mailed.  Don't print the wrapper days in advance and mark it mailed because you will get system prompts for late mailing if you repeatedly mail books over 48 hours after you said you mailed it.

Date Posted: 6/8/2010 12:02 PM ET
Member Since: 6/13/2009
Posts: 503
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I find quite often that books get canceled 24 hours EARLIER than the noted deadline.  A few times I have sent a message pointing this out to PBS...only to get the same response each time "system glitch"

I do the same now too....print the label and mark it mailed ASAP.

Date Posted: 6/8/2010 12:44 PM ET
Member Since: 1/17/2009
Posts: 9,916
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I wrap up my books the night before I intend to mail, and print the wrappers and mark them mailed at the same time. I started doing it this way about a month after I joined, when there was about 12 hours or so that I couldn't log into PBS to mark some books mailed that I had mailed... some problem on their end, I will add, since I had internet for everything else.

You have 48 hours to actually mail a book that has already been "marked mailed". If you are having this weird issue ... I would just do it that way.

I only mail once a week, so depending on when I get orders, some of them might wait to the "last day" before I package them up and mail them ... but I have never had an order get cancelled on me early by the system.  It's weird that you are having this issue.

Date Posted: 6/8/2010 1:58 PM ET
Member Since: 8/10/2005
Posts: 4,601
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I've never had that happen, but I generally select a later mailing date but then usually mail within the next couple of days. I know that cancellations and books going lost and those things tend to happen in the middle of the night, so for some people it may be you have almost a whole extra day to mail, but for others, it ends up being almost a whole day less, depending on when you accepted the book request.

I do know that PBS sends reminder emails to mark a book mailed a day before the request will be cancelled, so maybe that would be a good time to mark your books mailed even if you don't mail them til the following day, especially if this happens to you frequently. If you suspect it's going to happen, best to be pro-active instead of having to deal with the mess later.

Cheryl

Cathy A. (Cathy) - ,
Date Posted: 6/8/2010 2:58 PM ET
Member Since: 12/27/2005
Posts: 4,142
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Are you selecting "I Can Mail in 2 Days" or "I Can Mail Later"? The deadlines are different.

If you say "I Can Mail in 2 Days", you get 5 full days plus the number of hours until 3:00 AM the next day. The deadline shown on your screen is 11:00 PM on the fifth day, but you actually have 4hours after that. For example, if you accepted a request on June 1 saying you could mail in 2 days, then your screen would show the deadline as 11:00 PM on June 6 and the transaction would cancel around 3:00 AM on June 7.

If you say "I Can Mail Later", you get 2 full days past the date you selected. So again, if you accepted a request on June 1 and said you could mail by June 5, the deadline shown on your screen would be June 7 at 11:00 PM and your request would cancel on June 8 at 3:00 AM.

You can use the Request Details link on the canceled transactions in your Transaction Archive to see the actual timing of the various events and do some math. Assuming you're using the "2 days" option , you can just add 6 to the acceptance date and see if that matches the cancellation date. If it does, then the system is timing things correctly. That doesn't explain why you saw a wrong date on the screen, but I'd probably be taking screenshots of my My Account page and saving them somewhere if I really thought the system were showing the wrong date (it's not showing the wrong dates on my screen, I've just checked).

Another option is to actually mail and mark mailed on the day you said rather than mailing late and then depending on the grace period.

Date Posted: 6/8/2010 3:41 PM ET
Member Since: 12/28/2005
Posts: 1,732
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Once the wrapper is ACTUALLY printed, the requester CANNOT cancel.  If this is happening to you it is in error and TPTB need to know.  The system is set up that way just for that reason - so a requestor can't cancel after you have paid for postage or mailed already.  I would put my account on hold until TPTB looks at it and fixes it.

Date Posted: 6/8/2010 4:26 PM ET
Member Since: 9/13/2007
Posts: 2,520
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Yeah, I'm with Sandra, that shouldn't be happening and I think you should contact the team.

Date Posted: 6/8/2010 4:40 PM ET
Member Since: 8/10/2005
Posts: 4,601
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I don't think she's saying the requestor is cancelling the order, she's saying the system cancels it before she gets it marked mailed. She's thinking she had more time to mark mailed and the system is cancelling too early. Unless I totally misread the post.

Cheryl

Date Posted: 6/8/2010 4:43 PM ET
Member Since: 9/13/2007
Posts: 2,520
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Still sounds like a system glitch if she is writing down the mail by date and it is canceling before that. There should be a two day grace period.

Date Posted: 6/8/2010 6:10 PM ET
Member Since: 4/30/2009
Posts: 2,524
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I have never had this happen either, but am glad to know to watch for it.  I always get a couple of those pesty email warnings as a reminder.  I agree it may be a glitch that only some are being affected by.

Date Posted: 6/9/2010 12:05 AM ET
Member Since: 12/28/2005
Posts: 1,732
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Oh, I took it as the requestor was cancelling, not the system.

Date Posted: 6/9/2010 7:23 AM ET
Member Since: 4/7/2008
Posts: 15,690
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This never has happened to me and in all my time as a TG I've never gotten a question about this either but if it's happening to you all the time, please contact the Team to see what's going on. They will be in a position to correct it if it's a system glitch. And please let us know what they say so we can watch out for it too!



Last Edited on: 6/9/10 7:24 AM ET - Total times edited: 1
Date Posted: 6/9/2010 9:59 AM ET
Member Since: 10/23/2005
Posts: 7,719
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Yes, please let us know what they say. I would be interested to know, also.

I had a few books that I agreed to mail today, and yesterday I got the email remnders in my in box. I quick marked them Mailed and off they went this morning.

I dont think that I have ever missed an email reminder to mail books or have had on time out on me.

I usually choose Mail Later and choose the last date too. Most times I get the book in the mail the next day. This week just got a bit busy for me.

Date Posted: 6/9/2010 8:33 PM ET
Member Since: 7/7/2006
Posts: 15
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Thanks for all the thoughtful responses and helpful suggestions. Going forward  I will carefully document, including screen shots, what the system tells me so that I can make a full report if/when it happens again. And I will use the Mail Later function, that seems to be a better option.



Last Edited on: 6/9/10 8:33 PM ET - Total times edited: 1
Date Posted: 6/9/2010 8:55 PM ET
Member Since: 8/19/2007
Posts: 4,286
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I always use the "Mail Later" option even if I'm going to mail it that day.  I too had a problem a couple of years ago, again it was the system, and couldn't get in and had about 20 books I couldn't mark mailed (the system did come up in time though), but it scared me and I never use the '2 day mailing now'. 

I did have the system tell me a week or so ago that I had about 4 books to mail that day (I was planning to anyway) but they still had two days before they would have timed out and then there was still the two day forgiveness after that.  Don't know if that was a system problem or what, but haven't had it happen again.

Interested to know what you find out if it happens again.  Pat

Date Posted: 6/9/2010 9:44 PM ET
Member Since: 8/23/2007
Posts: 26,510
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One time I had a couple of transactions where the must mark mailed by date was 2 days before the actual mail by date I chose.  I can't remember the dates but it clearly said something like: Mail By 5/1/10 must mark mailed by 4/28/10 in order to receive credit.  I contacted PBS to point it out and then just marked them mailed a bit early. 

Date Posted: 6/10/2010 10:32 AM ET
Member Since: 8/15/2007
Posts: 3,044
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I recently had two books go lost on their way to me. I thought the first one went lost two days before it was supposed to but wasn't sure. Now I am. I checked the dates on the other one I thought was going to go lost and it said the date of system action was 6/12. I got an email this morning saying it has already been declared lost. Two days early. Is this a system glitch too? It reminded me of this thread since the OP's books are getting canceled early and mine are going lost early. Maybe we have the same glitch.

Date Posted: 6/10/2010 12:38 PM ET
Member Since: 8/16/2007
Posts: 15,201
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Well Barbara I hope you don't ever see it happen again. That can cause frustration on both parties.

Amee - I just went and looked at one of my books enroute and the system action date is 28 days from mailing so it would go lost 2 days before that. I don't think that is supposed to be that way, so I am going to send in Feedback and ask.

Cathy A. (Cathy) - ,
Date Posted: 6/10/2010 12:53 PM ET
Member Since: 12/27/2005
Posts: 4,142
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Amee and Melanie -- the system action date shown on the screen is always after the actual action will take place. Books go lost on the 26th day, but they don't want you to contact them until a day or two after that happens.

Date Posted: 6/10/2010 2:30 PM ET
Member Since: 8/15/2007
Posts: 3,044
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Oh ok. That makes sense. I just assumed since that was the action date, that it was when the book would go lost.

I wasn't for sure on the first book to go lost, so I would have assumed it was okay to contact them at that time if I needed to. Seems weird to say not to contact them before a certain date but then go ahead and mark the book lost, making you think any time to contact them after that is okay.

Date Posted: 6/10/2010 3:10 PM ET
Member Since: 8/16/2007
Posts: 15,201
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That does not make sense.  If they don't want to to contact the until the 28th day, then say don't contact us until X date instead of saying that the system action will take place and then have it happen 2 days prior without warning. What about the 27th day? The member isn't supposted to contact them, but there's nothing there telling them that?? If that is the way they do it (which I don't think it has always been that way), then my Feedback will serve as a suggestion to do it differently in a better worded or more logical way.

Date Posted: 6/10/2010 3:28 PM ET
Member Since: 8/15/2007
Posts: 3,044
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Well I just meant it made sense that it was still going lost on the 26th day, which I hadn't figured out. I didn't do the math.

I think you're right that it doesn't make sense about not contacting them. Like I said, how would you know since it marks it lost and you can no longer see that you aren't supposed to contact them for another two days?