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Topic: Need help - book was considered lost - what would you do? - UPDATED Again

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Subject: Need help - book was considered lost - what would you do? - UPDATED Again
Date Posted: 11/17/2008 1:13 PM ET
Member Since: 6/9/2006
Posts: 438
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I sent this message regarding a book:

I requested this book from you on 10/11/08, the wrapper was printed and marked mailed on 10/15/08 and the transaction was canceled due to being "lost in the mail" on 11/10/08.  Therefore my request went to being first in line and I requested another copy of this book on 11/10/08, which was marked mailed by the next person on 11/12/08 - I am unable to cancel this second request.  I received no communication from you until just the other day asking if I had received the book yet, and it was after the second book had been mailed.  The wrapper on this book you mailed is dated 11/7/08 and I just received this book today, after the 26 days stated in PBS guidelines - I would like to ask for my credit back please.  Thank you.

comments?  thoughts?  I have also sent question to PBS on the situation.  Thank you

**  The sender of this first book did not feel that she should refund my credit.  In my contacting PBS, my credit was returned from her account due to her mailing late (see my info above that she marked mailed on 10/15 but the wrapper/postage is dated 11/7) and not having contacted me at all regarding the situation.

Thank you for your input/comments, appreciate everyone taking the time to respond/reply to my post. 

***  I should have clarified some more in my above information.  The message that I posted above that I sent was when I was marking the book recieved via the transaction information.  This was a book on my wish list, so when it was considered lost in the mail I did go back into the wish list in the first position due to not having received the book.  If I did not request that second book I thought I would have lost out on the book due to never having received the first one and having received no contact from the first person I had no idea the book hadn't been mailed until 11/7.  I feel bad for her, but feel I shouldn't be out 2 credits due to her not being considerate enough to have any contact with me during those 26 days.  Yes, I do now have 2 books (when/if the 2nd one gets here) but she mailed late and wasn't kind enough to have any discussion with me during those 3+ weeks.

thank you again everyone.



Last Edited on: 11/17/08 6:56 PM ET - Total times edited: 2
Date Posted: 11/17/2008 1:49 PM ET
Member Since: 1/22/2007
Posts: 1,101
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 I read this wrong the first time I read it. I had two of the same books come to me about a month ago. The first one was marked lost and then I ordered the second one only to have them both appear within days of each other, the first obviously mailed very late ( printed label) and I had no luck getting my credit back. Good luck with yours though.



Last Edited on: 11/17/08 2:24 PM ET - Total times edited: 1
Date Posted: 11/17/2008 2:10 PM ET
Member Since: 8/16/2007
Posts: 15,187
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You have gotten into one of those sucky situations were you did nothing wrong and still lose out. If the book was mailed on the 7th and it went lost on the 10th in PBS, then you are obligated to mark both books as received and give credits for them (this is why the help center says to not re-order the book for a couple of weeks). You can, as you have, ask for your credit back. You might get it, but I wouldn't place bets on that.

Date Posted: 11/17/2008 2:41 PM ET
Member Since: 8/26/2006
Posts: 9,333
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Deleting my advice because Melanie is right (see below) :-)



Last Edited on: 11/18/08 2:55 AM ET - Total times edited: 1
Date Posted: 11/17/2008 2:56 PM ET
Member Since: 8/16/2007
Posts: 15,187
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I politely disagree with the part of the Help Center that applies. The part you have quoted applies to books that are not marked mailed and either cancelled by the sender or the system while it is still in the order phase.  This book was properly marked mailed and the section that should be applied is the next scenario in the Help Center:

Scenario #3:  If you requested a book from one sender, and then another copy from another sender, you must mark both copies received when you get them. *see the one exception to this below

  • How this happens:

    • You order a book, and then submit another order for it.
    • You re-order a book that was declared lost in the Mail, and both copies arrive
      • Because "lost" can sometimes mean "delayed en route to you", we recommend not re-requesting a Lost book until it has been Lost at PBS for 2 weeks.
      • You must mark a "lost" book received when it arrives.  To do this:
        • Go to  your Transaction Archive:
          • place your cursor over My Account in the toolbar at the top of the site
          • Click Transaction Archive in the menu that drops down
          • you can also click the link 'Transaction Archive" from the My Account page
        • Scroll down to see the Lost transaction for this book.
          • Check the sender name and Details to be sure it is the correct transaction
          • There are sometimes several canceled transactions for one title
        • Click on the transaction
        • The usual Book Received screens will come up from there.
        • When you mark the copy received, the credit is taken from your account and given to that sender.
    • You order a Wish List book, and you are offered another version from your Wish List while the first version is still en route to you:
      • This is an individual choice: members will often request the second version, because they don't have the first one yet, and they want to be sure to get at least one copy of the book
      • If you do this, you must mark both copies received when they arrive; just repost the extra copy.
    • You request a book through both Box-O-Books and using a credit.
      • In this case, of course, you must mark both transactions received.
  • *If the book was mailed late and had already been declared Lost at PBS before it was mailed (and you re-requested the book and got it from someone else), this is an exception:
    • If a sender wants to mail a book that has been declared Lost at PBS already she needs to contact you with a Personal Message asking you to confirm that you still want the book from her, and
    • You would need to have confirmed that you still wanted her copy of the book in a Personal Message in reply to hers before she mailed it.
    • If a sender sends a book this late without getting confirmation from you that you have not gotten another copy in the meantime, the sender has made the mistake here; in this case,  you are not obligated to mark the lost book received nor are you obligated to return the extra copy.


Last Edited on: 11/17/08 2:57 PM ET - Total times edited: 1
Date Posted: 11/17/2008 3:42 PM ET
Member Since: 11/13/2005
Posts: 510
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I just sent in feedback recommending this change in the wording:

The rule currently states

---------
# *If the book was mailed late and had already been declared Lost at PBS before it was mailed (and you re-requested the book and got it from someone else), this is an exception:
---------

I suggest this be changed to "If the book was mailed late and had already been declared Lost at PBS before it *arrived* (and you re-requested..."


The current wording obligates the receiver to give a credit for a book that was mailed very late - i.e. even if it was mailed only the day before it was declared lost.

Date Posted: 11/17/2008 4:41 PM ET
Member Since: 8/16/2007
Posts: 15,187
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I agree whole-heartedly Bret. I don't think that the receiver should be dinged in this situation and it seems to happens way to often.  It like the sender sees the lost date coming and runs it to the PO without any comunication in hopes no one will say anything.  I hate to see people send books that they don't get credit for, but this type of situation sucks for the person who ordered the book. The system should put the burden on the person who did not do what they were supposed to and the ordering member shouldn't be required to wait past the lost date to reorder, 26 days is long enough plus they could end up losing their place in a WL line to do it.

Date Posted: 11/17/2008 5:45 PM ET
Member Since: 8/23/2007
Posts: 26,510
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Was this a WL book?  Because normally when a book goes lost it goes on your Reminder List. PBS suggests you wait at least 2 wks before reordering the book incase it shows up.  Is it still a WL book?  If so you can post one copy and send it out for a credit. 

I'm on the fence on this one.  The sender should have just reposted the book when it went lost because they didn't mail it out on time.  Especially since you PM'd to let them know another copy had been ordered. But at the same time, they did mail the book out and spend money on postage. 

Date Posted: 11/17/2008 8:25 PM ET
Member Since: 8/16/2007
Posts: 15,187
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In my contacting PBS, my credit was returned from her account due to her mailing late (see my info above that she marked mailed on 10/15 but the wrapper/postage is dated 11/7) and not having contacted me at all regarding the situation. Wow! I am glad they did this. I am shocked since it contradicts their help docs, but it is IMO the way the transaction should have been handled. Happy it worked out for you.

Date Posted: 11/17/2008 8:53 PM ET
Member Since: 1/29/2006
Posts: 54,837
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At least one problem with this situation, no matter *how* it is worded, is determining when an item was mailed.  We all know postmarks are not concrete evidence, neither are those APC postage stickers.  Only metered USPS stickers  tell you when and item was really handed off, but people will use all of the above (and others I'm sure I haven't thought about) to make the determination.  Well, and, at the risk of having unpleasant thoughts...one could just lie and say there was a late postmark on it, couldn't they?  Late mailings are annoying and rude, but PBS *does* recommend waiting 2 weeks before re-ordering.  They do that for a reason. 

I've had things travel at seemingly impossible speed across the country and I've had a book take over 2 weeks to go 100 miles.  I had one book take over months, literally!, to get from CA to TX......and I mailed on time.

I'm sorry, but wanting the credit back for a postable book just because it was late smacks of wanting something for nothing.  As Mary said, the other member is out the book and postage and now the credit, too. 

Date Posted: 11/17/2008 9:16 PM ET
Member Since: 7/31/2007
Posts: 2,690
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I have to agree with Beth L.  and I'm also surprised & a tad disappointed with the PBS Team for getting involved in this and "making" the other person give the credit back.

Date Posted: 11/17/2008 11:19 PM ET
Member Since: 8/9/2007
Posts: 4,058
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"The message that I posted above that I sent was when I was marking the book recieved via the transaction information.  This was a book on my wish list, so when it was considered lost in the mail I did go back into the wish list in the first position due to not having received the book.  If I did not request that second book I thought I would have lost out on the book due to never having received the first one and having received no contact from the first person I had no idea the book hadn't been mailed until 11/7.  I feel bad for her, but feel I shouldn't be out 2 credits due to her not being considerate enough to have any contact with me during those 26 days.  Yes, I do now have 2 books (when/if the 2nd one gets here) but she mailed late and wasn't kind enough to have any discussion with me during those 3+ weeks."

So you got an automated WL offer, FIFO for the second book?  That's probably why they refunded the credit.

Date Posted: 11/18/2008 8:48 AM ET
Member Since: 8/23/2007
Posts: 26,510
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If the other person had mailed the book on time PBS would not have given the credit back.  They would have told the recipient to post the 2nd book.  But because it was mailed so late, the sender knew it would have to go lost.  All hey had to do was send a PM and let her know that the book was going to be late.  She could have put her account on hold for a bit to keep her place in WL line w/o havign to turn down.  It does seem unfair to the sender because now they are out the book and the credit. But a simple PM could have prevented this from happening.