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Topic: Help needed with an honest mistake

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Subject: Help needed with an honest mistake
Date Posted: 1/16/2010 3:54 PM ET
Member Since: 11/30/2007
Posts: 4,970
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I just received a pm from a member who accidentally marked a book I sent her as received. It's on its way, but she hasn't received it yet. It's not late or anything, as I just sent it on Tuesday. Now what should we do?



Last Edited on: 1/16/10 3:54 PM ET - Total times edited: 1
Date Posted: 1/16/2010 3:57 PM ET
Member Since: 8/18/2005
Posts: 7,977
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I'd just wait and see if it arrives in time. If she gets the book okay, before it goes lost, then no problem. If she doesn't like if for some reason she'll just have to PM you about it.

I'd just keep a credit in reserve, since you now have this one, in case she has a complaint. But even then you don't have to refund a credit if you don't think the complaint is valid.

Date Posted: 1/16/2010 4:48 PM ET
Member Since: 12/28/2006
Posts: 14,177
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Just wait and see, most likely the book will arrive just fine.

Date Posted: 1/16/2010 4:51 PM ET
Member Since: 5/14/2009
Posts: 6,852
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We all know you use DC :)  because of Cranky Pants.  I would let the the requester know they can track the package via DC, they know it was sent and is on its way.   If it doesn't arrive, to let you know and you will discuss options then.  There isn't any way for her to mark it received when she receives the book and if you buddy the credit back - it is up to her to give you a credit or not.   As Cindy said, keep the credit in reserve, let the requester know you will do that in good faith. 

I would not return the credit at this point.  JMO

Date Posted: 1/16/2010 5:52 PM ET
Member Since: 7/31/2007
Posts: 2,690
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Ahhh, but then there is the issue...what if the book doesn't arrive?  Connie used DC so has credit assurance and had this requestor not made this error then PBS would be the one returning her credit not Connie because due to DC Connie would keep her credit.  So, in that scenario who takes the loss now.

Date Posted: 1/16/2010 6:16 PM ET
Member Since: 11/30/2007
Posts: 4,970
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Wow, Christy, that is a good question! I hope it doesn't go lost. I asked her to let me know when it arrives for real!

Date Posted: 1/16/2010 6:19 PM ET
Member Since: 8/18/2005
Posts: 7,977
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Connie used DC so has credit assurance and had this requestor not made this error then PBS would be the one returning her credit not Connie because due to DC Connie would keep her credit.  So, in that scenario who takes the loss now.

My first thought is that the credit loss goes to the receiver.

They made the mistake of marking it received when it wasn't. It sucks, but sometimes you really pay for those little mistakes. Connie didn't do anything wrong, so it shouldn't be her problem at that point.

 

 

Cathy A. (Cathy) - ,
Date Posted: 1/16/2010 10:12 PM ET
Member Since: 12/27/2005
Posts: 4,132
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Wait until 26 days after the book was mailed. If it hasn't arrived by then, the requestor should write to PBS using the Contact Us link and explain that she accidentally marked the book received but now it is lost and the sender can't refund her credit because she used DC. Ask them if they will refund the credit in this case. They are usually pretty understanding about simple mistakes.

Date Posted: 1/18/2010 9:02 PM ET
Member Since: 8/31/2008
Posts: 2,608
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But chances are, the book will not go lost.  Very few books are declared lost.

Date Posted: 1/18/2010 9:45 PM ET
Member Since: 7/23/2006
Posts: 15,930
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Actually, I'm pretty sure once you mark it received, that's it.  Hopefully she'll get it just fine (and odds are she will).

Date Posted: 1/19/2010 9:49 AM ET
Member Since: 6/21/2007
Posts: 2,015
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Last Edited on: 2/3/15 6:30 PM ET - Total times edited: 1