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Topic: How do I get credit for the wrong book received?

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Subject: How do I get credit for the wrong book received?
Date Posted: 11/17/2009 2:47 PM ET
Member Since: 8/22/2009
Posts: 2
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I received a cookbook annual that was for the wrong year.   I already had the year she sent.   She admitted it was her mistake but said she could not refund my credit because she did not have any credits.   I have already marked this as an unresolved problem.   Does PBS issue me a credit or am I just out of luck?

Thanks

Meg

Date Posted: 11/17/2009 3:12 PM ET
Member Since: 12/28/2006
Posts: 14,177
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Don't think there's a way to force the issue, but the unresolved RWAP remains on the other member's account.  She may refund later when a credit is available?

Somebody help me out here, but in the future...if you receive the incorrect book, I don't think you're obligated to mark it received at all.  If you order book A, but receive book B, do not mark book A received b/c you actually haven't received book A.  PM the problem and if the sending member doesn't correct the situation, the transaction will eventually time out, your credit will be returned, and you will be returned to the front of the wishlist.  IIRC PBS advises this method for the situation??

Date Posted: 11/17/2009 3:19 PM ET
Member Since: 4/30/2007
Posts: 2,728
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Denise is right- if you receive the wrong book, you should not mark it received, because you did not receive the book you ordered.  Too late now for the OP unfortunately.  The RWAP- Wrong Book is for if you receive the wrong version of a book you ordered, such as a paperback when you ordered a hardback, or otherwise the wrong ISBN.

Date Posted: 11/17/2009 3:32 PM ET
Member Since: 8/22/2009
Posts: 2
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Thanks for the good advice.   I will do that in the future.  (well hopefully it will not happen again)

Date Posted: 11/18/2009 1:14 PM ET
Member Since: 10/22/2009
Posts: 1,452
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Also, the sender could buy a credit from the kiosk and send that credit to you.  Don't know if anyone would be willing to sell just one credit in the Book Bazaar.

Date Posted: 11/18/2009 4:07 PM ET
Member Since: 9/21/2006
Posts: 2,800
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use the contact us button at the bottom of the page and tell them you hit the wrong button.  They can then give you the credit from the others acct. leaving them with a negative balance.

Date Posted: 11/18/2009 4:51 PM ET
Member Since: 8/26/2006
Posts: 9,337
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Just to clarify, you did the right thing in marking the book "Received with a problem: wrong book."

Here's some info pasted from the help doc titled: "There's a problem with a book I received!"

 

The "official" problem options are:

  • Wrong Book...
  • This includes the wrong versions of books (ie, the ISBN, title, author or booktype of the book you received doesn't match the PBS listing of the book you requested)

Yours was the wrong version of a book you requested.  (The sender didn't accidentally switch wrappers and mail you Marcy's First Christmas when you ordered Finnegan's Wake.)  The title was wrong (wrong date) or perhaps the ISBN was wrong.

Earlier in the help doc is says:

Books that arrive with one of the "official" problems listed above (Wrong book/inappropriate item ie ARC, Damaged, Damaged by USPS, Requestor Conditions Violation) need to be marked "Received, but with a problem" from the En Route to Me tab in My Account.

(I believe other people posting are thinking of another statement in the help doc, which talks about what do to if someone mailed you a book intended for someone else.  It says

If you receive a book you did not request at all (totally wrong title), please see I received a book I didn't request! for instructions."

And that can generally be dealt with with a series of PMs -- the person who received your book mails it to you, you mail their book to her, and the sender compensates you for the postage.  But that's not your situation.)


In your case, you would mark the book "wrong book" and then would talk to the sender about getting your credit back.  Generally it's a good idea to wait until there's no hope of recovering the credit before you submit the follow-up that the problem was not resolved by the sender, since you can't undo that.

 

I'll PM you about your current options.

Date Posted: 11/18/2009 8:47 PM ET
Member Since: 4/25/2007
Posts: 11,539
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I wouldn't consider this the wrong version of the requested book, I would consider it the totally wrong book.

They shouldn't get a credit just because they sent you something if what they sent is completely wrong.  What the OP received isn't the wrong VERSION of what she ordered, it's the wrong book entirely.

Date Posted: 11/18/2009 9:17 PM ET
Member Since: 5/3/2006
Posts: 226
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Why does the sender not have a credit.  Unless she used DC she would not get a credit until the book had been marked received.

Date Posted: 11/18/2009 11:27 PM ET
Member Since: 8/16/2007
Posts: 15,200
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This is always on that I have a hard time determining is it the wrong version or is it the wrong book. From a situation I had, I believe the site would classify it as a wrong book, not just the wrong version.

I had a WL granted for #2 in a set of books, but received #3. I was pretty sure that the sender had mixed up 2 orders (because I was supposed to get 2 books and only got one), but couldn't know for certain and the sender kept changing his mind (depending on how he thought he'd get the credits it seemed).  I waffled because, on one hand I was pretty certain he mixed up mailings, but on the other I received a book by the correct author, just #3 instead of #2 and that seemed like a wrong version if he never had #2 and posted #3 incorrectly.  Their answer to me might have been different because they could tell for certain that there were two mixed up requests, but it seems to be a better explanation on how to determine if you mark it received (wrong version) or not (wrong book).

This is TPBSTs response to me:

You should not mark either of the books you requested received, since you didn't get either of them.  This falls into the "I received a book I didn't request" category (which is not the same as receiving the wrong VERSION of a book).  If the wrong VERSION of a book is received, it was probably misposted and it is unlikely that the sender ever had the correct book, and so will not be able to retrieve the correct book; so that is when you mark RWAP and choose "wrong book" and request a refund. 

If the wrong TITLE/AUTHOR is received, you don't mark anything received - this is because the sender probably DID have the correct book and either put the wrong book into the wrapper or mixed up 2 requets, and in this case there is still a chance of you getting the book you requested - the sender can fix the problem as described in the Help doc "I sent a book to the wrong person" in the Help Center.

The Help doc "I received a book I didn't request" in the Help Center offers guidance on this situation.

I now look at the question "Did I receive the book I requested?" - If the answer is no, then its the wrong book, don't mark it received. If the answer is yes, but its _____ is wrong, then it is wrong version, mark it RWP - wrong book. What's between the covers? Is it the right content there, just not the right edition/binding/etc? Then RWP. If I cannot find the content of the book I requested in there, then wrong book, don't mark anything.



Last Edited on: 11/18/09 11:27 PM ET - Total times edited: 1
Date Posted: 11/18/2009 11:47 PM ET
Member Since: 1/20/2009
Posts: 2,680
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The sender is either making an excuse to avoid returning the credit, or isn't aware of how things work. They could refund the credit using the button on the transaction in their transaction archive, regardless of whether they currently actually have a credit in their account. It would possibly leave them with a negative balance temporarily, if they indeed have no credits, but it would in fact refund you.

I do agree it should never have been marked received in the first place, but that's pretty much irrelevant now. Though, I would strongly recommend using Melanie's suggestion in the future. That's how I determine what to do as well, and it works great for making sure problems get handled the correct way.

Date Posted: 11/18/2009 11:47 PM ET
Member Since: 12/28/2006
Posts: 14,177
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I'd consider this the wrong book also. 

If a member received the hardback edition instead of the paperback edition of Romeo & Juliet, they can still read the identical story but the binding will not be the same as the matched set they are collecting.  But this is not the cookbook ordered by the op...either the sender picked up the wrong one to send, or she incorrectly posted by some other method than ISBN.  Because clearly, the recipes will not be the same in two different cookbooks and the receiver is not obligated to accept 'Cooking with Beef' if she ordered 'Vegetarian Delights'.  The fact that both cookbooks may belong to the same series, does not in my opinion make them a different edition of the same book. 

My two cents :-)

ETA - good info about credit returns.



Last Edited on: 11/18/09 11:49 PM ET - Total times edited: 1
Date Posted: 11/19/2009 1:39 AM ET
Member Since: 11/14/2005
Posts: 6,421
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Wendy, just so you know, using the Contact Us link won't do any good, it doesn't matter if you hit the wrong button or not, if the receiver won't return the credit, PBS will not take it out of her account nor contact her even. They do not get involved in individual credit disputes.

Meg, as for her not having any, she obviously spent it as quick as she got it, but I would write her and tell her that it is not your fault that she spent the credit, since you are due the credit, you expect her to do the right thing and go to the KIOSK and buy a credit to return to you.

Also, in the future, do not mark a transaction as unresolved until you have exhausted all avenues and conversational tactics to get them to return the credit. You HAD the option of warning her that an unresolved transaction counts double against her account, but now, it already does, so there's nothing you can use for leverage. You can try again to get her to give it back to you, ask her to buy it, or owe it to you and give you the next credit she receives instead of buying a book with it, since rightfully it is yours.

Good luck is the best you have right now. Hopefully her conscience will get the better of her if you write her again, just right :)



Last Edited on: 11/19/09 1:40 AM ET - Total times edited: 1