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Topic: How should I handle this Situation?

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Subject: How should I handle this Situation?
Date Posted: 9/3/2012 1:45 PM ET
Member Since: 9/22/2011
Posts: 3
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I recieved a book that had water damage and writing throughout the book. I told the sender about it and their response was:

Sorry to hear about the book. If you want, you can return it and I can reimburse your credit. I check books and make sure I tell the receiver the exact condition of the book before I ship it to them if it does not meet the requirements. Let me know what you wish to do.

How should I handle this? She never told me the condition of the book before sending it. I don't feel like I should have to pay to return a book that did not meet Paperback Swap's swapping rules. Thank you for any information regarding this issue. 

Date Posted: 9/3/2012 2:41 PM ET
Member Since: 2/20/2009
Posts: 19
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First of all, if you haven't already, you need to mark the transaction 'received with a problem'.

If she wants you to send the book back to her, she needs to reimburse you 2 credits, one to cover the credit you used when you requested the book and one to cover the cost to mail it back to her.

It seems to me by her response that she knows she sent a book that was unpostable per PBS guidelines. I would be tempted to turn her in to TPTB, especially if she gets snippy.

Also, make sure that any time you correspond with her about the transaction that you do so through PM's. This way you have a record of what each of you said.

I hope you get this resolved.

Vanessa

Date Posted: 9/3/2012 2:42 PM ET
Member Since: 7/29/2005
Posts: 641
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I would respond...

"Dear swapper,

 I did not receive any communication from you regarding the damage to this book.  The book is not postable according to PBS guidelines, due to the water damage and writing throughout, and I therefore, respectfully restate my desire for a refund of my credit. 

If I do not hear from you by 9:00 AM September 11, 2012 I will consider the matter unresolved and inform administration that you refused to return the credit. 

If you wish to have the book returned please refund TWO credits, or 1 credit and appropriate postage, and I will ship the damaged book back to you ASAP. 

Thanks in advance,

Your name"

Edited to add: DEFINITELY mark that as received with a problem today, if you haven't all ready. 



Last Edited on: 9/3/12 2:43 PM ET - Total times edited: 1
Date Posted: 9/3/2012 2:52 PM ET
Member Since: 9/22/2011
Posts: 3
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Thank you both for your quick response and guidance. I did mark the book as received with a problem the day I got it. 

 

This was her response:

 

"Please excuse my mistake in that part. It may be that I failed to check the book before sending. However, many members on PBS do not care if books do not follow guidelines as long as they are legible and have been informed of the condition. Seeing as this is not the case here, I will gladly refund all credit used in receiving the book as well as sending it back upon the ARRIVAL of the book."



Last Edited on: 9/3/12 6:28 PM ET - Total times edited: 1
Date Posted: 9/3/2012 7:26 PM ET
Member Since: 8/16/2007
Posts: 15,186
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Send her to this document in the Help Center. Other members not caring to follow the rules of the site do no require you to also ignore them.

A requestor says there is a problem with a book I sent!

If a book you sent was marked received with a problem, you will receive an email from PBS notifying you of this, and including a message from the receiver of the book. The information below will help you sort out what the different problem categories are, and also help you resolve the problem swap.

Basically, if you get an email saying that a book you sent was marked received with a problem, you should:

  • Read the information in the email to understand what the problem was (and consult the information below if necessary to decide if this was indeed a problem swap).
  • Reply to the requestor promptly, offering resolution if there was a problem OR politely disputing the problem.
    • You can reply from the link in the email, or directly from your Personal Message center - a copy of the "problem" message will have been sent to you as a Personal Message.
    • You can refund credit from the swap in your Transaction Archive (click Request Details on the swap in your Transaction Archive to see the Refund button - detailed instructions are in How do I refund credit(s) to another member?)
    • If you dispute the nature of the problem: you should be sure to write your PM response to the requestor by using the link in the email you received, or by clicking the PM button on the swap in your Transaction Archive. This will record your response on the transaction and if your account is ever reviewed for problem swapping, this information will be there to explain what happened in this swap.
    • If you are not sure about whether you dispute the described problem, you can ask the requestor to take digital photos of the book - she or he can upload them to a free photo-hosting site and send you a link OR send you the digital images as email attachments if you give him or her your email address.
  • Remember that the requestor is not required to send a problem book back at his or her expense. The sender of a problem book does risk losing credit, book and postage; this is the incentive not to send problem books.
    • If you want a problem book back you can provide a stamped, self-addressed envelope to the requestor by snail mail (or you can give the requestor an extra Book Credit to compensate for postage, if both of you agree on that).
    • Refund and postage compensation must be completed first - before the requestor returns the book (= it is not OK to wait to refund credit until getting a problem book back in the mail, or to expect the requestor to send the book back before getting postage compensation as described above).

You do need to reply to the requestor if you get a report of a problem swap, and resolve the problem if there was one. Because the requestor can provide follow-up on how the problem was handled, resolving the problem will greatly reduce the effect of a problem swap on your account record. Unresolved problems (or not Responding to PMs about a problem swap) will more seriously affect your account record, if a pattern of this accumulates on your account. Remember that one problem swap will not harm your account, even if it is marked as unresolved by the requestor who gives follow-up on how you handled the problem.

If you don't respond to the requestor about the problem within a week, we may step in - although we cannot assess the truth of a situation, if one member is refusing to communicate with the other, that member may be judged as "in the wrong" for this reason and non-response will be taken as admission of fault on the part of the sender. Courtesy is important! We know a problem swap can be frustrating, but it is important for both members to remain courteous during the process of discussing/resolving the problem.

Date Posted: 9/3/2012 7:28 PM ET
Member Since: 8/16/2007
Posts: 15,186
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If she continues to refuse to make it right, you will probably end up just marking unresolved, but I think that her obvious disregard for the rules (repeatedly it appears) should be sent to the Team so that they can look at her account and she if she pulls this stunt often.

Date Posted: 9/3/2012 7:45 PM ET
Member Since: 12/31/2009
Posts: 3,995
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In her PM to you, she admitted that she sends out unpostable books. At this point, I believe that the admins will get involved if you PM them, explain the problem, and include a copy of your corespondence with the other member. If you send her a copy of the guidelines that Melanie posted, and she still gives you a hard time about it, I'd just stop bothering with her and ask the higher-ups to set her straight.

Date Posted: 9/3/2012 7:45 PM ET
Member Since: 7/29/2005
Posts: 641
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I just do not get people who admit they are wrong and then hold firm in their position that it's OK because no one else complains... You may end up out a credit, but this is what I would do... "Dear what's-her-name, Thanks for responding so quickly. After further review ofnthebhelp documents, I hold firm in my position that this book was not postable. I would appreciate the refund of my credit prior to negotiating the return of the book. Please reply by (date). Thanks, Your name
Date Posted: 9/3/2012 7:48 PM ET
Member Since: 7/29/2005
Posts: 641
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Sorry funky iPad formatting issues. I also think that if she doesn't refund the credit pretty quickly, you should mark the transaction unresolved and forward the message exchange to the site.
Date Posted: 9/3/2012 8:08 PM ET
Member Since: 12/28/2006
Posts: 14,171
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What Melanie said yes  and the other good advice.

Your sender seems to have no regard for the swappability guidelines.  If she doesn't make good pronto, consider submitting the matter to PBS admin.

Barb S. (okbye) - ,
Date Posted: 9/3/2012 8:41 PM ET
Member Since: 3/14/2011
Posts: 5,767
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Definitely send her the appropriate rules showing what her responsibility is, she needs to refund your credit/s before you send the book back. And I would also point out to her that there is a place in the book bazaar forum to list unpostable books, it is not acceptable to send them through the system the way she is doing. 

Date Posted: 9/4/2012 7:16 PM ET
Member Since: 7/5/2007
Posts: 2,141
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This is the point where I would mark it unresolved and drop it.  You've already told her what the PBS rules say, she already admits that she doesn't really care what the rules say.  The credit is a lost cause. 

I don't know if PBS will get involved.  The last time I tried to bring someone to their attention I received a Sternly Worded Letter.

Eventually her record will catch up to her.

Date Posted: 9/5/2012 9:48 AM ET
Member Since: 9/22/2011
Posts: 3
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She did refund my credit today after I let her know about the rules for returning a book. She sent me this last bit of correspondence.

"My apologies, Breanna. I did not go through the rules and regulations so meticulously as you clearly have. I will refund your book credit. I will save you the trouble of sending the book back, as well. No further communication with me is needed. Best of luck in life."

Wow! I have never had anything like this go on before. I am just glad that it is over. I just added a RC stating that I only want books that meet the PBS guidelines of eligibility for book swapping. 

Thank you all for your advice in this situation. I had no idea how to handle it since I had never dealt with anything like this. Thank you again. 

Barb S. (okbye) - ,
Date Posted: 9/5/2012 10:02 AM ET
Member Since: 3/14/2011
Posts: 5,767
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Sounds like she has a stick stuck somewhere it shouldn't be. Be glad you don't and move on.

Your RC is likely to open a whole new kettle of fish though, see current thread in this forum. http://www.paperbackswap.com/Frustrated/topic/268660/

 



Last Edited on: 9/5/12 10:03 AM ET - Total times edited: 1
Date Posted: 9/5/2012 11:06 AM ET
Member Since: 8/16/2007
Posts: 15,186
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My apologies, Breanna. I did not go through the rules and regulations so meticulously as you clearly have

Hahaha. I LOVE insults like this. My mental response is "well maybe you should have went over the rules a little better and you wouldn't be sending out unpostable books!" Trying to get the last word in just makes then look silly.

Date Posted: 9/5/2012 11:13 AM ET
Member Since: 10/24/2008
Posts: 1,383
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I'm sorry this happened to you Breanna.

This past weekend I received a book that had some liquid damage and sent in a RWAP and asked for my credit back. The sender read the message, but hasn't responded to the RWAP yet. No hurry, I'll just wait a week or so and if they haven't done anything, I'll just mark it unresolved.

Date Posted: 9/5/2012 12:45 PM ET
Member Since: 10/23/2005
Posts: 7,719
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Dear Breanna,

Thank you for being meticulous. And not being like Ms. ridiculous. I for one am very glad the book wasnt pediculous! wink

Cheryl 

Date Posted: 9/5/2012 2:54 PM ET
Member Since: 8/23/2007
Posts: 26,510
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This person is why it's important to mark books RWP when they are clearly unpostable. When you don't or accept a book when they guilt you with a PM: you just encourage them to send out more bad books.

 

("you" is a general you not the OP).

Date Posted: 9/5/2012 4:45 PM ET
Member Since: 4/29/2009
Posts: 7,892
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Hang in there, Breanna.  She is in the wrong, not you. 

Date Posted: 9/5/2012 8:02 PM ET
Member Since: 9/25/2008
Posts: 3,670
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I'm glad you received your credit back! The sender didn't like being called out on the bad book and are the rudest to deal with. The sender likely has gotten away with sending bad books in the past.   

Date Posted: 9/5/2012 9:38 PM ET
Member Since: 8/26/2006
Posts: 9,327
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Amber said: <em.I'll just wait a week or so and if they haven't done anything, I'll just mark it unresolved</em>

Also, if the sender doesn't respond in a week, the Admin Team will be happy to get involved if you send them Feedback.  They will step in if someone isn't communicating about a problem swap.

Date Posted: 9/5/2012 10:03 PM ET
Member Since: 10/24/2008
Posts: 1,383
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Thank you Patty. I'll send a message to the Admin Team if the sender hasn't responded by next week or so. I was looking at the instructions for the RWAP and it says that they need to respond to the RWAP.

Date Posted: 9/6/2012 12:57 AM ET
Member Since: 12/28/2006
Posts: 14,171
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Well, silly you Breanna for actually reading the rules *snicker* - OTOH, the rest of us appreaciate members who understand and follow the guidelines!

Amber, yes PBS admin highly encourages responding to RWAP's.  You may or may not reach an agreement, but ignoring the situation (not responding) is usually taken as admission of guilt if TPTB are notified.

Date Posted: 9/6/2012 10:30 AM ET
Member Since: 6/24/2012
Posts: 1,482
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Breanna,

It looks like everyone here has offered some really good advice. If you want to know what I would do (and I assure you, you don't), read on.  I would look at the return address on the package and promptly book a flight. I would go to the sender's home and knock on the door. When they answered the door, I would smile and drop a gauntlet on their doorstep. 

If you don't want to do that, then I think you should scroll up and find the person with the most icons after their name (like Melanie) and do whatever they say. I don't know what most of those things mean, but I don't think they get them for not knowing what's going on around here, if you catch my drift. wink