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Topic: How long before I contact TPTB?

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Subject: How long before I contact TPTB?
Date Posted: 12/7/2010 1:02 PM ET
Member Since: 2/25/2010
Posts: 388
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I received a book a couple of days ago that had liquid spilled on it, possibly coffee.  I contacted the sender and politely asked for my credit back.  I had actually hoped to give the book to my daughter for Christmas.  She's 11 and wouldn't mind a used book but I don't want to with coffee spilled on it.  I haven't heard back from the sender yet.  I know it's a busy time.  How long do you think I should wait before I contact TPTB?  Or should I try to contact the sender again?


Thanks in advance.

Date Posted: 12/7/2010 1:17 PM ET
Member Since: 4/5/2010
Posts: 2,102
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You may never get it back. I have eaten about 4 credits. I been called a lier and other things when they know they send something that was not right.

Date Posted: 12/7/2010 1:22 PM ET
Member Since: 5/15/2005
Posts: 1,328
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It the other member doesn't respond within 7 days (I'm pretty sure that's how long pbs suggests to wait), you can go back into the transaction and indicate that there was no response. Pbs will contact the other member and let them know a response is required. They won't necessarily require them to return your credit but they will let them know that a response is required.

Last Edited on: 12/7/10 1:23 PM ET - Total times edited: 1
Date Posted: 12/7/2010 1:25 PM ET
Member Since: 10/14/2010
Posts: 577
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Everything in the help docs points to exactly as they say (haven't dealt with one myself yet).  It should be noted that they specifically say not to contact TPTB.

Here is the full link.


Last Edited on: 12/7/10 1:26 PM ET - Total times edited: 1
Date Posted: 12/7/2010 1:39 PM ET
Member Since: 1/30/2009
Posts: 5,696
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It sometimes helps if you include a deadline in your initial email.  This is the language I use:

Hi, there - Thank you for sending [title of book], but unfortunately [state problem here]. As I will not be able to repost this book, I would appreciate it if you could return my credit within a week so that I can mark this transaction resolved. If you would like me to post pictures of the damage I would be happy to do so. Thanks so much.

I've had a smattering of RWAPs since I've joined, and I've very rarely had any sort of problem.  Whenever I've requested my credit back, I've received it, with (I think) one exception.  If you don't hear back after a week or so, mark the transaction appropriately, i.e. they did not respond to PM.  Do give them a little time, though.  Not everyone checks their account every day.  And I really advocate remaining calm and non-accusitory (not that you haven't!  I just think it bears repeating.).

Last Edited on: 12/7/10 1:39 PM ET - Total times edited: 1
Date Posted: 12/7/2010 2:53 PM ET
Member Since: 7/19/2008
Posts: 15,485
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I omit the line about reposting.  But basically do the same.  I give a deadline.  When that deadline rolls around, I mark the RWAP as unresolved.  PBS takes unresolved RWAP very seriously,  They are even more serious about folks who do not respond at all.

That said, do check your credit registry before marking it unresolved.  Some folks give back a credit without any comment.  And I'd give more time because of the upcoming holidays and the weather.   Folks may not be online.

Last Edited on: 12/7/10 5:02 PM ET - Total times edited: 1
Date Posted: 12/7/2010 3:28 PM ET
Member Since: 12/9/2007
Posts: 9,601
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I think that in the case of rudeness or abuseive language in a PM from a member you should let the PBS team know because it is not allowed whether or not you want your credit back.  Ignoring that kind of thing allows it to continue.  If they just say you are lying - I don't know that that is rude or abusive under the rules.  But I might inquire about it any way.


Date Posted: 12/7/2010 3:36 PM ET
Member Since: 8/16/2007
Posts: 15,225
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Here is the timeline from the Help Center doc There is a problem with a book I received!

If the sender does not respond to your PM within 5 days, submit this information in follow-up from the transaction archive.  This will send an email to the sender, prompting him or her to log in and deal with this problem swap.  If the sender does not respond to that email within 2 days (a total of 1 week since your original PM), contact us.  Failure to respond in an active account is considered admission of fault.

Last Edited on: 12/7/10 3:36 PM ET - Total times edited: 1
Date Posted: 12/7/2010 4:48 PM ET
Member Since: 2/25/2010
Posts: 388
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You know, I didn't keep track of the credits.  I wouldn't know if she gave me back my credit unless she told me.  *sigh*   I'll probably eat this one but...it's ok. 


I'll give her a couple of more days and then send another private message.


Thanks for the advice everyone.  It helps.

Date Posted: 12/7/2010 5:01 PM ET
Member Since: 7/19/2008
Posts: 15,485
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You will see the credit labeled as a refund.  Or a gift.  The credit registry explains each transaction so you do not need to know how many you had.

Date Posted: 12/7/2010 8:31 PM ET
Member Since: 2/25/2010
Posts: 388
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Emily, thank you!!  I didn't know that. 

Date Posted: 12/7/2010 10:02 PM ET
Member Since: 8/26/2006
Posts: 9,354
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What Melanie said -- if you don't hear back in 5 days, feel free to contact the PBS Team.  They don't get involved in sorting out problem swaps, but if a member isn't communicating, they'll step right in.

Date Posted: 12/8/2010 12:18 AM ET
Member Since: 7/7/2007
Posts: 4,815
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Apologies if this is too basic, but because I didn't see it mentioned ... if you want your credit refunded, you need to be sure to ask the member to refund it -- don't just assume that because you marked the transaction with a problem that they will know that is what you want.  If it is a new member or someone who has never had a problem before, they may not know what to do.  Also, members will sometimes just refund the credit without writing, so keep an eye on your credit registry as Emily suggested.

Good luck! ;-)