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Topic: How long should I wait for response to credit return request?

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Subject: How long should I wait for response to credit return request?
Date Posted: 2/23/2012 1:39 PM ET
Member Since: 1/3/2009
Posts: 866
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I ordered 2 books from a member and when I received them, 1 of them was unpostable. It had come apart, all the way to the paper of the spine. There may be pages missing. I can't tell, because it's a section with pictures and the pages aren't numbered. I marked it RWAP and the response from the member was that she felt it was postable. I messaged her back and copied the reference to the rule about no seperation inside or outside the book and, again, requesting my credit back. It's been over 24 hours and I haven't had a response. How long should I wait before I do anything else?

Intrestingly, this member never posts in the forums and doesn't even have a profile. I find that, if I'm going to have a problem, it's going to be with this type of member the majority of the time.

Date Posted: 2/23/2012 1:43 PM ET
Member Since: 8/15/2007
Posts: 3,044
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I'd probably wait one more day (or more depending on her response time before, but probably no more than another 2 days) then send a PM saying I'd be marking it unresolved, resulting in the double black mark on her account, if she doesn't respond in 24 hours. That way there is a timeline for you to take final action and the sender is aware as well.

Date Posted: 2/23/2012 1:55 PM ET
Member Since: 1/17/2009
Posts: 9,916
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You should actually be waiting about 5 days for a response to your PM. Many members don't come online every day, so 24 hours is not long enough. She has already stated that she thinks the book is postable, so you might try one more PM in a few days, give it another few days, and then just mark it Unresolved.

Intrestingly, this member never posts in the forums and doesn't even have a profile. I find that, if I'm going to have a problem, it's going to be with this type of member the majority of the time.

That's most members. So, yup, probably most problems too. Only a very small percentage of members post in the forums. Very small.

Date Posted: 2/23/2012 1:59 PM ET
Member Since: 1/3/2009
Posts: 866
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Since she responded in the middle of the day yesterday, I figured she'd be able to do so today. Guess I'll just mark it unresolved tomorrow if I don't hear from her. She was pretty dismissive in her PM. And to think I helped her out by ordering 2 books and saving her postage. angry wink

Date Posted: 2/23/2012 2:18 PM ET
Member Since: 8/19/2007
Posts: 4,286
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Glenda - there is information in the Help section on how long you should wait for a response, (in one place it says they can take up to 5 days and in another 7 days to respond).  Then you should send informtion to TPTB at PBS letting them know that the other person was unresponsive,  TPTB will send the sender a PM.  Then you wait two more days and if the sender is still unresponsive you then mark it unresolved.  Usually, when someone gets a message from TPTB they answer promptly.  Good luck. Pat

Date Posted: 2/23/2012 2:57 PM ET
Member Since: 1/3/2009
Posts: 866
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*sigh* So I guess I'll be more patient. I'm just afraid I'll forget to deal with it. I'm not desperate for a credit so much as wanting the right thing done. I get tired of excuses for knowingly posting unpostable books. "It's an old book." Well, yes, but I wasn't complaint about the cover wear or the yellowed pages. I have much older, thicker books that aren't coming apart at the spine. I just wish I could send a picture and say, "See??" So anyway. I'll wait a while.
Date Posted: 2/23/2012 3:04 PM ET
Member Since: 12/28/2006
Posts: 14,177
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The 5 to 7 days sounds familiar.  And remember to check your credit archive before marking the transaction 'unresolved' - some members just refund the credit without responding.

Date Posted: 2/23/2012 3:13 PM ET
Member Since: 9/2/2010
Posts: 39
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If the person has already responded the first time can you still go to TPTB if they do not respond to a second pm?  Or if they have responded at least once you are just left with marking it unresolved???

Date Posted: 2/23/2012 4:11 PM ET
Member Since: 7/28/2006
Posts: 4,982
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Intrestingly, this member never posts in the forums and doesn't even have a profile. I find that, if I'm going to have a problem, it's going to be with this type of member the majority of the time.

I've had 5 RWAP transactions in my 5+ years here.  3 of them were damaged by USPS and 2 of those senders were really nice and refunded my credit even though they didn't have to.  Neither had public profiles/forum posts. 

I've had 2 damaged by senders, both were really nasty in response the RWAP.  Both of them had public profiles, and while not frequent forum posters, they have posted here a few times. 

Go figure...

Date Posted: 2/23/2012 6:38 PM ET
Member Since: 1/17/2009
Posts: 9,916
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If the person has already responded the first time can you still go to TPTB if they do not respond to a second pm?  Or if they have responded at least once you are just left with marking it unresolved???

My feeling on that one is that if they have responded to the initial PM and addressed the problem somehow, even if it is to state that they believe the book was postable ... then it is not appropriate to mark them as a non-responder.

You can continue to contact the member, but I am not sure they are required to respond anymore if they have already responded at least once.

That is a good question for clarification from TPTB on.

Date Posted: 2/23/2012 7:10 PM ET
Member Since: 1/3/2009
Posts: 866
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I didn't know you could mark them as a non-responder. I really didn't know what the options were. I've never had anything go this far. I just new that I could check it as unresolved. It just boggles my mind how they could really think this book was ok to post. If it really was an iffy call, I'd probably just let it go.

 

Date Posted: 2/23/2012 10:18 PM ET
Member Since: 8/15/2007
Posts: 3,044
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You should actually be waiting about 5 days for a response to your PM. Many members don't come online every day, so 24 hours is not long enough. She has already stated that she thinks the book is postable, so you might try one more PM in a few days, give it another few days, and then just mark it Unresolved.

I think 24 hours is enough. She said the member already responded to her initial RWAP PM. Now she's giving her another 2 days to respond to the follow up, then (if she takes my suggestion) sending a third PM to give deadline of 24 hours. I think that's good enough.

If this was her first RWAP PM to the sender, I'd say definitely wait the 5 days, then mark as non-responder, etc. However, it isn't the first PM.

Edited for clarity.



Last Edited on: 2/23/12 10:20 PM ET - Total times edited: 2
Date Posted: 2/25/2012 12:40 PM ET
Member Since: 4/28/2009
Posts: 9,724
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We have lots of low income or senior members here who don't even have computer access at home so they use the free internet at the library--- since they only go to library every few days, 24 hour response is NOT a reasonable expectation.   And consider that not everyone has computer access at work either, nor is everyone  allowed to use a work computer for personal  or pleasure reasons.

Date Posted: 2/25/2012 8:51 PM ET
Member Since: 8/26/2006
Posts: 9,337
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I agree -- 5 to 7 days.  Many people only get on here once a week at the library.