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Topic: Need a little help on a response to damage claim

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Subject: Need a little help on a response to damage claim
Date Posted: 12/9/2010 2:57 PM ET
Member Since: 11/10/2010
Posts: 654
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I just received a PM from someone who got 2 books from me.  They are saying that both books have rips in the covers and spine damage. To me, this sound like they are saying that I posted books I should not have (not that this is shipping damage)  They don't want to mark them as damaged since it would affect me in the system.  The big problem is these books are BRAND NEW.  Only myself and my SIL have read them, and we not the type to bend spines,etc.  Now I know this really becomes a "he said, she said"  but I am new here and this sounds fishy......     What is my next step or response?  I don't really want to just give credits away escecially for something that is not true.

Date Posted: 12/9/2010 3:06 PM ET
Member Since: 8/16/2007
Posts: 15,185
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If you know for a fact that the books were not damaged when you sent them, then I would respond and tell them that you know you shipped books that did not have any ripped covers or spine damage and ask it they are saying that the books were damaged by the USPS.  USPS damage does not require the return of a credit unless the packaging contributed to the problem.

Did you package them securely? Used enough packing tape and wrapping tight to the books, not floating loose in an envelope?

If you know you sent undamaged books and you know that your packaging wasn't to blame, then I would tell them that they should mark them received as they see fit, but you are not returning the credits because the damage they descibe was not on the books when you sent them and you are not responsible for USPS damage. One unresolved RWaP isn't going to hurt your account.

If there is any doubt that the damage could have been there, then my personal opinion is to return the credit if there is any chance that I might have missed it or been responsible for the damage.



Last Edited on: 12/9/10 10:26 PM ET - Total times edited: 1
Date Posted: 12/9/2010 3:14 PM ET
Member Since: 11/10/2010
Posts: 654
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Thanks Melanie,  That's what I was thinking while typing  but wanted to get another opinion.  I guess I was kind of shocked at the message.  I send my books wrapped and in USPS boxes that are covered with packing tape.  And the way I read the description of the "damage" it sounds as if they are saying I read the books so many times they were just worn apart!!  But I bought the whole series new from Borders and liked it enough to read once!   I am going to reply now and see.....

Date Posted: 12/9/2010 3:23 PM ET
Member Since: 12/23/2005
Posts: 3,001
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Remember, there are all kinds of people out in internet land.  Not all are honest.

Sounds like the member is trying to get her credits back without having an excess of RWAPs on her record.



Last Edited on: 12/11/10 4:27 PM ET - Total times edited: 1
Date Posted: 12/9/2010 3:33 PM ET
Member Since: 11/10/2010
Posts: 654
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LOL  yea.. I am online constantly and work with the public,  its one of the first things we teach employees how to handle   I guess you tend to forget until you run in to it and it really throws you off!!

Date Posted: 12/9/2010 3:57 PM ET
Member Since: 10/13/2007
Posts: 36,445
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If they wont mark you RWAP, and want credits back, I find that strange and would not do it.. Either they want the rules followed or they dont. 

To me it seems like they are trying to get around any official methods and using the "not reporting you" as a veiled threat..

I'd tell them to either mark them recieved or RWAP.

Only you can know the condition of the books sent and respond in kind.

Date Posted: 12/9/2010 5:58 PM ET
Member Since: 8/18/2005
Posts: 7,977
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Since you're sure of their condition, I'd tell them to do what they need to do, but that you won't be refunding the credits since you know for a fact the books were in very good shape when you sent them.

Then if they mark them RWAP, and ask for their credits, just repeat what you said here about the condition.

You shouldn't feel bullied over a couple of marks from the same person. If your account is ever looked at, your explination of the condition you sent them in will be there.

I do think that PMing you without having marked them RWAP first is strange. There's no real reason I can think of to do that. That's what RWAP is for.

Date Posted: 12/9/2010 6:17 PM ET
Member Since: 8/18/2008
Posts: 7,759
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I send my books wrapped and in USPS boxes that are covered with packing tape.

 

I really hope you don't mean priority mail boxes.  Priority mail boxes cannot be reused for mailing anything other than priority mail, so the receiver is likely to end up paying postage due for the difference in shipping costs.  If you are doing this, please stop or you will have postage due issues soon.

If you are not using priority mail boxes, please forgive the above, but it's always helpful to put it out there for anyone who doesn't already know.

As for your books, you could always ask the receiver for a picture of the books.  He/she may not send it, but if asked to prove the damage, sometimes a faker may back down.  However, it's possible that they were damaged in shipping, but if you sent them out as "very good" or better, then you do not owe them for the USPS's damage.

Hope that helps!

Date Posted: 12/9/2010 7:08 PM ET
Member Since: 12/28/2006
Posts: 14,167
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I agree with Melanie.  If you're sure the books were postable you are not obligated to return the credits.  Motives of the receiver could go either way.  Any chance she can post pics?

I was also curious about your mailing boxes Amy.  I reused Borders, B&N, and anything else I get my hands on (except priority). 

Date Posted: 12/9/2010 7:19 PM ET
Member Since: 11/10/2010
Posts: 654
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Thanks to all for re-affirming my thoughts!  I have replied explaining the condition I know I sent them in so we will see if they respond...   I am going to hold off on asking for a pic for now.  The books were delivered on the 6th and the pm was sent today and I am hoping to resolve this quick (almost regardless of outcome)  I have reading to do!!wink

The boxes are from work (we do ALOT of shipping) so what ever we get in book size I have been re-using.  Sometimes it is actually cheaper for me to ship a few priority than it is media so for those I use the small priority boxes.  

Date Posted: 12/9/2010 9:11 PM ET
Member Since: 8/30/2008
Posts: 2,207
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Just a thought, but could the receiver be confusing you with another member? It's easy to get confused when a number of books are received around the same time and someone else sent the iffy books.

Gail

Cathy A. (Cathy) - ,
Date Posted: 12/9/2010 9:41 PM ET
Member Since: 12/27/2005
Posts: 4,117
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The big problem is these books are BRAND NEW.  Only myself and my SIL have read them

It sounds like you are on the way to working out the problem, but I have to say I found the above part of your original post a little bit funny. If two people read the books, then they are definitely not brand new. A new book is one that has not been read. What you sent are used books -- lightly used, but used nonetheless.

Date Posted: 12/9/2010 9:55 PM ET
Member Since: 11/10/2010
Posts: 654
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heehee  no really i absorb the story by touching the cover, never opening cheeky  its a pretty neat party trick!   

Gail- I thought about that too and figured the short message I sent would clear it up if that was the issue,  but it was two books and they have not been marked as received yet.

Date Posted: 12/9/2010 10:46 PM ET
Member Since: 12/28/2006
Posts: 14,167
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LOL Amy, that is a nifty party trick.

Cool you can recycle packaging from work, so much of that stuff goes to landfills instead of recycling.  IIRC someone posted last year that she frequently found re-usable stuff in the post office recycle bins.

Date Posted: 12/10/2010 12:24 AM ET
Member Since: 1/17/2009
Posts: 9,662
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Well, first of all, if the other member has not marked the books received yet, then I would not negotiate with her.

The receiver is supposed to mark the books received somehow, either normally or with a problem. Before they contact you.

Unless you used DC to mail the books, you DID NOT even receive the credits for them yet .... so, in theory, you don't even have something to return to her yet. (unless, of course, you used DC).

Perhaps they don't want to mark you RWAP because they mark EVERYTHING RWAP? ... And PBS will kick them off if they continue. So, it could be a scam. They might do this to everybody who sends them a book .... and them maybe people refund their credits because the receiver is being "nice" by not reporting them RWAP, and in the meantime, they are getting the main benefit because they are escaping from PBS finding out that they are doing this to lots of members.

They could also be thinking that if you do not give them the 2 credits back, that they will let the books go "lost" and get PBS to refund their credits.

I would ask to see pictures. And, I would tell them I am not doing anything else until they mark the books received.



Last Edited on: 12/10/10 12:29 AM ET - Total times edited: 3
Date Posted: 12/10/2010 1:18 AM ET
Member Since: 11/10/2010
Posts: 654
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Hmmm.  I did not know about the marking as lost and getting credits from PBS.   I did not use DC from PBS  but I did use Dazzle so I do have a confirmation number.    I did not want to jump right into accusing someone of scamming,  but getting the PM without books marked as received, and the way the message was worded, that was and continues to be my first thought.   That would suck if they can still get the 2 credits back by claiming lost, especially after they were "kind" enough to tell me there was a problem with books received  .....

Date Posted: 12/10/2010 1:56 AM ET
Member Since: 8/26/2006
Posts: 9,321
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You have a PM from her stating that she received the books, so you would be able to ask the Admin Team to mark them received for you, if it ever comes to that. 

Date Posted: 12/10/2010 2:11 AM ET
Member Since: 12/28/2006
Posts: 14,167
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Sara has valid points.  The books need logged in before much else happens, especially if a credit transfer is being considered.  Keep your pm's JIC.

Date Posted: 12/10/2010 8:34 AM ET
Member Since: 6/21/2007
Posts: 2,015
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Last Edited on: 2/3/15 10:27 AM ET - Total times edited: 1
Date Posted: 12/10/2010 9:34 AM ET
Member Since: 1/17/2009
Posts: 9,662
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I don't know if they are dishonest or not. They could be sincere. But there may be other reasons for this "being nice by not RWAPing" that would benefit the requestor enormously, if she is dishonest.

And, since the OP said she did not use PBS DC, she didn't get the credit for the books yet, anyway, so there is the answer right there ... you can't refund what you didn't receive yet.

I would wait for pictures. Even if the covers are torn, rips of up to one inch are still postable. And, spine damage is not a very clear description, and may or may not be postable, depending on what they are calling spine damage .... I would ask for a specific description of damage or a picture before I refunded.

Date Posted: 12/11/2010 11:35 AM ET
Member Since: 11/10/2010
Posts: 654
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Here's the update:  I had responded by asking if they meant damaged in shipping and mentioned that both books were new condition.  The reply was

"Boxes looked fine. I can mark them damaged in the mail if you want. You wont lose credit and I can get another copy."

I just replied by saying: Do what you see fit to do, but I know that both books were in new condition when I packed them.

   I don't want to spend my whole weekend going back and forth with them,  and I wanted to update this in case someone runs across this in the future. That reply really bugs me.....

Date Posted: 12/11/2010 11:59 AM ET
Member Since: 8/18/2005
Posts: 7,977
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I just replied by saying: Do what you see fit to do, but I know that both books were in new condition when I packed them.

If she doesn't mark the books received in a few days I'd send a message her reminding her she has to mark them received. That's not an option.

Then if she doesn't make sure and send a message to TPTB and let them know that a receiver has admitted receiving books and hasn't marked them mailed in spite of being reminded to do so. Then TPTB can do that for her if they need to, or at least send her a PM reminding her she has to do so.

Don't let the system mark them lost, or she'll get the credits back.

Don't negotiate. Let her officially mark them one way or the other, and then if you know the books were in new condition, don't refund.

I don't know if she doesn't know the rules, or is trying to play you, or the system, but you want to have your ducks all in a row for your records.

Date Posted: 12/11/2010 12:06 PM ET
Member Since: 11/10/2010
Posts: 654
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Got a quick reply from the requestor.  Both books are now marked as received, but they stated that it looks like the damage is from bouncing around in the box (box was not much larger then the books)and suggested I wrap books so the edges and spines do not get torn.  I guess the post office had a super shake it party?!?!?  But then again,  I have had some crazy damage occur to packages I've sent from work.  

Date Posted: 12/11/2010 12:59 PM ET
Member Since: 1/17/2009
Posts: 9,662
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I just looked at the date you joined, I didn't realize before that you are really a brand new member. It was smart of you to come to the forums before you decided how to deal with her.

I would still not refund any credits in the absence of pics. And, possibly, not even then. This receiver sounds very questionable, to me.

Anyway, welcome to PBS! And, I am sure you will come to find that most transactions are not questionable like this.

Date Posted: 12/11/2010 1:15 PM ET
Member Since: 11/10/2010
Posts: 654
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Thanks for the welcome! :)   I actually have been really excited to be a member and have already shipped out 26 books.  I did a lot of looking around the site before joining cause it seemed almost to good to be true!! 

The books are marked as received with damage by USPS.  Unless I get pics. showing an excessive amount of damage I am going to leave it as is.

 

  Hopefully to not be continued.......

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