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Topic: "Lost" books... how do I contact TPTB??

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patticom - ,
Subject: "Lost" books... how do I contact TPTB??
Date Posted: 12/13/2007 3:24 AM ET
Member Since: 11/3/2007
Posts: 416
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Remarkably, I just now had my first "lost" book report, but it has only been 26 days.  We've lived overseas at military APO addresses for the past 7.5 years, and it has been our experience that NORMAL routine delivery time for media mail to an APO is anywhere from 3 to 6 weeks.  26 days barely touches the top end of that, and I'm a little worried that once the Christmas rush is over (when the post office and apos lose their extra workers and volunteers working so hard to keep the extra holiday volume moving quickly) I'll be getting lost notices all the time!! 

I don't mind that books take a little longer; I'm used to that.  But that's why I'd like to contact "The Powers That Be" and request that they give a little leniency to APO addresses...kwim?


Date Posted: 12/13/2007 3:54 AM ET
Member Since: 12/19/2005
Posts: 5,091
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First of all - don't worry.  They know that this happens and it shouldn't be a problem.  The same things can happen with individuals from Puerto Rico and Hawaii and Alaska.  They are very understanding of this situation.

Here's some information from the Help Center ( I know that not all APO and FPO addresses are outside the continental US, but the same information applies): 

If you are sending or requesting a book from outside the continental US... Your book may be declared "lost in the mail" at PBS before it arrives.
  • that doesn't mean it is actually lost, of course
  • it just means it may be delayed in transit
  • this is certainly not true for all "distance mailings"; it varies widely

PBS allows 26 days for a package to get from the sending member to the receiving member. 

  • After 26 days, the shipment will be declared Lost in the Mail if it has not been marked received by the requestor
    • If this happens, both sender and requestor will  receive an email notification with more information and instructions.
    • There is no need to contact us to tell us that the book you sent has not arrived, or that the book you requested has not arrived; we don't know where it might be any more than you do. If it does not arrive on time, it will be declared lost in the mail automatically.
    • If you are very anxious and wish to know more about what could have happened to your book, please contact the other member involved in the transaction, using the PM (Personal Message) button on the transaction.
    • If the book was sent using PBS Delivery Confirmation, you can also 'track' the book on its journey, by clicking on the en route transaction for the book.
If you are the sender: It is a good idea to notify each requestor after you mark a book mailed that the book may be delayed in transit
  • This is helpful to the requestor because it prevents him/her from thinking your book is really lost, and re-ordering another copy.
    • You can send a Personal Message using the PM button on the active transaction on your Books I've Mailed tab.
  • You should also ensure that the requestor knows how to mark a "lost" book received from the Transaction Archive
    • You can include this information in a Personal Message if a book you have sent is declared Lost in the Mail
    • You can send a Personal Message using the PM button on the Lost transaction in your Transaction Archive.
If you are the requestor:
  • If a book is declared Lost in the mail, it may not actually be lost.
    • "Lost" books often are only delayed in transit, and often arrive.
    • We generally recommend that the requestor wait 2 weeks before re-ordering a book, to minimize the risk of ending up with (and having to pay for) 2 copies.
  • If a book you ordered arrives after it has been declared "lost", you must mark it received from your Transaction Archive
    • You can do this by going to My Account and clicking the Transaction Archive link
    • Sort the list by "Requested by Me" - "lost in mail" - Date requested" - "Descending"
    • Locate this book in the list (check the sender name on the right side of the request to be sure it is the correct sender)
    • Click on the transaction.
      • The usual "book received" screens will come up.
      • Proceed through them until you see the "thank you for telling us that [this book] was received..." message
    • This MUST be done to keep your account in good standing--and so that the sender gets credit for sending the book!
patticom - ,
Date Posted: 12/13/2007 5:30 AM ET
Member Since: 11/3/2007
Posts: 416
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Ok, thanks, that makes me feel better!!  :)

Date Posted: 12/13/2007 7:22 PM ET
Member Since: 8/15/2005
Posts: 4,469
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You can hunt it down in your transaction archives and mark it received that way when it arrives.  As for ones you mail out--I'd use the delivery confirmation, just in case.

patticom - ,
Date Posted: 12/14/2007 2:10 AM ET
Member Since: 11/3/2007
Posts: 416
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Delivery confirmation is not available from my APO.  My "requester conditions" (which were automatically generated by PBS) already state that senders to APO can use delivery confirmation and will receive their credit as soon as it arrives at the U.S. processing station (for AP that's California, and for AE in New York state), but some people don't want to go the extra money or hassle to do that, and I don't blame them!  :)

Last Edited on: 12/14/07 2:12 AM ET - Total times edited: 1
Sianeka - ,
Date Posted: 12/14/2007 1:11 PM ET
Member Since: 2/8/2007
Posts: 6,630
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