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Topic: Marking a swap unresolved

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Subject: Marking a swap unresolved
Date Posted: 2/8/2012 11:20 AM ET
Member Since: 6/27/2005
Posts: 248
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I gave a deadline of today to refund my credit for a bad swap,(a lot of highlighting in book with out any PM) or I would mark it unresolved.

My question is do I have to wait for her to actually read that message before I can mark it unresolved? I sent the message almost a week ago now.

Note she did respond to my first message about this book, wanted it returned first. has not replied to any messages since I told her That I would not return the book with out a refund first and postage.

Last Edited on: 2/8/12 12:20 PM ET - Total times edited: 1
Date Posted: 2/8/2012 11:44 AM ET
Member Since: 8/16/2007
Posts: 15,226
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The Help Center says that you should give at least a week for the member to respond.

Your next step is also to mark it that they did not respond, not that it is unresolved. That will let the site know and the member will get a notice from the site that they MUST deal with the problem.

Follow-up on Problem swaps

added 3/13/2008

If you as the requestor marked a book received with a problem, you can now provide follow-up on the situation from your Transaction Archive.

  • This will allow us to screen more effectively for those accounts that are sending problem books and NOT resolving the problems, and also allow us to avoid excessively penalizing senders who might make a mistake, but who do resolve the problem.
  • Senders who send problem books and do not resolve the problem will have their accounts double-marked "behind the scenes"; if a pattern of this emerges on a sender's account, it will jeopardize membership .

Before submitting follow-up on a problem swap:

  • You must have sent a PM to the sender, clearly asking for a response (and a credit refund if that is desired)
    • You can send the PM during the process of marking the book received, OR using the PM button on the swap in your transaction archive as described in How do I contact another member?.
  • You should allow the sender a week at least to respond to your PM and resolve the swap.
  • You should check the member's bookshelf (by clicking his or her highlighted name on the swap, which will take you to his or her bookshelf or profile, where you can click the Books button) to see if his or her account is on vacation. If the account continues to be on vacation for more than a week, you can contact us to find out when you might expect a response from the requestor.

To give follow-up on a Problem Swap:

  • Find the problem transaction in your Transaction Archive (linked from the top of your My Account main page)
  • Click
    • this button appears only on the requestor's account
  • Choose one of the options given in the menu next to Update Status
    • Sender resolved the problem
    • Sender did NOT resolve the problem
    • Sender did not respond to PM asking to discuss the problem
    • Marked problem swap in error
  • Click Submit to submit the follow-up information

What the options mean

  • Sender resolved the problem means the swap does not need to be resolved further
    • the resolution could have been that the sender refunded the credit
    • the resolution could have been that the sender sent another book as replacement
    • the resolution could have been that the sender offered resolution, but you declined
  • Sender did NOT resolve the problem means that the sender responded to your PM, but did not settle this swap to your satisfaction, and there is no further negotiation happening
    • this could be because you disagreed about a book's condition
    • this could be because you did not like the resolution that she or he offered
    • this could be because the sender refused to refund credit or replace the book (or promised to replace the book or refund the credit, but book/refund was not received)
  • Sender did not respond to PM means that your PM asked for a response, but the sender did not respond
    • You should not choose this option if the sender responded (even if you don't agree with what the sender said)
    • You should not choose this option if your PM did not ask for a response
    • You should not choose this option if you never sent the sender a PM at all
  • Marked as problem swap in error means that you made a mistake when you marked it as a problem swap
    • Choose this option if there was actually no problem with the transaction
Date Posted: 2/8/2012 11:46 AM ET
Member Since: 9/25/2008
Posts: 5,018
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Members are required to respond to bad swaps. You can click that they failed to communicate. Then if you still don't hear anything mark it unresolved.

Date Posted: 2/8/2012 12:17 PM ET
Member Since: 6/27/2005
Posts: 248
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Oh sorry I didn't put that she did respond to my first message about this swap, she wanted me to return the book first.

Date Posted: 2/8/2012 1:53 PM ET
Member Since: 12/28/2006
Posts: 14,177
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I haven't done this much, but IIRC there's a new option available.  Something about the member not responding.  I think TPTB want us to use that one, it should generate an official pm to the other person encouraging them to respond.    If you do this, I'd give it another couple days before taking further action (mark unresolved).

I've had a couple that I marked unresolved, then wished I'd waited a bit b/c my credit was returned the next day.  Afterwards, I wished there was a way to change or modify the RWAP/unresolved...but I had followed directions and waited the full week (or more).

ETA - you can copy & paste that section of the PBS guidelines that specifically states that you do NOT have to return the book prior to being compensated for mail expense.

Here it is:

  • 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).

Last Edited on: 2/8/12 2:00 PM ET - Total times edited: 2
Ronda (RONDA) - ,
Date Posted: 2/8/2012 3:36 PM ET
Member Since: 3/3/2009
Posts: 415
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if she admitted the highlighting, you can contact pbs to help with this.

I did that when someone became unresponsive about a problem (they had initally responded with the send it back to me thing).

Date Posted: 2/8/2012 4:35 PM ET
Member Since: 9/25/2008
Posts: 5,018
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Wendy, at this point I'd just mark it unresolved as the sender seems unwilling to step up after sending a bad book. If the sender acknowledged that she was aware she sent it and broke the rules contacting the site might help. Sometimes by marking it unresolved the sender returns the credit as well.

Date Posted: 2/8/2012 5:05 PM ET
Member Since: 1/17/2009
Posts: 10,290
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I would mark it as "Sender won't respond", because that prompts them with emails that they need to respond to the issue. So, they may resume contact about the issue.

If they don't, you can always mark it Unresolved later.

Once you mark it Unresolved, you cannot undo it or go anywhere else with the transaction.

I think at this point, you still have options.

Date Posted: 2/8/2012 5:06 PM ET
Member Since: 6/27/2005
Posts: 248
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I just checked and she still has not read my message. I wonder if she just deleted it would it still show up as unread?


Last Edited on: 2/8/12 5:09 PM ET - Total times edited: 1
Date Posted: 2/8/2012 5:14 PM ET
Member Since: 6/27/2005
Posts: 248
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I thought the Sender won't respond one was for only if the sender didn't respond at all. I can use it now?

Date Posted: 2/8/2012 7:33 PM ET
Member Since: 8/16/2007
Posts: 15,226
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If she has responded, I would probably still give it a week, then mark it unresolved. Before doing so, make sure to check your credit registry just in case she returned the credit without saying anything.

Date Posted: 2/9/2012 7:49 AM ET
Member Since: 7/5/2007
Posts: 2,331
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If she deleted it without reading it, it won't have a checkmark if you click on both options "read" and "not read". 

so click Read, watch the unchecked box as you hit "not read" and if it stays unmarked she nuked the message.

At least the above is how I've always been told how to check a message that's been deleted w/o reading.


Edit to fix something.

Last Edited on: 2/9/12 8:49 AM ET - Total times edited: 1
Date Posted: 2/9/2012 9:33 AM ET
Member Since: 6/27/2005
Posts: 248
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I went ahead and marked it unresolved this morning, and contacted the site.