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Topic: Member Misusing The Problem Order Feature What Would U Do?

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Subject: Member Misusing The Problem Order Feature What Would U Do?
Date Posted: 8/1/2014 7:29 PM ET
Member Since: 8/15/2005
Posts: 499
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I posted some books to my shelf last week. I put them on my tbr pile first to see if they were the wishlisted versions.

The member of one of them waited until the last possible day to request the book which was Friday.I sent it out the next day Saturday. They received it this morning and marked it received as wrong version.

But I know I sent the right version because I posted it right from my TBR pile and i double checked the ISBN and the book type. they are now demanding their credit back  but not because its the wrong version which it wasn't but because it was an ex-library book. and then telling me i should have sent them a pm informing them of this fact.

and claiming they had requestors conditions in place. they had/have no requestors conditions.

what would you do? refund the credit or tell them no. here is the E-mail/PM i got about the book.


Problem: Wrong Book--Different Binding or Version

The member to whom you shipped your book 'Monkey (Five Ancestors, Bk 2)' has sent you this personal message:

"You may want to let people know that a book came from a library. Many people who are looking for books to complete collections, myself included, do not want books that have stickers on them." You Should have sent a PM letting me know beforehand.

You did get credit from the system for sending the book. ***The requestor is asking you to refund credit for this book.***

For more details about this problem and how to handle it, please refer to the email sent about this transaction.

this is the version i sent that was on their wishlist.

Another question do i contact PBS and let them know that this member is lying/using the wrong version feature simply because they don't like that they got an ex-library book? which would be a missuse of the feature and not what it was intended for?


Last Edited on: 8/1/14 7:34 PM ET - Total times edited: 4
Date Posted: 8/1/2014 7:36 PM ET
Member Since: 8/14/2011
Posts: 179
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Respond politely with the truth.  

"The correct book was sent.  Ex-library books are permitted per PBS rules.  I will not be refunding your credit."


That's all.  If this member complains, so be it.  Go from there.  You are not required to refund a credit simply because it is asked of you, nor will such a complaint hurt your PBS standing.  Ex-library books are very clearly permitted.  You've done nothing wrong, so don't feel bad.  You are obligated to respond to the person messaging you, but you DO NOT have to do what they want. 

Date Posted: 8/1/2014 7:56 PM ET
Member Since: 12/28/2006
Posts: 14,177
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What Marissa said yes

My only additional suggestion might be if they do not wish to receive former library books, the member should add an RC to her account to avoid this situation in the future.

Unless the member persists or becomes rude, you do not need to contact PBS admin at this point.

Last Edited on: 8/1/14 7:57 PM ET - Total times edited: 1
Date Posted: 8/1/2014 8:29 PM ET
Member Since: 8/16/2007
Posts: 15,220
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"The correct book was sent.  Ex-library books are permitted per PBS rules.  I will not be refunding your credit. Please go to your Transaction Archive where you will find a Followup button and mark that you marked this book as a problem in error. Ex-library does not make a book an incorrect version (please read the Help Center for the proper definition). For future requests if you do not desire ex-library books use the Requester Condition system to notify senders of your special request. If you believe that you should have had an active RC on this request, please send in Feedback and let the site know there was a problem with your RC not showing up on one of your requests."

Date Posted: 8/1/2014 8:37 PM ET
Member Since: 7/19/2008
Posts: 15,485
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Please be polite.  Please do not refund the credit to a member misusing the RWAP system. 

Any RC will show up on the book order details.

Make sure that you send any PMs from the book order details, not directly to the member.  This will archive your response with the order details, making it clear what happened to the PBS staff.

Date Posted: 8/1/2014 9:43 PM ET
Member Since: 4/28/2009
Posts: 10,065
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it's possible that the requestor normally has an RC for no library books, but somehow accidentally had it off for this book but didn't realize it.
Date Posted: 8/2/2014 9:22 AM ET
Member Since: 3/4/2007
Posts: 4,579
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I had a similar thing happen to me.  Posted a sought after cookbook that was a former library book.  The requester had no RCs in place but tried to get her credit back by claiming the book was a library binding edition. It was not.

Problem: Wrong Book--Different Binding or Version

The member to whom you shipped your book 'The Moosewood Restaurant Cooking for Health: More Than 200 New Recipes for Delicious and Nutrient-Rich Dishes' has sent you this personal message:

"Hello, I ordered this specific book binding because you listed this book as a regular Hardcover. To my dismay, you sent me this book in a retired library binding. "

This was my reply:

I listed this book using the ISBN provided on the back cover of the book itself which must have been the ISBN you had on your WL or it would not have gone to you in first place. It is a former library book, but you did not have an RC specifying that former library books were unacceptable. I'm sorry if this is a problem for you, but with no RC, I don't see where I owe you a refund. The book was listed correctly, using the correct ISBN, you had no RC against former library books, and PBS allows former library books, so I'm not seeing an error on my part in this transaction. Since there are over 30 members still wishing, you may repost this book and recoup your credit that way, but in this instance, I do not feel that I owe a refund.

Date Posted: 8/2/2014 11:00 AM ET
Member Since: 3/25/2014
Posts: 2,793
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I think some people don't know in getting older sought after books that the most accessible source is ex-library books.  There's a certain book I would love to have.  It will probably be an ex-library book, and that's fine with me. 

Date Posted: 8/2/2014 11:09 AM ET
Member Since: 1/23/2010
Posts: 2,409
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I'm seconding Emily.

Please don't refund the credit. I realize it is often easier to give in and avoid the drama, but if you give in they will probably do this to someone else

Date Posted: 8/2/2014 9:30 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I had someone ding me with a wrong edition RWP one time too.  They had thought they ordered an audiobook when they had ordered a hardcover.  My person was very nice when I explained that I had mailed the correct book.  This was before you could mark an RWP as resolved and it never bothered my record in anyway.

Don't give them the credit and be polite.  If they keep pestering you than contact PBS so they can give them a warning to cease and desist. 

Date Posted: 8/3/2014 4:21 AM ET
Member Since: 8/20/2007
Posts: 1,020
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If the binding, title, author and ISBN of the book mailed matched the PBS listing, the requestor cannot correctly mark it as RWAP unless an RC was in place at the time the book was requested. Ex-lib books are allowed by the site and senders do not have to PM the requestor before sending ex-lib books. In cases where a requestor may claim they had an RC in place, the Transaction Archive will show the requestor's RC at the time the book was requested, and any modification of a requestor's RC after the fact will not apply to that transaction.

Be polite, but do not be bullied into refunding a credit if the correct book was sent and the PBS rules were followed. If the requestor has an issue with this, you can include a link to this forum topic (http://www.paperbackswap.com/Member-Misusing-Problem-Order-Feature/topic/295165/) in your PMs to the member.


Last Edited on: 8/3/14 4:23 AM ET - Total times edited: 2