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Topic: Member not responding

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Subject: Member not responding
Date Posted: 5/6/2010 7:21 PM ET
Member Since: 2/16/2010
Posts: 8
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What should i do if a book I mailed to a member has been delivered to her and she has not marked it as received? USPS is showing that the book was delivered almost a week and a half ago and i have PM'd her telling her to please mark it as received and I have not heard back from her.

Date Posted: 5/6/2010 7:26 PM ET
Member Since: 12/9/2007
Posts: 9,601
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WEll it might have been delivered but not to that member.  And sometimes they mark them delivered before they have been.  Keep watching them and when it's about to go lost contact them again, to see if anything has changed.  PBS is already sending them PM about it because they watch it, too.  If you used PBS DC you've gotten your credit no matter if they received it or not.  So I'd let PBS handle it.

Ruth

Date Posted: 5/6/2010 7:33 PM ET
Member Since: 11/17/2008
Posts: 1,111
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Sometimes books are marked delivered by USPS long before the receiver ever sees them. I once got an upset PM from someone who sent a book to me that went lost according to PBS. USPS had marked it delivered. I finally received it a week after the sender's PM.

Date Posted: 5/6/2010 7:40 PM ET
Member Since: 8/25/2007
Posts: 13,134
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Mattie, look again at where that member lives.  If it was in an area that was hit with flooding earlier this week, that could be why you've not  received a response yet. 

Date Posted: 5/6/2010 7:43 PM ET
Member Since: 11/5/2009
Posts: 1,083
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I had that happen once  and sent the member a very polite e-mail asking if she had received it.  A week later it was marked received and she sent me an e-mail apologizing up one side and down the other.  It seems she was on a 3 week honeymoon!  The book got to her in a couple of days (she was one state over from me) and she thought she had plenty of time to go on her honeymoon and mark it received when she got back. 

I'd give it another week or so and then send her another polite PM asking if the book was received. 

Date Posted: 5/6/2010 7:45 PM ET
Member Since: 8/16/2007
Posts: 15,186
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This is what the Help Center says: 

If you sent the book with Delivery Confirmation and it has been recorded as delivered by USPS but hasn't been marked received yet:

  • Remember that the book could have been scanned as "delivered" at the local PO, before it went to the requestor's mailbox--the actual delivery can be a few days later  Also, the book could have been misdelivered.
    • The requestor should check with her mail carrier about this package.
    • The package could also be at her local PO being held for pickup; sometimes pickup notices left by the mail carrier go astray.
  • You should FIRST contact the requestor using the button on the transaction on the Books I've Mailed tab in My Account when a few days have passed after delivery.
    • If the requestor does not respond to your PM within a week, and/or has not marked the book received by a week after the delivery scan, contact us.  We will look into it.
    • If the requestor responds and says she or he DID get the book, she or he can mark the book received one of two ways:
      • if the book has NOT been declared lost in the mail at PBS - from his or her active transactions (on the En Route to Me tab on My Account) as described in How to Mark a Book Received.
      • if the book HAS been declared lost in the mail at PBS - from his or her Transaction Archive (linked from the top of the My Account page)  as described in I received a book that was 'lost in the mail'.
  • If you used DC purchased through PBS, or PBS Printed postage, you will already have gotten your credit for sending the book.

Did you give them a few days before you PMed? Some people won't respond if you are PMing immediately. Did you ask politely if they had received it or did you demand they mark it received since the PO showed it delivered? Again some people get touchy if they are accused of not reporting a book received and may not PM back to tell you they don't have it yet. 

Either way, IMO I would probably send a polite follow up PM. I'd let them know that the delivery scan was X days ago and you would like to start the tracking on the book as quickly as possible if they don't have it so that the carrier will remember what they did with it. Ask that they confirm they do not have the book in their possession. If they do not respond to you in another 5 days, then I would send in Feedback to the Team.

I do not agree that a member should just take their credit and not care. The site asks in the Help Center that we follow up on these transactions. It costs them a credit every time a book sent with credit guarantee is not marked received and it is in the club's best interest to help keep costs to a minimum if we can.

Date Posted: 5/6/2010 8:44 PM ET
Member Since: 7/31/2007
Posts: 2,690
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Note if you contact the Team before the go lost date it is my understanding that they will not do anything.  That is why it says "do not contact us before X date." or something like that.  As other members have said, just because the scan says it has been delivered does not mean that the requestor is the one that received it, the sender could very well be on vacation and not there to get their mail, they might not have computer access for a variety of reasons, the list goes on...it is not safe to just assume that the person has received the book and is refusing to mark it received.

"i have PM'd her telling her to please mark it as received" if the tone of your message is as it comes across here I am really not surprised you haven't heard from the lady...if I hadn't received it and I got a message like that I wouldn't respond either.

Date Posted: 5/7/2010 8:57 AM ET
Member Since: 8/23/2007
Posts: 26,510
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Books do get misdelivered.  I have a book that went lost to me that says it was scanned delivered in Jan/09.  I have never seen this book.  Don't know where they delivered it but it wasn't to me so I let it go lost.  It's the sender that has to file the lost book claim but since she used PBS DC and already got her credit-I doubt she bothered.