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:
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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.
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The requestor should check with her mail carrier about this package.
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The package could also be at her local PO being held for pickup; sometimes pickup notices left by the mail carrier go astray.
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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.
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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.
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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:
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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.
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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'.
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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.
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