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Topic: Newbie with a RWAP ?

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Subject: Newbie with a RWAP ?
Date Posted: 9/21/2009 2:56 PM ET
Member Since: 8/23/2009
Posts: 509
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I've only been a member her since the end of August.  So I'm still trying to figure this all out. 

But I had a book on my wish list that was answered.  When the package came it was in a padded envelope not in the pbs wrapper.  The pacakage outside was fine.  There was nothing wrong with it.  When I opened the package the book is NOT what pbs says is a postable book.  There are stains on the outside of the book.  At least half the books pages have been cut, not into the words though.  I could still read the book. The front cover is ripped up. The first 1/3 of the book starting with the cover going back has been badly damaged.

So I marked the book rwap.  When I filled out the survey thing I posted to the member about the damage but I did not ask them to respond to my pm.  This was a few days ago that I got the book and the member has not responded to my pm.  Do I need to send them another pm asking them to respond to me?  Where should I go from here?

Thanks for helping a newbie out! 

Date Posted: 9/21/2009 3:05 PM ET
Member Since: 1/8/2009
Posts: 2,016
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Sorry to hear about your getting an unpostable.

Did you ask for your credit back? (do you want it back?)

I find that one has to be really clear about what he wants the sender to do. And to give the sendera deadline -- although technically they have 5 days to do so.  (See pertinent Help Docs except below.) At this point you can wait until 5 days since your original PM and use the follow-up option, or send another polite PM saying something along the lines of:

"Hi. I haven't heard from you regarding <Title>. I hope you can return my credit so I may mark the transaction "resolved" by <date>. Thanks. "

Good luck, sorry for your troubles.

Edited for punctuation and formatting.

 

Your PM should be polite but clear.  It should clearly ask for a response, and if you want a credit refund, this information should also be included in the PM.

You should give the sender a week to respond.

We suggest this text: "Thanks for sending the book.  Unfortunately there is a problem [explain the problem here--if this was an unpostable book you can say that the problem "makes this unpostable by site guidelines, and I won't be able to swap the book again"].  I would like a credit refund, which can be accomplished by clicking Give Refund in your transaction archive on the Request Details page for this swap, and I will be happy to mail the book back to you if you will provide postage."

  • If the sender does not respond to your PM within 5 days, submit this information in follow-up from the transaction archiveThis will send an email to the sender, prompting him or her to log in and deal with this problem swap.  If the sender does not respond to that email within 2 days (a total of 1 week since your original PM), contact us.  Failure to respond in an active account is considered admission of fault.
  • If the problem is resolved by the sender, submit that information in follow-up from your transaction archive.
  • If the problem is NOT resolved by the sender (and negotiations are finished), submit that information in follow-up from your transaction archive. 

 



Last Edited on: 9/21/09 3:09 PM ET - Total times edited: 2
Sianeka - ,
Date Posted: 9/21/2009 3:07 PM ET
Member Since: 2/8/2007
Posts: 6,630
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Hi Aaron.  Yes, PBS guidelines state that if you want a response back from a member, you should clearly state that you are awaiting a response.  So I would send them a message, requesting a response.  Be sure to PM them using the PM button from the transaction details in your transaction to be sure to have your request documented with the transaction.  It is a good idea also to include a deadline by which you wish to hear back from them, so that you can mark the transaction as Resolved or Not Resolved.

(Get to your Transaction Archive page by clicking on My Account at the top of any page and then clicking on Transaction Archive link from the bottom of the dropdown menu that appears.)

Good for you for figuring out and using the RWAP (Received With A Problem) function.  This is how PBS quality control works.  Feedback on specific transactions goes into the system.  Members who consistently violate PBS guidelines will then be noted and can be sanctioned and/or have their accounts suspended and future members will not need to worry about receiving sub-standard books from those members any longer.  All members benefit.

Reporting RWAPs isn't about tattling on other members; instead it is about maintaining site quality standards and reporting the truthful details about a transaction...

Date Posted: 9/21/2009 3:12 PM ET
Member Since: 1/17/2009
Posts: 9,852
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I agree with the other posters. If you want your credit back you should make sure that you ask for it in your PM. Also, if you want them to answer you, you should also state that clearly.

Good luck!

Date Posted: 9/24/2009 9:10 AM ET
Member Since: 8/23/2009
Posts: 509
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Now what????

I sent the sender another pm.  They responded to it by saying that there was nothing wrong with the book and asked what exactly was wrong with it.  Instead of restating what was wrong with the book I send a pic.  And I haven't heard a thing from them since.  Now what do I do?

Thanks
Aaron

Date Posted: 9/24/2009 9:34 AM ET
Member Since: 5/14/2009
Posts: 6,852
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Aaron - how long was it since you sent the picture?  Also did you ask for your credit back?  The first time it seems it took them a few days to respond, they may have not been on the system since sending the picture.  If it has been a week then I would contact PBS and let them know that they are not communicating in regards to a troubled swap.  PBS will not get involved in swaps, but they do want members to communicate.  Contact PBS by clicking on Contact US at the bottom right of every PBS page under Company.  good luck

Date Posted: 9/24/2009 9:43 AM ET
Member Since: 8/23/2009
Posts: 509
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It has been 3 days since I sent the pic and 5 since I marked the book RWAP.

Date Posted: 9/24/2009 9:53 AM ET
Member Since: 5/14/2009
Posts: 6,852
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IMO I would give it the rest of today and then if you don't hear from them, let PBS know they are not communicating after the first message asking what was wrong with the book and you sent them pictures. 

Also check your credit registry - make sure they didn't return your credit.  In the end you may need to mark it unresolved and make sure you comment that they did not communicate nor return the credit.  This will count as 2 black marks against their account.  However, I would give it a couple of days after notifying PBS.   I am sure this is frustrating and disappointing, but the majority of the swaps do not end this way. 

Date Posted: 9/24/2009 10:01 AM ET
Member Since: 6/21/2007
Posts: 2,015
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Last Edited on: 2/3/15 7:07 PM ET - Total times edited: 2