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Topic: Notification of RWAP not resolved

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Subject: Notification of RWAP not resolved
Date Posted: 7/6/2010 9:24 AM ET
Member Since: 8/25/2007
Posts: 13,134
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I had to mark a RWAP as "NOT resolved by member" after sending two PMs last Monday about the situation and not receiving any response to the second one where I answered her question about the packaging (no damage to it; the damage was clearly present prior mailing) , listed the specific pages that were damaged and again noted that the book was not postable. Will the member get a notification of this?  I've not had to mark one as not resolved before.

Date Posted: 7/6/2010 11:20 AM ET
Member Since: 5/16/2009
Posts: 7,838
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If they don't respond within 5 days, you do have the option in the drop down menu next to the transaction in your transaction archive to mark it as "Member not responding to PM".  PBS will then generate an e-mail to them.  I've had success with this once when a member ignored my PM's... maybe getting that notice from PBS reminds them that they do watch the accounts... even if it's automatically generated.  Not sure if they get a notification of it being marked as "not resolved", but I know if they care enough to hover their mouse over the check mark, it displays the status of the RWAP.

Date Posted: 7/6/2010 11:52 AM ET
Member Since: 8/25/2007
Posts: 13,134
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Debbie, she responded to the initial PM but not to the follow-up, so that's why I didn't click on "member not responding"  I know she read the second PM, and she's had time to resolve it if she were going to.  From her response to my initial PM, it seemed obvious that she was not going to return my credit (she wasn't rude, just denied the problems I mentioned).

Date Posted: 7/6/2010 1:32 PM ET
Member Since: 5/14/2009
Posts: 6,852
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Dawn, maybe she went away for the holiday's.  You can check your Personal Messages, Sent Tab, find the message and click on the Unread button at the top of the page.  If there is a check mark, she has not read the messages when logged into the site. That doesn't mean she didn't see a truncated message if the PMs are sent to her email account.

I would send one more message wait two days and then send a note to the PBS Team (just in case she has been away for the holiday's, it gives her a second chance to respond).  Though they are not going to resolve the dispute, they do want members to communicate each other.  

Date Posted: 7/6/2010 2:34 PM ET
Member Since: 6/16/2010
Posts: 433
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I'm on the other end of one of these & wonder what will happen if she doesn't respond?  I have someone say that my book is not the one they asked for, but it definately was.  She wants a credit back but it WAS the book she ordered even if she didn't do her homework and it wasn't the edition she meant to order.    In my mind stalemate and I have no intention of giving her the credit back since I did nothing wrong and can show that.  If she keeps PMing me (she now wants my outside email address and I refuse to give that) what happens?  Do I have to keep responding to keep my account?  I'll take the rwap since I don't see anyone else ever giving me one, but what happens?



Last Edited on: 7/6/10 2:41 PM ET - Total times edited: 1
Date Posted: 7/6/2010 2:38 PM ET
Member Since: 12/9/2007
Posts: 9,601
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Cindi, it's time to call in the PBS team.  Copy everything with your explanation as above and let them handle it.

Eurh

Date Posted: 7/6/2010 3:04 PM ET
Member Since: 6/21/2007
Posts: 2,015
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Last Edited on: 2/3/15 5:34 PM ET - Total times edited: 1
Date Posted: 7/6/2010 11:33 PM ET
Member Since: 4/28/2009
Posts: 9,567
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Yeah, he said/she said disputes almost always end in one party being disgruntled, but PBS is NOT going to intervene except to track the person the RWAP is against to see if they make a habit of sending "allegedly" damaged books.

I had a "buddy" send me a book that arrived with outer package in fine shape, but the book had 3 different types of damage each making it unpostable. She couldn't believe any of it--- we had made several swaps back and forth within a few months with no problems before.  She gave me back my credit, but I doubt I'll hear from her again.



Last Edited on: 7/6/10 11:34 PM ET - Total times edited: 1