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Topic: P. O. Box Requester Didn't Mark Received. How Long Do I Wait?

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Subject: P. O. Box Requester Didn't Mark Received. How Long Do I Wait?
Date Posted: 4/2/2016 9:15 AM ET
Member Since: 8/15/2005
Posts: 472
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i sent a book to a member with a P. O. Box Address. didn't realize it was a p.o. box address when i sent as it went out with 10 other packages that week. i sent it with tracking and it arrived as its destination a few days later and according to the tracking which i sent it a pm to the sender the package has been there since march 24,2016. i sent a pm, asking  this member to let me know if there be a delay in picking up this mailing to please let me know. i have some trouble with books getting lost that i have sent out. i have not heard back from this member the book has not been marked received and i looked today and she hasn't even read the pm's i sent her. i sent 3 her way and she only read the one with the tracking number info and the other 2 were ignored. so my question is how long do i wait for this member to mark this book received? i mean i sent the tracking info so she knows that it is sitting at the post office waiting. what would you do? how long would you wait?



Last Edited on: 4/2/16 9:15 AM ET - Total times edited: 1
Date Posted: 4/2/2016 9:46 AM ET
Member Since: 6/30/2008
Posts: 3,019
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there may not be much else you can do. I think the p o will return it to you if it is unclaimed. There is a little variablity from p o to p o on how long they wait before returning. The person may be on vacation. Since you have tracking showing it is delivered the club will eventually give you the credit for the book. This has happened to me a couple of times. I think it is about 28 days before they will give you the credit.

Date Posted: 4/2/2016 12:09 PM ET
Member Since: 1/30/2010
Posts: 8,422
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She's probably away and doesn't have regular internet access. After sending one PM you need to be patient and let the system work.

Date Posted: 4/2/2016 5:32 PM ET
Member Since: 8/16/2007
Posts: 15,201
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The Help Center lays out the time line pretty good.

 

If a book you sent hasn't been marked received yet...

A book sent to an active member at PBS will not earn credit until the requestor marks it received, unless PBS Printable Postage has been used to send the book. The average time in transit at PBS is 9 days, which includes books mailed to or from addresses outside the contiguous U.S. 

If your book has been longer than 2 weeks in transit, and has not been marked received:

  • Remember that the requestor may be away from home and unaware if the book has arrived. 

    • If this is the case, he or she can mark it received when he or she returns home. 

      • If the book transaction is still active, he or she can mark it received from the En Route to Me tab in My Account.
      • If the book has been declared lost in the mail, it can be marked received from the requestor's Transaction Archive.
    • A book sent to an inactive account (one which the system has deemed inactive because the accountholder is not logging in, despite emails notifying him or her that this is needed) will be marked received by the system.
  • If you want to discuss the book, you can contact the requestor using the  button on the transaction on the Books I've Mailed tab in My Account. If the book has been declared Lost in the Mail, the transaction can be found in your Transaction Archive, linked from the top of your My Account main page.

    • If you sent the book with PBS Printed Postage and the member does not respond to your PM within 3 days (or the book is declared 'lost' by the system), contact us and let us know.
    • If you sent the book with other tracking (not PBS Printable Postage) you need to wait until the book is declared 'lost' by the system to ask us to check into it.
      • If your book is declared 'lost' by the system and the sender has not responded to your PM within 3 days, please contact us and let us know.
    • Be sure your PM to the requestor specifies the title of the book.

If you sent the book with Printed Postage 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, or has not marked the book received by a week after the delivery scan (whichever is the later date), 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 .
      • 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 PBS Printed Postage and your account is eligible for Instant Credit, you will already have gotten your credit for sending the book.

If you sent the book with printed postage/tracking purchased elsewhere and it has been recorded as delivered by USPS but hasn't been marked received yet:

  • First, contact the requestor from the active transaction (in the Books I've Mailed tab in My Account), or from the "lost" transaction in your Transaction Archive if the book has been declared Lost in the Mail by PBS.
  • If the requestor does not respond to your PM within five days, contact us and we will look into it.
  • We cannot grant credit for postage or tracking purchased outside PBS, but we can check if this requestor has become inactive.
  • If this requestor is inactive, your book should be marked received by the system.

If your book does not arrive by the 26th day (the 35th day if the sender or requestor is outside the contiguous US) after you marked it mailed, it will be declared Lost in the Mail at PBS.  This does not mean that the book is actually lost; it may simply be delayed en route.  You can read more about Lost books in A book I sent is lost in the mail!.

Date Posted: 4/2/2016 6:57 PM ET
Member Since: 8/19/2007
Posts: 4,300
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My PO says they hold mail for approximately 30 days before removing it from the box. Also some people don't pick up their mail but once or twice a month (told to me by a postal employee). Pat

Date Posted: 4/2/2016 9:16 PM ET
Member Since: 2/13/2007
Posts: 2,272
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As Melanie pointed out, if you have PM'd the member and 5 days have passed with no answer, contact PBS and let them know. They can look into the account and if it is deemed inactive they can release the credit from the member's account. Members are required to respond to PMs within 5 days, PBS takes it seriously when a member does not respond.

Date Posted: 4/3/2016 9:54 AM ET
Member Since: 8/31/2008
Posts: 81
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Sally please show us a reference to your blanket statement: "Members are required to respond to PMs within 5 days, PBS takes it seriously when a member does not respond."  This is news to me.

Date Posted: 4/3/2016 11:00 AM ET
Member Since: 8/25/2009
Posts: 704
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From the Help Doc "A book I sent is lost in the mail!"

If a book you sent is declared Lost in the Mail at PBS:

  • First, contact the requestor (using the PM button on the "lost" transaction in your Transaction Archive) to confirm that the book was not received.

    • Sometimes the requestor just forgot to mark it received
    • Sometimes the requestor was away from home when the book arrived
    • If you don't hear back from the requestor within a week of sending a PM asking about the book, you should contact us to look into the situation.
    • You can contact the requestor using the PM button on the "lost" transaction in your transaction archive.
Date Posted: 4/3/2016 2:07 PM ET
Member Since: 2/13/2007
Posts: 2,272
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David, I stand corrected...it is now 3-5 days to respond to a PM (as noted in the bit from the Help Center that Melanie inserted above). But I also now see in the bit that Diane references above that PBS says you should hear back within a week, so PBS is not consistent about the time frame that members must respond within. I believe as part of the Terms of Service Agreement that new members must agree to when joining there is something about the need to respond to PMs in a timely manner. 



Last Edited on: 4/3/16 2:09 PM ET - Total times edited: 1
Date Posted: 4/3/2016 9:03 PM ET
Member Since: 8/25/2009
Posts: 704
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Right,they can't just ignore a person forever.

Date Posted: 4/4/2016 2:26 AM ET
Member Since: 8/26/2006
Posts: 9,339
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Also, if the member has become inactive (illness, or extended vacation, for example) and doesn't log in for a while, the system will mark your book "received" instead of "lost" when the system action date rolls around. So sometimes the problem solves itself.

Date Posted: 4/4/2016 10:24 AM ET
Member Since: 6/20/2007
Posts: 4,980
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I recently had a similar situation. Book was ordered from my shelf, (not AR). DC said it was delivered on March 10. I PMed the requestor asking if they had indeed received it, and if so, could they please mark it received so that I could receive my credit. No reply. After 7 days with no reply, I contacted TPTB. I was basically told Thanks for contacting us, if it's not marked received and the system sees that the account is inactive, you'll automatically get credit for the book as of the Loast inthe mail date. If that doesn't happen, please write  back and let us know.

So...at that point, even thought he HC says to contact PBS regarding the lack of response to the PM, PBS didn't actually do anything about it.

My book was declared lost in mail, but I did not get credit at that time. So I again contacted TPTB. They said they'd contact the requestor, and if it wasn't marked received in 3 days, to contact them again. I must admit, I was a bit miffed at this point. The book was scanned delivered on March 10. This was on March 28, the member had failed to answer PMs, and yet they were giving her another 3 days. But there was nothing I could do, so I went on vacation and forgot about it. The next day I got a message that the book had been marked received. When I checked, the requestor's account was listed as "suspended or closed".

So I did eventually get my credit, which in the end is what mattered to me. Unfortunately, it took a lot more time and a lot more effort on my part and TPTB's part than it likely should have. 

Date Posted: 4/4/2016 3:22 PM ET
Member Since: 2/13/2007
Posts: 2,272
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I would be miffed too if I had to go thru the effort that Sheryl did to get my credit. PBS used to be much more responsive to this is sort of thing. It gives me the impression that they are loath to close anyone's account unless forced to because it is affecting their numbers/viability.



Last Edited on: 4/4/16 6:41 PM ET - Total times edited: 1
Date Posted: 4/4/2016 3:33 PM ET
Member Since: 8/15/2005
Posts: 472
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well i heard back from the PBS team today and here is the response i got:

Dear Molly,

We're sorry that your book hasn't been marked received yet. It will be automatically marked received by the system if the requestor's account has been deemed inactive by the system action date. If this does not happen ( = if the book is declared "lost" and the requestor has not responded to your Personal Message), please contact us.

You can read more about this situation in the Help doc "If a book you sent hasn't been marked received yet..." in the Help Center, accessible from the top menu of any page on the site:

 

so i guess like Sheryl  i will have to wait for this person to  get around to marking it received. i get that sometimes you can't make it to the post office because they have shorter hours. but most of them are open on Saturdays. my post office actually leaves the second door for the lobby with the P.O. Boxes open for an extra 2 hours after they close the counter lobby for people who have the boxes so they can collect their mail after work etc.

 

Date Posted: 4/4/2016 3:57 PM ET
Member Since: 6/20/2007
Posts: 4,980
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I PMed 2 more recipients today. One hadn't marked the book received 8 days after it was scanned delivered. Thankfully she marked it received shortly after receiving my PM, with an apology and an "I always forget to mark them received." The other hasn't marked the book received and it's been 5 days since it's been scanned as delivered. I haven't heard back from that member yet.

Honestly, I am tired of constantly having to follow up on books I sent out. Three in the span of 2 weeks is getting a bit ridiculous. It is also the #1 reason why I'm not sure that I'll be renewing my membership the next time it's up.

Date Posted: 4/4/2016 4:38 PM ET
Member Since: 1/17/2009
Posts: 9,960
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It's spring break season, so that may play a role in how fast people are reading/responding to PMs and/or marking books received.

My mail service (to my whole neighborhood) just resumed regular delivery after 2 months of having to pick up mail at the PO due to thefts in the neighborhood (and since picking up mail entailed standing in line at the post office about an hour each time, I wasn't going more than once a week).

Yes, it's annoying, but in my experience, you don't actually *need* to do all this work to remind people ... most people do come and mark them received before the month is out, although it may very well be not right when the book is received.  I've mailed 1800 books out, and although I can recall probably 1 out of every 10 or 12 books mailed takes a long time to be marked received, out of that 1800, I've only had to send out less than 10 PMs to start enquiring about it ... I wait until 3 or 4 days before the book has been scheduled to "go lost" and lo and behold, by waiting that long, the issue takes care of itself, and I don't end up needing to do anything after all.

Date Posted: 4/4/2016 4:59 PM ET
Member Since: 6/2/2014
Posts: 9,945
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I have this situation now. This is pretty typical for me though..often I think those pbs emails that say the book is going to be lost, did you receive it, triggers people to mark received.  Often, I find I'm emailing a week before the book goes lost.  It's annoying. 

Date Posted: 4/4/2016 6:25 PM ET
Member Since: 6/20/2007
Posts: 4,980
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you don't actually *need* to do all this work to remind people

Maybe, but if I hadn't sent a PM in the first situation, would PBS have followed up with the recipient--since part of their criteria seems to be lack of response to PMs?

Also--I never have a lot of credits. I'm usually very low, so waiting an extra 2 weeks for a credit often means the difference between having a credit if a WL book is offered to me or not having that credit. I hate having to buy credits when books I've mailed have been received but yet not marked received for over a week after delivery.

Date Posted: 4/4/2016 6:39 PM ET
Member Since: 2/13/2007
Posts: 2,272
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Like Sara P., I don't PM until 3-4 days before the book is about to go lost; unlike Sara P., this is a very regular occurrence, perhaps one out of every 10 books sent, and since I mail a lot of books it's pretty regular. Most people will mark them when they hear from me, after ignoring all the reminders from PBS, and often send me a quick apology. The one that took the cake tho was the woman, when receiving my "please mark the book received" PM, responded with a multiple paragraph PM about how she'd gotten the book weeks earlier but she was "so crazy busy" that she hadn't had any time to mark it received...she took the time to write me a l-o-n-g PM about why she hadn't marked the book received and she STILL did not mark the book received! Forwarded that PM to PBS and they closed her account. Yes, not marking your books received and not responding to PMs can get your account closed or suspended.

BTW, the system has never automatically marked a book received for me, I have always had to contact PBS, explain that I have PMd and not received a response within 5-7 days.



Last Edited on: 4/4/16 6:54 PM ET - Total times edited: 1
Date Posted: 4/4/2016 7:02 PM ET
Member Since: 6/2/2014
Posts: 9,945
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Me too..I've never had pbs automatically mark it reveived, I have to contact pbs.

Date Posted: 4/5/2016 3:16 AM ET
Member Since: 12/28/2006
Posts: 14,177
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David, members are only required to answer PM's if which refer to a problem swap (or potential problem swap).  The other member does not have to agree (or engage in extended discussions) but they do have to respond.  Otherwise, I don't think members are required to respond to any/all pm's they may receive from other members.

Date Posted: 4/5/2016 9:32 AM ET
Member Since: 6/20/2007
Posts: 4,980
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members are only required to answer PM's if which refer to a problem swap (or potential problem swap).  The other member does not have to agree (or engage in extended discussions) but they do have to respond.  Otherwise, I don't think members are required to respond to any/all pm's they may receive from other members.

I believe that this is correct. PMs inquiring about a specific transaction require a response, especially if that transaction is not complete. However, PMs advertising a person's bookshelf, or attempting to discuss a topic from the forums, for example, do not require a response.

 

My mail service (to my whole neighborhood) just resumed regular delivery after 2 months of having to pick up mail at the PO due to thefts in the neighborhood (and since picking up mail entailed standing in line at the post office about an hour each time, I wasn't going more than once a week).

Completely understandable. The difference being, if, for example, I had sent you a PM saying that the book was scanned delivered 8 days ago and asking if you had received it, I would expect you to at least answer me. A reply to the PM simply stating that you haven't yet been to the post office to retrieve your mail but expect to get there within the next 5 days would let me know that the transaction was still on your radar and that you have every intention of marking the book received once you actually have it in hand--and would fulfill the obligation for a return PM. As for Spring Break, while that thought crossed my mind, AFAIK no school's Spring Break is longer than a week, so more than 8+ days with no response is a bit ridiculous IMHO.



Last Edited on: 4/5/16 9:33 AM ET - Total times edited: 1
Date Posted: 4/5/2016 10:56 AM ET
Member Since: 1/17/2009
Posts: 9,960
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Well, I took a 10 day trip just last month to Portugal and left my mother here to watch my teenager. Not to mention older people travel too as far as i know. Also, although this year spring break in my area was only one week, for the previous 4 years before this one, it had always been 2. (Which seemed unnecessarily long to me, but still, it was 2 weeks.)

Most of my trips are longer than a week because I don't see the point of going anywhere for less than 10 days, preferably more like 14 or 16. 

But also, yes, if I was going to be completely without Internet for some reason, I would make some kind of arrangement about receiving books.

Date Posted: 4/5/2016 11:00 AM ET
Member Since: 7/11/2009
Posts: 354
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Molly,

"she hasn't even read the pm's i sent her"

How do I check to see if a member read my pm's? Didn't know we had that option.

Thanks in advance.

Date Posted: 4/5/2016 1:45 PM ET
Member Since: 2/13/2007
Posts: 2,272
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To see if your PM has been read, go to your Personal Messages. Click "From Me", when those come up, click "Unread" and you should see an X in the box of the ones that haven't been read yet.

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