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Topic: PLEASE HELP!

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Subject: PLEASE HELP!
Date Posted: 4/2/2014 8:08 PM ET
Member Since: 1/9/2014
Posts: 77
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I received a damaged book in the mail and I don't feel I should pay shipping to return it when I received it damaged. Now the seller is not responding and I don't want to lose a credit for a book that was not in PBS Condition for swapping. Can someone help me? It has been over a week and they are not responding!



Last Edited on: 4/3/14 1:33 AM ET - Total times edited: 1
Date Posted: 4/2/2014 8:14 PM ET
Member Since: 6/19/2008
Posts: 5,721
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I'm pretty sure if they want it back they have to give you an extra credit.  I think it says that somewhere I'll look it up.



Last Edited on: 4/2/14 8:15 PM ET - Total times edited: 2
Date Posted: 4/2/2014 8:19 PM ET
Member Since: 7/19/2008
Posts: 15,476
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Yes.  You do not need to mail it back unless they give you a credit or postage.

Please mark it as Received With A Problem (RWAP), then either sender's fault or postal fault.  The sender is not expected to refund the credit if it looks like the post office damaged the book. 

PBS asks us to give the member almost a week to respond.

Date Posted: 4/2/2014 10:55 PM ET
Member Since: 1/30/2010
Posts: 8,418
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Browse the Help Docs for "There is a problem with a book I received.": 

There is a problem with a book I received!

The vast majority of swaps take place without a problem at PBS.  But of course nothing is perfect! If there is a problem with a book you received, you need to follow the instructions below.

Please note that we can't adjudicate disputes about book condition  - we can't know in what condition a book was when it was mailed, and we can't examine books or rule on "he said/she said" situations.  That is why marking a problem book "received with a problem" is very important: if a sender's account shows a pattern of problems, the sender's membership will be jeopardized.  One problem swap will not do this - a pattern of problem sending will; thus it is critical for problems to be recorded in order for poor senders not to be able to "fly under the radar" and keep sending problem books.

The good news is that most problem swaps are settled easily by the members.  If everyone is polite and gives the other member the benefit of the doubt, things do not have to be unpleasant, even in the setting of a problem swap.

To mark a shipment received with a problem:

  • Login and go to your My Account main page
  • Click the En Route to Me tab under the Message from the Librarian
  • Scroll down if necessary to see the incoming shipment in question
  • Choose "Received with a Problem" (or "Problem with 1 or More" for a multiple-book shipment)

Then

  • Select the type of problem from the dropdown menu:
    • Damaged by Sender
    • Damaged by USPS
      • this means a book that was damaged by USPS during its journey
    • Requestor Conditions not Met (this option will be available only if there were RCs attached to the request when it was submitted)
      • this means that the book did not meet the conditions you specified on the request
    • Wrong Book - Different Title
      • this means that the book is totally wrong (wrong title/author) - usually caused by the sender putting the wrong book into the wrapper, or mixing up two book shipments.  See I received a book I didn't request! for more information about this problem.
    • Wrong Book - Wrong Binding/Version
      • this means that title/author DO match but the book does not match the listing's ISBN and/or binding type and/or it was listed as Large Print and the book is not Large Print. Note that cover image and publication date do NOT have to match the listing.
      • Inappropriate items - ARCs, pamphlets or leaflets without ISBNs, unbound pages, etc - also fall into this category.
    • Late Postmark
    • Book Missing from Shipment (this option will show only on multiple-book shipments)
      • this means that the book was not included in the package with the other books (either the sender forgot to include it or the package tore open and one or more books fell out)
    • Empty Wrapper
      • this means that no book was received at all - just some packaging material, with or without a note from USPS about the damaged shipment
    • Insufficient Postage
  • For each problem type, different options will become available to you
    • Damaged by Sender
      • You will be required to describe the book condition problem in a text box - the text you type in will be included in an email, and sent as a Personal Message, to the sender.
      • You will have the option to request a credit refund - this is checked by default for this problem type.  If this option is checked, the email the sender gets will include the request for a credit refund. If you uncheck this option, the email sent to the sender will NOT mention or request a credit refund.
      • If this was a Wish List book (and there are no other copies available), you will go back in your previous place in line for the book.  If there are other copies available, the book will go onto your Reminder List.
    • Damaged by USPS
      • You will have the option to describe the book condition problem in a text box - the text you type in will be included in an email, and sent as a Personal Message, to the sender.
      • You will have the option to request a credit refund - this is UNchecked by default for this problem type.  If you check this option (if you believe the Wrapping contributed to the book's damage by USPS), the email the sender gets will include the request for a credit refund. If you leave this unchecked,  the email sent to the sender will NOT mention or request a credit refund. You can read more about this situation in I received a book that was damaged by USPS.
      • If this was a Wish List book (and there are no other copies available), you will go back in your previous place in line for the book.  If there are other copies available, the book will go onto your Reminder List.
    • Requestor Conditions Not Met (this option will show only if there were RCs attached to the request when it was submitted)
      • You will be required to describe the requestor condition violation in a text box - the text you type in will be included in an email, and sent as a Personal Message, to the sender.
      • You will have the option to request a credit refund - this is checked by default for this problem type.  If this option is checked, the email the sender gets will include the request for a credit refund. If you uncheck this option, the email sent to the sender will NOT mention or request a credit refund.
      • If this was a Wish List book (and there are no other copies available), you will go back in your previous place in line for the book.  If there are other copies available, the book will go onto your Reminder List.
    • Wrong Book - Different Title
      • Again, this means that the book is totally wrong (wrong title/author) - usually caused by the sender putting the wrong book into the wrapper, or mixing up two book shipments
      • You will have a text box - the text you type in will be included in an email, and sent as a Personal Message, to the sender.
      • Choosing this problem type option will NOT mark the book received - you will see the instruction "Note: This book will NOT be marked as received. Please wait until you receive the book that you ordered, then mark it received."
        • The book IS NOT marked received for this problem type because if a sender mixes up two requests or puts the wrong book into a wrapper, usually the sender had the book in question and it can be retrieved and sent to you.
      • If you don't get this book by the system action date, the book will be declared "lost in the mail" - if you get it after that, you need to mark it received from your Transaction Archive, as described in I received a book that was 'lost in the mail'.
      • If the sender cannot send you the correct book, he or she can contact us to cancel this transaction, so that you can try to get the book from another member without having to wait for the system to declare it "Lost in the mail."
      • See I received a book I didn't request! for more information about the resolution of this problem.
    • Wrong Book - Wrong Binding/Version
      • Again, this means that title/author DO match but the book does not match the listing's ISBN and/or binding type and/or it was listed as Large Print and the book is not Large Print.
      • You will have a text box - the text you type in will be included in an email, and sent as a Personal Message, to the sender.
      • The book IS marked received for this problem type because if a sender Posted the book she or he had incorrectly, it is likely that she or he does not have a second copy and can't send you the version that matches the listing.
      • If this was a Wish List book (and there are no other copies available), you will go back in your previous place in line for the book.  If there are other copies available, the book will go onto your Reminder List.
    • Late Postmark
      • You will have a text box - the text you type in will be included in an email, and sent as a Personal Message, to the sender.
      • You will be able to choose the postmark date.
      • The sender will get an email reminding him or her to mail promptly - so if the late mailing was agreed upon, or the sender got the book back in the mail and had to re-mail (and alerted you to this), you should not choose this option.
    • Book Missing from Shipment (this option will show only on multiple-book shipments)
      • You will have a text box - the text you type in will be included in an email, and sent as a Personal Message, to the sender.
      • Choosing this problem type option will NOT mark the book received.  It will send an email to the sender alerting him or her that the book was missing from the shipment.
      • If you don't get this book by the system action date, the book will be declared "lost in the mail" - if you get it after that, you need to mark it received from your Transaction Archive, as described in I received a book that was 'lost in the mail'.
      • If you don't want to wait for the system to declare the book "lost" you can ask the sender to contact us to cancel.  You can contact the sender using the PM button on the request on your My Account page. The sender can contact us using the "send us feedback" button on the Contact Us page.
    • Empty Wrapper
      • Again, this means that no book was received at all - just some packaging material, with or without a note from USPS about the damaged shipment
      • For a bulk shipment, you will see a box pop up with the following message:  "Choosing 'Empty Wrapper' will set all books in this shipment to 'Empty Wrapper'. If you change your mind later, you will have to click in the 'good condition' column and the page will reload. Are you sure you want to set this shipment to 'Empty Wrapper'?"
        • Choosing Cancel on that box will reset the transaction to "received in good condition"
        • Choose OK if you got no books that you requested in this shipment. This will not mark the books received.  They will stay on your En Route to Me tab.  If you don't get the books by the system action date, they will be declared "lost in the mail" - if you get them after that, you need to mark them received from your Transaction Archive, as described in I received a book that was 'lost in the mail'.
      • If you chose OK and want to undo that afterward, you just need to choose "received in good condition" to reload the options for that shipment.
      • If you don't want to wait for the system to declare the books "lost" you can ask the sender to contact us to cancel.  You can contact the sender using the PM button on the request on your My Account page. The sender can contact us using the "send us feedback" button on the Contact Us page.
    • Insufficient Postage
      • Again, this means that USPS required you to pay postage to claim the book
      • You will have two choices:
        • "I accepted the package and have the book(s)"  this will mark the book(s) received and give you a text box - the text you type in will be included in a message to the sender.  You will also have a place to indicate the postage amount.
and
        • "I refused the package and do NOT have the book(s)"  -  this will NOT mark the books received. They will stay on your En Route to Me tab, and will eventually be declared "lost in the mail" by the system. For a bulk (multiple-book) request, choosing the "refused" option will bring up a box with the following message: "Choosing 'Insufficient Postage--Refused Package' will affect all books in this shipment. If you change your mind later, you will have to click in the 'Good Condition' column and the page will reload. Are you sure you want to set this shipment to 'Insufficient Postage--Refused Package'?"
        • Choosing Cancel on that box will reset the transaction to "received in good condition"
        • Choose OK if you did refuse the shipment.  This will NOT mark the books received.  They will stay on your En Route to Me tab, and will be declared "lost in the mail" in time.
      • Remember that if the postage-due is being assessed because the package was forwarded, this is not the sender's fault and the shipment should NOT be marked received with a problem.
        • Media Mail is not routinely forwarded - special arrangements need to be made with your former PO if you move with books en route to you.
      • See I received a book postage-due! for more information about this problem.
  • Be sure that you have chosen the correct options (this can't be undone once you click Continue), then click to apply those options to the shipment. 

    Again, be sure that you have chosen the correct options before clicking "Continue," as this can't be undone.  Clicking "Continue" marks the book(s) received and sends an email to the sender.

Note: you can mark only one shipment received at a time.  When you click "Continue" on a shipment, the choices you have made for that shipment will be applied - any other choices you have made on any other incoming shipments will be reset.

 

If you feel the available "problem options" don't match your situation exactly:

 

  • Choose the closest (most applicable)
  • We understand there can be some grey areas that are not covered by the problem categories.
  • There is a category of "problem" book that is really no one's fault - for example, the pages are all attached when you begin reading but they come loose as you read. That means the book was postable when it was mailed to you but it becomes unpostable when you are done.  We consider this the "last read" and every book will get there eventually (some sooner than later).  Most members will not get a book on its "last read" but it can happen once or twice during a membership.  In this case, the book is not marked received with a problem, and it is retired (= not posted again) after reading.

Once you have marked the book(s) received, give the sender 5 days to respond.

If you don't hear from the sender within 5 days:

  • For problem books that were marked received and are now in your Transaction Archive: go to your Transaction Archive  and click Then choose "The Sender has not responded."  This will send an email to the sender, making it clear that she or he needs to respond or forfeit credit for this swap.

If you don't hear from the sender within 2 days after you have done the above to send that "follow-up" email to the sender, contact us.  Failure to respond (in an active account) is considered admission of fault in a problem swap.

If the sender responds and resolves the problem:

  • You should mark the problem 'resolved' from the Transaction Archive, as described in Follow-up on Problem swaps.
  • 'Resolved' does not require a credit refund - you can mark 'resolved' if you consider that the sender has done what was needed (even if that was nothing).

If you made an error and the swap was not actually a problem:

If the sender responds and disputes your description of the book:

  • We understand that two people can look at the same book and describe it differently with regard to its condition. If you believe the book was unpostable when it was mailed and the sender disputes this, you can offer to share digital images of the book with him or her.
  • You can do this by uploading the images to a free photo-hosting site (such as photobucket) and send the other member a link to the photos on that site. You can also send the images by email, if you are both comfortable sharing emails with each other.
  • If the problem is NOT resolved by the sender (and negotiations between you are finished),

    • choose "Problem was not resolved"  in your Transaction Archive, as described in Follow-up on Problem swaps.
    • It is best to wait a week before marking a problem swap "unresolved"- this can't be undone.

Read more about submitting follow-up about a problem swap in Follow-up on Problem swaps. It is best to wait a week before submitting "unresolved" follow-up.

  • If the other member in a problem swap becomes rude or abusive in Personal Messages, contact us. Courtesy is important in the club.  We will Review the PM exchange and take commensurate action.
Date Posted: 4/3/2014 1:27 AM ET
Member Since: 8/26/2006
Posts: 9,337
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In another help doc with instructions for the sender, it says:

  • Remember that the requestor is not required to send a problem book back at his or her expense.   The sender of a problem book does risk losing credit, book and postage; this is the incentive not to send problem books. 
    • If you want a problem book back you can provide a stamped, self-addressed envelope to the requestor by snail mail (or you can give the requestor an extra Book Credit to compensate for postage, if both of you agree on that).
    • Refund and postage compensation must be completed first - before the requestor returns the book (= it is not OK to wait to refund credit until getting a problem book back in the mail, or to expect the requestor to send the book back before getting postage compensation as described above).
Date Posted: 4/3/2014 11:58 AM ET
Member Since: 6/30/2008
Posts: 3,007
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I think you are going to have to deal with the sender yourself. There is nobody at pbs who will step in and force the sender to do the right thing. You can only mark the book as having a problem and rely on the sender to acknowledge the problem and refund the credit. or I suppose you could also not mark the book as received so the sender would not get a credit for sending it.

The fact that the sender is not responding to your e-mails may simply mean they are not home.

Date Posted: 4/3/2014 12:34 PM ET
Member Since: 11/30/2007
Posts: 4,982
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Elva, did the sender respond to you asking you to mail the book back to her, or did she not respond at all to your RWAP? If she did and asked you to send the book back to her, then as explained above that would take 2 credits, one for the damaged book and the other one for sending the book back.She cannot just take the credit for the book and ask you to mail the book to her without giving you the shipping charge money ahead of mailing the book. I always wonder why the sender even wants the book anyway, are they just going to repost the book, thinking someone will accept it?

Contrary to what Charles said, PBS frowns on members who do not respond, especially after a week. If it were me, I would mark it as unresolved by the sender or no response, whatever happened in your case .It's been a week, no more need to let this problem linger waiting for the sender to respond.Time to move on.


 

Scott (scalta) - ,
Date Posted: 4/3/2014 12:40 PM ET
Member Since: 2/20/2010
Posts: 723
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Charles K--"or I suppose you could also not mark the book as received so the sender would not get a credit for sending it."

This is NOT the correct procedure.  When you receive a book, you mark it received.*  If the book does not meet posting guidelines, then you mark it Received With A Problem (RWAP).  PBS may intervene if the sender refuses to communicate.


 

*=There are a couple of very limited examples where this does not apply.

Date Posted: 4/3/2014 1:40 PM ET
Member Since: 8/26/2006
Posts: 9,337
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If you've contacted a member about a problem swap, and the other member hasn't responded in five days, you can contact the Admin Team.  They can't get involved in an argument about the condition of a book, but they'll step in if a member isn't communicating -- or if a member is insisting that you mail the book back to them before he'll return the credit, since that's against site rules.

And this doesn't apply to your situation, Elva, since you've marked the book received, but I wanted to add my voice that refusing to mark a book received because of the book's condition would be against the rules, and could place your account in jeopardy. 

Date Posted: 4/4/2014 10:02 PM ET
Member Since: 8/16/2007
Posts: 15,201
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...or I suppose you could also not mark the book as received so the sender would not get a credit for sending it.

This kind of action puts the receiver at risk of being kicked out of PBS, forfeiting all credits/PBS money in the account at the time. Not marking books that have been received as such is not tolerated by the site.

Date Posted: 4/5/2014 9:50 AM ET
Member Since: 6/30/2008
Posts: 3,007
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I realized later that not marking the book as received wouldn't do any good anyway. This happened to me once. I sent a book and it was never acknowledged by the requester. I sent one message as a reminder but I never heard from the requester. About 5 weeks after I sent the book I contacted pbs and provided the delivery confirm number I had for the package and they gave me a credit for sending the book. I never did hear from the requester and the package was never returned by the post office. a mystery.