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Topic: Problem with RWAP - UPDATE

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Subject: Problem with RWAP - UPDATE
Date Posted: 4/9/2012 1:47 PM ET
Member Since: 2/15/2006
Posts: 284
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No message but it has now been marked successfully completed transaction. All's well that ends well.

Ok, I started this on another thread as the receiver thought I was rude but it's getting worse. I have copied and pasted the all the messages. For clarity, I have made her messages blue and my replies red. I have also confirmed that the isbn on the book I sent matched.

Problem: Wrong Book--Different Binding or Version

The member to whom you shipped your book  has sent you this personal message:

"I am teaching a class at the local High School and I need to have the same version that they are using so we can be on the same page. This version is different than the one pictured when I ordered it."

You did get credit from the system for sending the book. ***The requestor is asking you to refund credit for this book.***

 

My reply

Hi, I didn't send you the wrong book, I sent you the book with the ISBN 9780446310789 which is the ISBN you requested. The binding matches. The cover does not need to match per the information from the site. I have copied and pasted that below for you.

 

Inserted help docs here

 

I'm sorry, this is not a mistake on my end and I will not be refunding the credit. I would ask you to please mark this as resolved or mistakenly marked at a problem.  Thank you.

Her next response

I did not request the book for the cover art. I just wanted the same book I am teaching so that when I read to them I am on the same page. Your replay was quite rude. I don't care if you give me a credit or not. So don't get your undies in a twist. I just wanted the book shown in the picture. Whatever.

My reply to that

I'm sorry you thought my reply was rude. It was not my intention to be rude. I was trying to be very factual and explain to you (by using the exact words from the site) that I sent exactly what you asked for.

If you would like the book that matches the picture, you could try again with someone else. To be sure you get the book you want,add a requestor condition that says that it must match the cover art. That way, someone like myself who had posted the correct book per the sites rules, but hasn't the matching cover art would decline the offer and your request would go to the next person.

Again, I would ask that you mark the transaction either resolved or better yet, marked incorrect by mistake. Thank you.

Her next reply

I checked the ISBN numbers on a book with the same right cover art and they do not match The pink cover ISBN was ISBN 0-329-00118-3

On the one you sent me it is ISBN 10: 0-446-31078-6 or ISBN-13: 978-0-446-31078-9. Your tone is still quite condescending and I will be needing that credit.

 

What do I do now? The isbn she is quoting is not the isbn of the item she requested. I believe she looked at the cover and made an assumption. I could just send her the credit but she has been so difficult that I don't want to do that. How do I would something that politely tells her to read her transaction and see that she requested the isbn I sent her.

 



Last Edited on: 4/9/12 8:33 PM ET - Total times edited: 1
Date Posted: 4/9/2012 2:00 PM ET
Member Since: 7/12/2010
Posts: 4,177
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You could tell her to read the Transaction file, but me thinks she's still going to bitch.  I would just move on. Plus if you have been emailing thru the transaction archive then TPTB will have the back & forth e-mails to review if need be.  She was a bit rude with the "Undies in a bunch" comment. Plus if she is teaching I would think she would know how to spell "Reply"....not "replay".

Life is to short to waste time on these things.

-RD

Date Posted: 4/9/2012 2:05 PM ET
Member Since: 1/17/2009
Posts: 9,861
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I would say something like:

Hi, if you want to double check the transaction information, you can click on "Transaction Archive" on the yellow bar on your main page. From there, if you click on the book you ordered, you can see that you ordered ISBN "xxx", which is what I sent to you.  Since I did send a book that matches the ISBN that you ordered, I would like you to mark this issue Resolved.

The best way to ensure that you get the exact copy that matches your class is to use a RC on your book reuqest to describe the exact copy that you want, as it seems obvious that for this book, the publisher has reissued it, with the same ISBN, but with different covers and different pagination.  This is quite common, and is one of the reasons that PBS states in it's rules that the cover and publication date does not need to match the PBS book listing, as books get reissued frequently. Only the ISBN (and title, author, and binding type) needs to match. Hopefully this infomation will help you to obtain a copy of the book that works for you.

Thanks.



Last Edited on: 4/9/12 2:05 PM ET - Total times edited: 1
Date Posted: 4/9/2012 2:16 PM ET
Member Since: 12/28/2006
Posts: 14,177
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Sara is a whiz at these, and I like her wording yes

You mailed the book she requested, a fact she can check in her Transaction Archive.  While there, she should mark the situation resolved...in an ideal world.  I hope common sense prevails soon  crying  She seems a bit dense, I'm surprised she's a classroom teacher.

Date Posted: 4/9/2012 2:19 PM ET
Member Since: 1/30/2009
Posts: 5,696
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Honestly, I would just leave it alone at this point. She asked, you answered. I seriously doubt she's going to change her mind and it's really clear from the transaction posted that you are not in the wrong.

ETA - and you were perfectly polite. She just didn't receive the answer she wanted.



Last Edited on: 4/9/12 2:20 PM ET - Total times edited: 1
Date Posted: 4/9/2012 2:21 PM ET
Member Since: 2/15/2006
Posts: 284
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Wow, thanks Sara, I really like how you worded that. I'm going to check one more time and make sure I have the correct isbn because it would be awful after this for me to have been in error. I can do that as I got a whole stack of these books at my FOL sale after they had a book discussion, I still have copies of this book.

susan/vt

Date Posted: 4/9/2012 2:24 PM ET
Member Since: 2/15/2006
Posts: 284
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Sara, I sent off what you suggested and I think if there are any other remarks, I will just forward them THPTB. Thanks for the help.

Date Posted: 4/9/2012 2:25 PM ET
Member Since: 9/8/2009
Posts: 619
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Personally, I hope you won't give her the credit back.  I hate it when people try to bully you into returning a credit. You sent her the book she asked for.  She needs to get HER undies out of a bundle and recognize that she was wrong. 

Date Posted: 4/9/2012 4:22 PM ET
Member Since: 12/31/2009
Posts: 3,995
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So many people today feel that not getting the outcome they want equals rude. You were not rude, her sense of entitlement only makes her perceive you as rude. You sent her exactly what she ordered and it arrived in good condition. If she is too stubborn or dense to concede, I doubt that any further attempts at reasoning with her are going to make things any better.

I also think that Sara's response is spot-on. If you simply tack on a "please do NOT contact me again" at the end, that should settle it. Any further snarky responses from her can be reported. Don't give in to bullies.

Date Posted: 4/9/2012 7:31 PM ET
Member Since: 10/22/2009
Posts: 1,452
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I agree with everyone--Sara's response is very well worded and Susan--your PMs were very polite.  The only rudenss I picked up on in the PMs were from the receiver with her "undies in a twist" and "Whatever" comments.

Hang on to your credit--even if she refuses to mark the transaction resolved or marked RWAP in error, one unresolved RWAP won't hurt your standing--and the PMs are viewable by the site admins so they can see what actually transpired.

Date Posted: 4/9/2012 8:23 PM ET
Member Since: 2/15/2006
Posts: 284
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Thanks. At this point, I don't intend to return the credit. I would like her to understand where she is going wrong but I don't think I'm going to get through to her. I think if she understood she got what she asked for and not what she thought she asked for she might be more understanding. But I don't think I can make that any clearer and if she hasn't figured out yet she didn't ask for what she really wanted, she isn't going to now.

Date Posted: 4/10/2012 12:48 AM ET
Member Since: 12/28/2006
Posts: 14,177
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"...All's well that ends well..."  Always happy to see a good resolution.  At least as good as it can be when the other member doesn't appear to understand PBS site guidelines.

Date Posted: 4/12/2012 12:52 PM ET
Member Since: 3/17/2008
Posts: 333
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Am I the only one who thinks it disturbing that this member is a teacher? Does she react this way to her students?