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Topic: Was this problem resolved? Uh, no, and I don't expect it to be, so now wha

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Subject: Was this problem resolved? Uh, no, and I don't expect it to be, so now wha
Date Posted: 7/20/2009 4:55 PM ET
Member Since: 5/29/2007
Posts: 13,347
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I was just looking in my Transaction Archive and a book I marked RWAP, just a couple days ago, is there, and it has the dreaded mark (cue scary music).  I was surprised to see this red check mark with it's funny smoke signal (or whatever that is) because it was the post office's mistake that caused me to mark RWAP.  I did everything right, marked that the PO damaged the book, I sent a message to both the sender and TPTB that in no way did I find this the fault of the sender, was not requesting my credit back, and etc.

So, why does it have "the mark"?  When I click on the "Was this problem resolved button", I get these as options:

 

  • Sender resolved the problem
  • Sender did NOT resolve the problem
  • Sender did not respond to PM asking to discuss the problem
  • Marked problem swap in error     
  •  

    None of these apply to my situation.  There is no problem for the sender to resolve, or, not resolve, as the option may be.  I did not mark it in error.  PBS allows me to mark it RWAP, and then in the next step, place the blame on the PO, so I did everything right, the sender did everything right, yet we still have a swap that looks, to me, in my archive, as an unresolved issue.  I don't understand why this option is available if I marked that the PO damaged the book.  Seems like an oversight in the programming to me, or, perhaps I am missing something....?  Any thoughts on this?

     

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  • Date Posted: 7/20/2009 5:09 PM ET
    Member Since: 1/17/2009
    Posts: 9,725
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    I just mark those Resolved as soon as I mark it RWAP.

    It does act the same whether you mark the problem Damaged by Sender or Damaged by USPS.

    Date Posted: 7/20/2009 5:14 PM ET
    Member Since: 8/16/2007
    Posts: 15,186
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    I have sent in feedback asking them for a neutral response for when follow up is not necessary, like RWP-USPS or when I don't ask for a credit back. I asked them to add a Resolved-no followed up needed/asked for.

    Date Posted: 7/20/2009 5:30 PM ET
    Member Since: 1/29/2006
    Posts: 54,837
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    Remember that if the need arises for TPTB to look at the account they will see the PM  you sent..NOT asking for a credit and that it was USPS damage . I'm sure, too, that since that's one of the options for marking RWaP then it must be noted on the back side.

    Not that a "no resolution required" option wouldn't be nice, I"m just thinking "Damaged by USPS" is already self-explanitory if they need to check an account.

    Date Posted: 7/20/2009 5:39 PM ET
    Member Since: 5/29/2007
    Posts: 13,347
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    Well, I'm glad I didn't overlook anything.  I agree, a neutral option would be nice, but to take it further, if I may, there should really be no option because damaged by PO should end the situation right there.  There is, simply, nothing to resolve.

    Even if, say for arguments sake, I did try to resolve something with my PO, that is between me and my PO, and has no bearing on the transaction, the sender, or PBS.  If I do discuss it with the PO, and they do or don't resolve it, I certainly wouldn't report back to tptb, as it relates to my damaged book and any particular transaction.

    This mark, to me, indicates something further needs to be done for the situation to be resolved, even if it's just hitting a button, but that's not the truth of the situation, there is nothing further to be done.  If they do go in to fix it, I hope they make it so no further action is needed, after "checking in" the book.  The PO damaged it, end of situation.

    Thanks. 

    Date Posted: 7/20/2009 6:03 PM ET
    Member Since: 7/7/2007
    Posts: 4,815
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    <<If they do go in to fix it, I hope they make it so no further action is needed, after "checking in" the book. >>

    Julie,

    If you've not already done so, I'd encourage you to use the "Contact Us" link to send your suggestion/feedback to the PBS team so it may be considered for future updates.

    Cheers,

    Catt

    Date Posted: 7/20/2009 6:13 PM ET
    Member Since: 12/26/2008
    Posts: 1,958
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    I had the same thing happen last week. The book was crumpled a bit, but not unpostable. I marked in RWAP for the wrapping, since it totally came off the corner of the book. The sender was awesome and send me the credit back. I felt AWFUL, since the book is still readable/postable. So, I buddied her credit back and marked it resolved.
    Date Posted: 7/20/2009 7:38 PM ET
    Member Since: 5/29/2007
    Posts: 13,347
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    Thanks Catt, I will do that.  :)  So, I guess I should just mark it "resolved by sender" then, right?  Or do you think I should ask tptb?

    Date Posted: 7/20/2009 8:05 PM ET
    Member Since: 4/25/2007
    Posts: 11,466
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    I would mark it "resolved by sender" myself.  Even though there was nothing to resolve but that's the reason that fits closely enough.

    Kate -
    Date Posted: 7/20/2009 8:09 PM ET
    Member Since: 8/28/2008
    Posts: 534
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    I would mark it "resolved by sender" myself. Even though there was nothing to resolve but that's the reason that fits closely enough.

    I agree. Technically the wording is a bit off, but I think the idea is the same. I would only leave it open or mark "unresolved" if I expected them to do something else about it.

    Date Posted: 7/21/2009 9:28 AM ET
    Member Since: 1/8/2007
    Posts: 8,139
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    Perhaps we should provide feedback to the site asking for a "USPS damage" option in the RWAP part. Or perhaps for them to use a different symbol for RWAP/USPS damage. Maybe a beat-up mailbox icon instead of the smoking checkmark?