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Topic: Problem Not Resolved - Updated Resolved

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Subject: Problem Not Resolved - Updated Resolved
Date Posted: 6/2/2008 11:22 PM ET
Member Since: 7/31/2007
Posts: 2,690
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Today I received a book where several pages where not attached...so, I marked it RWAP and requested my credit back...I thought I had said it nicely (not real into loads of sugar) but, nice enough...I have decided that I'll ask for my credit back and then if the person responds with something along the line of I'm sorry that happened but, I don't feel it was that way when I mailed it...or something like that...that I'd just either mark the issue resolved or not mark it at all but...thinking this time I may mark it Not Resolved due to the response that I got...

Here is the communication...(thus far)

The member that you shipped your book 'Where Yesterday Lives' to has sent you this personal message.

I was glad to get the book today but, quite disappointed that as soon as I opened the book pages fell out and now I will not be able to recoup my credit when I finish reading it so, I would appreciate a return of my credit. According to book posting guidelines this book should not have been posted.
Please respond within 7 days...thank you!!!

Her response:

I cannot believe that the pages fell out. It was not in that condition when I sent it. I have read the guidelines and certainly would not have posted it with "pages falling out". I am disappointed that you have reacted in this way.

My Last Response (I really don't want to and don't plan on arguing about it):

I'm not sure in what way you think I have reacted, all I know is that when I opened the book several pages were not attached and I will not be able to repost it. The wrapper was not damaged in any way.

Think at this point I may just drop it, mark it Not Resolved and go on...Now my question is this...would you tell the person you are going to mark it Not Resolved or would you just drop the issue with them, mark it Not Resolved and go on?



Last Edited on: 6/3/08 8:21 AM ET - Total times edited: 1
Date Posted: 6/3/2008 12:22 AM ET
Member Since: 10/21/2007
Posts: 3,430
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Hmm...that is a tough one.  In her mind, it may be resolved because she is certain she would never send out a book like that.  But to you, it is not resolved because she has not responded to your credit request and even made that comment about her "disappointment." 

Could you say something like,

I'm sorry about this situation.  I imagine it is frustrating to have a book marked as having a problem.  I am asking that you respond to my request for a credit refund since the package was not damaged in transit.  I understand your disappointment, as I am also disappointed that I cannot repost this book.   (you could offer to post pictures of the damage)

Date Posted: 6/3/2008 12:26 AM ET
Member Since: 3/8/2007
Posts: 2,534
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I, personally, would mark it not resolved and not pm the sender.  She is already aware that the problem is not resolved, because she didn't return the credit. 

Date Posted: 6/3/2008 7:22 AM ET
Member Since: 1/2/2006
Posts: 575
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At this point I would do as Shannon said. If she replies courteously to your last PM and does give you back your credit then obviously I'd mark it resolved.

Date Posted: 6/3/2008 8:23 AM ET
Member Since: 7/31/2007
Posts: 2,690
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well, I guess she got to thinking about it over night and got up feeling different...she refunded the credit and was semi-nice in a PM....so, YES...I got to mark it resolved...oh I didn't want to mark it unresolved, bad enough to have to mark it RWAP...

Date Posted: 6/3/2008 8:37 AM ET
Member Since: 1/2/2006
Posts: 575
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Glad to hear it was resolved!

I know what you mean. I hate to mark RWP too. Thankfully  I've only had to do it a few times.

Cathy A. (Cathy) - ,
Date Posted: 6/3/2008 10:56 AM ET
Member Since: 12/27/2005
Posts: 4,124
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It's nice that she reconsidered. I think it's a good idea to wait a week before marking something unresolved just for this reason. After people have a chance to sleep on it they may reconsider their first reaction.