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Topic: Problem Swap Question

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Subject: Problem Swap Question
Date Posted: 1/10/2012 10:50 AM ET
Member Since: 2/6/2009
Posts: 1,410
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I've recieved books that have been RWAP before and I know how to take care of those when I want my credit back: explain the proble, ask for the credit, marked as Problem Resolved if credit is returned.

I recieved a RWAP book today but this one I don't want to ask for my credit back. However, I do want the sender to be told they did wrong. So I know to how to mark it as a RWAP but my question is, since I'm not asking for a credit back, what about marking it Problem Resolved? I don't want anything from the sender, so should I just forever leave it in the transaction archive as 'Was this problem swap resolved'? 

I'm just not too sure where to go from here...

Date Posted: 1/10/2012 10:59 AM ET
Member Since: 1/8/2009
Posts: 2,016
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In this situation, I might mark the problem resolved if I heard back from the sender (that is, if a response was sought) because senders are obligated to respond to PMs regarding problem swaps.

Date Posted: 1/10/2012 11:40 AM ET
Member Since: 1/17/2009
Posts: 9,859
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Senders are only obligated to respond if the PM asks for a response. If you are not asking for a response of some type, then you may not get one. If it was me, I would just go ahead and mark it resolved.
Date Posted: 1/10/2012 12:03 PM ET
Member Since: 7/28/2006
Posts: 4,982
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If you didn't state you wanted a reponse in your original request, I would send another PM spelling out that you would like an acknowledgement of the problem, but you are not asking for a credit refund.  Then at that point, you can follow the directions like normal for Follow-Up on Problem Swaps

When you ask for some kind of response and they don't respond, be sure to let the Team know.  Even if you don't want your credit back, non-response to a problem swap is an admission of guilt.  But you do need to make it clear that you want them to respond to you. 

Date Posted: 1/10/2012 12:43 PM ET
Member Since: 12/28/2006
Posts: 14,177
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A RWAP resolution is not always a credit return.  Sometimes I am only looking for a polite response or acknowledgement that the sender will check books more thoroughly in the future or re-read (read) the swappability guidelines.  You do need to word the pm in such a manner to indicate you wish a response.

Date Posted: 1/10/2012 4:17 PM ET
Member Since: 2/6/2009
Posts: 1,410
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Thanks for the tips, guys. I think I would like to phrase my PM in such a way that asks for a response from the sender. Anyone had to do that before? How did you phrase your messages? Explain the issue and then say 'please respond'?

Date Posted: 1/10/2012 4:22 PM ET
Member Since: 12/31/2009
Posts: 3,995
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At the end of your PM you could just add something simple like:

Please acknowledge that you have received and read this message by responding. Once I receive your response, I will mark the transaction "resolved."

 

ETA: I had a "wrong book" RWAP and did not want a credit back. I ordered a paperback and they sent a HC with the same ISBN. Since I could (ana did) post it properly for a credit, I just wanted the fact that it was the wrong book logged. So I did the RWAP, explained why I did in the message box to the sender, and immediately marked it resolved. Since it was probably just an "oopsie" mistake, I didn't bother asking for a response and didn't get one.



Last Edited on: 1/10/12 4:27 PM ET - Total times edited: 1
Date Posted: 1/10/2012 4:47 PM ET
Member Since: 1/17/2009
Posts: 9,859
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I usually say some variation of "I would appreciate it if you could respond to this message. Thanks!"

Date Posted: 1/10/2012 5:02 PM ET
Member Since: 4/28/2009
Posts: 9,659
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hmmm, I have a similar problem!    I just opend a pkg with 2 books from a "friend" here at PBS and they are filled with smoky smell. I have a feeling she ignored my RC because we are friends.

But right now daughter and I (who are both going to read the books) are having allergy issues and I just can't let this go as the smell is so strong it's nauseating.  I am going to try to counter the scent with dryer sheets and air them out by the pool (FL is very dry right now and I can keep them under the covered lanai while I air them) and see if that helps at all. But my smoke allergy usually results in severe headaches so it's not something I take a chance with usually.

Then what am I supposed to do with these smoky books if she doesn't want to send me a credit to mail them back? I volunteer at our public library and we won't take the smoky ones for our sales room either.

Date Posted: 1/10/2012 5:20 PM ET
Member Since: 1/8/2009
Posts: 2,016
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Senders are only obligated to respond if the PM asks for a response. If you are not asking for a response of some type, then you may not get one.

I may be reading the Help Doc entitled A requestor says there is a problem with a book I sent! incorrectly, then. It seems like the sender has to respond unless the requestor specifically said "No need to respond."

You do need to reply to the requestor if you get a report of a problem swap, and resolve the problem if there was one.  Because the requestor can provide follow-up on how the problem was handled, resolving the problem will greatly reduce the effect of a problem swap on your account record. Unresolved problems (or not Responding to PMs about a problem swap) will more seriously affect your account record, if a pattern of this accumulates on your account.  Remember that one problem swap will not harm your account, even if it is marked as unresolved by the requestor who gives follow-up on how you handled the problem.

If you don't respond to the requestor about the problem within a week, we may step in - although we cannot assess the truth of a situation, if one member is refusing to communicate with the other, that member may be judged as "in the wrong" for this reason and non-response will be taken as admission of fault on the part of the sender.

Date Posted: 1/11/2012 2:02 AM ET
Member Since: 10/14/2010
Posts: 577
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I agree with the above, but thought I'd add the one exception I ran into just before Christmas.

The book arrived, had paint splatters all over the cover with a note apologizing for the shape of the book, it was only a reference book for me and didn't need to be pretty so it worked (if they'd PM'd me about the condition I might have just suggested that we call it a cookbook and they mail it anyways), but I can't have them sending out books to everyone in that condition.

So I said in my PM that I would mark the situation as resolved once I had seen that they had read my message.  According to my "From Me" tab they had read it the next day & I marked it resolved.

Date Posted: 1/11/2012 4:53 PM ET
Member Since: 8/16/2007
Posts: 15,194
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I usually give it a day or two and mark it resolved if I don't get a nasty reply from them. If they handle the RWAP either with a nice PM or none at all and I didn't ask them to do anything, then I mark it resolved. If they get all nasty on me, then I might leave it without followup.

I would guess that a RWAP that is not marked with any followup is not considered the same thing as an unresolved RWAP since the lack of followup could well be the receiver's fault not the sender's.