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Topic: Question about handling a RWAP

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Subject: Question about handling a RWAP
Date Posted: 5/14/2011 7:41 AM ET
Member Since: 1/28/2011
Posts: 179
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About 12 days ago, I received a RWAP. The book was coming a part from the spine.  I marked it as a RWAP, and the sender said she would refund my credit in a PM on May 2.  On May 4, I pm'd her back and said I'd appreciate that.  She hadn't pm'ed me back since then.  I looked at her bookshelf, and it wasn't on vacation but she had updated her bookshelf on May 7th and May 8th.  I pm'ed her again on May 11th because I still haven't received my credit back.  I became curious since she already had updated her bookshelf again and noticed that she added another book on May 13. 

What should I do about this?  I don't know if I should wait a couple more days, and I don't know if I should mark on the Was the problem resolved as sender did not resolve the problem or respond to the pm.

Date Posted: 5/14/2011 8:06 AM ET
Member Since: 8/10/2005
Posts: 4,601
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I would send one more polite PM, thanking her for being a cooperative member, and reminding her that on May 2 she stated she would refund your credit and you've not received it yet. (Check your Credit Registry first to be sure she hasn't sent it!) Let her know that unless you actually receive the credit within ___ days (since it's already been more than a week, I would put 3 days, but you can put what you want) you will mark the transaction as unresolved and it will be permanently noted on her PBS trading record.

That's about all you can do. If she doesn't ever actually send it, then follow through and mark it unresolved.

Cheryl

Date Posted: 5/14/2011 8:47 AM ET
Member Since: 2/13/2007
Posts: 2,272
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I agree with Cheryl, before you contact her again, check your Credit Registry to verify that you have not received it -- if you are an active trader, like me, it is easy to lose track of whether that credit indeed was refunded.

What Cheryl said, start to finish, it's good advice.

Cathy A. (Cathy) - ,
Date Posted: 5/14/2011 9:46 AM ET
Member Since: 12/27/2005
Posts: 4,142
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If you haven't gotten the credit, then send one more PM. However, make it really explicit, as in:

"Hi x,

On May 2, you said you would refund my credit for the book [insert title], which I marked received with a problem. I would like to mark this problem resolved, so I am asking you to please process the refund now. To refund my credit, you need to go to your Transaction Archive by clicking the link in the My Account menu. Select the options in the dropdowns to show Books Requested From Me, All Transactions, Date, Descending, and then click Resort.

Scroll down to find the transaction for [insert book title] and click on the Request Details link there. On the details page, click the Give Refund button.

Thanks very much  for taking care of this as soon as possible.

Amy"

Ronda (RONDA) - ,
Date Posted: 5/14/2011 10:28 AM ET
Member Since: 3/3/2009
Posts: 415
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if someone has agreed that it is unpostable in a pm, but then not sent you the credit, you can send to PBS team and ask for help.

I have had that happen a couple times and they have resolved it.  They dont get into it if the person said the book was fine and you said it was not, but if the other person agreed it was unpostable, they may get involved.

you can try with the person before you do that.  telling them how to refund the credit is a nice touch in case they don't know.

Date Posted: 5/14/2011 11:06 AM ET
Member Since: 1/28/2011
Posts: 179
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Thanks, I've double checked my credit registry, and it isn't listed.  I just now finished pming so hopefully it will be resolved soon.

Date Posted: 5/14/2011 2:51 PM ET
Member Since: 1/1/2009
Posts: 1,924
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 I hope she gets it to you soon. She might be posting more books in hopes of getting a credit to send you?

Date Posted: 5/14/2011 5:11 PM ET
Member Since: 8/15/2007
Posts: 3,044
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I've found PMing usually works, especially if you include the Help Docs about a double black mark. I got a credit refund within a day after 5 days of no response on my last RWAP.