OK, I've just had my first and only experience here at PBS with receiving a message from another member saying that the book I sent her was damaged.  First of all, the book looked like new when I sent it to her, and I packaged it well as I always do.  I get a message from her today saying that the dust jacket was torn in 2 places, and that I never should have sent a book out like that, blah blah blah.  Well, I responded that I was sorry, but that the book was in great condition with no tears when it left my house.  After a few back and forth emails, she finally asks for her credit back, as I figured she was eventually going to get at.  It is my understanding that a damaged dust jacket does not consitute a damaged book anyway, according to PBS guidelines, and she confirmed that she never had any requestor conditions stipulating no torn dust jackets.  Nevermind the fact that it wasn't torn when I sent it!  So now my question is, if she turns around and says that I refused to resolve the problem, what happens to my account?  Is there anything the sender can do to keep the big black mark off the account?  I absolutely do not feel I should refund her credit.  I've never had any problems on PBS before, and I am a stickler about following the guidelines.  I know it is only 1 credit, but I didn't do anything wrong, and I don't feel I should give her the refund.

So she marked the book RWP using the damaged dust jacket at the reason?  PBS can see that she had no dust jacket requirement and also the PMS the 2 of you have had. So they have a record of the fact that she's complaining about something that's not a PBS rule.  You do NOT have to give her a credit back.  I would copy/paste the PBS rules that say a dust jacket is not required and maybe something about requestor conditions.  Then tell her if she keeps PMing you about this you'll report her to PBS. Keep the messages.  The occasional read mark won't go against you, especially if the mark was made in error.  If she marks it as unresolved, you can contact PBS and refer them to the PMS saying the problem was with a dust jacket and that she had no RCS about them.

Thank you so much for responding, and for validating me, Mary! =)  I actually just got another message from her, and it looks like things are ok.  I hate to have anyone upset with me- I don't like conflict! =)  Thanks for your advice!

I had something happen just today that wasn't my fault or the person I sent it to but I still get a red check because the post office squashed the book like an accordian. I wrap and tape my books very well and besides there is no way anything I did could have caused it to be squashed. The PO even said it was their problem. It doesn't seem fair that I get a red check on the book (my first ever!) and the person I sent it to is suppossed to just lose her credit. I sent her a credit (she did not ask for one) because I have lots of them and it doesn't seem fair she should lose one because of the PO. Any thoughts on a situation like this?

Well I had a swap book arrive to me after being eaten by a postal machine.  It's unpostable. I didn't ask for a credit back. I can still read it and it wasn't the senders fault.

I send an audio MP3CD to someone.  The Plastic case was cracked when I got the book. The CD was undamaged and since the case isn't even required for posting, I reposted it when I was done.  It was WL and so got requested right away.  I used a padded envelope to mail it out. It was damaged in shipping and the CD was broken.  The person didn't want their credits back and after going back and forth, I refunded 1 credit. So we're both out a credit on that one.  I wrapped it well and it should have arrived all right. But it didn't.  I thought that was a fair result. 

I wouldn't worry about the occasional damaged by post office mark unless you're careless when wrapping books.  If you normally wrap them up well and send out good books, than the occasional dmg by post office mark won't go against you.  I also don't feel like you should have to give them a credit but that's up to you.  It's not your fault if something happens to it once it's out your hands. The requestor could take the package & book to the PO and try to get a refund on the postage. I don't know if it would work but you never know. 

since a dustjacket isnt required in the first place, she shouldnt have marked it RWP. from the general guidelines it specifically says

Hardbacks do NOT have to include their dustjackets

Mary, I didn't feel like I had to give her a credit it just seems unfair that she should be out a credit when it wasn't her fault and I voluntarily gave her the credit just because I have plenty and don't know if that is the case with her.