Discussion Forums - Questions about PaperBackSwap Questions about PaperBackSwap

Topic: Quickest Response to RWAP I've ever had

Club rule - Please, if you cannot be courteous and respectful, do not post in this forum.
  Unlock Forum posting with Annual Membership.
Subject: Quickest Response to RWAP I've ever had
Date Posted: 1/22/2010 5:39 PM ET
Member Since: 11/30/2007
Posts: 4,975
Back To Top

Today, I received a book that has a dark liquid stain on several text pages. I was disappointed as it is one of Robert B. Parker's books. Lesley H. wrote a very nice RWAP message on one of the other threads involving water damage in this forum. Thank you, Lesley, as I used most of your kind message in my RWAP. I sent my message at 4:55 p.m. I received a response six minutes later from a very nice and understanding member. She told me that her husband had read the book and she didn't realize there was a problem. She apolized and refunded my credit, also telling me it wasn't necessary to return the book. Of course, I wrote her back and thanked her for returning my credit and told her that I understood what happened. I quickly wrote that the problem was resolved in the archives. All of this took place within 15 minutes. I haven't had to RWAP a book for a long time and really do hate to do it. But, I do understand why we should do it. I just want all of you to know that if you do RWAP a book there are very nice and understanding members out there who won't question you and may have not noticed the problem for some legit reason.

Date Posted: 1/22/2010 5:58 PM ET
Member Since: 5/3/2006
Posts: 6,436
Back To Top

My last RWAP, the sender was very polite and refunded my credit even though I'd told her she didn't need to. Not everyone is a jerk, for sure.

Date Posted: 1/22/2010 6:13 PM ET
Member Since: 10/21/2007
Posts: 3,430
Back To Top

Connie, What message did you send?  It would be nice to know for future reference, as it's kind of a touchy subject and wording & tone make such a difference. 

Date Posted: 1/22/2010 6:16 PM ET
Member Since: 9/13/2007
Posts: 2,520
Back To Top

I've actually had someone message me asking why I marked a transaction RWAP before I had even finished writing out the part where you explain what was wrong with the book! I do tend to agonize over such things but it was still pretty crazy.

Date Posted: 1/22/2010 6:58 PM ET
Member Since: 11/14/2005
Posts: 6,421
Back To Top

Liesl, the system sends the email to the sender the moment you click that it was a problem caused by the sender. If they happen to have an email alert turned on, or are looking at their emails at that moment, it can easily be that by the time you are half done writing why you did so, they've gotten their email and responded to you already. This is a crazy instant world we live in these days!

Date Posted: 1/22/2010 7:52 PM ET
Member Since: 9/13/2007
Posts: 2,520
Back To Top

Yeah, I figured that was the case, but at the time I was pretty surprised. 

Date Posted: 1/22/2010 9:13 PM ET
Member Since: 8/17/2005
Posts: 1,586
Back To Top

I wish my RWAP had gone that well...My lady took 11 days to reply and swore she looks at all her books and it was in good condition....umm yeah you can see all the water stains..its gross....she didn't give my credit back either....How anyone could send a book out THAT damaged and say she looks at them all..is beyond me....grrr  BUT ITS GOOD TO KNOW THERE IS HOPE :)

Date Posted: 1/24/2010 7:53 PM ET
Member Since: 11/17/2008
Posts: 1,149
Back To Top

So far, I've only had one book I sent out RWAP. I think the book may have been damaged en route, since it seemed fine when I sent it (or maybe I just missed something). At any rate, I offered the receiver a choice--their credit back or another book of their choice from my shelf (they chose the book). I've only received one that I had to mark RWAP, for minor water stains, but I didn't ask for my credit back since the book wasn't warped, wasn't moldy, and was perfectly readable. The sender was very understanding and said that she went and checked her books and found that they were under a leaky spot in the roof that she hadn't noticed before. I looked at her bookshelf before she sent the book to see if she had anything else I wanted, and then looked at it again after I told her there was a problem, and a number of books had disappeareda, so I guess she removed the damaged ones.

Yes, sometimes reporting RWAP works out well. Unfortunately, you've always got a few people who will get defensive or even downright nasty.

Date Posted: 1/24/2010 8:21 PM ET
Member Since: 4/30/2007
Posts: 2,728
Back To Top

I'm so glad that was helpful Connie, and that you got your problem resolved so quickly!  I have been really, really lucky- I've had a number of RWAPs but have yet to not receive a credit refund when I have asked for one.  The only nasty response I got was my very first RWAP when I was a relatively new member- I was accused of making it up to get free books, lol.  I offered to send a photo of the damage but the sender declined, refunded my credit, and told me never to order from her again.  Ummm, no problem there!  Anyway, I just think it is important to give people the benefit of the doubt and assume that they didn't send an unpostable book intentionally.  Some people do, I'm sure, but we don't know that at first, so it's better to be polite and respectful from the beginning.  Anyway, glad your issue ended so well!

Edited to add for Sheena- here is the wording I suggested for sending a RWAP:

"Thank you for sending X book.  I am so sorry to have to mark it RWAP (Received With A Problem), but unfortunately the book has water damage (describe damage here), which makes it unpostable according to PBS posting rules.  The packaging is dry and intact, so the damage did not occur in transit.  I would appreciate a refund of my credit, as I will not be able to repost this book.  I would be happy to return the book to you if you would like to cover postage with an additional credit.  I would appreciate a response from you by X date so that I may mark this transaction as resolved in the PBS system.  Thank you for understanding and resolving this problem transaction promptly."
 



Last Edited on: 1/24/10 8:24 PM ET - Total times edited: 1
Date Posted: 1/25/2010 12:52 AM ET
Member Since: 5/3/2006
Posts: 6,436
Back To Top

I just had someone get a tad irate with me for "reporting her" before contacting her to work out the problem. That is, for marking the book "wrong book received". (It was an ARC.) A bit unclear on the concept, in more than one respect! But she did return the credit.