I marked a problem swap "not resolved" but the system now say that it is resolved.  I don't know why.  The following are the details.  The book spine is severely cracked and the binding is separating from the pages at page 26 and pages 1-26 are falling out of the book.  It clearly doesn't meet the PBS posting conditions and should never have been posted.  I'll have to try to repair it myself in order to even be able to read it.  

I pm'd sender and requested a credit refund.  Her response was that she got it from another pbs person who didn't have a problem with it.  I think she is not aware of the PBS condition guidelines so I pm'd them to her.  No response.  Now this transaction says

* Follow-up has been submitted by the requestor: this problem swap was resolved.

The problem swap has indeed NOT been resolved and I want this transaction to count against her because she sent me a clearly damaged book and refuses to acknowledge that there is a problem.  I even said I'd be willing to photograph the book and send her the photo.  

Can you please help and let me know what to do?  People like this irritate the heck out of me.  I've never EVER sent out a damaged book or gotten a complaint regarding book condition. If I did, I would cheerfully refund the credit if there was any question about the book's condition. People like this ruin PBS for those of us who take good care of books and play by the rules.   

"Now this transaction says * Follow-up has been submitted by the requestor: this problem swap was resolved. The problem swap has indeed NOT been resolved and I want this transaction to count against her because she sent me a clearly damaged book and refuses to acknowledge that there is a problem. "

If indeed this has not happened then you should contact the PBS Team and let them know, perhaps there is a glitch in the system. 

That is frustrating.  Unfortunately it looks like you are probably out a credit.  I agree with Christy- if you're sure you didn't hit the resolved button by mistake then it sounds like a glitch in the system, and I would send an email to PBS asking them to correct it.  At least that way it's on the records as being an unresolved problem.

Claudia, does your transaction archive show "Resolved"? Perhaps there's an incorrect e-mail message being sent, but your records show it unresolved?

Just a thought... But yes, you should report it to PBS if you're sure of what you did.

Sorry about the bad book, though. :(

I did report it to PBS and after R&R got involved she sent me a snarky email and refunded the credit.    Well at least she finally did the right thing (with a little prompting).  I want her to learn a lesson from this and not post other falling apart books. 

<<I did report it to PBS and after R&R got involved she sent me a snarky email>>

You should also report the "snarky email" to Feedback, since rude responses are not permitted.

Cheers,

Catt

She sent me a rather snarky pm and then grudgingly refunded the credit.  I don't like to be disagreeable, but I am tired of people sending me falling apart books.  (The broken binding is the worst possible damage a book can have short of complete water immersion.)   I pm'd her and pursued this in order to teach her that she needs to pay more attention to the condition of the books and not just respond -- Oh well, sorry YOU are "unhappy" with the book; another PBS person didn't have a problem with it.  We need to put a stop to these bad book distributors.  Hopefully, next time she'll think twice about posting a falling apart book. 

I think that I must have accidently hit the wrong button when trying to mark the transaction not resolved by sender.  I  was a bit hasty and should really have given her more time to respond though before I did that.  I decided not to report any PMs to PBS since I was partially at fault in not giving her more time to repond.   The problem was resolved at any rate and I don't want to be vindictive.  I just hope she learns from this experience to check her books' condition more carefully before sending them out.  The fact that another PBS member didn't have a problem with it doesn't necessarily mean the book is in acceptable posting condition.  Sounds like maybe she should have reported a problem with the book when she originally received it from the other PBS member, so she's out a credit unfortunately.  I just hope that this experience  will impress the importance of checking a book's condition before posting it.   Unfortunately, it often takes a negative experience like this to learn from one's experience.