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Topic: RWAP not going well.. need advice

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Subject: RWAP not going well.. need advice
Date Posted: 11/1/2008 8:41 AM ET
Member Since: 1/15/2008
Posts: 1,748
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On Monday I posted about a book RWAP and asked your advice. Thank you so much for all of the great responses.

Here is how this transaction is going.

With the RWAP this is the message that I sent to the member...

"Thank you for sending this book and packing it very well. I regret that I had to mark it received with a problem because it does not meet PBS conditions. There's a lot of underlining and check marks and writing on text pages which PBS clearly states that makes it unpostable. I need a clean copy of this book so I will have to request another copy from another member if it's available. Please return my credit.
I'm sorry, I do feel really bad about having to ask this."

I sent a follow-up email because I realized I hadn't asked for a response which it says to do in the help center

"Please follow-up with me as soon as you get my messages.
Thanks."

I just checked my mail and here's the members response,

"I checked the book thoroughly before mailing and did not find any flaws. If you would like to mail it back to me, I will return the credit."

So here is the response that I wrote back... please read it and let me know what you think. If I've left anything out or whatever and what to do if this member doesn't respond kindly to it or refuses to return my credit.

"One would not have to 'thoroughly' check the book to see the underlining and writing and check marks on text pages. I found this simply by fanning through the book. PBS does not allow books that are written in (on text pages) unless it is a textbook (which this is not) and even then, you have to first PM the person who requested the textbook to make sure they are okay with it. Otherwise, the book is in fairly good condition.

Copied right from the help section on PBS,

"Guidelines:
Overall Condition:

* No damage at all from water or other liquid
* Not soiled
* No stains (exception for cookbooks--see below)
* No mold
* no highlighting, underlining or writing on text pages (exception for textbooks --see below)

Pages:

* No torn or chewed/gnawed pages
o yes, that does say "chewed/gnawed". That means no pet-chewed (or human-chewed) books.
* No loose or missing text pages
* Cover not water damaged (there may be no water damage to any part of the book)
* No writing or highlighting or underlining on text pages
o a signature or note on the flyleaf or inside front or back cover is OKAY
o an author's signature on the title page is OKAY
o writing or highlighting on the text pages is NOT OKAY
+ Exception: if it is a textbook or workbook, these are expected to have highlighting/underlining/writing
# if you post a textbook/workbook, the condition must be described to the requestor in a Personal Message
# AND the described condition MUST BE AGREED TO before the book is sent
# This is the one of the ONLY two cases in which a PM exchange about a book is required before the book can be sent(the other is for cookbooks--see below)."

I would be happy to send the book back to you if you return my credit and send an additional credit to compensate for the shipping costs or you can send me the postage to cover the cost. This is what PBS advises. Again, taken right from the help section,

"Remember that the requestor is not required to send the book back at his or her expense. There is more information about this below. The sender of a problem book does risk losing credit, book and postage; this is the incentive NOT to send problem books."

"# A requestor does NOT have to return the item in a "problem" transaction

* if the sender wants the item back, he or she should send postage or a credit to pay for its return."


If you would like to view the help center page for yourself, here is the link http://www.paperbackswap.com/help/help_item.php?id=344

Please let me know what you would like to do so we can finish up this transaction.

Have a great day!"



Last Edited on: 11/1/08 8:55 AM ET - Total times edited: 1
Date Posted: 11/1/2008 8:54 AM ET
Member Since: 1/15/2008
Posts: 1,748
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Oh sorry, when I posted it, it wasn't all smooshed together like that, I'll see if I can fix it.

Date Posted: 11/1/2008 8:55 AM ET
Member Since: 1/15/2008
Posts: 1,748
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it looks fine when I go in to edit.. anyone know how I can clean this up?

Date Posted: 11/1/2008 9:30 AM ET
Member Since: 2/28/2007
Posts: 2,164
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I think you are doing everything just right. Now it's up to the sender to do the right thing.
Date Posted: 11/1/2008 9:42 AM ET
Member Since: 1/15/2008
Posts: 1,748
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Thank you, Lisa (sorry that was so hard to read, I tried to fix it but can't seem to figure it out). What do I do if he won't return the credit or gives me a hard time?

Date Posted: 11/1/2008 10:35 AM ET
Member Since: 6/30/2006
Posts: 2,303
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It was hard to read... but most of us here have seen it before and recognize it when we see it. ; )

I would try to wait and see. If he gets unpleasant, TPTB want to know about it. (They have access to your PMs. Just let them know which transaction/member you are having a problem with.) If he doesnt resolve the problem, mark it unresolved.

I was having a problem transaction. I thought I might have already marked it unresolved. (In my case the member would not respond to my PM saying there was a problem). I checked my archive and I could not tell for sure whether I had marked it unresolved, or not. So I marked it (again?). That very day I got a PM from the member, saying that she had returned my credit. That was reassuring to me. I believe the system usually works.

Good luck.

Date Posted: 11/1/2008 11:40 AM ET
Member Since: 1/15/2008
Posts: 1,748
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TPTB?

I always see that and never know what it means, I know.. I'm dumb hehe

Glad to hear that worked out for you. So, PBS gets alerted when you mark unresolved and then they contact the member?

Date Posted: 11/1/2008 11:54 AM ET
Member Since: 1/29/2006
Posts: 54,837
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TPTB?

The Powers That Be...or, in other words, the PBS Team.  Seriously, if this person gets abusive in PMs you do want to send in feedback to let them know.  You can do that by using the Contact The PBS Team link on the main Help Center page.  Otherwise, you'll have to let the transaction run its course and the system do its job.  I agree with Lisa, you have done everything as you should and now hopefully the other member will realize.

Date Posted: 11/1/2008 12:04 PM ET
Member Since: 1/15/2008
Posts: 1,748
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Thanks! hahah I can't believe I didn't figure TPTB out! I love that term!!! :)

Thanks. Hopefully they won't take another 5/6 days before answering again.

Date Posted: 11/1/2008 3:45 PM ET
Member Since: 9/24/2007
Posts: 453
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By the way- before marking a transaction unresolved- always check your credit registry.  I have had a sender return my credit, but not respond to my e-mail.  I was about to say that  week had passed without them having responded but they had actually returned the credit several days before but I didn't realize it.  Conflict avoider I guess!

Sara

Date Posted: 11/1/2008 3:51 PM ET
Member Since: 6/30/2006
Posts: 2,303
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I would find it an ironic coincidence if after two weeks+ the sender just happened to fix the problem within hours after I marked it unresolved--(unless TPTB did get involved).

Right. (on checking credit registry) I think the return of a credit OUGHT to trigger an automatic email, but I don't think that it does.



Last Edited on: 11/1/08 3:53 PM ET - Total times edited: 1
Date Posted: 11/1/2008 3:53 PM ET
Member Since: 7/31/2007
Posts: 2,690
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Also, the sender here has the power...if they choose to do so they do not have to return the credit and there is really nothing you can do about it because TPTB will not get involved.

Date Posted: 11/2/2008 8:36 AM ET
Member Since: 1/7/2008
Posts: 797
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It sounds perfectly written to me.  And clearly exactly as PBS site rules dictate.

Date Posted: 11/2/2008 4:01 PM ET
Member Since: 1/15/2008
Posts: 1,748
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Still waiting for response and I had checked my credit registry just in case a couple of days ago but nothing...

A few really nice people had gifted me a credit when I got my HS diploma recently and each time it happened I got an email about it in my regular email so I figure if he sends my credit back I will probably be alerted but I will double check for sure!

Date Posted: 11/2/2008 4:28 PM ET
Member Since: 12/9/2007
Posts: 9,601
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Generally, whenever you get an unscheduled credit given to you by someone else - you do get notice.  That's been my experience.

Ruth

Date Posted: 11/2/2008 6:11 PM ET
Member Since: 7/7/2007
Posts: 4,815
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<<I figure if he sends my credit back I will probably be alerted but I will double check for sure!>>

Nope, for some reason we don't get emails for this; keep an eye on your credit log to be sure.

Cheers,

Catt

Date Posted: 11/2/2008 7:26 PM ET
Member Since: 6/30/2006
Posts: 2,303
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I recently had a member return a credit due to a RWAP book. I have most automatic PBS emails turned off so I checked my club communications to see whether I had received a notice of the returned credit. There was a PBS email-- the subject was : "New Book Request communication! "

The actual email said:

"The member xxx that mailed you the book 'YYY' has added a comment to the dialogue for this request. Please click the following link to read this comment.
(link)
THIS IS AN AUTOMATED EMAIL. REPLIES TO THIS EMAIL ARE NOT READ. PLEASE USE THE CONTACT US LINK ON THE PAPERBACKSWAP SITE FOR ALL COMMUNICATION."

The "comment added to the dialog" was a PM from the member saying "I have refunded your credit."

There was no notification from PBS that my credit balance had gone up, or that I had had a credit refunded. I got the impression that had the member herself not PMed me, I would not have been notified.



Last Edited on: 11/2/08 7:28 PM ET - Total times edited: 2
Date Posted: 11/2/2008 8:26 PM ET
Member Since: 8/19/2007
Posts: 4,256
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You don't get any notification when they send a credit back, but you can go to your COMMUNICATIONS file (can't remember the exact title, but it does have communication in it) and it will show that a credit has been returned to you.  Pat

Date Posted: 11/4/2008 7:21 PM ET
Member Since: 1/15/2008
Posts: 1,748
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No credit has been returned and still waiting for a response. Should I give a week between each email? It seems like this is going to drag on forever!!!!

Date Posted: 11/4/2008 8:24 PM ET
Member Since: 9/24/2007
Posts: 453
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FYI, if no one clarified you can check under your credit registry to see whether or not you actually got the credit.

Sara

Date Posted: 11/6/2008 11:15 AM ET
Member Since: 1/15/2008
Posts: 1,748
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I did not get the credit, I've looked.

Tomorrow night around midnight it'll be another week since his last response. I'm debating if I want to wait until Saturday or not to mark it unresolved. By then it will be over 2 weeks since I orig marked it RWAP and sent the first message. I'm also wondering... let's say I do wait until Saturday morning and get another reply from him that I again have to respond to, do I wait ANOTHER week for him to respond again? Clearly he's not going to the library to use their computer because he responds in the middle of the night so giving a week between each response seems awful generous, especially since I respond to him within hours.

Date Posted: 11/6/2008 11:22 AM ET
Member Since: 8/27/2007
Posts: 3,326
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Remember - just because it's the middle of the night where you are, doesn't mean it's the middle of the night where he is. He could be traveling for work or pleasure and not have unlimited access to the web.

It could be that he is just ignoring you, too and letting it go by not responding.

Date Posted: 11/6/2008 11:50 AM ET
Member Since: 6/30/2006
Posts: 2,303
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If you haven't yet, I would mark it unresolved. Based on my recent experience, after about a week-10 days, I'd mark it unresolved again--and continue to do so about every week (depending, of course, what happens in the meantime)

I base my suggestions solely on this: The one time I thought I was going to have to "let it go". My credit was returned hours after I marked it "unresolved" -- possibly for the second time, because I couldn't remember for sure if I had already done so. 

Maybe it was a unique experience. If I ever have the situation come up again, I can test my theory. Until I learn differently, either through instruction or further experience, I am going to continue to think that works.

Date Posted: 11/7/2008 9:37 PM ET
Member Since: 1/15/2008
Posts: 1,748
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I've decided I'm going to wait until tomorrow morning. If I do not hear anything back from this member by tomorrow morning (in case Friday midnight-ish is the only time this guy can get on the computer) then I'm marking it unresolved for sure! I've laid the PBS rules out in a very clear manner so if he is unwilling to resolve the matter or even respond then so be it.

I wish there was a way we could see if our sent PMs have been read!

Date Posted: 11/8/2008 7:21 AM ET
Member Since: 1/15/2008
Posts: 1,748
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I've marked it UNRESOLVED. Apparently I'm just being ignored.

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