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Topic: RWAP - Need help with wording

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Subject: RWAP - Need help with wording
Date Posted: 9/5/2008 11:20 PM ET
Member Since: 4/3/2008
Posts: 541
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I marked a book RWAP for water damage.  The sender's reply says "If you want to send it back I will make sure that it is remove from my credits."

I am willing to keep the book if I get my credit back, or send it back if she wants to give me another credit, as per the rules.

How do I word this?  I know enough to copy and paste the section of rules that deals with this, but I need help in presenting them without it sounding snippy or short.  I tend to be overly to the point in emails, and have been accused of having attitude before when I wasn't even upset.

Please help!

Date Posted: 9/5/2008 11:40 PM ET
Member Since: 6/4/2007
Posts: 2,941
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I've always had trouble with this because no matter which way you slice it the Sender is kind of at the mercy of a PBS-and-You team.  I've always just done my best to be as polite as possible while accepting there's not really a way of candy-coating this one.  "I'd be more than happy to mail the book back to you, however..." or "it's just that..." and then I explain, citing the rules and usually including a justification for the postage-credit rule.  You'd be paying twice for your single credit if you didn't get a second credit for returning the book (once mailnig an earlier book earning you the credit, and then again to mail the book back).  Just remember, you're not obligated to send the book back in order to get your refund credit.  This is how these things get testy, and I'm sorry I don't have any better suggestions. Hope it helps a little, and Good Luck!!

Date Posted: 9/5/2008 11:41 PM ET
Member Since: 7/31/2007
Posts: 2,690
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I'm assumming that the sender has replied to the initial request so, that is what I'm writing the reply based on.

 

Dear ______ (sender)

Thank you for replying so promptly that lets me know that this can be worked out.  With such promptness I know I can look forward to a return of my intial credit since I will not be able to repost this book due to the water damage.  If you would like for me to return to the book I would be glad to do so but, according to PBS guidelines you will need to send me an additional credit to cover the cost of postage.  As soon as I receive the return of my intial credit I will also act promptly in marking this issue resolved in the Transaction Archive.

Thanks

Date Posted: 9/5/2008 11:44 PM ET
Member Since: 4/3/2008
Posts: 541
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Oh, Christy, very nice.

 

Thanks so much. 

 

I hate these situations.