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Topic: RWAP - How to word response?

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Subject: RWAP - How to word response?
Date Posted: 1/4/2010 3:55 PM ET
Member Since: 11/11/2008
Posts: 16,558
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Thankfully, with the exception of today, I have never received a RWAP. (*knock on wood*)

Today, I received a book that has several ripped pages, a ripped cover (more than an inch) and lots of water stained pages.

Because I have been fortunate and haven't had to mark a book RWAP before, I am nervous about having to send the response. I know from reading the forum that people can kind of take offense. I would like to try to avoid that if possible in the beginning and writing a nice but firm response. Would someone please help me? I can be somewhat terse in emails and such (not that I mean it)...

Thank you!

Date Posted: 1/4/2010 4:11 PM ET
Member Since: 1/17/2009
Posts: 9,725
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Try this:

Hi, Thank you for sending your book "blah blah blah". Unfortunately, it has some damage which makes it unpostable. (Describe damage here). It does not seem like it was damaged in the mail because the packaging was not damaged.

I would like you to refund the crdit for this book, since I will be unable to post it when I am done.

I can supply pictures of the damage, if necessary. (Put this in if its true).

I would appreciate a response before (give a date here a week away ... that's how long PBS allows for a response to a problem PM).

Thanks so much!



Last Edited on: 1/4/10 4:12 PM ET - Total times edited: 1
Date Posted: 1/4/2010 4:16 PM ET
Member Since: 1/29/2006
Posts: 54,837
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PBS has a recommended text that's really a good place to start, I think:

"Thanks for sending the book.  Unfortunately there is a problem [explain the problem here--if this was an unpostable book you can say that the problem "makes this unpostable by site guidelines, and I won't be able to swap the book again"].  I would like a credit refund, which can be accomplished by clicking Give Refund in your transaction archive on the Request Details page for this swap, and I will be happy to mail the book back to you if you will provide postage."

I do tweak it a little:

Thank you for sending the book! (for no particular reason, I like TY in this instance, not "Thanks".).  Unfortunately, there are a couple of problems.  The book has several ripped pages, a cover rip of greater than 1" and water damage.  All of t hese things are against PBS Posting rules, making the book unpostable by site guidelines and I won't be able to swap the book again.   I would like a credit refund, which can be accomplished by clicking Give Refund in your transaction archive on the Request Details page for this swap. 

Thank you,
Your Name.

Now, personally, I leave out the whole "will mail it back" part and let them bring that up if it's something they want to address.  Do know that they have to give you an *extra* credit if they want the book back, it's not "send back the book and I'll give you the credit". 

Good Luck!  Thankfully problems really are few and far between for most people and hopefully you won't get another for a long time. :-)

 

Date Posted: 1/4/2010 4:19 PM ET
Member Since: 11/11/2008
Posts: 16,558
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Those sound terrific! Thank you for the help. :) They are worded much better than something I could come up with.

Date Posted: 1/4/2010 4:20 PM ET
Member Since: 1/17/2009
Posts: 9,725
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Yes, I agree not to offer to mail it back in your first communication. Let the other member ask, if they want it back.

That just opens up another can of worms. But, if they are willing to refund your original credit and give you another one to cover postage without arguing about it, then I would just send it back.