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Topic: RWAP - new member - how to handle.

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M.E. (ryenke) -
Subject: RWAP - new member - how to handle.
Date Posted: 1/20/2011 5:13 PM ET
Member Since: 1/6/2009
Posts: 625
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I had to mark an unpostable book RWAP today, I got a message in return which basically says,

I'm new, I don't know what to do, how would I refund the credit and if I refund the credit do I get my book back?


She (I think) was polite enough, so I'm wondering if anyone knows offhand an informal description of the RWAP process I could copy to reply back to her?  I will also point her in the direction of the help docs, but It is too much work right now for me to sit down and write it all out.  (Especially since the message I sent her about the RWAP specifically includes PBS instructions on how to refund the credit.)

I want to be nice, but she obviously posted 10 books to get her 2 free credits, and now I'm the first book she sent out, .....

Anyone have any pointers?  (That won't take too much work?)

Date Posted: 1/20/2011 5:25 PM ET
Member Since: 8/16/2007
Posts: 15,210
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I would direct her to the Help Center doc A requestor says there is a problem with a book I sent! That will give her a very good explanation of problem transactions and also clearly states that the receiver does not have to return the book.

Date Posted: 1/20/2011 7:13 PM ET
Member Since: 12/10/2009
Posts: 2,540
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"OY" is right. We were all new once . They will get better in no time at all one book at a time.

M.E. (ryenke) -
Date Posted: 1/20/2011 11:53 PM ET
Member Since: 1/6/2009
Posts: 625
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Thanks Melanie!  That link was good to use in my response, and I also remembered to say if they still had questions they should contact their tour guide (or any tour guide on the live help page). 

RWAPs are so difficult.  Ugh.

Date Posted: 1/21/2011 7:05 AM ET
Member Since: 4/23/2007
Posts: 9,520
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The very first book I ever sent had some slight water damage that I had missed (I didn't actually read the book), I sent a PM to the requestor and left it open as to how to resolve it, she was very forgiving, but you can bet I always check my books very carefully since then.