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Topic: RWAP & no PM - what would you do? **UPDATE**

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Subject: RWAP & no PM - what would you do? **UPDATE**
Date Posted: 3/31/2008 11:57 AM ET
Member Since: 10/24/2007
Posts: 1,313
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After 100 books sent, I got my first complaint that a book I sent was received with a problem.  The person did not PM me so I have no clue what the problem was.  As far as I know the book was fine, but of course it's possible there was something I didn't notice.  I debated refunding the requester's credit since they didn't ask for it back, but then I decided I would for my own peace of mind.  I also sent a nice PM letting them know I refunded the credit, asking what the problem was, and apologizing for any inconvenience.  I haven't gotten a response yet and so now I'm feeling kind of bratty and wishing I hadn't bothered.

So, I'm just wondering what you would do.  Would you refund a credit without without someone asking (or even sending a PM about the book)?   Would you attempt to find out what the problem was and then decide whether or not to send a credit?   Would you do nothing?

Just curious.  I don't think I would handle it the same way if it happened again.  I would probably try to get more info before issuing a refund.

UPDATE - I finally got a PM back from the person who said she realized after the fact that she should not have marked it RWP and that they didn't understand the rules.  She offered to send back the book and pay for postage but I declined.  The message was so sweet and so sincere that I feel better about it.

In the future I will definitely find out the problem first before doing any kind of refund!



Last Edited on: 4/4/08 8:44 AM ET - Total times edited: 3
Date Posted: 3/31/2008 12:02 PM ET
Member Since: 1/17/2007
Posts: 1,051
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even when i get really, really nasty PMs about a book i've sent, i'll refund the credit, whether they ask for it or not.it's always my intention to send out good books. sometimes, what we both consider a "PBS acceptable" book is not in agreement. just to make me feel better, i'll refund.

Date Posted: 3/31/2008 12:07 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I would have asked what the problem was first.  I've seen people on here complain that someone marked a book they sent RWP for really stupid reasons-they ordered the wrong book, they've already read the book, hb w/o dust jacket when they had no dj condition etc....,  So I would have waited to see what they said was wrong with the book.  If it was something like the cover didn't match the photo (but ISBN, Author, Title & Binding did) then I'd politely respond that the picture doesn't have to match.  If it was an issue of the book starting to seperate or having a stain-then I'd probably give the credit back. 

Date Posted: 3/31/2008 1:21 PM ET
Member Since: 3/19/2007
Posts: 79
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I've only marked 1 book as RWP, and I didn't think it was the sender's fault, so I didn't request a credit. It was a hardcover, the sender wrapped it as pbs instructs. It was drenched - almost like it had been dropped in a pool. And it was a beautiful, bright sunny day. Who knows what happened? But they offered the book, spent extra to mail it, and I don't think what happened to it was their fault, so I thought it would be best to just not worry about it.

Sending the credit back without a request was a really sweet thing to do, but I think I'd wait for an email. :)

 

 

Date Posted: 3/31/2008 1:37 PM ET
Member Since: 6/20/2007
Posts: 4,974
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I definitely would have waited to see what the problem was.  But that's just me.

Date Posted: 3/31/2008 1:56 PM ET
Member Since: 10/24/2007
Posts: 1,313
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I guess what I'm really asking is would you take the initiative to PM the person about the book if they didn't PM you? All I got was the standard PBS message saying that my book was marked as RWP.

Date Posted: 3/31/2008 2:41 PM ET
Member Since: 10/22/2007
Posts: 4,013
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Maybe I'm just selfish with my credits, but if they didn't send me a PM, I wouldn't refund the credit.  I've had two RWP (and one wasn't really RWP -- I shouldn't have marked it received at all), and I didn't want a credit refund for one.  If someone asked for a credit back when the issue was "iffy," I'd probably return it, but I wouldn't do it just because. 

But you're probably nicer than I am! ;-D

Date Posted: 3/31/2008 2:43 PM ET
Member Since: 2/11/2007
Posts: 808
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Amy:

I would not refund a credit without knowing the nature of the "problem" - that's like pleading guilty in court without any idea of the prosecutor's evidence beyond a statement of charges. I'm certain you have an otherwise excellent record. Frankly, my advice would be to ask R&R if it'd be possible for them to follow up directly with that member to obtain a reason; if they get no response at all, I'd hope they could "clear" your account? That's what I'd do.

John

 

Date Posted: 3/31/2008 2:43 PM ET
Member Since: 7/26/2006
Posts: 526
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.

 



Last Edited on: 5/3/11 5:12 PM ET - Total times edited: 1
Date Posted: 3/31/2008 3:30 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I would PM them and ask what the problem was.  If they don't respond then you can contact R&R and ask them why you have this mark against you.  Let them know that you PM'd the other person and they didn't respond.  Then it's on record that you didn't just let the problem go w/o a response.  Of course you already sent them a credit back so it's not like they can bo back in and mark the problem as being unresolved.  I would PM them and ask what was wrong with the book and also ask them to go back and note that you refunded the credit.  So that's on record to on the off chance that you get another complaint.  Not that you send out bad books-but as you can see from the boards-people mark books RWP for really stupid reasons sometimes.

Date Posted: 3/31/2008 3:41 PM ET
Member Since: 10/24/2007
Posts: 1,313
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Yea, I'm not really worried about my account standing.  I was just curious if other people would take the initiative to see what the problem was or just let it go. 

Thanks for all the responses so far!

Date Posted: 3/31/2008 4:36 PM ET
Member Since: 2/11/2007
Posts: 808
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My point was that unless R&R can get a reason out of the recipient, you should be entitled to your credit back. I'm not comfortable with the idea of their marking RWP and walking away with your credit thereafter. It's rude of them not to respond; if it turns out later that they had a good reason not to respond right away, that can be dealt with later.

Bottom line:  Please tell R&R what you've told us, and then let it go.

Date Posted: 3/31/2008 4:44 PM ET
Member Since: 10/24/2007
Posts: 1,313
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John - I think you're missing the point of my post.  I'm not asking what I should do - I already made that choice.  I was just curious if other people would have taken the steps to see what was wrong with the book if the person didn't PM first.

Date Posted: 3/31/2008 5:25 PM ET
Member Since: 8/16/2007
Posts: 15,184
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Now that there is a button on the transactions to mark whether RWP have been resolved, I would follow up with them until I knew what the problem was and got it resolved to the point that they click that button stating that it was resolved.

I also would not have refunded a credit until I knew what the problem was, I have seen people mark books are RWP for their own errors like they ordered the wrong book, they ordered one they already had read, they really wanted it in HC and didn't realize they ordered a paperback, ... and a plethera of other reasons that had absolutely nothing to do with the sender.

Date Posted: 3/31/2008 5:31 PM ET
Member Since: 8/30/2005
Posts: 827
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If they don't respond then you can contact R&R and ask them why you have this mark against you.  Let them know that you PM'd the other person and they didn't respond.  Then it's on record that you didn't just let the problem go w/o a response.

Actually, if you click the PM button on the swap in your Transaction Archive, it will  be recorded that you sent it (the PM will actually be recorded right there on the details).  So probably no need to write R&R to ask them to note that, or to ask them why this requestor did that.  Maybe this was just a mis-click.  In any case, the requestor will know why she did it.



Last Edited on: 3/31/08 5:31 PM ET - Total times edited: 1
Date Posted: 3/31/2008 7:31 PM ET
Member Since: 2/16/2006
Posts: 1,956
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I've heard of people accidentally hitting the RWAP button & not even noticing that they indicated there was a problem.  I've also seen people complain about things that are postable and they didn't know it (names on the cover, ex-library, no dust jacket, etc.)   It's interesting how little some people actually seem to read on the site.  I would definitely send a PM asking what the problem was before refunding a credit.

Date Posted: 3/31/2008 7:42 PM ET
Member Since: 8/23/2007
Posts: 26,510
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Dani-that was the point I was trying to make.  That I'd want to know incase the person did it by accident or was mistaken about what is allowable.  This person could be marking postable books RWP on a regular basis simply because they have not read the rules or something.  Not likely but I would still want to know.  I would have no problem refunding a credit on a book with a legitimate problem. But I wouldn't want to give someone their credit back because they forgot to ask for dust jackets only or simply because they were bothered by a used book store stamp or something perfectly allowable. 

Date Posted: 4/1/2008 6:02 AM ET
Member Since: 8/26/2006
Posts: 9,310
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Personally, I'd wonder if the person had hit the button by mistake.  It's odd to mark it RWP without a message.  I'd send a PM, and if I didn't hear back I would refund the credit.

patticom - ,
Date Posted: 4/1/2008 1:40 PM ET
Member Since: 11/3/2007
Posts: 416
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I agree with the majority--I would PM and ask them what the problem was, but no way would I offer to refund the credit until I had a response.  Now if they responded that there was yellow highlighting in the pages and it was NOT a book I had read (so I'd know for sure if that were true), I would refund the credit at that point whether they asked for it or not, because I try to make it a point never to list books that are even remotely unpostable.  :)  But like the others said, mistakes and errors happen all the time--I seem to remember a posting a month or two back that someone was marking ex-library books RWP when they are clearly permitted on the site. 

patti

Date Posted: 4/3/2008 8:45 AM ET
Member Since: 3/13/2006
Posts: 2,024
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I also would PM to ask about the problem, so that I would know if I needed to be more careful in the future, for instance in flipping through unread books to check for underlining.

Date Posted: 4/3/2008 9:51 AM ET
Member Since: 8/1/2007
Posts: 5,034
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I would be dying of curiousity and would definitely PM them to ask what the problem was.   It if was book related or packaging or who knows what.  My curiousity would bug me until I found out the answer.

Date Posted: 4/3/2008 11:08 AM ET
Member Since: 1/10/2008
Posts: 345
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I wouldn't just automatically refund the credit.  If they didn't indicate a reason when they marked it RWP, it would tell me they either did it by mistake, or couldn't be bothered to elaborate -- and *that* would tell me there might not be much communication forthcoming. 

 

I admit that, if I was sure the book was okay when I sent it, my curiousity would probably get the best of me and I would end up PM'ing them to try to find out what the problem was.  But if they didn't get back to me, I wouldn't worry about it anymore.  If it isn't that important to them, it wouldn't be that important to me, either. 

Date Posted: 4/3/2008 6:24 PM ET
Member Since: 6/6/2006
Posts: 356
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I wonder if they marked RWP by mistake.  I have almost done that on occasion.

Date Posted: 4/3/2008 11:47 PM ET
Member Since: 12/18/2005
Posts: 1,807
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Shows you what I know. I thought you HAD to put a reason as to why the book was RWP. I know you have to choose one in the drop-down box (damaged by sender, etc.), but I actually thought you had to put something in the message part itself as well.

patticom - ,
Date Posted: 4/4/2008 2:53 AM ET
Member Since: 11/3/2007
Posts: 416
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While you technically don't HAVE to explain what the problem was, IMHO that is the polite and correct thing to do.  Otherwise, how will the sender and site owners know what's going on??