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Topic: RWAP question- what are the rules?

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Subject: RWAP question- what are the rules?
Date Posted: 6/10/2012 5:03 PM ET
Member Since: 1/27/2009
Posts: 46
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I marked a book RWAP because there was marking throughout the book and I hadn't agreed to any textbook  conditions. This is how it went:

Problem: Damaged by Sender

The member to whom you shipped your book 'Biology As Ideology: The Doctrine of DNA' has sent you this personal message:

"Hi,

I'm sorry to have to RWAP this book, but there is writing and underlining in the book in black ink in several sections. Books with underlining/writing on text pages are not supposed to be swapped unless the sender PMs the receiver and they agree to a "textbook condition" book. Also, the tape used to wrap the book adhered to the cover in several places. I realize you may not have remembered that this book had writing in it, but I would like to ask for my credit back as the book was not technically postable. "

You did get credit from the system for sending the book. ***The requestor is asking you to refund credit for this book.***

What I got back was:

"Didn't realize it was such a big deal. Send it back then."

 

Isn't the sender supposed to refund my credit first? And what about postage? I seem to recall the sender of the RWAP book was supposed to supply a credit to cover postage, but I honestly can't remember and I don't know where to look in the help docs. I was just surprised by the brusqueness of the reply and wanted to know what the rules were before I responded.

Date Posted: 6/10/2012 5:50 PM ET
Member Since: 7/29/2005
Posts: 641
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Isn't the sender supposed to refund my credit first?   Yes.

And what about postage?   IF you agree to send it back, they need to send you additional compensation for the postage. 

 

You can find this under Help docs: A requestor says there is a problem with a book I sent! 



Last Edited on: 6/10/12 5:50 PM ET - Total times edited: 1
Date Posted: 6/10/2012 7:01 PM ET
Member Since: 8/16/2007
Posts: 15,185
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I would send them these parts of the Help Center:

Under "Book Condition Criteria for 'Swappability' at 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/Workbooks and travel guidebooks --see below)

Dust Jacket:

  • The DUST JACKET (this is not the same as the cover of a book) does not have to be included with a book at all, unless the requestor had this in their Requestor Conditions.
  • So DUST JACKET condition cannot be considered as part of the condition of a book, unless there were Requestor Conditions on the request specifying that the dust jacket be included.
  • If the Dust Jacket was to be included as specified in the Requestor Conditions on the request, the Dust Jacket must meet the same conditions as defined for the cover, below.

Cover:

  • Must both be present (front and back)
    • note that a paperback missing its front cover is usually an illegal, unsold copy
    • "cover" does not = dust jacket. Hardcovers do not need to include their dust jackets to be swapped here.
  • Cover not water damaged (there may be no water damage to any part of the book)
  • Cover not torn or chewed/gnawed
    • some used book stores cut out a small part of the cover; if the amount missing is less than 1 square inch, this is OKAY
    • a small rip (less than 1 inch) in the cover is OKAY
    • yes, that does say "chewed/gnawed" above. That means no pet-chewed (or human-chewed) books.
  • A bookplate inside the cover or on the flyleaf is OKAY

Binding:

  • Must be intact, with no separation on the inside or outside of the book
  • If the book tends to open at a particular page, this is OKAY
  • Small amount of fraying or denting at top or bottom is OKAY

Pages:

  • No torn or chewed/gnawed pages
    • yes, that does say "chewed/gnawed". That means no pet-chewed (or human-chewed) books.
  • No loose or missing text pages
    • for travel guide books - maps if designed to be detachable may be detached, but must be included.
  • 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
    • a signature or note on the flyleaf or inside front or back cover is OKAY
    • an author's signature on the title page is OKAY
    • writing or highlighting or underlining 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 in a reply PM before the book is sent
        • This is the one of the ONLY three cases in which a PM exchange about a book is required before the book can be sent (the others are for travel guidebooks and cookbooks--see below).
      • Exception: if it is a travel guide (not a picture book but a guide, such as Fodor's or Lonely Planet), some writing on text pages could be expected. All maps must be present and included with the book - if detachable it is OK if they are detached, but they must not be missing.
        • if you post a travel guide that has writing in it, the condition must be described to the requestor in a Personal Message
        • AND the described condition MUST BE AGREED TO in a reply PM before the book is sent
        • This is the one of the ONLY three cases in which a PM exchange about a book is required before the book can be sent (the others are for textbooks/workbooks and cookbooks--see above and below). 

and

A requestor says there is a problem with a book I sent!

If a book you sent was marked received with a problem, you will receive an email from PBS notifying you of this, and including a message from the receiver of the book. The information below will help you sort out what the different problem categories are, and also help you resolve the problem swap.

Basically, if you get an email saying that a book you sent was marked received with a problem, you should:

  • Read the information in the email to understand what the problem was (and consult the information below if necessary to decide if this was indeed a problem swap).
  • Reply to the requestor promptly, offering resolution if there was a problem OR politely disputing the problem.
    • You can reply from the link in the email, or directly from your Personal Message center - a copy of the "problem" message will have been sent to you as a Personal Message.
    • You can refund credit from the swap in your Transaction Archive (click Request Details on the swap in your Transaction Archive to see the Refund button - detailed instructions are in How do I refund credit(s) to another member?)
    • If you dispute the nature of the problem: you should be sure to write your PM response to the requestor by using the link in the email you received, or by clicking the PM button on the swap in your Transaction Archive. This will record your response on the transaction and if your account is ever reviewed for problem swapping, this information will be there to explain what happened in this swap.
    • If you are not sure about whether you dispute the described problem, you can ask the requestor to take digital photos of the book - she or he can upload them to a free photo-hosting site and send you a link OR send you the digital images as email attachments if you give him or her your email address.
  • Remember that the requestor is not required to send a problem book back at his or her expense. The sender of a problem book does risk losing credit, book and postage; this is the incentive not to send problem books.
    • If you want a problem book back you can provide a stamped, self-addressed envelope to the requestor by snail mail (or you can give the requestor an extra Book Credit to compensate for postage, if both of you agree on that).
    • Refund and postage compensation must be completed first - before the requestor returns the book (= it is not OK to wait to refund credit until getting a problem book back in the mail, or to expect the requestor to send the book back before getting postage compensation as described above).

You do need to reply to the requestor if you get a report of a problem swap, and resolve the problem if there was one. Because the requestor can provide follow-up on how the problem was handled, resolving the problem will greatly reduce the effect of a problem swap on your account record. Unresolved problems (or not Responding to PMs about a problem swap) will more seriously affect your account record, if a pattern of this accumulates on your account. Remember that one problem swap will not harm your account, even if it is marked as unresolved by the requestor who gives follow-up on how you handled the problem.

If you don't respond to the requestor about the problem within a week, we may step in - although we cannot assess the truth of a situation, if one member is refusing to communicate with the other, that member may be judged as "in the wrong" for this reason and non-response will be taken as admission of fault on the part of the sender. Courtesy is important! We know a problem swap can be frustrating, but it is important for both members to remain courteous during the process of discussing/resolving the problem.

More information about problem swaps follows:

What is a problem swap?

There are nine types of problem options that a requestor can choose from when marking a book received:

Damaged by Sender

 



Last Edited on: 6/10/12 7:02 PM ET - Total times edited: 1
Date Posted: 6/10/2012 9:02 PM ET
Member Since: 12/28/2006
Posts: 14,167
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Yes Michelle, you are correct.  The book should not have been mailed FIFO without the sender involking the 'textbook clause', pming you the details of book condition, and receiving your approval prior to mailing.

Returning the book is optional for you.  If you agree to do so, the sender must first compensate you for the cost of return postage (either a credit, SASE, etc.).  This is clearly stated in the rules, which Melanie has posted above.

Date Posted: 6/11/2012 11:19 AM ET
Member Since: 1/27/2009
Posts: 46
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Thanks everyone! The sender decided they did  not want to give me a credit to have their book returned, but they returned the one for my order. There was some flouncing, but I have my credit back. I just don't get the rudeness, but everything is fixed up thanks to you all and the help documents.

mistie -
Date Posted: 6/11/2012 3:00 PM ET
Member Since: 9/27/2007
Posts: 2,017
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There was some flouncing, but I have my credit back.

Happy they returned your credit. Hopefully next time they have a book with highlighting they will realise it is "that important".

Date Posted: 6/11/2012 9:00 PM ET
Member Since: 1/22/2011
Posts: 2,389
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It amazes me, when people who know the rules here are met with insolence when kindly pointing them out to members who didn't read them.  Good for you Michelle for being courteous, yet standing up for yourself.  I have lost credits by not wanting the confrontation.  When I do ask for a credit return (rarely), i always end up feeling bad. Not winning.