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I received a hardback book today that was water damaged. It was wrapped in wax paper and the PBS wrapper. There was no obvious damage to the wrapper. I marked it RWAP, described the damage and requested that my credit be returned. The sender politely acknowledged my PM but said that she felt the damage was not her fault and declined to return my credit. According to her profile, she has been a member for 10 days.
I hate to mark the transaction as unresolved, however, the fact remains that the book has water damage and I can't re-post it.
Any advice would be appreciated.
P.S. The dust jacket was stained from where the wet book bled onto the jacket.
If you have access to an electronic camera or webcam, you might take photos of the damage (and the undamaged wrapper) and post them to a free photo site like PhotoBucket, then send her the links.
Since she's a new member, you might also want to cite the appropriate parts of the Help Center, including the condition guidelines and the part about "If your book did not meet PBS criteria , you should refund the credit.", as well as remind her that you'll otherwise have to leave feedback on the account that she did not resolve it, which will give her a black mark.
The suggestion of taking pictures is a great one. To be honest, a Sender does have the right to assert that the damage was not their fault, and the burden of proof can easily fall on the Requester. The long-term effects of "black marks" has been somewhat overstated the PBS populous, but it's not exactly a red herring either. If you would like to make the argument based on the follow-up button in the Transaction Archive I believe this line from "A requester says there is a problem with a book I sent!" might be worth paraphrasing or pointing out:
If a requestor sends you a Personal Message about a problem swap, you do need to reply, and to 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.