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Topic: RWAP Refund Runaround From Member (Advice Please)

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Subject: RWAP Refund Runaround From Member (Advice Please)
Date Posted: 3/12/2017 3:09 AM ET
Member Since: 8/15/2005
Posts: 471
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i ordered a book on 2/28. i received it on 3/6. when i opened it i found yellow stains soaked through the books pages. the book was wrapped in a plastic bag as per my RC's. so i marked the book received damaged by sender. i ask her/him to please refund my credit please. now it's almost a week later and i still haven't gotten my credit back for this damaged book. i have been going back and forth in pms with the sender and this problem still hasn't been resolved. here are the pm's between us.

Molly To sender:

Problem: Damaged by Sender

The member to whom you shipped your book 'has sent you this personal message:

"Thanks for sending the book. i really appreciate it. Unfortunately there is a problem with it. The book you sent me, 
does not meet the guidelines for posting on PBS. Some of the pages have yellow stains. This problem makes this book unpostable by site guidelines, and I won't be able to swap
the book again. The guidelines for posting are found here: http://www.paperbackswap.com/help/help_item.php?id=205

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.

Please let me know if you are willing to do this.

i know no one intends to send a problem book. this was probably just a simple mistake. completely understandable with all the craziness in a lot of our day to day lives. i hope we can work this out and trade again in the future."
"

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

For more details about this problem and how to handle it, please refer to the email sent about this transaction.

We know that no one intends to send a problem book; we appreciate you working with the requestor to resolve this problem.

Please use the box below to reply to the requestor about this problem transaction:
 

Sender to  →  Molly M. (freeverse071681)

3/6/2017 @ 4:14 PM ET

 

Hi I got that book from a PBS member not to long ago

Molly M. (freeverse071681)  →  To Sender 3/6/2017 @ 5:44 PM ET

 

I understand that you got it from a PBS member but if you got it from another member with these yellow stains then they shouldn't have posted it that way either. the yellow stains on this book make it upostable by PBS guidelines. i'm sorry if another member sent this book to you with stains but that means that that PBS member was in the wrong. I would appreciate the refund of my credit please.

Sender To   →  Molly M. (freeverse071681)

3/6/2017 @ 9:12 PM ET

 

I scanned through the book but my daughter didn't want it I didn't notice stains I'm sorry please return the book to me how do I refund the credit

Molly M. (freeverse071681)  →  To Sender

3/7/2017 @ 3:08 AM ET

 

It is not a problem for me to send the book back, but if you truly want it back 2 credits would need to be sent in order to cover my cost of postage. 

As per the PBS regulations-

"Remember that the requestor is not required to send a problem book back at his or her expense. 
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)."

Again, I am sorry about the book, and I would like to get this situation resolved as smoothly as possible.

Molly M. (freeverse071681)  →  To Sender

3/7/2017 @ 7:31 PM ET

 

I have pictures of the stains on the book if you would like proof of the damage.

Sender To →  Molly M. (freeverse071681)

3/7/2017 @ 8:12 PM ET

 

How do I refund credit I'm new here

Molly M. (freeverse071681)  →  To Sender

3/7/2017 @ 8:19 PM ET

 

do you want to refund 2 credits and have me send the book back to you? or do you just refund 1 credit which means I keep the book? here are the instructions on how to refund a credit/credits

•Go to your Transaction Archive: http://www.paperbackswap.com/members/transactions/index.php
•Locate the transaction in the list.
•Look on the right side of the transaction for the Request Details link -- click that
•On the Request Details page, find the Give Refund button to the right of the cover image on the transaction. Click that. Confirm the refund if a box pops up to ask you to confirm.
•That's it!

if you want me to send the book back you must also transfer a credit to my for the cost of postage. the transfer credit button is at the top of the account page.

Molly M. (freeverse071681)  →  To Sender

3/7/2017 @ 8:22 PM ET

 

sorry I got the transfer credits part wrong. in order to transfer credits to another member you have to click on their screename and their profile page comes up. at the top of the page are 3 buttons send pm,+ friend, and give credits. click on give credits and then how many you wish to give.

Molly M. (freeverse071681)  →  To Sender

3/9/2017 @ 9:49 AM ET

 

I am still waiting for the refund of my credit/credits please. please let me know what you want to do about this situation. thank you.

Molly M. (freeverse071681)  → To Sender

3/11/2017 @ 2:11 PM ET

 

I have been waiting for your reply to this situation. please let me know by March 16th. Which is this Thursday what would you would like. I am willing to send you back the book for 2 credits. the refund of the book and a 2nd credit to cover the cost of postage to send it back to you. or if you don't want the book back just 1 credit to cover the refund for the book. if I don't hear back from you and have the refund situation resolved by then I will be contacting the PBS team regarding this matter. thank you.

Sender To →  Molly M. (freeverse071681)

3/11/2017 @ 4:24 PM ET

 

HOW DO I REFUND A CREDIT I KEEP ASKING AND YOU KEEP AVOIDING THE QUESTION GROW UP

Molly M. (freeverse071681)  → To Sender

    3/11/2017 @ 6:06 PM ET

 

i sent you a pm telling you how to refund the credit here are the steps to do so

here are the instructions on how to refund a credit/credits

•Go to your Transaction Archive: http://www.paperbackswap.com/members/transactions/index.php
•Locate the transaction in the list.
•Look on the right side of the transaction for the Request Details link -- click that
•On the Request Details page, find the Give Refund button to the right of the cover image on the transaction. Click that. Confirm the refund if a box pops up to ask you to confirm.
•That's it!

if you want me to send the book back you must also transfer a credit to my for the cost of postage. the transfer credit button is at the top of the account page.

 

did i not make the refund process easy to understand or is it to confusing/hard to understand? i tried to make it easy for this member to understand the refund process. was my answer not clear enough? is there a way i can  simplify it. i mean i know the last message  probably sounded a little harsh but it seems like i just keep repeating the same thing over and over without a resolution. 

what would you do in this situation? i am very tempted to just contact the PBS team and let them handle this one. this member seems to be making this refund way more complicated than it needs to be. might just be my perception of the situation though. sny suggestions/advice would be much appreciated. thanks.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 



Last Edited on: 3/22/17 3:15 PM ET - Total times edited: 2
Date Posted: 3/12/2017 3:50 PM ET
Member Since: 2/13/2007
Posts: 2,272
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Clueless new member who also seems unable to read instructions. You could refer this to the Team but I doubt they would do much other than refer the member to the Help Center. How frustrating!

Date Posted: 3/12/2017 4:27 PM ET
Member Since: 10/24/2008
Posts: 1,426
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Your instructions to refund a credit are really simple. The best thing to do, is just tell her that if the credit/s aren't refunded by a certain date, you'll just have to mark the transaction as unresolved and move on.

Date Posted: 3/12/2017 6:36 PM ET
Member Since: 4/28/2009
Posts: 9,721
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No, PBS will deal with this based upon your evidence in the PMs that have gone back and forth.  It's clear she wants to refund your credit--PBS can do that for her.  Then if she still wants you to send it back, she needs to send you the second credit.

Date Posted: 3/13/2017 8:39 AM ET
Member Since: 8/15/2005
Posts: 471
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Update Of OP:

well the member refunded the credit yesterday evening. she refunded 1 credit so i am going to assume that she doesn't want the book back. this was the most frustrating book transaction that i have had since joining PBS (back in 2005) i don't think i want to pm her again about the 2nd credit for returning the book to her. i plan to give her till the 16th which is this thursday to let me know if she still wants the book back and if i don't hear anything i will offer it as an unpostable freebie in the  forrums.

haven't had many problem swaps either. this was the second copy of this book that i got that was damaged. it seems like since the site started making members pay for their memberships a lot more problem books have been showing up. (at least for me) i would think that if you were paying for a site you would be even more careful about what you send out to other members.



Last Edited on: 3/13/17 9:49 AM ET - Total times edited: 1
Date Posted: 3/13/2017 9:02 AM ET
Member Since: 6/20/2007
Posts: 4,979
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Generally speaking, I do not send problem books back. I have requested my credit back for problem books, and have never had a member ask for the damaged book back. Since the rules do not require me to send the book back, I assume I'm not going to get the extra credit to do so. Reading through forum posts like this one, it is so rare, at least in my experience, that a sender actually agrees to send a second credit to cover the cost of return shipping, so I just don't even offer to send it back. If a member, like in the OP's case, asks for the book back, I would copy and paste from the HC where it says that the receiver is not required to send the book back and leave it at that.

Date Posted: 3/13/2017 9:54 AM ET
Member Since: 8/15/2005
Posts: 471
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got a response from the other member this morning. here's what she had to say.

Sender To Molly:

 

Hi I refunded you 1 credit yesterday it's all I had in my account thanks for explaining to me how to refund a credit keep the book or give it away have a great day

 

from what i got from this member she doens't send out a lot of books and not a lot of members order from her. i looked at her profile and saw that she has all of her  shelves on private. i wonder if this is why she isn't getting many orders.

Date Posted: 3/13/2017 1:39 PM ET
Member Since: 1/25/2010
Posts: 3,015
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I had a similar situation over on SaCD; wrong edition of a CD (by "wrong edition", I mean it was an entirely different cast on a 2-disc musical, Broadway instead of London). They said they'd matched it as closely as they could, but it said in like 4 places that it was a different one and there is a listing for both... End result was the same. They said they wanted it back but didn't want to send a credit. I thought I had a copy of it but couldnt' find it so I offered to add it to my WL and have them "send" it to me so I'd have paid my credits for it (even though they'd have gotten to keep the 2 credits originally when I had to RWAP to keep my place in line) but they weren't up for that either ::shrug::