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Topic: RWAP - unresolved - affect the account?

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Subject: RWAP - unresolved - affect the account?
Date Posted: 9/6/2010 9:34 AM ET
Member Since: 2/2/2010
Posts: 1,206
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I have two questions about marking things unresolved.

I had a book I sent marked as damaged by the post office, no PM from the receiver, no request for the credit back, and now it is marked unresolved. Is that a problem for my account?

Also I marked one unresolved because the sender and I chatted back and forth and she said that a book with lots of highlighting was postable, I said it wasn't. I didn't ask for a credit back (I should have) but I marked it unresolved based on "Sender did NOT resolve the problem means that the sender responded to your PM, but did not settle this swap to your satisfaction, and there is no further negotiation happening this could be because you disagreed about a book's condition". Was that unreasonable of me? Is there anyway to go back and mark it resolved just to be nice on my part?

Date Posted: 9/6/2010 9:52 AM ET
Member Since: 5/14/2009
Posts: 6,852
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Margaret, when you received notification that a book you sent was damaged, that was your PM to contact the requestor.  When you didn't respond to that notification, you were in a way ignoring her complaint. That is why she/he probably marked the transaction unresolved.  Even if the book was damaged by the PO, you should have contacted the requestor

Once you mark a book received, resolved or unresovled you can not change the status of the transaction.

One  unresolved transaction will not harm your account.  However, if it becomes a trend they PBS Team will evaluate your account.  They will look at the unresolved transactions and review the communication.   When you do not commiunicate with the sender, they do not have your side of the facts and they won't go on a fact finding mission.

This is from the help docs:  For the full content of the Help Doc read "A requestor says there is a problem wiht a book I sent!"

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 link to the information here.   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 a Personal Message about the problem, you should:

  • read the information in the PM 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 PM offering resolution if there was a problem OR disputing the problem if you believe that this was not a problem swap
    • You can refund credit from the swap itself (click Request Details on the swap in your Transaction Archive to see the Refund button)
    • If you dispute the nature of the problem: you should be sure to write your PM response to the requestor 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.

  • Remember that the requestor is not required to send the book back at his or her expense.   There is more information about this below.  The sender of a problem book does risk losing credit, book and postage; this is the incentive NOT to send problem books.

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.

If you dispute the nature of the problem, you should be sure to write your PM 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.



Last Edited on: 9/6/10 9:53 AM ET - Total times edited: 2
Date Posted: 9/6/2010 10:12 AM ET
Member Since: 8/15/2007
Posts: 3,044
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Since they didn't PM her about the damage, I don't really see why it would count against Margaret that she didn't PM them. I think if they ever had to review your account they would see this and it wouldn't count against you.

I would have also marked the highlighting RWAP as unresolved. I don't think asking for a credit/receiving one is the one thing to determine resolved or not. I think if you get a refund, it's nice to mark it resolved, but otherwise, it's up to you.

Date Posted: 9/6/2010 11:00 AM ET
Member Since: 5/15/2005
Posts: 1,328
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I agree with Amee. I probably would have contacted the other member for more information but in the rules stated above, action is required only if you receive a PM from the requestor on a problem swap. An automatic email from pbs is not a PM from the requestor. Whether or not it's counted against you, I can't say.

I checked my transaction archive and it doesn't appear that you can change your follow-up response once you've submitted it.

Date Posted: 9/6/2010 11:21 AM ET
Member Since: 7/31/2007
Posts: 2,690
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I agree that if you do not receive a PM from the Requestor then you are not obligated to contact them.  The notification from PBS is not contact from the person that received the book unless they fill in the section describing the damage and request contact/credit return.

As far as marking the issue with the highlighting "unresolved" you didn't ask for a credit return, how did you expect the sender to "resolve" the issue?  FYI, a book with highlighting is postable under the "Textbook" clause so, in that  part the sender was correct...the place she made her mistake was in not contacting you before she sent the book to get your approval.  In this case I would have either marked it Resolved since you made no specific request or just left it hanging...neither resolved or unresolved.

Date Posted: 9/6/2010 12:08 PM ET
Member Since: 1/17/2009
Posts: 9,669
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On the book that you sent that was marked damaged by Post Office .... no message from the receiver means nothing to resolve. Even if they did ask for their credit back on a damage by Post Office, you are not required to return it unless you feel that your packaging of the book contributed to the Post Office damage. This will not affect your account at all unless for some reason you are sending out a lot of books that are damaged by the Post Office ... in which case PBS may conclude that your packaging IS to blame.

As far as RWAPs that I mark myself .... if I do not ask for my credit back, then I do mark the RWAP resolved. I feel it is a little bit unfair to NOT ask for a credit back and then to mark it unresolved.

Date Posted: 9/6/2010 4:30 PM ET
Member Since: 12/28/2006
Posts: 14,167
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"I agree that if you do not receive a PM from the Requestor then you are not obligated to contact them. "  +1  -  The receiver needs to provide you with information (book damage) and a method to resolve the situation.  That should be their responsibility (even if it's just 'the book was well wrapped...unfortunately, you just won the Media Maul lottery today'), it would then be the receivers responsibility to respond/answer and submit their input.  IMO notification by PBS that a RWAP has been posted does not constitute member notification, nor does it offer up information as to details of the problem...therefore the sender does not have the information they will need to made any decision as to the correct resolution.

Margaret, you shouldn't feel bad about the RWAP you posted . . . if there was a route the sender could have taken to result in a 'resolved' resolution.  Sometimes for me, that would involve the return of my credit . . . but other times I might only be looking for an acknowledgement, appology, and assurance the sender will check their books better in the future.



Last Edited on: 9/6/10 4:33 PM ET - Total times edited: 2
Date Posted: 9/6/2010 6:23 PM ET
Member Since: 1/14/2008
Posts: 346
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When you mark something RWAP, isn't there a space to note what all was wrong? So when the person who sent the book gets the message, that there is the communication between the members?

Was there communication from the other member in the RWAP e-mail you got?

Date Posted: 9/6/2010 6:51 PM ET
Member Since: 5/15/2005
Posts: 1,328
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When you mark a book received or received with a problem, there's two blocks to put information in, both are optional. Only information in the first section shows up in a PM to the member, the second is for the sites records only. It's possible the recipient added information to the comments to pbs section not knowing that that information is not shared with the sender. 

Date Posted: 9/6/2010 10:12 PM ET
Member Since: 8/26/2006
Posts: 9,322
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You could always PM the person who marked it unresolved and ask why. 

Date Posted: 9/7/2010 7:50 AM ET
Member Since: 2/2/2010
Posts: 1,206
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Denise L. expressed best how I feel about it when she said "but other times I might only be looking for an acknowledgement, apology, and assurance the sender will check their books better in the future" because I really got none of that from the PM exchange with the sender, she said the book was fine, and postable with out a PM before sending and that the highlighting was "done very carefully" - what ever that might mean.

But now I am over it and wish maybe I had marked it resolved - just so that I don't worry that she is mad at me - is that crazy??

And about my damaged WRAP, I waited for any PM from the sender, the book was in a bubble mailer and I really wanted to know what the problem was in case I should stop using them and I was prepared to give a refund if I was asked, but nothing ever came. I guess that is why it seems odd to have that as unresolved on my record.

Thanks for all the feedback, I really think I am over thinking some of this, some days I just need to back away from the computer. I just really enjoy PBS, the books, the reviews, suggestions and the camaraderie.