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Topic: Received book in bad condition-do I get my credit back?

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Subject: Received book in bad condition-do I get my credit back?
Date Posted: 4/6/2009 4:37 PM ET
Member Since: 2/20/2009
Posts: 258
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I received a book in the mail today that has water damage on the cover and first 50 pages or so and chew marks which appear to be from a large dog. Is there a way to get my credit back for this book? I received a book a few weeks ago that had a lot of drawing and underlining in it and reported it damaged but I never got my credit back. =[ help!

Date Posted: 4/6/2009 4:39 PM ET
Member Since: 9/17/2008
Posts: 110
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You need to click RWAP and make sure you clearly ask for your credit back.  Sounds like a no brainer that you should get it back since the book does not PBS guidlines. 

ETA:  Sorry, should have explained more than I did.  You have to ask for the credit back and explain all the damage.  Hopefully they are nice and refund it for you.  (I just meant its a no brainer that you deserve your credit back, sorry.)  When you click on was this book recieved, you want the Yes, but with a problem.



Last Edited on: 4/6/09 5:02 PM ET - Total times edited: 1
Date Posted: 4/6/2009 4:41 PM ET
Member Since: 2/20/2009
Posts: 258
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Stupid question...what is RWAP?

Anissa (WVgrrl) - ,
Date Posted: 4/6/2009 4:45 PM ET
Member Since: 1/16/2009
Posts: 432
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It is up to the sender whether to refund the credit for a RWAP book. Your best bet is to politely explain the problems with the book, note that you cannot repost it because of the condition, and ask that your credit be returned for the transaction. Some senders will give it back while others will not. I've had about 75% in the first category and 25% in the latter.

If you ask for the credit back and the sender doesn't return it, definitely mark the RWAP as unresolved, so that a mark goes against the sender's record. It doesn't help much for that particular book, but in the long term it weeds out the problem senders.

Anissa (WVgrrl) - ,
Date Posted: 4/6/2009 4:46 PM ET
Member Since: 1/16/2009
Posts: 432
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RWAP = Received With A Problem

Sorry, I didn't get my post up in time before you asked the question.

Anissa (WVgrrl) - ,
Date Posted: 4/6/2009 4:47 PM ET
Member Since: 1/16/2009
Posts: 432
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PS - I love your bunny picture. It looks like a little lop that I used to have. :)

Geri (geejay) -
Date Posted: 4/6/2009 4:51 PM ET
Member Since: 9/2/2008
Posts: 9,094
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Brenda you have to ask for the credit back.  It doesn't happen just because you mark it RWAP.

Some people won't believe you.  Others here will tell you take pictures and send them to the sender. 

There is a place in the Help Docs that says if you receive a book with an "official" problem mark it RWAP.  This notes it on the sender's record.  Contact the sender for the credit refund.

You're not obligated to return the problem item at your expense.  If the sender wants it they need to give you a credit or the postage to return it.  When I had a problem the person wanted it back until I quoted that part.

There's the text box on the Book Received page, to send a message to the sender when you mark the book received. 
.

When I had a problem one person gave me a very hard time about it.  Another was terrific.  The one that gave me a difficult time changed her tune when I told her I was marking it as RWAP and unresolved.  Next thing I know she dropped her damand for the return of the book and gave me my credit back.

Good luck!

 

Date Posted: 4/6/2009 5:03 PM ET
Member Since: 9/13/2007
Posts: 2,520
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If you look around in here there are many threads with suggestions as to how to word the message you are going to send when you mark the book RWAP. I like to stress the fact that I am asking for my credit back because the book does not meet posting guidelines and I will not be able to re-post it for a credit. Does it look like this damage could have happened in transit? Does the package look like it got wet on its way to you? If not, make sure to mention that in the original message, that way you won't be getting any responses along the lines of "it must have happened in the mail". Don't get me wrong, that can happen, but in my experience with water damaged books it has never been the case. If you have a digital camera at home I would also offer to send them a photograph of the damage. It seems like a lot of hoops to jump through, but I've just found that this adds credibility to my claim.

Date Posted: 4/6/2009 5:06 PM ET
Member Since: 12/9/2007
Posts: 9,601
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Most people are good about returning credits.  There are some who aren't and there's no way to "make" them return the credit.  If that should happen after you mark it RWAP then PM them(keeping all the PM's on the same PM) that you want your credit returned within a certain number of days or you will be forced to mark the situation "Unresoved" which will put another (after the RWAP) black mark against theiraccount.  Enough of those and they will be ejected from the site.  If you can take pictures to post - then do so and give them the link (keeping it within the same line of PM's) and most will then give back the credit.  All you can do is what the rules and guidelines tell you - so it would be a good idea to go read through all of them so you know what to do.

Ruth

Date Posted: 4/6/2009 8:33 PM ET
Member Since: 4/25/2007
Posts: 11,465
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When I need to request a credit back for a damaged book, I send a PM and clearly describe the damage to the book that makes it unpostable and then request the credit back.  I stick to just the facts, this is what's wrong and this is what I'd like from you to make it okay.  No blame, no yelling, just simple and straighforward.  Everyone makes a mistake, hopefully your sender just failed to check over the book carefully and will apologize and return your credit.