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Topic: Received book w/ wrong ISBN

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Aileene - ,
Subject: Received book w/ wrong ISBN
Date Posted: 12/13/2009 8:17 AM ET
Member Since: 10/30/2009
Posts: 339
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There were a couple of problems with the book I just received, one of which was the shape it was in (damaged binding, broken and pages falling out) So I marked it RWAP and registered it that way.

But the other problem was that it was entirely the wrong ISBN  (Same book, but wrong #, wrong year, wrong cover) I intentionally ordered the newer version of the book, since the original release was quite a few years ago.

I contacted the sender requesting a refund of the credit, telling them that the book was not only damaged, but the wrong book. I am still new so I follow the 'suggested' message on the help docs and told her I would send the book back to her at her expense. That was in mid November, she replied asking how to pay for postage for a return. I told her she could either paypal the postage money or just give an extra credit (total of 2 credits) to cover the postage.

I never heard back from her, it's now 20 days from my last email to her and with no response I assumed that she didn't want the book back. I haven't looked too carefully for it yet, but I believe I may have trashed it, as it was in BAD shape. I also just Friday or early Saturday marked the issue not resolved since I could get no further communication from her...and then (or course)

I just got a  pm from her yesterday (Saturday evening my time) and she wants the book back, if I have it I am more than willing to send it back (if she pays postage) and she just now refunded the credit for the book. I don't know that I can change the 'not resolved' on the transaction archive now, but it makes me wonder if she got an email from PBS stating I marked it that way and now she's wanting to fix it?

What should I do (besides send the book back if she supplies postage & its still on my table) and what should I do in the future if I receive a book with the wrong ISBN? I thought you had to type in the ISBN from the back of the book to post it (or at least match it up if you post it directly from the book page)

--Aileene

Date Posted: 12/13/2009 8:56 AM ET
Member Since: 11/22/2008
Posts: 836
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If I were you I would do nothing else with regards to returning the book.

If the ISBN doesn't match, it is the wrong book (It is not necessary for the cover or year to match)  Having marked it RWAP, the Help Doc. suggest you wait one week after contacting the sender by PM for them to resolve the issue.  You did that.

Since you already communicated about how to cover the return postage, and the fact that you now received only one credit for the book, not the additional credit for postage, I'd personnally consider it done and complete.

The Help Doc. clearly state that the receiver is under no obligation to return a book that was RWAP.



Last Edited on: 12/13/09 9:00 AM ET - Total times edited: 1
Date Posted: 12/13/2009 8:59 AM ET
Member Since: 8/10/2005
Posts: 4,601
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I would not send the book back UNTIL you get the credit from her to offset postage cost, first of all. You are not obligated to send the book back if you don't want to--if you can't find it, you can just let her know you tossed it because it was in bad shape. (20 days IS a bit long to not contact you, but she might have been out of town or something.)

Go back to the Transaction Archive and see if there is a button where you can now mark the transaction resolved. If there is not, use the "contact us' link (at the bottom of every page) and let PBS know you have received your credit back and want to resolve the situation.

Cheryl

Date Posted: 12/13/2009 9:25 AM ET
Member Since: 4/16/2008
Posts: 770
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I had a situation happen once where someone wanted me to mail the book back after I marked it Sender did not fix the problem (or whatever the language is).  I had told them that if they sent another credit to cover the postage I would contact the team and ask them to change the transaction to "problem fixed".  The PBS team told me that they can not change the situation to "resolved" after it is marked unresolved.  This was a year or so ago, so it may have changed.  (I can't picture the exact wording of their message)

If there is a problem with a book and I am asking for the credit back, I like to give a deadline.  20 days is far too long.  It sounds like you did the right thing.

Personally, if she only returned one credit, I would just consider the transaction over.  Just let PBS know that she did return a credit so that they can have a record of it even if they can't fix it.

Date Posted: 12/13/2009 9:57 AM ET
Member Since: 1/30/2009
Posts: 5,696
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Personally, if she only returned one credit, I would just consider the transaction over.  Just let PBS know that she did return a credit so that they can have a record of it even if they can't fix it.

I would do the same.  Something similar happened to me a couple of months ago - I marked a transaction unresolved after not hearing back, the person returned the credit eventually after getting back home from being out of the country, I sent a message to TPTB and they made a note of it that the person had taken care of the problem.

Date Posted: 12/13/2009 12:52 PM ET
Member Since: 11/5/2009
Posts: 1,083
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I have a question about unresolved problems.  Is there a way to find out if a member has these on their record?  And a related question.  If there is and you don't want to do business with that member, is there a way to ask for a book from the next member in line?

Date Posted: 12/13/2009 12:59 PM ET
Member Since: 12/28/2006
Posts: 14,177
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What Cynthia said :-)

Kate H...not at this time.