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Topic: Received stained book, how do I get my credit back?

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Subject: Received stained book, how do I get my credit back?
Date Posted: 11/15/2010 11:49 PM ET
Member Since: 4/7/2008
Posts: 112
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I'm new here and have recieved and shipped a few books now. I love this site!! However, one book I just got (a children's book) has a big brown stain on a large portion of the cover. I marked it as received with a problem and sent a message to the seller but have yet to get a response. Is there a way to get my credit back if the seller doesn't respond? There's no way she "overlooked" it. If it was a small stain I probably wouldn't care but this is just gross...

Date Posted: 11/16/2010 12:13 AM ET
Member Since: 7/19/2008
Posts: 15,446
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Credit refunds are at the discretion of the sender. 

The only way PBS gets involved is if the sender fails to respond to a RWAP PM.  (That is a huge No No.  PBS is very strict about us responding to RWAP against us.)

Date Posted: 11/16/2010 1:07 AM ET
Member Since: 10/5/2010
Posts: 196
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Was going to make a new topic but thought it may be better to ask here. Could benefit me and topic starter.

 

What is the time period of responding to an RWAP? And what happens or what should you do if after that certain period, they don't respond?

Date Posted: 11/16/2010 1:24 AM ET
Member Since: 2/5/2007
Posts: 30,800
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Be sure you ASK to have the credit returned, if that is what you want.

Give a deadline - please return my credit by 11/20/10

The guidelines say if they haven't responded to your PM in a week you should let the site owners know.

From the guidelines:

If a book you requested using credit(s) arrives with an "official" problem, you need to

  • send a Personal Message to the sender either during the process of marking the book received and/or using the PM button on the transaction in your Transaction Archive, as described in How do I contact another member?.

Your PM should be polite but clear.  It should clearly ask for a response, and if you want a credit refund, this information should also be included in the PM.

You should give the sender a week to respond.

We suggest this text: "Thanks for sending the book.  Unfortunately there is a problem [explain the problem here--if this was an unpostable book you can say that the problem "makes this unpostable by site guidelines, and I won't be able to swap the book again"].  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."

  • If the sender does not respond to your PM within 5 days, submit this information in follow-up from the transaction archiveThis will send an email to the sender, prompting him or her to log in and deal with this problem swap.  If the sender does not respond to that email within 2 days (a total of 1 week since your original PM), contact us.  Failure to respond in an active account is considered admission of fault.
Date Posted: 11/16/2010 1:25 AM ET
Member Since: 1/17/2009
Posts: 9,859
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Nicole,

Did you ask in your PM for a credit refund? You are supposed to, if that is what you want. Otherwise, the sender of the book might just believe it is a notification of a problem and not something that they need to fix. The refund of the credit is at the senders discretion, meaning that they may or may not choose to refund the credit. You will have to wait and see how they respond.

Yengkong,

If you do not get a response to the PM after 5 days, you should go to your Transaction Archive and mark the book "Sender Won't Respond" (I forget the exact wording) ... which will cause PBS to prod them into contacting you to resolve the issue. If they still don't respond after that, then contact PBS again. Here is the section from the rules:

 

If a book you requested using credit(s) arrives with an "official" problem, you need to

  • send a Personal Message to the sender either during the process of marking the book received and/or using the PM button on the transaction in your Transaction Archive, as described in How do I contact another member?.

Your PM should be polite but clear.  It should clearly ask for a response, and if you want a credit refund, this information should also be included in the PM.

You should give the sender a week to respond.

We suggest this text: "Thanks for sending the book.  Unfortunately there is a problem [explain the problem here--if this was an unpostable book you can say that the problem "makes this unpostable by site guidelines, and I won't be able to swap the book again"].  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."

  • If the sender does not respond to your PM within 5 days, submit this information in follow-up from the transaction archiveThis will send an email to the sender, prompting him or her to log in and deal with this problem swap.  If the sender does not respond to that email within 2 days (a total of 1 week since your original PM), contact us.  Failure to respond in an active account is considered admission of fault.
  • If the problem is resolved by the sender, submit that information in follow-up from your transaction archive.
  • If the problem is NOT resolved by the sender (and negotiations are finished), submit that information in follow-up from your transaction archive. 

Read more about submitting follow-up about a problem swap in Follow-up on Problem swaps. It is best to wait a week before submitting "unresolved" follow-up.

Date Posted: 11/16/2010 1:44 AM ET
Member Since: 10/5/2010
Posts: 196
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Thanks Cozette and Sara

Date Posted: 11/16/2010 7:46 AM ET
Member Since: 4/7/2008
Posts: 112
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Thanks so much!! I did ask the sender to refund my credit, we'll see if they respond...

Date Posted: 11/16/2010 9:37 AM ET
Member Since: 8/10/2005
Posts: 4,600
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Yes, as others have said, for future reference (Goddess forbid it happens again!) be sure to be specific and give a time frame.

"I received the book, however because of the large stain on the cover, it does not meet the PBS posting guidelines listed  [here] (give URL to the posting guidelines.). Because I cannot re-post this book into the system, I would like my credit returned within one week's time or I will mark this transaction as unresolved, which means it is entered permanently as a problem transaction onto your swapping record. Thanks."

Cheryl