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Topic: Received stained book, sender requests return for credit

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Subject: Received stained book, sender requests return for credit
Date Posted: 1/15/2012 2:08 AM ET
Member Since: 9/25/2007
Posts: 63
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I just received a stained book and reported the problem. The sender requested the book back before she would refund the credit. Do I really have to do that in order to get my credit? She tried the "the stain didn't affect the readiblity of the book" excuse.

Date Posted: 1/15/2012 2:25 AM ET
Member Since: 12/28/2006
Posts: 14,177
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Readability is not the issue, a stained book does not meet minimum Swappability (Postability) guidelines.  Note the points under Overall Condition.

No, the rules clearly state the requester is to be compensated for the additional postage in advance (either actual postage or credit)...thought it used to say returning books was optional, but don't see that part just now.

Here's the text: 

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


Last Edited on: 1/15/12 2:34 AM ET - Total times edited: 1
Date Posted: 1/15/2012 2:45 AM ET
Member Since: 9/25/2007
Posts: 63
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Thanks Denise! I've PMed the member to let her know that I'll only return the book if she pays for it with either a credit or stamps.

Date Posted: 1/16/2012 12:33 AM ET
Member Since: 9/25/2007
Posts: 63
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I got her reply today:

"The PBS rules also say that book condition is subjective. I did not notice any problems. I am happy to give you 2 credits once I receive the book back, but that is the only way I am going to return the credit since I do not think that the book was problematic."

So, I guess I have to choose between returning her book and possibly getting the 2 credits or leaving the matter unresolved.

Date Posted: 1/16/2012 12:48 AM ET
Member Since: 1/21/2009
Posts: 11,763
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Last Edited on: 1/18/12 8:04 PM ET - Total times edited: 1
Date Posted: 1/16/2012 12:50 AM ET
Member Since: 10/22/2009
Posts: 1,452
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Scarlett--

Sorry you're having such trouble!  Personally, I'd probably give her one last chance--politely letting her know that if she doesn't refund one credit by a certain date (no longer than a week!) you'll be forced to mark the transaction unresolved, which will be double black mark on her account.  Also reiterate that you'd be happy to return the book to her, but she needs to send you two credits prior to your returning the book per PBS rules.

Good luck!

Date Posted: 1/16/2012 12:53 AM ET
Member Since: 8/16/2007
Posts: 15,187
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I would probably send one last PM stating that, though the book's 'in good condition" status may be subjective, the postability of books with stains is not. PBS rules clearly state NO stains and NO soiling.

 

Overall Condition:

  • No damage at all from water or other liquid
  • Not soiled
  • No stains (exception for cookbooks--see below)
  • No mold
  • no highlighting, underlining or writing on text pages (exception for Textbooks/Workbooks and travel guidebooks --see below)

And let the member know that you are still asking that your credit be returned. If you see the credit returned within 7 days [put a reasonable time limit], you will mark the transaction resolved. If after that time it is not returned, you will mark it unresolved and the transaction will count as a double black mark on her account. If, after she has returned that credit, she wishes to have the book returned to her, you will gladly do so after the receipt of a postage paid envelope or an additional credit and her address to send it back to her.

Date Posted: 1/16/2012 9:16 AM ET
Member Since: 9/25/2007
Posts: 63
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I'm sending her one last PM, as suggested. I've also taken a picture of the book to have proof of the problem for my records. Thanks for all your support!

Date Posted: 1/16/2012 1:47 PM ET
Member Since: 1/17/2009
Posts: 9,790
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Offer to post the picture to your sender (post it somewhere online like Flickr and send her a link).

That often bridges the gap between a sender wanting to "see" the issue with their own eyes (and thus wanting the book back) .... and proves that you, as the requestor, see a real issue with the book.

Date Posted: 1/16/2012 4:02 PM ET
Member Since: 3/4/2007
Posts: 4,546
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I find it's always best to include a copy of the rule(s) for the problem in a response.  I'm currently waiting on a reply from a member about a book sent to me that not only had some water damage, but damage to front cover because the sender had taped the wrapper directly to the book.  While my initial credit was returned, this member told it me it would be "polite" of me to send it back.  I responded by saying that I would be happy to send it back provided the sender give me either another credit or send a SASE to cover shipping, then I copied the rule on this into the reply so that there would be no way to argue that I was making this up. 

Date Posted: 1/17/2012 9:36 PM ET
Member Since: 9/25/2007
Posts: 63
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The reply I got was this:

"Oooooooooooooo....don't give me a double black mark. You are using a used book service. Expecting pristine books is unreasonable. I believe that I have followed the rules; however, I am giving you the two credits to end the discussion, not because you are right. Since you will receive the credits today, please mail my book as soon as possible. I recommend that you add to your criteria, that you will not accept books with any problems. That way, people who are swapping books with you can decline your unreasonable requests."

Since she did refund my credit and gave me another to return the book, I will do so. I'm not going to reply to her IM since I think she's the one being unreasonable! I see no point in continuing the discussion since she doesn't get it.

Date Posted: 1/17/2012 9:45 PM ET
Member Since: 12/31/2009
Posts: 3,995
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I hope she "gets it" before she re-sends that book to someone else. 

Date Posted: 1/17/2012 11:06 PM ET
Member Since: 8/16/2007
Posts: 15,187
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 I recommend that you add to your criteria, that you will not accept books with any problemscrying

I agree that not responding to her is a good plan, though it really makes me want to send back "I've heard people complain that they don't like it when they are reminded to follow the posting rules in Requester Conditions"cheeky



Last Edited on: 1/17/12 11:06 PM ET - Total times edited: 1
Date Posted: 1/17/2012 11:45 PM ET
Member Since: 1/21/2009
Posts: 11,763
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Good one, Melanie!

Date Posted: 1/18/2012 12:06 AM ET
Member Since: 8/8/2006
Posts: 182
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this will happen occasionally in this club; fortunately, not too often in my experience. one time i had someone pretty mad about my request for my credit back, saying that the book was perfect when she mailed it, but when i sent her photos of the water damage, she said that she had gotten the book from a friend or relative and assumed that it was perfect before she sent it. sigh. i did get my credit back from her, but it is annoying to have to deal with this when the rules are clear.