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Topic: received wrong book

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Subject: received wrong book
Date Posted: 5/30/2010 5:47 AM ET
Member Since: 7/2/2007
Posts: 62
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I ordered 2 books (one was wished listed) from a member and received only one book which was neither of the books I ordered.  I have PM the member 3 times in the past 5 days asking what to do about it.  I have heard nothing from the member.  I have not RWAP as of yet, however, since the member had sent the books with tracking, I have gotten an e-mail from PBS asking why I had not marked the books received.  How long should I wait to hear from the member before marking RWAP?   

Date Posted: 5/30/2010 6:42 AM ET
Member Since: 9/25/2008
Posts: 3,489
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Since you didn't receive the books you ordered there is nothing to mark received. A RWAP for a wrong book is if the title is the same but has the wrong ISBN.

Date Posted: 5/30/2010 7:07 AM ET
Member Since: 8/23/2007
Posts: 26,510
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When the books go lost you'll get your credits back. 

Date Posted: 5/30/2010 8:25 AM ET
Member Since: 7/31/2007
Posts: 2,690
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yep, you don't mark it received...you haven't received any version of the book you requested.

Date Posted: 5/30/2010 9:06 AM ET
Member Since: 7/2/2007
Posts: 62
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Will I receive my credits back when PBS has it tracked to my address and the member will have already gotten my credits when she mailed them with tracking??  

Date Posted: 5/30/2010 9:46 AM ET
Member Since: 5/14/2009
Posts: 6,852
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You can post the book if the member doesn't contact you.  You will receive your credits back when the book goes lost.

However, they should be communicating with you.  You should give the sender 5 days from the time you sent the first message and then send a second.  If you still do not hear 2 days later (total of one week)  send the PBS Team feedback and let them know that they are unresponsive and explain briefly the situation and provide the book title and isbn.  Since you have already sent a few messages, I would wait until the 7th day and then Contact PBS.  To contact them, click on the Contact Us Link at the bottom right of the page under the heading Company. 

The member may be away for the holiday, or something else may be happening where they aren't on site or they only go on site once a week.  They may not have read your messages. 

If the sender has too many books that are marked lost, then the account will be flagged and reviewed.  The member did send a book, just the incorrect book, so they are not receiving any more than the credit(s) for that book.  You can post the book and your credit will be returned. 

This happens to everyone.  I received a wishlist book and mistakenly placed it next to a book I was sending.  They had similar covers and I wrapped and send the wishlist book I just received.  It was an honest mistake.  So give the sender the benefit of the doubt that they will make this right once they see your message.  

 

Date Posted: 5/30/2010 10:00 AM ET
Member Since: 9/25/2008
Posts: 3,489
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Yes, you will still receive the credits back when the book goes lost. Delivery confirmation just says the book was delivered somewhere and not necessarily your home. I know you received books, just not what you ordered. When the books go lost, you will receive your credits back and go back to your spot on the WL. The book not on your wishlist will be automatically reordered for you.

Date Posted: 5/30/2010 10:25 AM ET
Member Since: 8/23/2007
Posts: 26,510
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I don't think it auto orders lost books for you.  It says you should wait 2 wks incase they show up.  Obviously in this case it's different than just the US mail being slow.  The WL book will go back on your WL though.  If she PMs that she's sending you the correct books-I would put the WL book on hold incase she doesn't follow through.  It would hold your place in line but keep you from ending up with 2 copies. 

ETA: if she contacts you before mailing the correct books to see if you still want them and they go lost-you will still owe her the credits.  You can mark them received in the Transaction Archive. 



Last Edited on: 5/30/10 10:26 AM ET - Total times edited: 1
Date Posted: 5/30/2010 12:37 PM ET
Member Since: 2/5/2007
Posts: 30,797
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I believe you should mark it recieved then RWAP - wrong book for the one book you did recieve.  You can't mark the other one received, since you did not recieve it.

 

 

Wrong Book

    • This includes inappropriate items such as ARCs or leaflets/pamphlets/booklets without ISBNs
    • This includes the wrong versions of books (ie, the ISBN, title, author or booktype of the book you received doesn't match the PBS listing of the book you requested)
    • This includes regular-font books when you requested a Large Print book
    • If you received a book you did not request (not just the wrong version of a book you DID request but a title you do not recognize), you should NOT mark the book received - you should PM the sender as described in I received a book I didn't request!.
  •  


Last Edited on: 5/30/10 12:38 PM ET - Total times edited: 1
Date Posted: 5/30/2010 1:20 PM ET
Member Since: 8/23/2007
Posts: 26,510
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She didn't receive either of the books she requested. She received 1 book but it wasn't one she requested. So she shouldn't mark either received. How can she when she didn't receive either one? It's not a question she ordered 2 hardcovers and received a paperback version of one of them.   She didn't get either book but a totally unwanted books.



Last Edited on: 5/30/10 1:21 PM ET - Total times edited: 1
Date Posted: 5/30/2010 1:56 PM ET
Member Since: 5/14/2009
Posts: 6,852
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I agree with Mary, she only received one book and it wasn't either of the two that she ordered.  She shouldn't mark anything received.  This is why it is important for the sender to communicate with the requester so they can sort it out. 

Date Posted: 5/30/2010 3:03 PM ET
Member Since: 7/19/2008
Posts: 15,384
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For wrong book (rather than wrong version)  From help:

I received a book I didn't request!

If you received a book you didn't request (a title you don't recognize), most likely the sender put the wrong book into the PBS wrapper with your address on it. 

If you received the wrong version of a book you requested read There is a problem with a book I received! for instructions.

If you received an extra copy of a book you did request (two copies of the same book) read I received 2 copies of the same book! for instructions.

If you received a book whose title you don't recognize (you did not request any version of this book), read below:

  • If this was a single-book shipment, the book you received may have been requested by another member, who may have gotten your book.    It is also possible that the sender reprinted a wrapper she or he used to send you a book in the past, and sent this book to you instead of to its proper requestor. 
  • If this is a multiple-book shipment, the sender may have sent you a book (or books) intended for another member, or may have mixed up a Box-O-Books shipment. 
  • Other possibilities include: the book did not come from PBS at all (it could have been an online purchase), it was sent as part of a Game swap, or it was sent to you as a "gift" from another member.  If a PBS wrapper was used to send the book, then the "outside PBS" possibility is not likely.  For a gift or a Game swap, the member could have used Send to a Friend or Custom DC to generate a PBS wrapper.

How to find the sender of the book to sort this out:

  • Go to the En Route to Me tab in My Account.   You can get there by clicking My Account in the toolbar at the top of the site, and then clicking the En Route to Me tab (behind the Books to mail tab).
    • Compare the state of origin on the package return address with the state of origin of each book on your  En Route to Me tab in My Account.  The state shows on the right of the transaction, in the "speech bubble" containing your address.
    • If there is a book that is listed there as coming from the same state, click on the transaction and send a Personal Message to this sender asking if she sent you this book by mistake.
      • If she did,
        • and sent your book to another requestor, she can offer each of you credit or postage to send the books to one another; the sender can provide the addresses in Personal Messages.  When each of you get the correct books, you can mark them received.
        • and she still has the book she was supposed to send you, she can offer to send the correct book to you. You are not obligated to send the extra book back to her, but it is a nice thing to do if the sender is a new member.
      • If she didn't send you this book, check your Transaction Archive, as described below.
    • If there is no "matching state" on your En Route to Me tab, go to your Transaction Archive, as described below.
  • Go to your Transaction Archive, by clicking the link at the top of the My Account page, in the yellow bar.
    • Scroll down the list of recent transactions to compare the senders' states of origin with the state of origin on the return address on your package.
      • This may be easier to do if you sort your Transaction Archive to show Completed Transactions only, in Descending order.
    • If there is a book that is listed there as coming from the same state, click on the transaction and send a Personal Message to that sender asking if she sent you this book by mistake.
      • If she did,
        • she can offer you credit or postage to send the book to the proper requestor.  The sender can provide the address in a Personal Message.
        • If this book was sent to you in place of a book you requested, then when you get the book you requested,  you can mark it received:
          • Do this from your My Account main page as usual if the correct book arrives before it is declared "lost".
          • Do this from your Transaction Archive if the correct book arrives after it has been declared "lost" (see I received a book that was 'lost in the mail' for more instructions). 
          • Be sure to remove the book from your Wish List after you have received it (it will have gone onto your Wish List if it was declared "lost").