I received a book in horrendous condition yesterday.  I politely requested my credit back after I saw there were pages falling out.  I neglected to mark it wrong book received--even though I had requested a hardback and received a paperback.  This is the reply I received from the sender:

First off I would like to say that I am sorry you had a problem with the book. When this book left my hands it was in good condition even though it is a 20 year old book, I believe it was published in 1989. I checked it before I mailed it and no pages were ready to fall out. Out of 70+ books I have mailed I have never had a problem. So I'm sorry that I will not be returning your credit.
*name deleted*

Well gee, that's lovely she hasn't had any other problems--but I received the wrong--and falling apart book.  Is there nothing I can do--aside from saying she didn't resolve the problem.  I wasted a $3+ credit on a book that's going to go straight to the recycling can because this woman lied about it's condition.  I'm to the point where I really only want to order from people I trust--and if credits are going to cost me this much, I expect the books I receive to meet posting guidelines--and not fall apart.  Is that asking so much, really?

Did you also let her know that you did NOT receive the book you ordered?  If she sent a paperback and the ISBN shows it's a hardback, she needs to return your credit.  You can reference this from the help center:

There is a problem with a book I received!

Thanks Ronda--I didn't look even until I was replying that it was supposed to be a hardback(although I knew that when I ordered it).  So, I told her--I'll let you know if it does any good.  I won't hold my breath though, since she wasn't even willing to admit it wasn't in postable condition.

Did you at least mark it RWP as a damaged book?  Then you can tell her you're marking it as unresolved and that's a double mark against her.  Then go to the transaction archive and mark that the sender did not give you a credit back.

That is so frustrating!!

I would write back and tell her the book was also a PB when your requested HC and per the rules, the book type should match.

She may just blow you off again, but it's worth a try.  Surely she remembers mailing a PB.

Just for future reference, one thing I do is offer to send a digital photo of the damage.  For the people who knowingly send books damaged, it's enough of a threat to usually get them to ante up the credit.  I only ask for the credit when it's OBVIOUS that the book was sent damaged and unpostable.  I also kill them with kindness and give them the benefit of the doubt in my PM.  "I'm not sure if you noticed, but...."

Um, yeah.  As if they didn't notice 3 inches of mold....heck I'm half blind and I can see it! :p

L--your suggestion worked, she did finally refund the credit because the binding did not match(not because it was falling apart, which was more objectionable to me than being a paperback).  She wasn't nice about it, and claimed it wasn't ever published as a hardback(actually it was, I did a little browsing on amazon), but the credit is back so I can try to request the book again from someone else.  Sigh--it really shouldn't be this much work.