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Topic: Should I refund the credit.

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Date Posted: 3/31/2011 3:29 PM ET
Member Since: 4/27/2008
Posts: 327
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I sent out a children's book that was a paperback but the system listed it as a hardback (THIS WAS MY FAULT--NO ARGUEMENT and if the member would have contacted me directly I would have refunded). When the other member received the book they marked it RWAP and that it was in violation of her RC. I checked the transaction archive details and there was NOT a RC attached to this request.    So now I am in violation of a requestor condition  that was not there. Should I just return the credit and do nothing.  Should I PM the member and state that will return the credit even though there was not a RC. I feel like I owe her the credit, but I am annoyed that she said there was a RC when there was not.

If you have not guessed, this is my first RWAP. 


Last Edited on: 3/31/11 4:01 PM ET - Total times edited: 2
Date Posted: 3/31/2011 4:21 PM ET
Member Since: 10/13/2007
Posts: 36,445
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Sounds to me they marked the wrong box during the RWAP process. I'd refund the credit and then in PM them saying yes I messed up and sent a paperback instead of the hardback and that is why I refunded your credit.   just be polite, honest and everything will be ok.

Date Posted: 3/31/2011 5:11 PM ET
Member Since: 9/13/2010
Posts: 47
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Can she mark it RWAP in error since you didn't violate the RC but PM her stating that you are still willing to buddy her a credit for your mistake?

Date Posted: 3/31/2011 5:18 PM ET
Member Since: 1/17/2009
Posts: 10,127
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Did they PM you and say what the issue with the book is?

Maybe they meant to mark it "Wrong Book" ... maybe they really think they had a RC.

If she didn't ask for the credit back, then you don't have to refund it. There are quite a few members who feel strongly about marking RWAP even in cases where they don't want the credit back. The PBS rules say that if you want a credit refund, you have to send a message and ask for it.

I have marked RWAP myself on things that I do not need a credit back for.

Having said all that .... I think that if the other member does ask for it back, you should return it because you know that you made an error, after all.

Last Edited on: 3/31/11 5:20 PM ET - Total times edited: 1
Date Posted: 3/31/2011 5:38 PM ET
Member Since: 2/13/2007
Posts: 2,276
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I would return the credit whether they asked or not because in was MY mistake and ask her to mark the transaction "resolved" in her transaction archive. You can also ask her to indicate that it was "marked in error".

Date Posted: 3/31/2011 5:54 PM ET
Member Since: 9/8/2009
Posts: 626
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My conscience would make me return the credit because of my mistake in sending a paperbook rather than a hardcover, but I would send a PM through the transaction log explaining that that's why I'm refunding.... Also stating that there was no RC on her request, so that it's very clear that that's not why she's receiving a refund. 

My first and only RWAP was exactly the same situation as yours... The requestor demanded a refund because the book supposedly violated her RC, only there was no RC on the transaction.  But I was so flustered by receiving the RWAP that I didn't catch that immediately and refunded her credit.  Once I realized it, I did ask that she return the book (without benefit of a second credit). 

Date Posted: 3/31/2011 6:19 PM ET
Member Since: 1/17/2009
Posts: 10,127
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I have retuned credits that were refunded to me when I did not ask for them (with a note of "thanks, but a refund is not necessary. I really appreciate the gesture ... etc"). I realize that the senders were just trying to be nice and make a refund even though I didn't ask ... but on the other hand, I was trying to be nice first and not ask for one (for example, in certain situations where I have to RWAP to get back on the WL but the book is still usable to me in its RWAP condition).

So, my conscience is clean when it comes to waiting for a message that asks for a refund.

Date Posted: 3/31/2011 7:36 PM ET
Member Since: 8/16/2007
Posts: 15,221
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It would have been marked RWAP regardless of the choice selected and the Team isn't going to care about the RWAP at all unless you make a habit of it so I would just return the credit and ask that they mark it resolved (that is the more important part of a RWAP, resolving the problem).

Date Posted: 3/31/2011 8:49 PM ET
Member Since: 8/23/2007
Posts: 26,510
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You misposted the book and sent her the wrong binding. Does it really matter how she marked it RWP?  She marked RWP like she was supposed to so refund her credit.  It doesn't matter if she had an RC or not.  The RC should only make a difference if she was complaingin about something postable (like no dust jacket when she didn't have an RC for one).  But in this case the RC part is irrelevant.

Date Posted: 3/31/2011 10:23 PM ET
Member Since: 1/1/2009
Posts: 1,924
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 Can I ask what her message said about it?


If it where me I would ask if they are wanting a refund as I am happy to do so if I make such a mistake or if they just marked RWAP as it was an error and part of the rules to do so. I would let them know there was no RC on it, just so they knew it but would not make a big deal of it, chances are it was in error as well. I would ask them to get back to you so this can be cleared up and marked as resolved!

Date Posted: 4/2/2011 7:59 AM ET
Member Since: 4/27/2008
Posts: 327
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Thanks for all the thoughts. I did refund the credit. I knew while I was typing the post that is was the correct thing to do, because I did send the wrong type of binding.  I did not add that she did not ask for the credit, but she did send my a PM that came off rather nasty (I know that "tone" is hard to hear in a PM) she stated that because I ingnored her RC (remember she did not have one) the book was now "useless to me" (direct quote).  I sent her a PM (through the Trans. Act. details) stating that I was sending her the credit back since I sent the wrong type of book. Then I mentioned that she should check that her RC was turned on because the transaction did not show one on at the time of her request. 

BookwormKath- I felt flustered too. That is a great way to describe it. I did feel like asking for my book back since is useless to her but I did not.

Also, when I researched the book here on the site this is a ISBN problem. Someone else noted that the ISBN lists it as a hardback not paperback. Still my mistake, but at least was not alone.

I refunded the credit on Thursday and have not heard from her since. I am guessing she is content with the outcome.

Last Edited on: 4/2/11 8:00 AM ET - Total times edited: 1
Date Posted: 4/2/2011 12:32 PM ET
Member Since: 3/8/2009
Posts: 6,035
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Michelle, if you have not heard back from her, be sure that she has marked the RWAP resolved. You don't want an "unresolved" RWAP hanging around your record when you have done what you need to do.

Date Posted: 4/3/2011 9:40 PM ET
Member Since: 4/27/2008
Posts: 327
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Thanks Christa, She did send me a pm saying thanks and that she would double check her RC, but she did not state whether or not she marked it resolved. I am going to check on that.

Date Posted: 4/3/2011 9:41 PM ET
Member Since: 4/27/2008
Posts: 327
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I just checked and it is marked resolved. Thanks to all for your answers!!