I got a pm from someone I sent a book too. She had conditions on her request, no pages or cover ripped, normal wear ok.  She said the wrapping was tore from PO, and rips in cover and binding, but that wasnt caused by PO she said she wants a refund. It was a particular genre of a book. I have sent out close to 30 of these kind of books in mint condition. I have gotten PM's from ppl Thanking so much for the great book, perfect condition ,etc. I dont believe these books have even been read, thats how nice they were.

She says the wrapping was ripped by PO, but the cover was ripped by me ?  I told her I would give her a refund if she sent the book back. Was I ok in doing this ? 

TIA

If you'd like your book back, you need to be prepared to give her the postage money or an additional credit to cover postage.

It's hard to say. She does not have to send you the book back unless you give her 2 credits-the credit you got for the book and then one to cover the postage to send it back.

If you feel you did a good job wrapping the book and that the damage was the PO's fault then you do not have to give her a credit back.  It's out of your control once you mail the book.  I've had a couple books come that were clearly beat up by the PO-one was totally mangled with a chunk of the book missing. It was wrapped nicely in a Tyvek envelope.  I knew it wasn't the senders fault. If it had come in a paper wrapper with hardly any tape or scotch tape instead of packing tape-I would have blamed it on the sending doing a poor wrapping job.  But this had clearly been eaten by a postal machine.  There was even a big boot footprint on the back.

I had one come that was clearly damaged before it was wrapped. They used a PBS wrapper and the wrapper was in great condition. No tears, no sign of being abused.  But the pages were coming loose inside the book.  The cover was in good condition too so the damage inside had to have happend while the book was being read. They blamed it on the PO and refused to give me a credit back. I marked RWP and marked the follow up as being unresolved. I can still read the book but I can't repost it here.  Now they have a mark on their account. 

If you know the book was in good condition when you sent it out, then say that in your communications about the problem.  PBS will see that if they look into it-which isn't likely unless you have multiple complaints against you. They know that the PO damages books.

is it a new member?  maybe they don't realize that if the PO eats the book that it is not your fault and you don't have to reimburse the credit.  You could always ask her if she could take photos and post them to a photo site so you can see the cover, but if you know for sure you didn't send it with a torn cover then I wouldn't worry about it too much.

and how does she know the rips/tears weren't caused by the PO if the wrapper was torn?  seems like a odd statement unless it was the back that was ripped by the PO.  who knows!

I checked and they have been a member for about 1 1/2 yrs. I'll just give her back the credit, just to be done with it. I just dont like the thought that at anytime, someone can say I sent them a bad book, keep it and get the credit back from me! That book was perfect. I've actually pm'd ppl when they've requested from me to let them know the book has a small crease or some of imperfection. So it irks me when I take special care to make sure a book is "ok", and when one is, this happens.....Oh Well, such is life.  Thanks guys.

If you feel the book was in perfect condition when you sent it and the damage was the PO's fault, you don't have to refund the credit.  It's entirely up to you, the site won't force you to return it.

dont like the thought that at anytime, someone can say I sent them a bad book, keep it and get the credit back from me!

They can only get the credit back from you *IF* you give it to them. As was stated, the site doesn't force you to. If you believe you wrapped it well enough to properly get it thru the PO system, and that it was just over abuse by the PO machinery or an accident that it got caught in the machinery thru none of your fault, then you won't be forced to give the credit back. Simply make sure you state clearly in a PM that you feel your wrapping is sufficient to get a book thru the PO under normal circumstances and that others have complimented you on it, and that if something happened in her case, it is not your fault, and that is just the chance you take. Sometimes your book just arrives damaged by the PO and there is nothing that can absolutely prevent that from ever happening.

If you feel it is less hassle to return the credit than deal with her argueing with you, that is fine, but don't feel like you are forced to. It is always an option. Not always a pleasant option, either way, but you always have the option :)