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Topic: Requester claims she got the wrong book.

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Subject: Requester claims she got the wrong book.
Date Posted: 12/8/2011 9:59 PM ET
Member Since: 2/23/2008
Posts: 170
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I just got a pm from a resquestor stating I sent her the wrong cookbook.  She claims she ordered a paperback not a hardback book and it's the wrong book altogether.  I checked the order and the description clearly says book type: hardcover.  It is the same book, it just has a different cover than what is shown on the book description.  Since I posted the book by ISBN number I know I sent the right book.  It may not have been what she wanted, but it's what she ordered.  I didn't mix up books, this was the only crockpot cookbook I had.  I sent the book PBS DC, so I have my credit.  What do I do if she presses this with PBS?  I can't prove to them I sent the correct book.  BTW, I told her to check the ISBN number of the book with what she ordered.

Date Posted: 12/8/2011 10:33 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I had someone do the same thing to me.  They thought they ordered an audiobook but really ordered a hardcover.  I posted a hardcover and sent a hardcover. I referred them to the book listing and that I posted the book correctly.   You do not owe her a credit back. Cover picture doesn't have to match, just: title, ISBN, author and binding.  If you covered those 4 bases than it's her problem not yours.  PBS can see the PMs attatched to the transaction.  If she doesn't mark it as RWP error or marks it unresolved-it will not count against you. 

Date Posted: 12/8/2011 10:38 PM ET
Member Since: 12/31/2009
Posts: 3,995
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Returning a credit (or not) is completely up to you. If you are sure you sent her the correct book, ask her to check her transaction archive. There is the possibility that someone else got her request before you did, it timed out because it went lost or never got marked mailed, and she is responding to you because she thinks it is your book. If she still has the wrapper, you could also ask her to see if it has your name on it.

Date Posted: 12/8/2011 10:45 PM ET
Member Since: 7/19/2008
Posts: 15,447
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You DO need to respond.  You do NOT have to return the credit.

Date Posted: 12/9/2011 1:37 AM ET
Member Since: 2/23/2008
Posts: 170
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I have responded, she PM'ed back,  still saying I sent her the wrong book.  I told her in my first PM to compare the ISBN # of the book she received to the book ordered.  I emailed her back, sending the url of the book she ordered.  How many times should I go back and forth with her?  If she marks it unresolved, will it count against me?  I sent her the book she ordered.  I will not return the credit as I sent her the correct book. 

Date Posted: 12/9/2011 2:09 AM ET
Member Since: 12/28/2006
Posts: 14,177
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What Mary said  yes

You mailed the right book, you responded to her pm's, I'd say your obligations are complete any time you wish.  She has the option to mark the RWAP as unresolved, but TPTB indicate that one RWAP is not a big problem on your account...it's a pattern that becomes a problem. 

It would be nice if she would indicate whether or not the ISBN matches, then it's on the record should PBS admin ever review your account (or hers).  Have you posted (or linked) to the portion of Help Documents that state only ISBN, title, author, and binding (booktype) must match? 



Last Edited on: 12/9/11 2:10 AM ET - Total times edited: 1
Date Posted: 12/9/2011 8:41 AM ET
Member Since: 8/23/2007
Posts: 26,510
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If she keeps pestering you then contact PBS. They don't normally get involved but they will if one member is harrassing another. 

Date Posted: 12/9/2011 11:44 AM ET
Member Since: 10/14/2010
Posts: 577
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What Denise & Mary said,

and pointing out that to be honest her marking it RWAP for this is more likely to be a black mark against her, as if she does this consistently with people then TPTB will look at her account not yours.

Date Posted: 12/14/2011 3:40 AM ET
Member Since: 2/23/2008
Posts: 170
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The saga continues.  She PM's me still claiming I sent her the wrong book.  No acknownledgement of comparing the ISBN numbers.  I've done my duty, I'm no longer communicating with her.  Here is the interesting part.  She has not marked the book as received.  It will time out next week.  I assume she is going to let it time out, be declared lost, and get her credit back.  Will this raise any red flags with PBS?  I sent the book PBS DC and it was scanned and marked as delivered.  

Date Posted: 12/14/2011 4:27 AM ET
Member Since: 7/19/2008
Posts: 15,447
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PBS will send her an email based on the scan. 

Date Posted: 12/14/2011 4:28 AM ET
Member Since: 1/17/2009
Posts: 9,860
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If she does not mark the book received, then you should contact PBS and let them know. They will see from the PMs that she actually received the book. They would not automatically look into this situation, they have to be notified.

If she claims to have received the wrong edition of the book she ordered, but the ISBNs match (and binding type, author, title, match) then she is required to mark the book received in some manner.

If she is sticking to her claim to have received some altogether different unrelated book, then she is allowed to not mark it received.

Date Posted: 12/14/2011 5:54 AM ET
Member Since: 2/23/2008
Posts: 170
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She is allowed to not mark it received?  I thought  she had to mark what I sent her received and then mark it RWAP if she wasn't happy.

Date Posted: 12/14/2011 7:46 AM ET
Member Since: 7/5/2007
Posts: 2,181
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In the case of a Great Book Mixup, PBS says not to mark a book as RWAP so that you can mark it as received when the situation does get resolved. 

However...

Your receiver admits to receiving a hardcover, which matches the binding of the book you sent, but will not answer any other questions as to what book she did receive.  That itself is a red flag to me.  Most people, when receiving a wrong book, are upforth regarding which book they actually did receive.

I'd send her one last PM telling her that you need certain crucial pieces of information - ie:  what book she actually received and to match the transaction IDs.  If she still fails to respond with that information, I'd contact PBS for further guidance.  However, since you used PBS DC, they may just tell you to allow the transaction to time out and ignore further PMs from the person.

The book going lost will not impact your account in any way.  There's also no way to be sure that the DC reflects that the book was actually delivered to her. 

Date Posted: 12/14/2011 7:49 AM ET
Member Since: 1/17/2009
Posts: 9,860
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If you get the wrong version of the book you requested, yes, you have to mark it received.

If you get a completely unrelated different book, then you do not have to mark it received.

So, whether or not she has to mark it received depends on whether she is saying you sent her the wrong version of the book, in which case, YES, report her to PBS, she has to mark it received. If she is saying the book is completely different, like you mixed up the wrappers with another book before you mailed the book to her, then she doesn't have to mark it received.

Date Posted: 12/14/2011 11:44 AM ET
Member Since: 3/4/2011
Posts: 286
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The requestor is either plainly, if stubbornly, confused (it happens) or are raising a bit of a red flag.

If it were not seen as too provocative I'd direct the requestor here to read the commonsense.   wink

Date Posted: 12/14/2011 7:22 PM ET
Member Since: 8/16/2007
Posts: 15,194
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Just because you entered by the ISBN, doesn't exactly mean you sent the right book. The Title, Author, ISBN and binding Type have to match exactly. The cover doesn't have to match, but the title does. You say the "description" said it was a hardcover, did you mean the binding Type field said Hardcover? Not saying you sent the wrong book, but just saying that the ISBN being on the book doesn't always mean the book can be posted to the ISBN, sometimes they have been reused and the listing is for a different book.

Maybe ask her to send you a picture of the book she has to confirm that she is looking at the book you sent? Stranger things have happened than the receiver is trying to log in a book from someone else (maybe she opened a bunch at once and mixed up wrappers or maybe if she looked at the wrapper she'd see it didn't come from you) or the USPS could have even had a bunch of packages open up on the conveyor and stuffed the wrong ones back into envelopes. If it is the book you sent, you can get a second look at the title and confirm that it matches the listing exactly. 

Subject: Same thing!
Date Posted: 12/14/2011 7:53 PM ET
Member Since: 10/5/2010
Posts: 1,052
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I had a member say she received book 1 of a series, not book 2 (like she said she ordered), but I didn't have book 1.  Just book 2.  I'm not sure what one does in this situation, I know what I had, and what I didn't have.  I'm not sure what options I have?

Date Posted: 12/14/2011 11:52 PM ET
Member Since: 12/31/2009
Posts: 3,995
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You also may want to mention to her that, if she does not mark the book as received (with a RWAP), there is nothing for you to do on your end. If she truly got a completely different book, she does not mark the book received at all and must wait for the sender to send the "real" book before closing the transaction. Since you believe you did send the correct book (and really don't have anything else to send her) and already told her so, there is nothing else that you can do for her and there is no reason for her to continue PMing you. Her credit will be returned when the book goes "lost" so she shouldn't be asking you for a credit.

I agree that you should send her one more PM asking for the name and ISBN of the book that she claims you sent her. If she doesn't tell you, or continues to PM you asking for a resolution on a transaction that wasn't marked received, I'd say report it and let TPTB explain things to her.



Last Edited on: 12/14/11 11:56 PM ET - Total times edited: 1
Date Posted: 12/15/2011 12:58 PM ET
Member Since: 8/26/2006
Posts: 9,336
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Sandy said: I had a member say she received book 1 of a series, not book 2 (like she said she ordered), but I didn't have book 1.  Just book 2.  I'm not sure what one does in this situation, I know what I had, and what I didn't have.  I'm not sure what options I have?

Sandy, you can ask her to post an image of the book, and of your wrapper if she still has it, on a free site like Photobucket.  It sounds like one of you has made an honest mistake, and an image might clear it up.