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Topic: Resolving Unresolved RWAP if I Must

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Subject: Resolving Unresolved RWAP if I Must
Date Posted: 1/16/2012 10:13 PM ET
Member Since: 2/6/2009
Posts: 1,411
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Early in December, I got a RWAP book, unpostable by PBS for several different reasons. I marked the book as such but, as it was getting into the holidays and I knew members would start putting their shelves on hold and drifting away from their accounts (as tends to happen to me around the holidays), I gave the member a long grace period. After marking the RWAP, I sent a PM saying to return my credit and I'd mark it resolved, giving them today's date as a time limit. I gave them a month and a half to answer me.

During that time, I received no response. I even sent two reminder emails; one at the start of the new year and one earlier this week. No PM saying yay or nay and no returned credit. So I marked the swap as Unresolved and moved on. Just now, I happened to glance at my number of credits and noticed it seemed off. I checked my credit registry and see that the sender sent me a credit a few hours after marking the swap as Unresolved. They didn't even send a PM to explain why they had ignored my PMs and suddenly decided to give me a credit. They're lucky I even noticed that they returned the credit to me since they didn't send a PM with a heads up; I don't usually pay attention to my credit numbers until it gets too close to zero.

I know I should message the PBS Team and get them to turn the Unresolved to Resolved but... is it bad to say that I don't want to? A full month and a half with no response, none at all. Then they send me the credit after the long grace period I gave them, without even a PM explaining why the silence. I'm more than a little annoyed at this member and think they deserve the mark against their account, since PBS rules clearly state that you need to respond to a RWAP message, even if it's only to defend your book and refuse to refund the credit. 

What should I do?

Last Edited on: 1/16/12 10:13 PM ET - Total times edited: 1
Date Posted: 1/16/2012 10:14 PM ET
Member Since: 6/25/2007
Posts: 5,637
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I don't think they can change an unresolved to resolved. I know they wouldn't for me when I had a similar problem. 

Date Posted: 1/16/2012 10:16 PM ET
Member Since: 2/6/2009
Posts: 1,411
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Whippoorwill > Oh really? I thought I remembered reading somewhere that if the situation was resolved after it was marked unresolved, the Team could change it if you message them with an explanation. 

Date Posted: 1/16/2012 10:50 PM ET
Member Since: 12/31/2009
Posts: 3,995
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You did everything right, and you were nice enough to also give the person an extraordinarily long response window. There was really no excuse for an active member to not have responded to you within that timeframe. You finally marked it unresolved, and they suddenly throw a credit to you without a single comment. No "my dog died" or "I broke both arms so I couldn't use the computer" or "jeez, you sure are mean! Here's your stupid credit! You ruined my fun and I'm not coming back here ever!!!" Hmm. 

If it were me, I'd just let it go and forget they exist. But since you seem to be a nice patient person, you may not mind going through even more hassle to fix their unresolved RWAP.

Last Edited on: 1/16/12 10:53 PM ET - Total times edited: 1
Date Posted: 1/17/2012 12:39 AM ET
Member Since: 8/16/2007
Posts: 15,226
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Once a transaction is marked unresolved it cannot be changed. The only followup that can be changed is if you mark that they have not responded, you can then later mark that as resolved or unresolved, but nope, you cannot do anything with this one at this point. It is the risk a member takes by refusing to resolve a problem transaction in a timely manner.

I wonder if someone just got in trouble for having too many unresolved transactions or something? You are the second person I've seen that had a long outstanding unresolved get a credit returned in the last couple of days. Interesting...

Date Posted: 1/17/2012 1:38 AM ET
Member Since: 7/19/2008
Posts: 15,485
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If they refunded the credit from the book order detail, then PBS will be able to see it if they ever need to review that account. 

Date Posted: 1/17/2012 2:40 AM ET
Member Since: 1/21/2009
Posts: 11,985
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Last Edited on: 1/18/12 5:44 PM ET - Total times edited: 1
Date Posted: 1/17/2012 4:40 AM ET
Member Since: 8/26/2006
Posts: 9,365
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About the only think I can think of that you could do is send a PM from the transaction in your archive saying that you received the credit after marking the transaction unresolved.  Your PM would be permanently attached to the transaction.  But as Emily said, the Admin Team could see that the credit was returned if they ever review the transaction.