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Topic: Rwap question

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Subject: Rwap question
Date Posted: 6/9/2011 3:58 PM ET
Member Since: 6/13/2009
Posts: 503
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I received a book about two weeks ago that did not met my RC.....no writing and smoke free please. I marked it appropriately and asked the sender to please refund my credit plus an additional one within five days if she wished the book returned to her. She replied within a few hours that she knew the book had both writing in it and a smoke smell ( she smokes!!) but didn't think I would notice. Stated she would refund two credits so I could return the book to her. I thanked her for her prompt reply and again stated for her to refund the credits to me within the five day time period so I could get the book back to her ASAP. She never replied nor refunded the credits so in the fifth evening I sent her a gentle remind that unless she refunded thhe credits as previouslly discussed I would mark the rwap unresolve and donate the book the the thrift store. Again she didn't answer so after twenty four hours I marked it unresolved and a day or so later dropped the book off at the thrift store. Now more than a week later she has refunded me the two credits and wants the book shipped back immediately...plus for me to change the unresolved status. I let her know to much time had passed and I no longer had the book to which she immediately replied she wants both her credits backs.....one for the return shipping and the other cause "I kept her book anyhow" . I can just refund the one credit right and leave it at that????
Date Posted: 6/9/2011 4:06 PM ET
Member Since: 2/13/2007
Posts: 2,258
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I would just refund the one credit that would have covered the cost of shipping a book back.

Date Posted: 6/9/2011 4:10 PM ET
Member Since: 4/7/2008
Posts: 15,690
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If you have kept the PMs from her saying how she knowingly sent you the book that violated the RCs, you can keep the credit and just return the other one. Per the rules, you don't have to return a book that was RWAPed and even if she complains to the Team, they will see that she was at fault in almost all levels: she knowingly violated RCs, then didn't respond in a timely manner.

 



Last Edited on: 6/9/11 4:11 PM ET - Total times edited: 1
Date Posted: 6/9/2011 4:32 PM ET
Member Since: 4/30/2007
Posts: 2,728
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Return the one credit for sending the book back, and keep the other one.  Remain polite and PM her and let her know you have refunded the 2nd credit but are keeping your original credit for the problem book so that you can request another copy of the book that meets your conditions.  Then mark the transaction as resolved, since you did get your original credit back.

Date Posted: 6/9/2011 4:32 PM ET
Member Since: 10/24/2008
Posts: 1,382
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I would just send her one credit. I don't think you can undo an unresolved.

Date Posted: 6/9/2011 4:41 PM ET
Member Since: 10/24/2008
Posts: 1,382
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 I just found this in the help section. The unresolved can’t be changed, so it will stay on their account. Maybe they’ll think twice before sending another book that they know doesn’t meet a RC.  

 

If you as the requestor marked a book received with a problem, you can now provide follow-up on the situation from your Transaction Archive.   

  • This will allow us to screen more effectively for those accounts that are sending problem books and NOT resolving the problems, and also allow us to avoid excessively penalizing senders who might make a mistake, but who do resolve the problem.
  • Senders who send problem books and do not resolve the problem will have their accounts double-marked "behind the scenes"; if a pattern of this emerges on a sender's account, it will jeopardize membership .

Before submitting follow-up on a problem swap:

  • You must have sent a PM to the sender, clearly asking for a response (and a credit refund if that is desired)
    • You can send the PM during the process of marking the book received, OR using the PM button on the swap in your transaction archive as described in How do I contact another member?.
  • You should allow the sender a week at least to respond to your PM and resolve the swap.
  • You should check the member's bookshelf (by clicking his or her highlighted name on the swap, which will take you to his or her bookshelf or profile, where you can click the Books button) to see if his or her account is on vacation.  If the account continues to be on vacation for more than a week, you can contact us to find out when you might expect a response from the requestor.

To give follow-up on a Problem Swap:

  • Find the problem transaction in your Transaction Archive (linked from the top of your My Account main page)
  • Click
    • this button appears only on the requestor's account
  • Choose one of the options given in the menu next to Update Status
    • Sender resolved the problem
    • Sender did NOT resolve the problem
    • Sender did not respond to PM asking to discuss the problem
    • Marked problem swap in error
  • Click Submit to submit the follow-up information

What the options mean

  • Sender resolved the problem means the swap does not need to be resolved further
    • the resolution could have been that the sender refunded the credit
    • the resolution could have been that the sender sent another book as replacement
    • the resolution could have been that the sender offered resolution, but you declined
  • Sender did NOT resolve the problem means that the sender responded to your PM, but did not settle this swap to your satisfaction, and there is no further negotiation happening
    • this could be because you disagreed about a book's condition
    • this could be because you did not like the resolution that she or he offered
    • this could be because the sender refused to refund credit or replace the book (or promised to replace the book or refund the credit, but book/refund was not received)
  • Sender did not respond to PM means that your PM asked for a response, but the sender did not respond
    • You should not choose this option if the sender responded (even if you don't agree with what the sender said)
    • You should not choose this option if your PM did not ask for a response
    • You should not choose this option if you never sent the sender a PM at all
  • Marked as problem swap in error means that you made a mistake when you marked it as a problem swap
    • Choose this option if there was actually no problem with the transaction

What happens when you submit follow-up

  • Sender resolved the problem
    • this removes the "Was Problem Resolved?" button from the transaction
    • this does NOT change the problem icon in the Transaction Archive
    • Adds the notation that the problem was resolved to the Transaction Archive
      • this text appears on both sender 's and requestor's transaction archives
    • Changes the swap status "behind-the-scenes" so that this problem swap does not count as heavily against the sender as an unresolved problem
  • Sender did NOT resolve the problem
    • this removes the "Was Problem Resolved?" button from the transaction
    • does NOT change the problem icon in the Transaction Archive
    • Adds the notation that the problem was NOT resolved to the Transaction Archive
      • this text appears on both sender 's and requestor's transaction archives
    • Adds a "double mark" against the sender in his or her account record "behind the scenes"
  • Sender did not respond to PM
    • this sends an email to the sender, notifying him or her that his or her account has been marked as nonresponsive in a problem swap
    • the email refers the member to the Help Center information about problem swaps, and tells the sender that he or she needs to resolve this problem
    • this does NOT change the problem icon in the Transaction Archive
    • this does NOT remove the "Was Problem Resolved?" button from the Transaction Archive (so that further follow-up can be given when/if the sender responds about this swap)
  • Marked received with a problem in error
    • this removes the "Was Problem Resolved?" button from the transaction
    • this changes the status of the transaction to "Completed Successfully" on both sender and requestor's transaction archives

Note that once follow-up is submitted, it can't be changed.  The only follow-up option which allows further follow-up to be submitted is "Sender did not respond to PM".

 

Date Posted: 6/9/2011 5:06 PM ET
Member Since: 10/30/2009
Posts: 962
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I would refund the 1 credit (for the return shipping) and advise her that you are NOT required to send it back.  Use the rules from the Help docs listed and send that in a PM to her advising her what you are doing.  As long as you refund the 1 credit, you will be fine.  You can also contact TPTB and ask them to change the status to resolved as well.  Both of these should satisfy her.  If not, there isn't anything else she can do because you followed the rules and have the PMs to prove it.  Keep your chin up, return 1 credit, and ask the team to change the status.  Then move on.  She should have known better to send it that way anyway.  It's her fault...not yours.

Good luck!

Kellie

Date Posted: 6/9/2011 5:39 PM ET
Member Since: 8/30/2008
Posts: 2,207
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She replied within a few hours that she knew the book had both writing in it and a smoke smell ( she smokes!!) but didn't think I would notice.

This is so sad. Always someone out there willing to walk on the wild side and hope for the best.

Gail

Date Posted: 6/9/2011 7:00 PM ET
Member Since: 4/25/2007
Posts: 11,456
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I concur, just return the one credit and let her know that since she didn't respond in a timely manner you no longer have the book to send back to her.

There is nothing she can do to force you to return the other credit.

Date Posted: 6/9/2011 7:24 PM ET
Member Since: 4/29/2011
Posts: 7
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Next time I would give them more time. She propably didn't have the credits immediately at hand.

Date Posted: 6/9/2011 7:43 PM ET
Member Since: 9/8/2009
Posts: 613
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If she doesn't have the credits immediately on hand, she shouldn't knowingly send out unpostable books.  wink

Date Posted: 6/9/2011 7:48 PM ET
Member Since: 1/30/2010
Posts: 8,371
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I think her time frame was fine, and if the sender had a problem with it she could've said so instead of saying nothing.

Date Posted: 6/9/2011 7:55 PM ET
Member Since: 8/16/2007
Posts: 15,186
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Return the credit given for mailing back since you can't mail it back and be done. What is she going to do, complain that you won't give back a credit she refunded for knowingly sending a book that violated your RCs? Can't see her thinking she'd get very far trying to get help to recoup that credit.

You might have cut it a little short in submitting followup. It looks like you gave her 5 days to do what you asked and  then another 24 hours after your reminder. The site asks us to give at least a week. Not that it appears she would have made it in that time anyway, but just in case. I've done it myself when it appeared the member had no interest in returning the credit, and then 2 days later she returned it and I couldn't retract the follow up. It was a good reminder to always give a full week for someone to respond just in case.

Before submitting follow-up on a problem swap:

  • You must have sent a PM to the sender, clearly asking for a response (and a credit refund if that is desired)
    • You can send the PM during the process of marking the book received, OR using the PM button on the swap in your transaction archive as described in How do I contact another member?.
  • You should allow the sender a week at least to respond to your PM and resolve the swap.
  • You should check the member's bookshelf (by clicking his or her highlighted name on the swap, which will take you to his or her bookshelf or profile, where you can click the Books button) to see if his or her account is on vacation.  If the account continues to be on vacation for more than a week, you can contact us to find out when you might expect a response from the requestor.
Date Posted: 6/9/2011 10:25 PM ET
Member Since: 4/25/2007
Posts: 11,456
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OP gave the sender a deadline.  If the sender had a problem with that deadline or needed more time to get the credits to return to the OP, then all they needed to do was PM back and say so.  I'm sure she would have waited an extra day or two if the sender made it clear that they were working on getting the credits to return.

Date Posted: 6/10/2011 12:53 AM ET
Member Since: 2/26/2009
Posts: 35,586
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If she doesn't have the credits immediately on hand, she still could have pm'd and told her that.