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Topic: Sender Damaged Book Resolved?

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Subject: Sender Damaged Book Resolved?
Date Posted: 1/13/2012 12:41 PM ET
Member Since: 9/8/2010
Posts: 399
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 I've sent quite a few books through PBS and only ever had one marked "Damaged by Sender."  This is my question.  I read earlier where people mark the issue "resolved."  The book I sent had underlining in it (which I know is not within PBS standards . . . it was a mistake/overlook on my part . . . I didn't see the underlining).  Anyway, the person wrote me an e-mail and basically said that it was wrong to send the book (which I agree . . . I wouldn't have sent it if I would have seen the underlining) and gave me a little speech.  After her speech, she said that she would "rather take wrong" and she didn't request a credit back.  However, I felt that it was only right to credit her one back since it didn't meet PBS guidelines.  I PM'd her back apologizing and acknowledging that I knew PBS standards PLUS I gave her the credit back (rightly so).  This is my question . . . it is still marked on my Transaction Archive as Damaged by Sender.  Was the person supposed to mark that resolved and would that change the damaged by sender marking or where does the receiver mark it resolved?

(I updated this as I checked in my archives and found the e-mail from her.)



Last Edited on: 1/13/12 12:53 PM ET - Total times edited: 3
Date Posted: 1/13/2012 1:08 PM ET
Member Since: 1/17/2009
Posts: 9,911
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The book receiver would normally go into the Transaction Archive and mark the issue "Resolved". It does not happen automatically. The book will still be marked "Damaged By Sender", that remains forever (unless the receiver goes back into the transaction and marks it the transaction something like "marked damaged by accident" (I forget the exact wording)).

Many people may not know all the ins and outs of problems with books, and the receiver may not know anything about being able to mark a problem resolved. So, if you want, a PM to ask her to do that would be fine.

However, if you returned the credit using the "Return Credit" button on the transaction, PBS will have a record of your resolution should they ever have occasion to check into your account. So, whether or not she marks it resolved at this point will not hurt you.

 

I will say that it was really nice of you to give back the credit. She may really not have cared about it though. I have received books like that in the past, and although I may mark them RWAP just so that the sender is aware of the issues ... if I am planning on keeping the book anyway and the writing in it is not overwhelming ... I usually will specifically not ask for my credit back. Because I really don't want it back, I just want the sender to know about the writing rules, if they were not already aware.



Last Edited on: 1/13/12 1:11 PM ET - Total times edited: 1
Date Posted: 1/13/2012 1:30 PM ET
Member Since: 9/8/2010
Posts: 399
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I think I figured out some of it now . . . thanks to you Sara.  I didn't actually return the credit to her; I think I "friended" her the credit which in turn probably made it so she couldn't mark it resolved!  It's the only time it happened to me so I'm kind of new at this area.  :-)

Date Posted: 1/13/2012 1:34 PM ET
Member Since: 1/17/2009
Posts: 9,911
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She can still go into the Transaction Archive and mark the problem resolved.

If you friended the credit instead of returning it thru the transaction, though, PBS would not be aware of it if they were to review your account.

Not to worry though .... one problem on an otherwise good transaction record will not affect your account, even if it stays "unresolved".

Date Posted: 1/13/2012 1:46 PM ET
Member Since: 9/8/2010
Posts: 399
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Thanks, Sara!  You're really helpful!

Date Posted: 1/13/2012 3:58 PM ET
Member Since: 7/28/2006
Posts: 4,982
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It's also worth pointing out that she may have marked it resolved right away.  Some people who don't request a credit refund do so.  The only way to know for sure is by asking. 

There are three ways a RWAP can end up: Resolved (one mark on your account), no feedback submitted (also one mark), and Sender did not resolve (two marks).  Either way, a single RWAP transaction will not jepordize an account in good standing.  It's only when a pattern of RWAPs develop that the Team will reviews an account. 

Date Posted: 1/13/2012 5:25 PM ET
Member Since: 8/16/2007
Posts: 15,200
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I don't believe that this will equate to an "unresolved" issue. It is merely a transaction without completed followup. Not as good as followup saying you resolved the issue, but not as bad as unresolved either. As long as your account is in otherwise good standing it isn't going to make one bit of difference. If there ever was a problem, the PM trail would show that you told her you were going to return the credit at the same point in time you buddied her the credit so the site will see you returned it. The Give Refund button is a fairly new thing, it has not always been there, so the site has ways to find those other credit returns and match them up to the transaction.

I wouldn't worry about it at all.

Date Posted: 1/13/2012 6:12 PM ET
Member Since: 9/8/2010
Posts: 399
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Thanks. It all makes more sense now. ;-)
Date Posted: 1/13/2012 6:23 PM ET
Member Since: 8/26/2006
Posts: 9,336
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And if you want to, you can PM her and say something like, "By the way, the credit I gave you on such and such a date was to return your credit for Name of Book, which had writing in it.  I know you told me you didn't want the credit back, but it made me feel better to give it to you.  I've since learned that I should have used the "refund credit" button rather than the "give credits" button.  Wanted to let you know that, since you may not have known where the credit came from or why.  If you could submit follow-up in your transactions archive that the problem was "resolved by sender", I would appreciate it."

You can check your "credit registry", which is on the horizontal yellow bar on your My Account page, to find the date you gave her the credit.  She can then confirm it by date in her own credit registry.

Or if you just want to leave it alone at this point, that's okay, too. smiley