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Topic: Sender forgot to mark mailed in time, asking me for a credit

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Subject: Sender forgot to mark mailed in time, asking me for a credit
Date Posted: 2/21/2014 9:15 PM ET
Member Since: 6/16/2006
Posts: 5,539
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 I will now be receiving two copies of the book (an audio CD), when I only need one.  The rules state I do not have to send credits.  How do you handle this when it happens to you?    I feel it may take a while for me to recoup my credits by listing the second copy.

Plus, the sender contacted me WAY after the fact, when the second copy was already on its way.  I hadn't even noticed.

 

????

 

Date Posted: 2/21/2014 9:23 PM ET
Member Since: 7/19/2008
Posts: 15,447
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No credit.  They failed to mark it.  PBS is quite clear about this.  Someone needs to be out the credit.  It should not be you.

That said, I'm much more forgiving if the weather or power outages were the cause.  

Date Posted: 2/21/2014 9:26 PM ET
Member Since: 6/16/2006
Posts: 5,539
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I am usually a forgiving person, too…..specifically, if she contacted me in time, but she waited almost a week after realizing her mistake.  So, I'm less inclined to be helpful.  I've made the mistake, too, and learned my lesson.

 

BTW, I love Santa Cruz.  My father is in Boulder Creek, right up the hill from you!



Last Edited on: 2/21/14 9:27 PM ET - Total times edited: 1
Date Posted: 2/21/2014 9:46 PM ET
Member Since: 7/19/2008
Posts: 15,447
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If they had contacted you in time, you would have had a chance to cancel the second order.  I always recommend contacting members right away, with an apology.   Their mistake, their credit.  PBS even sends a reminder.

Date Posted: 2/21/2014 11:38 PM ET
Member Since: 12/28/2006
Posts: 14,177
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What Emily said yes  you did nothing wrong and shouldn't be out credits for someone else's error.  I also would be more forgiving of a weather/power outage situation...but a simple pm when the sender realized the situation would probably have avoided exactly what happened. 

Awhile back I received a pm from a sender in one of those winter storm areas, who said she wouldn't be able to mail for several days due to severe storms.  She didn't feel safe going out merely to mail a book and mail service was interrupted.  I let her know there was no problem, thank you for the information, and to remember to mark the book mailed so the transaction didn't time out while she was waiting for a weather break.  With the proper notifications sent, the sender let me know when she mailed the book and it arrived as expected...PBS guidelines were followed and all ended well. 

ETA - Politely decline the request for a credit and point the sender to the PBS Help Center.



Last Edited on: 2/22/14 1:50 PM ET - Total times edited: 3
Date Posted: 2/22/2014 12:41 AM ET
Member Since: 2/23/2008
Posts: 170
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If the late mailing was due to the awful weather the east has been experiencing, she should have marked the book mailed and sent you a PM saying the book would be mailed when safe to do so.  The requestor should not pay twice the credits for two copies of the same book when it was the sender's fault.  I'm assuming this was a 2 credit audio book.  The requestor should definitly not pay out 4 credits.

Date Posted: 2/22/2014 3:01 AM ET
Member Since: 1/21/2009
Posts: 11,797
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Perhaps she can send you the return postage and have the book sent back.  Audio books sometimes do not cost as much as HBs to return/mail.  Just a thought.