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Topic: Sending message for a rwap

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Subject: Sending message for a rwap
Date Posted: 10/20/2011 3:54 PM ET
Member Since: 10/20/2009
Posts: 232
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When a book gets rwap and the reciever fills out the message box explaining what the problem is- that message gets passed along to the sender  with the request for the returned credit, right?  I don't have to send a pm to the sender myself, do I?  I haven't heard back from her, and the credit hasn't been truurned, but it has only been a few days.

Date Posted: 10/20/2011 4:29 PM ET
Member Since: 7/28/2006
Posts: 4,982
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Yes, that gets sent by both PM and email.  You can check the "From Me" tab in your Personal Messages and should see the message there. 

 It's possible she hasn't read the message yet.  You can check by clicking the "Unread" button at the top when in the "From Me" tab.  It will put checkmarks next to the messages that haven't been opened on the site yet (doesn't account for messages read through email though). 

There's an option in your Transaction Archive for making a RWAP transaction as no response.  If you haven't heard from her by the end a week, go in and click that.  It sends an automated email to the sender reminding them to respond.  If a few days later you still haven't heard anything, contact the Team by sending in Feedback.  They will check the account's status for you.  Not responding to a RWAP sitation from an active account is considered an admission of fault. 

Date Posted: 10/20/2011 5:09 PM ET
Member Since: 4/30/2007
Posts: 2,728
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Did you give her a timeframe in which to respond to you?  I ask the sender to respond within a week.  If I don't hear from them in that time, I send another PM, remind them of the issue, and give them another couple of days, and also mention that PBS rules require that they respond to PMs about transactions.  I also tell them that if I don't hear from them by X date, I will unhappily mark the transaction as unresolved in the PBS system, and they may be contacted by PBS administration about their non-responsiveness.  I've only had one person not respond to my second PM, but once they received a message from PBS, they responded right away.

Date Posted: 10/20/2011 6:33 PM ET
Member Since: 7/28/2006
Posts: 4,982
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Lesley's response reminded me of something else: if the Team intervenes in the situation because they have not responded, it is automatically marked as "unresolved".  So mentioning that can sometimes provoke them to action as well. 

Good luck!  RWAPs are never fun

Date Posted: 10/22/2011 8:21 PM ET
Member Since: 10/20/2009
Posts: 232
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The sender has not responded yet, but she still has a few days.  She looks like a very new member, and my message had not been read.  I guess i won't plan on getting my credit back!