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Topic: I'm stumped on best way to deal with this

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Subject: I'm stumped on best way to deal with this
Date Posted: 6/21/2011 3:08 AM ET
Member Since: 11/30/2007
Posts: 4,962
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Yesterday, I received a book that I had already received previously a few weeks back. I looked in my transaction files to see if this sender had offered me the book before, but then because of not responding in allotted time, it was canceled. But, that was not the case as I could not find it.

I then looked her name up in the Community directory and couldn't find her because she must not have a profile set up. She did use the PBS wrapper with my name and address on it. I really am stumped on this one as to what happened and how to handle it.  I can't send her a pm. I only have two choices, spend the $2.05 to return the book or repost the book. What would you do?

Date Posted: 6/21/2011 4:10 AM ET
Member Since: 8/26/2006
Posts: 9,327
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In order for her to be able to print out a PBS label with your address, she had to have had a transaction with you at some point.  That transaction has to be either on your main My Account page, or in your transactions archive. 

It's possible that when you received the first copy, that you actually marked the 2nd one "received" since that could have been the active transaction on your My Account page.  If that's the case, in your transactions archive, you'll have a transaction with her that was successful -- a green checkmark -- and a previous transaction for the same title with someone else that was canceled.

If you aren't finding it in your archive, perhaps you have your archive sorted in a way that doesn't show all books you've requested.  I find this help doc useful in trying to solve this kind of puzzle:

 

I received 2 copies of the same book!

These are the possibilities:

  1. You submitted one request, and the first sender did not mark the book mailed, but did mail the book.

  2. You submitted one request, and the first sender canceled it by mistake, but still mailed it.

  3. You submitted two requests for the book, to two different senders

Scenario #1 (the most common scenario):

  • You submit a request, which goes to Sender #1

  • Sender #1 does not mark the book mailed before the deadline, but still mails the book.

  • Then the request cancels and gets passed to Sender #2, who also sends the book.

  • You end up with two copies.

    This situation (the requestor ending up with 2 copies of the book) is part of why marking a book mailed before the deadline is such an important part of the swapping process.

    The bottom line here: always mark your books mailed, so you don't become Sender #1!

 

Scenario #2:

  • You submit a request, which goes to Sender #1

  • Sender #1 clicks on the transaction by mistake after (or before) mailing the book.
  • When she does that, the request cancels and gets passed to Sender #2, who also sends the book.
  • You end up with two copies.


In both Scenarios #1 and #2: When you receive 2 copies for a book after submitting only one request, you are not obligated to give a credit for the extra (canceled) copy.  You are obligated to mark the properly sent copy received.

  • When you mark the book received from the active transaction on your En Route to Me tab on your My Account page, Sender #2 will get credit. 
    • Sender #2's transaction is the only active transaction for the book on your account page.
    • The transaction with Sender #1 moved into your Transaction Archive when it was canceled, as a canceled transaction.
  • You are not obligated to give a second credit for a canceled copy of a book when you submitted only one request
    • You are also not obligated to send the book back (although this is a nice thing to do if the sender is a new member).
    • You are obligated to mark the book received that is on your En Route to Me tab on My Account.
  • If you do wish to give credit to Sender #1, you can mark that copy of the book received from the canceled transaction:
    • Go to  your Transaction Archive:
      • place your cursor over My Account in the toolbar at the top of the site
      • Click Transaction Archive in the menu that drops down
      • you can also click the link 'Transaction Archive" from the My Account page
    • Scroll down to see the canceled transaction for this book.
      • Check the sender name and Details to be sure it is the correct transaction
      • There are sometimes several canceled transactions for one title
    • Click on the transaction
    • The usual Book Received screens will come up from there.
    • When you mark a canceled book received, the credit is taken from your account and given to that sender.
  • Again,  you do not have to mark the canceled copy received.
    • If you like, you may Post the extra copy of the book into the system for others to request.

Scenario #3:  If you requested a book from one sender, and then another copy from another sender, you must mark both copies received when you get them. *see the one exception to this below

  • How this happens:

    • You order a book, and then submit another order for it.
    • You re-order a book that was declared lost in the Mail, and both copies arrive
      • Because "lost" can sometimes mean "delayed en route to you", we recommend not re-requesting a Lost book until it has been Lost at PBS for 2 weeks.
      • You must mark a "lost" book received when it arrives.  To do this:
        • Go to  your Transaction Archive:
          • place your cursor over My Account in the toolbar at the top of the site
          • Click Transaction Archive in the menu that drops down
          • you can also click the link 'Transaction Archive" from the My Account page
        • Scroll down to see the Lost transaction for this book.
          • Check the sender name and Details to be sure it is the correct transaction
          • There are sometimes several canceled transactions for one title
        • Click on the transaction
        • The usual Book Received screens will come up from there.
        • When you mark the copy received, the credit is taken from your account and given to that sender.
    • You order a Wish List book, and you are offered another version from your Wish List while the first version is still en route to you:
      • This is an individual choice: members will often request the second version, because they don't have the first one yet, and they want to be sure to get at least one copy of the book
      • If you do this, you must mark both copies received when they arrive; just repost the extra copy.
    • You request a book through both Box-O-Books and using a credit.
      • In this case, of course, you must mark both transactions received.
  • *There is an exception for late-mailed books:
    • If a book was mailed more than 2 weeks late without notice to you about late mailing before it was mailed and
    • was already declared Lost at PBS before it arrives, and
    • you re-requested the book after it was declared "lost in the mail"  and
    • you end up with 2 copies, THEN
    • you do not have to mark the late-mailed-without-notice copy received.
      • Note: the late mailing must be confirmed- either the sender has told you this or the postmark on the package confirms it.  Sometimes Media Mail takes a long time, so a late-arriving book cannot be presumed to have been mailed late.
    • The rules governing late-mailing are:
      • If a sender wants to mail a book that has been declared Lost at PBS already she needs to contact you with a Personal Message asking you to confirm that you still want the book from her, and
      • You would need to have confirmed that you still wanted her copy of the book in a Personal Message in reply to hers before she mailed it.
    • The bottom line: If a sender sends a book late without getting confirmation from you that you have not gotten or requested another copy in the meantime, and you end up with two copies of the book, the sender has made the mistake here.  In this case (and ONLY in this case) you are not obligated to mark the lost book received (nor are you obligated to return the extra copy). 

 

 

Date Posted: 6/21/2011 7:58 AM ET
Member Since: 7/31/2007
Posts: 2,690
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Last Edited on: 6/21/11 8:02 AM ET - Total times edited: 1
Date Posted: 6/21/2011 11:23 AM ET
Member Since: 11/30/2007
Posts: 4,962
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Thanks Patty for all that you did to try and help me, but none of the above pertains to what actually happened in my case. I thought it would be simple and I would find the book I received yesterday in my transactions archive, but gave up after I reached March 31st.

I, too, wondered how she could have my PBS addressed label, so after reading your post, I researched my Transaction archive further and finally found this book and sender back on February 5th!!! The order was canceled by PBS because the sender did not  mark the book mailed within the allotted time (by February 11th). That's four months ago! No, the book did not take all those months to get here as the sticker says it was mailed on June 16th. I never even reordered the book from another sender until May 22nd and received that one on May 27th. So, as far going from Sender 1 to Sender 2, that didn't happen as they were 3 months apart. I should mention that I never received a pm from this member who just sent me the book.



Last Edited on: 6/21/11 11:31 AM ET - Total times edited: 1
Date Posted: 6/21/2011 11:34 AM ET
Member Since: 1/17/2009
Posts: 9,727
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Connie, so it sounds like you are scenario #1. She didn't mark the book mailed, you ended up with 2 copies, so you do not have to mark the second copy (from the first sender) received.

She (or her husband) probably found the package under the seat of the car or something, and dropped it in the mail.

Date Posted: 6/21/2011 12:12 PM ET
Member Since: 8/16/2007
Posts: 15,186
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Connie - for future reference on transactions that you are having a hard time locating, if it is a PBS label you can send the ID# that is in the return address section to the Team and they can identify the transaction for you. Resorting the Transaction Archive by Author or Title might return it faster too, but if you just aren't finding it, the Team can help with that number.

Date Posted: 6/21/2011 7:06 PM ET
Member Since: 12/28/2006
Posts: 14,171
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I'm curious Connie, did you receive a second copy of this book?  Ah hah, that info is in your OP.  For a book mailed that late Connie, I probably wouldn't initiate conversation with the sender.  Your responsibilities are clearly outlined in Help documents.  Let the sender contact you if she has questions.  I'd probably wait a few weeks (to let the dust settle) and re-post.



Last Edited on: 6/21/11 7:20 PM ET - Total times edited: 2
Date Posted: 6/21/2011 7:38 PM ET
Member Since: 4/25/2007
Posts: 11,467
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You don't owe a credit since you got a second copy of the book and the first sender never actually mailed it until recently.

I'd also let it sit for a couple of weeks and then repost the book, just in case the sender contacts you.

Date Posted: 6/21/2011 7:50 PM ET
Member Since: 12/10/2009
Posts: 2,472
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Somebody must have Spring-cleaned and said,"OOOOPS" they may be embarassed to say anything,but felt they owed you the book.

Date Posted: 6/23/2011 1:16 AM ET
Member Since: 11/30/2007
Posts: 4,962
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Thanks everyone! I like that Fara, spring cleaning and finding the book. I can understand that, lol! I'll wait to see if I hear from her. If not I will post the book in a couple of weeks.