I got a PM from a member to whom I mailed a certain book. I'll call the book VR.   The requestor claims the front cover is half torn off and the back cover has a tear.  I was flabbergasted.  I would never have mailed the book had the front cover been torn off.   I know the book was in decent condition when I mailed it.  I would have noticed a cover that was half torn off.   I got the VR book from another PBS member.  The paperback was in good condition.  I even used a large mailing envelope instead of using the PBS wrapper.  I used lots of tape on the envelope.  The requestor says she's going to mark it received, but with problems.  That bothers me.  I've never had this happen before with another book I mailed.  What exactly does this mean for me?

NS

If you know you mailed the book in postable condition and have no other problem swaps, it won't really mean anything. If you are certain the book was postable when you mailed it, then you can tell her that and you don't have to return the credit. She will not be happy and will post likely mark it unresolved, but one problem swap will not hurt you. If you didn't really look that closely at the book before sending it, I'd recommend returning the credit, but if you are certain it wasn't like that when you put it in the mail then I say stand your ground.

FYI - if the mailing envelope you are referring to is the non-padded, office document type one, those tear extremely easily in the mail with books in them so if you aren't already, make sure to make it tight to the book and cover every edge and corner with tape. You may be doing that already, but those things come to me so tattered and torn that I always warn people who use them.

In my first year here the same thing happened to me, and even though I was pretty sure my book was OK when I sent it, I felt that I had to send them their credit. Since then I make double sure to check my books well. I will no longer refund a credit if I am certain my book left me well wrapped and in good condition. Was the book loose in the mailer or did you fold the sides into the book and tape it. If a book can float around loose in an envelope they can get torn with rough handling.

* LOL Melanie we must have posted almost at the same time.

From what I've read, PBS looks for patterns or habits of problems.  One bad swap will not cause any concern.  Yes, many of us want perfect records.  But we are sending media mail.  Perfection is not possible.

It is up to you if you feel like returning the credit or not.  The receiver is in charge of reporting the RWAP.  You are in charge of any credit returns or not.

PBS does require that you respond to problems.  Do not ignore any problems.  Be polite.  Make sure you respond from the book order page so a record is kept with the transaction.  (If the tab is no longer there, go to your transaction archive and PM from there.)

Just a thought, but maybe the requestor got that book from a member that didn't mark the book mailed but mailed anyway, the order cancelled, and the order went to you.  The first member sent an unpostable, yours was postable.  The requestor gets the book, doesn't look at the return address, and marks your copy (the one on her account page) as RWAP. 

I've seen it happen many a time.

Thanks everyone.  

Mary S. - Thanks for that insight.  I didn't think of that.  Hmmm...I wonder if perhaps it was someone else's book after all.

Melanie - I did use a large office type envelope that was unpadded.  I folded the excess in half and taped it tightly, but who knows..maybe the package was subjected to rough handling.  

 

Manilla envelopes folded down seem to travel very well, I've yet to receive a damaged one.  Loose envelopes (of any type) can be a problem.