I didn't know we could even RWAP for crinkled pages. Does that mean someone could RWAP for dog earred pages?

Anyway, it sounds like she's just upset about the RWAP and thinks it's going to be a big black mark on her account. Maybe let her know that the RWAP won't be a horrible thing since you can mark it resolved when she fixes it.

Unless by 'crinkled pages', you mean 'chewed/gnawed' or if you have 'like new' RCs, then I'm not sure that you can RWAP that. I think if I were the sender, I'd definitely want to see pictures.

Are the crinkles from water damage?

Just crinkles are not against the rules.

Also, if it is just paper crinkles .... possibly it could have happened during mailing, the PO just throws packages around, so it would be possible for a heavy box package to crush a book, depending on the packaging. If the packaging was plastic and flexible, the book could get quite crushed and the packaging might still look OK.

I am assuming you are saying the "crinkled pages" are because of water damage or that the crinkling resulted in torn pages? If they are just bent up, then it isn't a case of a RWAP.

The member does have a right to as for pictures of a RWAP situation to determine if the damage truly is against site rules and if it is something they missed or something that happened after the book left their hands. If you are unable to provide them that is fine, but they are perfectly within their rights to ask for them.

Also - I am curious as to the discussion going on before the RWAP? If it was a RWAP you would just mark it as that and that is the point in which the discussion happens, where you trying to get the member to compensate you without going through the system procedure? I can see some happenings here that would make me as a sender get a little sour on the transaction. I always try to see the other side of the transaction and your sender may be seeing a receiver who first tried to get something out of me without marking the book received, then marked a book RWAP that might not be a RWAP and now doesn't want to provide the pictures to prove that it is RWAP. Not saying you didn't truly receive a bad book or that you are trying to pull something, just pointing out how this might look to the sender and why they might be getting less willing to make nice.