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Topic: System automatically requests refund?

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Subject: System automatically requests refund?
Date Posted: 7/15/2011 8:16 AM ET
Member Since: 3/4/2007
Posts: 4,582
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I had to mark a book RWAP yesterday for the first time since the new forms were put into place.  I specifically stated in my message to the sender that I was NOT requesting a credit refund, then explained the problems that caused me to mark the book RWAP.  Mostly I wanted to give the sender a head's up and a reminder to check books before sending, no big deal.  In her reply was my original message, as well as the message she received from the site, which included this statement:

You did get credit from the system for sending the book. ***The requestor is asking you to refund credit for this book.***

The bold type is mine, the stars and wording are from PBS.  Why is the system stating that I've asked for a refund, when specifically said I was NOT asking for one?  Isn't it still my option/responsibility to decide if a refund is necessary?  Maybe it's just me, but I can see a sender feeling strong-armed by the system to issue a refund no matter what. 

For the record, the sender was just as nice as can be. :-)

















Date Posted: 7/15/2011 9:00 AM ET
Member Since: 9/25/2008
Posts: 4,905
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When I did a RWAP earlier this week I could check a box whether I was seeking a credit refund for the food stained book I received. Then typed in what the problem was.  

Date Posted: 7/15/2011 9:33 AM ET
Member Since: 3/4/2007
Posts: 4,582
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I didn't notice a place to check if a refund was being requested, just the option to say there was a problem and a box to explain the problem.  I did notice the page came up slightly off-kilter, so maybe the option didn't show up when the page loaded.  Good to know that this isn't necessarily a default setting.  Thanks, Rebecca.

Cathy A. (Cathy) - ,
Date Posted: 7/15/2011 9:59 AM ET
Member Since: 12/27/2005
Posts: 4,152
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When you mark a book received with a problem, some problems have the questions "Would you like to request that the sender return your credit?". Below that, there are Yes/No radio buttons. For some problem types the Yes is pre-selected, for other problem types, the No is pre-selected. If you have a book en route to you, you can try out the problem options to see what they look like without marking the book received.

Date Posted: 7/15/2011 10:08 AM ET
Member Since: 8/23/2007
Posts: 26,510
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I marked one RWP last week and didn't see a box to check about a credit refund. I think I chose sender damaged or something like that (cover was coming off but wrapper was pristine so not post office damage).

Date Posted: 7/15/2011 11:29 AM ET
Member Since: 8/16/2007
Posts: 15,226
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With the new receiving setting it IS a default setting on Damaged by Sender for the system to ask for the credit and you need to change it to not ask for it. Here is what it looks like, though I think the selection area for Yes/No doesn't copy in correctly, but it will always be defaulted to asking for the credit when you picked damaged by sender:

We are very sorry to hear that "xxxxx" was received in a condition that was not up to the standards that we expect in the club. This problem transaction will be recorded on the sender's account. Too many problem transactions will jeopardize PBS membership. We will email the sender about this request. The email will include your description of the problem (enter this below) and your request for a credit refund from the sender (if you choose this below).

Would you like to request that the sender return your credit?
 Yes   No

Please briefly describe the damage. Your description will be included in an email to the sender about this swap. Please be polite - no one means to send

Date Posted: 7/15/2011 12:53 PM ET
Member Since: 3/4/2007
Posts: 4,582
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Melanie, I definitely did not get that message on my screen yesterday, but as I said in my second post, the page came up a little weird.  I'm in the habit of reading everything before clicking, so I didn't miss it, it just wasn't there.  Hopefully I won't need the problem option again, but if it should happen, at least now I know what the default settings are.  Thanks.

Mary, I chose the same option 'damaged by sender'.  Nice to know I'm not alone in not seeing the credit refund choices.

Date Posted: 7/15/2011 1:36 PM ET
Member Since: 9/25/2008
Posts: 4,905
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On my page the requesting the credit back was above the problem selection box. I'm not sure if the default is yes though as I didn't pay that much attention. I haven't had to mark one RWAP in a while. It sounds like your page just had a glitch when it loaded Sandy. Hopefully you won't need to mark another RWAP for a while.

Date Posted: 7/15/2011 1:50 PM ET
Member Since: 8/26/2006
Posts: 9,357
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I'm not questioning what you saw when marking the book received, but wanted to add this info from this recently revised help doc:


There is a problem with a book I received!


  • Damaged by Sender
    • You will be required to describe the book condition problem in a text box - the text you type in will be included in an email, and sent as a Personal Message, to the sender.  
    • You will have the option to request a credit refund - this is checked by default for this problem type.    If this option is checked, the email the sender gets will include the request for a credit refund. If you uncheck this option, the email sent to the sender will NOT mention or request a credit refund.
    • If this was a Wish List book (and there are no other copies available), you will go back in your previous place in line for the book.  If there are other copies available, the book will go onto your Reminder List.

Last Edited on: 7/15/11 1:51 PM ET - Total times edited: 1
Date Posted: 7/15/2011 4:06 PM ET
Member Since: 3/4/2007
Posts: 4,582
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Thanks, Patty.  I'm certain that there was a glitch, but I appreciate the information from the Help center.

Date Posted: 7/16/2011 5:31 PM ET
Member Since: 7/7/2007
Posts: 4,815
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Sandy, since this revised method of marking items received is relatively new, please send a note to Feedback to let the PBS staff know about the issue -- you'll be saving others from the same headache you've had. ;-)

Since you say the page came up "a little weird", it would probably help them to know what browser you were using, or if you were using a smart phone, etc.

Last Edited on: 7/16/11 5:33 PM ET - Total times edited: 1