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Topic: UGH DREADED I thought this club was to swap used books on RWAP ..HELP

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Subject: UGH DREADED I thought this club was to swap used books on RWAP ..HELP
Date Posted: 12/27/2009 6:56 PM ET
Member Since: 8/17/2005
Posts: 1,586
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This is the reply I got from the member who sent me a strained on the cover unpostable wavy water damaged page  First she goes o to tell me she always checks her books and was sorry on the delay in replying as she enjoys Chrsitmas and was traveling....seems she could have used the vacation hold button as the book was rec'd and marked 11 days ago as RWAP and today was first contact....See below...sigh

 

"And I thought that was the idea behind paperbackswap was to get books to read that weren't in new condition?"

 

After this she still has not given me back my credit.. and I sure can't post  it so I marked it  NOT resolved.....clearly she knew this was not a good book...heck wrapping  had to clue her in....SO as I am new to RWAP ...what next?????

 

Thanks ahead :)
 



Last Edited on: 12/27/09 7:17 PM ET - Total times edited: 1
Date Posted: 12/27/2009 7:18 PM ET
Member Since: 5/14/2009
Posts: 6,852
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Sandy, did you send her a copy of what is postable on the site and that stains were on the "it makes the book non-postable"

From the help docs also include a copy of the posting guidelines.

All problem transactions, once they have been marked "Received with a Problem", will be archived in your Transaction Archive.  The sender DOES get credit when the book is marked received with a problem.  The credit should be refunded to the requestor if the problem described is accurate.   We can't intercede in individual problems, but if an account shows a pattern of problem sending, we will intervene.  In all cases of Problem transactions, the receiver does NOT have to send the book back to the sender.

and

  • We know that no one wants to have problems with their transactions!
    • Please do not take it too much to heart if you have a book you sent marked received with a problem.
    • If you did wrong, simply learn from this, and resolve not to repeat the error.
    • One problem transaction will not mar your account! However, a pattern of poor sending will jeopardize PBS membership. Best to learn from errors before it is too late: see specific information about the different "Problem Transaction" scenarios below.

the link to the whole document that is for the sender when a receiver indicates there is a problem:

  http://www.paperbackswap.com/help/search.php?terms=problems+with+a+book+I+sent


I would send another PM and include the posting guidelines and this link and ask for your credit.   Good Luck

Date Posted: 12/27/2009 8:07 PM ET
Member Since: 8/17/2005
Posts: 1,586
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Thanks Robin, no I didn''t because I felt by her sayng her book was not damaged because she inspects them as they go out..that she was disputing it.........so I asked again for my credit and told her again it could not be the USPS...should I still send the above? I felt she was being a bit sarastic and am trying to avoid that back...For me its the principle as I said in another thread on this...as some nice lady had sent me a credit..I hope to donate this one to the club or another school.............but right now I am vexed

Date Posted: 12/27/2009 8:33 PM ET
Member Since: 10/22/2009
Posts: 1,452
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Sandy--do you have access to a digital camera?  I'd offer to take pictures and post them to a place like photobucket so that the sender could view them.  Then I'd reiterate firmly but politely that unless you receive your credit back in XX days, you won't have any further option but to mark the transaciton unresolved and provide a link to the document from Robin's post.

Also, be sure to check your credit registry--I know some people refund the credit but don't respond (or respond poorly) to PMs.

Good luck--dealing with issues like this are certainly no fun!

Date Posted: 12/27/2009 8:43 PM ET
Member Since: 8/17/2005
Posts: 1,586
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Hey ya Laura and thanks..I looked in my credit registry before I replied back to her and zip....I really had a feeling she was being sarcastic being she was NOT a new member who would not know some of this. Unfortunately I don't have a digital camera....wish I did as I kept her mailer too to prove that no water damage resulted from mailing....I am not sure one can un-do a NOT resolved  but that was how I left it as I saw no point in my saying it was a nasty unpostable and her saying she inspects all books going out and it was fine..back and forth.....I  wonder if she decides to do the right thing..if the club can undo the thing so I can then mark it resolved..though I have no faith that she will..Steam pours out of my ears every time I come in here and see RWAP issues and now I am in one..I think I only had one once before and she was very nice..and easy ...this one.................. gggggrrrrrr lol

Date Posted: 12/27/2009 11:49 PM ET
Member Since: 11/4/2006
Posts: 795
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Yes, this site does swap used books, not ABUSED books.

Just remember, you might be dealing with one not very nice person, but there are thousands of great people here on this site, so don't let it get you too down.

Date Posted: 12/27/2009 11:59 PM ET
Member Since: 12/3/2005
Posts: 3,348
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I will generally message the person once and give them the opportunity to make amends.  If that is not done or I receive a snarky response, then I simply mark unresolved and consider the situation done.  Problem transactions seem to be few and far between; however, it is really not worth the stress to worry over or be dragged into an argument over 1 book. 

Date Posted: 12/28/2009 12:45 AM ET
Member Since: 8/17/2005
Posts: 1,586
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Thanks Melissa and Patricia  we agree and thank you...It is hard to know her tone of voice and all and it took all I had not to let her know that the club wants us to check our account every 5 days or sooner or put it on vacation hold...she implied she was gone since I pmed her through RWAP back on Dec 16.....I bit my tongue..help those fingers back but I did let her know that I do not expect new books that I expect books that I can post and books with water damage are a no no....then I just later marked it not resolved cause I figure she saw my pm....read it and replied with ALL her books meet club rules  and she inspects them.......if she was going to resolve this and give me my credit she would have done so and I hate to waste time going back and forth with unpleasnt things...sorry on the typing lol my dog is flipping my hand

Date Posted: 12/28/2009 11:05 AM ET
Member Since: 1/8/2007
Posts: 8,139
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Sandy, is there a chance that you marked the wrong transaction RWAP? Did you have a canceled transaction and then rollover to this sender? I know the odds are unlikely, but double check your wrapper and transaction number against your transaction archive.

Other than that, just leave it be. Credits are $3.50 and not worth getting heartburn over. Yes, it's totally frustrating and annoying, but in the big scheme of things? Nah.

Date Posted: 12/28/2009 11:42 AM ET
Member Since: 5/14/2009
Posts: 6,852
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Sandy - I have been very lucky with my transactions and return of credits from senders which have been 2.   This is how I plan on handling --

First PM, thank them for sending the book, but there was damage and list the damage and ask for my credit back.

Second PM; include the help docs information regarding postable books and information on handling a problem transaction.   Ask for my credit and let them know that if the credit is not returned in 5 days I will mark it unresolved and it will become part of their account history for PBS to review if there is repeat unresolved transactions.

Responses - if non - let the team know  - if they are snarky ignore because people are defensive when they are being told they did something wrong (most people anyway) and if the response is abusive or exteremly rude bordering on abusive, then pass it on to the PBS team - not tolerated by the site.

If they do not return the credit - mark it unresolved and I think there is a place to make a note.  All transactions should be done through the transaction archive so the information attaches to the transaction. 

Hoping your next transaction is better. Robin

Date Posted: 12/28/2009 12:25 PM ET
Member Since: 11/5/2009
Posts: 1,083
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PBS needs to have a way to intercede if a member is abusing the system.  If a recipient can send them proof (a photograph) that they received an unpostable book, then PBS should refund their credit.  Knowing that PBS won't help when a problem like this arises makes it tempting to simply not mark a book as received and let it go into "lost" status where the credit is refunded. 

Date Posted: 12/28/2009 2:07 PM ET
Member Since: 1/17/2009
Posts: 9,911
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And if a sender can show proof (like a picture) that the book was fine when they sent it, then what? And what if the issue in question is a gray area (and there are TONS of those) where 2 reasonable people can have a different opinion?

PBS is a free site, there is no required fee to use it to trade books. (I know people opt to buy DC and/or postage, etc, but no one HAS to.)  Most of the work on the site is done by volunteers.

Are you willing to pay a fee for PBS in order for them to review RWAPs?

I'm not. It just doesn't happen that often. I've received almost 500 books and I would say only a small handful of those, definitely less than 10, were RWAP.

To the OP ... I've gotton messages like that before, they are really annoying.

I got my credit back, though, by sending a message along these lines:

"Hi xxxx, PBS has book condition guidelines that need to be followed when sending used book. PBS certainly does not require new books or like new books to be mailed out, and in fact, the rules allow for quite a bit of wear-and-tear on the books. However, water damage of any kind is not allowed at all. Since the books you sent, "xxxxxxx", showed signs of water damage (describe extent of damage) I am not able to offer it for trade again to another member. If you receive books in this condition from other members, you should also consider marking them 'Received with a problem" and asking for your credit back from the original sender. That way, all of us can stop unpostable books with the original sender. Thanks"  



Last Edited on: 12/28/09 2:15 PM ET - Total times edited: 1
Date Posted: 12/28/2009 9:39 PM ET
Member Since: 8/17/2005
Posts: 1,586
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Hey all thanks again for the help and ideas..I hope I don't have this type of issue again...and thus let her know the book was unpostable and water damaged WITH a stain on the front...dark like chocolate stain....her reply was it was within the guildlines (not ) and so IO let her know in the RWAP area ..whatever lol you call it...that it does not meet the guildlines (re-stated that) and that I want my credit back pls or something like that.....anyhow we both used the name of the book so it was the correct transaction .....so she is now marked  NOT RESOLVED ....she can reverse that by giving the credit back....Ya know she has over 300 books and stated she inspects  all her books....I hope shes not getting away with passing books like this cause maybe people like me hate to mark RWAP..AGAIN THANKS ALL....I just give up its so not worth it to me to squabble with her



Last Edited on: 12/28/09 9:56 PM ET - Total times edited: 1
Date Posted: 12/28/2009 9:47 PM ET
Member Since: 8/23/2007
Posts: 26,510
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PBS would have to charge a fee to do refunds like that for RWPs.  They just can't get involved with every bad transaction.  Who would pay for the credit?  PBS probably runs on a tight budget as it is.  A website like this can't be cheap to run. 

They get rid of bad senders when you mark books RWP.  Everytime you just accept an unpostable book and not complain then you are helping that person to stay a member and send otu more bad books.  If you don't ever mark books RWP than you have no right to complain about their condition or how PBS handles them.  If it's a bad book mark it as RWP. If they give you a hard time then mark it unresolved.  If they've done it before or do it again then PBS will deal with them.

Date Posted: 12/29/2009 12:13 AM ET
Member Since: 8/26/2006
Posts: 9,336
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Just a clarification -- once you mark a problem swap "not resolved by sender", you can't change that.  I always wait to mark a problem unresolved until I'm sure the sender isn't going to budge, since it can't be changed afterwards.

Date Posted: 12/29/2009 2:23 AM ET
Member Since: 8/9/2007
Posts: 4,058
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Knowing that PBS won't help when a problem like this arises makes it tempting to simply not mark a book as received and let it go into "lost" status where the credit is refunded.

Zoinks.  I gotta wonder how you reconcile that attitude with the whole zero tolerance for crime & dishonesty thing - lol.

Date Posted: 12/29/2009 8:56 AM ET
Member Since: 7/31/2007
Posts: 2,693
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Knowing that PBS won't help when a problem like this arises makes it tempting to simply not mark a book as received and let it go into "lost" status where the credit is refunded.

Making statements such as this is a good way I would think to get your account suspended.  The TPTB monitor how many lost books that come to your account and too many they look at the recipient and then when there is a record of that statement (the one quoted above that was made by Kate)  I don't think they would take that lightly.

Date Posted: 12/29/2009 10:48 AM ET
Member Since: 1/8/2007
Posts: 8,139
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Just a clarification -- once you mark a problem swap "not resolved by sender", you can't change that.

True, but in those rare cases when a person resolves the issue at a later date, you can ask TPTB to change the marking if necessary. But you're right, don't be too quick with the "Not resolved" button! Don't want to ask for help all the time. :)

Date Posted: 12/29/2009 11:24 PM ET
Member Since: 2/22/2008
Posts: 908
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Jane (mahbaar), please tell me you don't pay $3.50 each for credits cause I can barely get $2.70 each for mine.

Deborah

Date Posted: 12/30/2009 1:41 AM ET
Member Since: 8/17/2005
Posts: 1,586
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Thanks again all...nah I don;t think I was too quick to mark it as I did..after 11 days and no reply then her attitude I knew and so far am right she was going to swear the book was postable no matter what.....its over ...but thanks all :)

Date Posted: 12/30/2009 11:14 AM ET
Member Since: 1/8/2007
Posts: 8,139
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Deborah, I was just using the Kiosk price for reference. Easier to use, KWIM?

Date Posted: 12/30/2009 12:48 PM ET
Member Since: 8/25/2007
Posts: 13,134
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.nah I don;t think I was too quick to mark it as I did..after 11 days and no reply then her attitude

I agree with you here, Sandy.  That was plenty enough time for her to resolve the situation. 

Date Posted: 12/30/2009 2:29 PM ET
Member Since: 12/28/2006
Posts: 14,177
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Sara, liked your suggested pm wording!

Christy, my thoughts exactly.  Two wrongs doesn't make it right.