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Topic: UPDATE:I accidentally sent a stained book. What do I do now?

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Subject: UPDATE:I accidentally sent a stained book. What do I do now?
Date Posted: 9/17/2009 12:54 PM ET
Member Since: 7/12/2009
Posts: 177
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I had several books going out.  I already had the labels printed when I noticed that one of the books was slightly stained (with coffee or cola) on a couple of text pages.  I was putting it aside when I was called away unexpectedly.  When I got home, I found that my wonderful, helpful husband had finished wrapping the books and mailed them.  So the stained book is already on its way.

So what do I do now?  I'd like to avoid a RWAP if possible.  I'd be happy to send the receiver a credit before they receive the book.  Is it okay to send a credit to someone and ask them not to RWAP the book, just consider it a freebie?  

Update:

I decided to wait until the book was received before PMing the receiver.   She had marked the book received (no problem), and her PM thanking me for the book after she received it indicated that she was delighted with the book because she was collecting the series.  I sent her a PM explaining the situation and asked her to check the book over carefully.  I told her I would return her credit if she wanted, and that she could keep the book in either case.  Her reply was that she didn't want the credit back, that she considered the staining minimal, and that the book was in great shape for its age. 



Last Edited on: 9/24/09 12:23 PM ET - Total times edited: 1
Rick B. (bup) - ,
Date Posted: 9/17/2009 12:55 PM ET
Member Since: 11/2/2007
Posts: 2,625
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I'd think so. I think that's fine.

Date Posted: 9/17/2009 1:00 PM ET
Member Since: 6/21/2007
Posts: 2,015
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Last Edited on: 2/3/15 7:08 PM ET - Total times edited: 1
Date Posted: 9/17/2009 1:58 PM ET
Member Since: 1/8/2007
Posts: 8,139
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It doesn't hurt to ask, but PM first and let them know about the situation. If you do get a RWAP, it's best to refund using the "refund credit" button in the transaction archive, rather than going around the system. What will happen if you refund the credit, then the person still marks RWAP? Then the credit refund won't show on the transaction archive. A single RWAP won't hurt you, and if you refund the credit through the system you will be fine.

So I guess what I'm saying is, you might inform the person up front what happened and offer to refund if they mark RWAP. I really think it's better off in the long haul to follow procedure than to worry about a single RWAP transaction.

Date Posted: 9/17/2009 2:17 PM ET
Member Since: 12/28/2006
Posts: 14,177
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PBS admin prefers to not be involved in individual swap details.  So I'll advise the option of contacting the other member and see what can be worked out.  Some members are happy with an apology and explaination.  Many textbooks are difficult to acquire at reasonable cost, so requester may be content with credits as they stand.  OTOH, they may want the credit returned, but it sounds like you are prepared for that option also.   Remember unpostables can be exchanged for a credit in the book bazaar, so the only real issue is the FIFO error.

Keep any pm's until the situation is completely resolved, in case you need to involve PBS admin later.  



Last Edited on: 9/17/09 2:44 PM ET - Total times edited: 2
Date Posted: 9/17/2009 2:18 PM ET
Member Since: 7/12/2009
Posts: 177
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Jane, you're probably right -- wait until after they receive it.  I was concerned about the same thing--what if I send them a credit now but they mark it RWAP anyway?  Waiting solves this problem.

There's a good chance they won't mark it RWAP, since I didn't notice the stains the first two times I checked it.  I always check a book 3 times--when I post it, when I accept the request, and when I'm wrapping it for mailing.  This is an older paperback that's yellowed a bit, so the light brown stains aren't very noticeable.  If they mark it received (without a problem), I'll sent them a credit and ask them not to repost it on PBS.

Date Posted: 9/17/2009 2:23 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I probably wouldn't refund the credit now because then if the book goes lost you will be out 2 credits unless you used DC.  If you didn't use PBS DC then if it went lost you'd be out the credit you gave them and the credit that PBS has in escrow right now. The requestor would end up getting 2 credits back.

I don't see any harm in asking them not to mark the book RWP and letting them know you will refund the credit. 

But like Jane said: one RWP isn't going to go against you especially if you refund the credit quickly and warned them before hand.

Date Posted: 9/17/2009 2:33 PM ET
Member Since: 8/16/2007
Posts: 15,201
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Marsha - have you marked to book mailed yet? If not I would wait until after contacting them. If the book was a WL and they are going to want an unstained copy of the book, they will need to mark the book RWP to get put back in their place in the WL line. You might be better of just cancelling the transaction instead of marking it mailed, that way they'd go right back in line and get their credit back rught away.

Keep in mind that 1 RWP, that would ultimately be marked as resolved when you return the credit voluntarily, is not going to make a difference on your account.

Date Posted: 9/17/2009 3:28 PM ET
Member Since: 7/12/2009
Posts: 177
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Melanie--Unfortunately, I'd already marked it mailed right after I printed the label.  I was planning on wrapping and sending it right away, and I didn't want to have to log in again just to mark it mailed.

But I think I will stop marking them mailed until they are actually in the blue box.

Date Posted: 9/17/2009 3:55 PM ET
Member Since: 4/25/2007
Posts: 11,554
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I'd definitely PM them now about it and tell them if they don't consider the book acceptable when they receive it and inspect it to mark it RWAP and you will refund their credit right away.  You never know, they might be perfectly happy paying a credit for the book.

I'd certainly be satisfied if I knew ahead of time what had happened and that the sender was willing to refund the credit if I wanted it back.  Much better than getting the book and finding the problem and then having the whole issue with RWAP and PMing and not knowing how the sender's going to respond to it.  Then, if I found out the sender knew about the problem ahead of time and didn't say anything to me, I wouldn't be very happy about the transaction.  Even if I got my credit back right away.  Just would leave a bad taste in my mouth.

Date Posted: 9/17/2009 5:11 PM ET
Member Since: 12/28/2006
Posts: 14,177
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Or....you could lie like a dog  ;)  pm that hubby mailed the book before you had the opportunty to perform a final inspection, and your willingness to quickly resolve any possible concerns that may arise!  You will have opened the dialogue, but 1) you haven't planted any preconceived  seeds of discontent over book condition, and 2) requester will have been informed to check book condition closely.

ETA - I would only offer this suggestion for textbooks since PBS already has the option of guideline variances for them, and due to the high cost and low availability requesters may be open to more flexable guidelines.

Lol, anyone slightly envious the hubby was attempting to be helpful ?!



Last Edited on: 9/17/09 5:15 PM ET - Total times edited: 1
Date Posted: 9/17/2009 6:21 PM ET
Member Since: 8/16/2007
Posts: 15,201
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Lol, anyone slightly envious the hubby was attempting to be helpful ?!

NOOOO! Husbands step away from the books!! When they attempt to help mail books we then need post about how to fix the problem.

Date Posted: 9/17/2009 7:19 PM ET
Member Since: 7/12/2009
Posts: 177
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My husband is extremely helpful and almost always things he does turn out better than I could do them myself.  When I got back home, he was gone, and there was just a note about mailing the books on his way to work.  I'm not planning on telling him about the problem; I'm just going to give him a big kiss when he gets home tonight.:kiss   This is why I've been happily married for 27 years.

Date Posted: 9/17/2009 7:32 PM ET
Member Since: 8/1/2009
Posts: 301
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Marsha, that is really lovely :D  My hubby is the designated book mailer as well; my job is crazy and without him I'd never get books mailed on time. 

And, like everyone else has said, I think wait until the receiver gets the book to refund the credit (or not, who knows, they may be so happy to get the book that they poo-poo your offer).

Date Posted: 9/18/2009 2:01 AM ET
Member Since: 12/28/2006
Posts: 14,177
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Sounds like a keeper Marsha!  Mine is also great, but in different ares...probably wouldn't have crossed his mind to mail my books lol

Date Posted: 9/18/2009 8:35 AM ET
Member Since: 10/6/2005
Posts: 10,718
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I would make very sure when I contacted the receiver that I explained the damage as thoroughly as possible. I had a textbook I sent out that I PM'd the person beforehand that it had some writing in it, and she AGREED to it, and then marked it RWAP anyway, saying that there was more writing in the book than I had described to her. Which was ridiculous because I said "some writing" and she agreed to "some writing." It was only on 3 pages of a very thick textbook! So be specific!

Date Posted: 9/18/2009 4:59 PM ET
Member Since: 12/28/2006
Posts: 14,177
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That sucks Bren :/  people like that make me wish PBS had the option to 'ignore this member' when it comes to FIFO.

Date Posted: 9/24/2009 12:23 PM ET
Member Since: 7/12/2009
Posts: 177
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See update in original post.

Date Posted: 9/24/2009 12:25 PM ET
Member Since: 1/8/2009
Posts: 2,016
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Glad the story had a happy ending.

Kudos to you about being upfront and going the extra mile!