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Topic: Unpostables - pursuing credit return?

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Subject: Unpostables - pursuing credit return?
Date Posted: 1/4/2008 1:29 PM ET
Member Since: 8/1/2007
Posts: 2,039
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Just wondering how many of you actively pursue getting a credit returned from someone mailing an unpostable book.  In the past, I've just sent a PM, and if they don't respond, I just let it go (along with marking it received with a problem).  Should I be more aggressive? 

How do you PBSers handle receiving unpostables?

 

Date Posted: 1/4/2008 1:40 PM ET
Member Since: 8/16/2007
Posts: 15,177
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In the obvious circumstances you should be more agressive. If people are always letting them off easy they may be more apt to keep doing it, if they are having to return credits they will quit sending unpostable books. In the situations where it isn't so clear like something that could have been missed by the sender or a spine that might have cleaved in transit, I might be more willing to let it go at a PM.

If you are PMing them asking for a response and they ignore you, please let R&R know so that they can flag the account. A PM asking for a response, must be answered.

Date Posted: 1/4/2008 1:42 PM ET
Member Since: 6/13/2007
Posts: 905
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 I  recently had a problem with a book that was sent to me and after several stressful pm's back and forth with the person who obviously was not going to give my credit back,  I just gave up.  I think that it just isn't worth the frustration sometimes.  from now on I'll jsut mark the books as they need to be with pbs(either received or received with a problem) and be done with it.  the sender will see if there is a problem with the book received and if they feel like sending my credit back then so be it.  I'm not going to try to get my credit back by pm'ing the person.  it's a waste of my time and energy.

Date Posted: 1/4/2008 1:53 PM ET
Member Since: 11/14/2005
Posts: 1,442
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I got my first unpostable book in over 2 yrs belonging to this site (it had distinct water damage on a bunch of pages in the middle of the book).  I marked it "Received with a problem" and add a comment to the R&R section, but did not PM the sender as I did not intend to ask for my credit back. Will she receive an email with my R&R comment?

Deb



Last Edited on: 1/4/08 1:53 PM ET - Total times edited: 1
Date Posted: 1/4/2008 1:56 PM ET
Member Since: 11/11/2005
Posts: 5,238
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It depends on how "unpostable" the book is and what my mood is, frankly.   If the damage is a subjective matter, I usually PM to let them know that many people would consider this an unpostable book - but I don't request my credit back.   If it's clearly unpostable, I almost always ask for my credit back.   I'm a pretty non-confrontation person - I HATE confrontations.  But people shouldn't get away with posting clearly unpostable books!

I have pre-written a politely but firmly worded PM that I normally send to these people.  That saves me the trouble with having to compose a new message every time this happens.  I just have to tweak this message to make it fit the circumstances.

Oh, and if it is CLEARLY unpostable, I report the transaction to R&R - EVERY TIME regardless of whether or not they give me a credit back.

Date Posted: 1/4/2008 2:47 PM ET
Member Since: 5/10/2007
Posts: 5,526
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Deb, whatever you put in the box for R&R is only seen by them and not the sender

Date Posted: 1/4/2008 2:51 PM ET
Member Since: 11/14/2005
Posts: 1,442
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thanks, Leslie. 

Do they notify the sender at all, that their book was received with a problem? 

Date Posted: 1/4/2008 2:58 PM ET
Member Since: 2/5/2007
Posts: 30,791
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I probably would mark received with a problem and send one PM.      One credit is just not worth the stress to take it much further than that, for ME.

Date Posted: 1/4/2008 3:08 PM ET
Member Since: 4/20/2006
Posts: 5,632
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I am always kind in my pm's when I mark a book RWP.  You know what's funny though?  If I come right out and ask, no matter how politely, for my credit back, I usually get a rude "too bad" kind of response.  OTOH, if I don't, they usually offer it to me.  Don't ask me why this is. 

In any case, if the book is damaged, I recommend marking it so, and sending the person a friendly message, even if the book is in horrid shape.  If they don't reply, contact R&R.  They will intervene if you don't receive a reply....I think there is something in the FAQ's.  For people that are really nasty and rude in their replies, I just don't even bother.  I just write it off as bad luck and tag them as 'bad sender-do not trade' in my buddy list.  I believe what goes around comes around eventually.

Date Posted: 1/4/2008 3:22 PM ET
Member Since: 5/29/2007
Posts: 13,347
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These are the only 3 issues I can recall and how I handled them.

I once got a book with very obvious water damage.  It didn't ruin the reading of the book, and you can't see it when the book is on the shelf but water damage is not ok.  I did PM the sender regarding the rules about water damage.  She sent a nicely worded  PM back, but did not offer a credit.  By that time I had decided to keep the book, instead of passing it on, so I let it go. 

I also once spent 3 credits for 3 WL books and 2 were cleaving/cracked/pages pulling away from the spine.  I PM'd the gal who refused to believe me.  Tho the communication was cordial and civil, she would only believe me if I sent the books back to her for her inspection, which I wasn't going to do as then I'd be out 3 credits AND return postage AND I wouldn't get to read the books - Triple Whammy Disappointment!  I did finally get one credit back, but it was disappointing to spend 3 credits on 3 WL books, only to have one of them postable.  I'm still out one credit.  *shrug*

And once my son received a book and the spine was crushed, as tho someone had stepped on it, or maybe it had been smashed by the PO, in a mackine.  It was very difficult to tell where the damage took place, and my son keeps his books - we weren't looking to get another credit out of it, so I did not mark it RWP, but did make a little note in the box to PBS.  I was pretty new to PBS and was a little leary of marking RWP so early in the process.  I would do it differently now.

Subject: Trying to get credits back
Date Posted: 1/4/2008 11:24 PM ET
Member Since: 11/18/2005
Posts: 5,407
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I have been a member just ove 2 years and have received only one book that was unpostable-but mostly readable. She offered the credit back, but i told her not to worry about it. There are other copys in the system if I would ever want another copy.

Date Posted: 1/4/2008 11:44 PM ET
Member Since: 8/1/2007
Posts: 2,039
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I have received about 4 unpostables.  Each time I have sent a pm, and mark "received with problem" only if it is blatantly unpostable.  The last one I received, though, her response got me a little riled.

But, the majority of what I get is in great condition, and even some appear to be brand new, so I can't complain!  I guess I will do as all of you suggest, to be kind, and not get my knickers in a knot.

On the other hand, if I do get a WL book with cheese doodles and diet pepsi all over it I may change my stance!  Thanks for your posts!

 

 

Date Posted: 1/5/2008 1:39 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I just received my first unpostable about a month ago.  I sent a PM first before marking it RWP.  Then after no response for a couple days I marked it RWP which caused another PM to be sent. Then they responded saying they didn't notice the huge brown stains all over the book and had no idea how to give a credit back.  I PM'd a 3rd time (each time asking for my credit back) and explained how to buddy a credit. I didn't hear anything for 2 wks and figured I wasn't going to get it back.  But finally they sent me one.  I pm'd them to let them know I appreciated them owning up to it.  It took days in between PM with this person to respond so I'm assuming they just don't come on everyday.  It wasn't a "newbie" either. They had a big transaction record and books on their shelf going back a couple years. 

Bast -
Date Posted: 1/5/2008 3:09 PM ET
Member Since: 6/4/2006
Posts: 547
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I've received quite a few unpostables, I'm sorry to say. When I started PBS, I never marked RWP (I didn't notice the problems until I went to repost!).

In all but three of the transactions, the person responded promptly and politely, and returned my credit. Out of the other three, one person never responded but returned my credit. One person didn't believe me but returned my credit anyway. And the last person not only didn't believe me but stopped responding to me after two weeks, and never returned my credit. I finally wrote them and told them to forget it, I was throwing the book away (they wanted it back), that it was too stressful to deal with any longer.

In one deal I got from the bazaar 5 for 2, was a disaster - their profile said their books were like new, or very good condition. I picked out five childrens books, and got two borderline and three unpostables. The sender never responded to the PM and I didn't report them (newbie, again).

Date Posted: 1/5/2008 3:21 PM ET
Member Since: 8/15/2005
Posts: 4,469
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I've found if they don't respond offering a credit right away, they won't, I've chosen to not stress about it, just put them on my do not order from list and move on. 

Date Posted: 1/6/2008 11:54 AM ET
Member Since: 7/31/2007
Posts: 2,054
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*clears throat*

Well I have just recently sent some books that after being packaged, got damaged (just made a post askign advice). I sent the books anyway b/c I felt I should b/c they are still readable. I also pm'd the people telling them about the situation and that if they felt the books were unpostable, to please pm me back so I could make it right. It really has bothered me... I don't want someone to feel cheated nor put me on a *bad order* list. :(

Subject: Unpostable
Date Posted: 1/7/2008 1:10 AM ET
Member Since: 2/27/2007
Posts: 1,079
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I have gotten three or four unpostables in the time I have been here, either obvious water damage or ripped covers.  But last week I got the double whammy.   The package was open on the end when I received it, and the book inside was definitely damaged--both covers were heavily creased and several pages were folded nearly halfway into the book.  It was the kind of damage which could have occurred before or during shipping, I really can't tell which.  But in any case, the damage is bad enough that I wouldn't repost it, and it's a Wish Listed book.  But the real whammy was that they sent it postage due!  It cost over a dollar to complete the postage.  It was sent first class for some reason, and the postage applied would not even have covered Media Mail.  I did not mark the book RWP as suggested in the Help Section but instead sent them a nice PM letting them know about the problems and asking what they could do to rectify the situation.  As of today, I have not heard any return message from them.  I'm hoping they just have not checked their PMs.  This is the first time I have had to pay postage due on any of my books, and just a few cents I would have just paid and forgotten about it, but over a dollar?!? And the package said Media Mail on it but someone marked it out for some reason.  Has anyone else had a large postage due amount to pay?

Date Posted: 1/7/2008 1:34 AM ET
Member Since: 8/23/2007
Posts: 26,510
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Dana: you could have denied paying the postage and had it sent back to the sender.  Why didn't you mark it received with a problem?  You wont' get the person in trouble unless they make a habit out of this and then they deserve to be in trouble with PBS. Also I don't think a folded cover or pages makes a book unpostables. Tears over an inch and water damage make a book unpostable. Maybe it lost some stamps? 

Date Posted: 1/7/2008 12:39 PM ET
Member Since: 2/27/2007
Posts: 1,079
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I was going to mark the book received with a problem but I checked the help menu here on PBS and they suggested working out something with the sender instead of marking it received with a problem.  They have gotten back to me since I posted and offered me a credit.  As for accepting the book, my husband picked up the mail and he paid the postage due, I didn't know about it. 

The cover may not be ripped or torn, but the front cover looks crumpled.  It won't even lie flat, just sticks up diagonally across the front of the book. 

Date Posted: 1/7/2008 1:04 PM ET
Member Since: 4/30/2007
Posts: 2,728
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I got my first damaged book last week, and I did request a credit back.  The book had brownish-yellow stains in the center of about the first 40 pages, so I had not noticed it at first, and when I marked it received, did not mark it RWP.  It wasn't until I opened it to read that I saw the stains.  I debated about PMing the sender about it- but did in the end because I thought perhaps it might have been someone new who didn't know any better, and needed to be informed about  the guidelines.  Turns out it was not a newbie, and she did return my credit, but not before stating that she doubted my honesty and requesting that I never order from her again.  She wasn't exactly rude, but she wasn't nice about it, either.  I'm still glad that I PMed her though, and here's why.  First, I spent a credit on that book, and now I can't repost it.  I rarely ever spend a credit on just one book- I usually order books in deals in the Book Bazaar, but I needed this book (part of a series) so I ordered it from the FIFO system.  So that's a whole credit I'm out.  Second, maybe everyone needs an experience like this to remind them to ALWAYALWAYSALWAYS check your books THOROUGHLY before sending them out.  You never know what can happen, even if they're just sitting on the shelf- maybe someone accidentally spills something and doesn't realize it.  I also learned my lesson to VERY thoroughly inspect books before I mark them received, so that I can mark them RWP.  This one, I had just flipped quickly through, but from now on I will check them out completely.  I hope that the sender of my book will take this as a lesson learned as well.  So I say go ahead and send that PM- you have nothing to lose.  Even if you don't get the credit back, maybe the person on the other end will have learned something, and that might save another PBS member from the same thing.

Date Posted: 1/7/2008 3:24 PM ET
Member Since: 4/20/2006
Posts: 5,632
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The last one I had to mark RWP, the sender basically called me a liar and told me I should be thankful for the book (paraphrasing).  Yeah, I'm thankful that I send out nice books and order one that is falling apart (literally) in return.  I took pictures and offered to send them to her, but she didn't want to see them.  Basically, she just didn't want to refund the credit.  So she went on my DNT list.  And yeah, she's been here a while too, almost as long as I have.

Date Posted: 1/7/2008 3:36 PM ET
Member Since: 1/8/2007
Posts: 8,139
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Just a friendly reminder for all of us! If you made a book request that timed out and you made another request for the book, be SURE you are marking the correct book with a problem! Double-check the sender with the one you're marking.

Not accusing anyone of marking the wrong one, just something to be cautious of when we're marking books received. :)

Date Posted: 1/7/2008 3:59 PM ET
Member Since: 5/16/2006
Posts: 260
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Depends on the level of unpostable, how badly I wanted the book and my general mood and/or attitude at the moment. I request a lot of OOP and vintage books, so I don't expect those to be great. I've received some really crappy books here and there but my requests for the return of my credit either went unacknowledged or the person claimed it was damaged in the mail. The loss of the credit isn't that big of a deal to me so I don't bother R&R with it, I just mark it received with a problem.  

Date Posted: 1/7/2008 4:51 PM ET
Member Since: 7/26/2006
Posts: 2,433
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So how exactly do you contact R&R? I received a book today with obvious water damage (all of the pages are ripply), and marked it RWP and PMed the person. Is there anything else I should do? I was really pretty disappointed because I was thinking about keeping this book for my collection -- now I can't even repost it. :(
Date Posted: 1/7/2008 5:03 PM ET
Member Since: 1/8/2007
Posts: 8,139
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Wait for one week to allow the poster a chance to respond. If there is no reply to the PM at that point, report it to R&R via the Contact Us link at the bottom of the page. Be sure to include the transaction number, book, sender and some key details.

You may not get a credit back, but the sender will have a "double-whammy" on the account for not responding to the message.

Edited to Clarify: R&R won't refund your cedit. But if the person does not respond at all to your requests or becomes abusive with you (foul or threatening language) it should be reported to R&R.



Last Edited on: 1/7/08 8:53 PM ET - Total times edited: 2
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