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Topic: Just venting...a little....all resolved!

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Subject: Just venting...a little....all resolved!
Date Posted: 6/26/2010 2:17 PM ET
Member Since: 1/10/2009
Posts: 207
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Maybe I was wrong, but when I was packaging a book, I noticed that it was not up to the pristine condition I always have with my books. Since this member was ordering two, I went ahead and mailed the two, buddied her a credit for the substandard book and sent her a pm telling her immediately what I had done. Then a week later I get a message that the book was received and didn't meet conditions. Was I wrong? Should I have thrown the book in the trash and cancelled 1/2 of her order?



Last Edited on: 6/28/10 1:22 PM ET - Total times edited: 1
Date Posted: 6/26/2010 2:24 PM ET
Member Since: 8/16/2007
Posts: 15,186
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Even though you refunded the credit, she had to mark the book received and if the book wasn't postable, she should be indicating that when she marks it. If you didn't want the RWAP, then you probably should have told her you were sending the book for free and she should cancel the request for it (you shouldn't cancel it since it will role to the next person with the book).

You can always include a freebie unpostable, but it shouldn't be for a transaction in the system, those should be only for postable books. You might want to confirm that she has marked the RWAP a resolved and send her a polite PM to do so if she hasn't. 

Date Posted: 6/26/2010 2:31 PM ET
Member Since: 8/25/2007
Posts: 13,134
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Did she indicate it was RWAP but "resolved by sender"?   At a minimum she should have done this since you PM'd her about it and sent her a credit. 

Date Posted: 6/26/2010 2:59 PM ET
Member Since: 1/10/2009
Posts: 207
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I haven't seen anything as 'resolved by sender'. I don't think this member reads her messages either. I've learned alot from this transaction.

Date Posted: 6/26/2010 5:39 PM ET
Member Since: 8/23/2007
Posts: 26,510
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I think it's kind of crappy that she RWP'd it after you buddied her a credit and sent a PM.  She got a free book and still complained. Although if it was a WL book-the RWP was the only way to get back on the WL if she wanted a nicer copy w/o starting over at the end of the line.   I would PM her to make sure she  marks it as resolved since you sent her the credit already. 

Date Posted: 6/27/2010 8:37 AM ET
Member Since: 1/10/2009
Posts: 207
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This wasn't a wish listed book. It had been sitting on my shelf for awhile. I got the feeling the other book that was ordered was the one she wanted and this one was a "do you want to order more from a member" book.

I've PM'd her three times about making sure PBS knows that I resolved this problem.

...and I was just trying to be nice......

Now I have a mark against me in the PBS system.  sad

Date Posted: 6/27/2010 8:45 AM ET
Member Since: 10/23/2005
Posts: 7,719
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Sarah,

If they dont reply to you within a week, you may want to mention this to the PBS Team so they can offer the other member info on how to mark it Resolved. Check first on your Transaction Archive to make sure that it isnt Resolved already.

Some folks, for whatever reason, just do not PM here on the site.

I once had a book I marked as RWAP and PMed the other member about it. A week went by and I never heard a word back. Instead of checking my TA, I PMed her again.

The answer I received was, "If you would check your account, I refunded your credit days ago!"  I was dumbfounded that they would have never answered me, but did do what they should have done. I learned the hard way to check first, then PM.

 

Date Posted: 6/27/2010 11:33 AM ET
Member Since: 8/25/2007
Posts: 13,134
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Per the rules, members are required to respond to a PM within a week.  If there is no response, then you contact PBS.  I mistakenly marked a book as received, and as soon as I realized my error (within 5 minutes of marking it), I PM'd the other member, explained my error and asked if she would please return the credit since I had not received the book.  I also asked if she would confirm when it had been mailed, as it was due to go "lost" within a week anyway.  Never got a response.  After a week, I checked my PMs and saw she had indeed read it, so I PM'd her again and said "I noticed that you read my previous PM.  A response would be appreciated".  Still nothing after a week, so I contacted PBS, explained what happened and my PM's that were not responded to.  They later returned my credit (and reminded me to please be careful when marking books as received), I think in part because the other member never bothered to respond to my PMs one way or the other. 

Date Posted: 6/27/2010 3:45 PM ET
Member Since: 12/28/2006
Posts: 14,171
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"I think it's kind of crappy..."   +1  - if the book isn't wishlisted, she can re-order immediatly...not out a credit, nor her place in line.  That's just catty & unnecessarily cranky.

Members are required to answer pm's regarding problem transactions within a week.  I agree, if she has not done so by that time you can refer the situation to TPTB and see how they wish to proceed.

ETA - I've also had members correct/take action without pm'ing they had done so.  Yes, check before pursuing addtional complaints.



Last Edited on: 6/27/10 10:43 PM ET - Total times edited: 3
Date Posted: 6/28/2010 1:23 PM ET
Member Since: 1/10/2009
Posts: 207
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The member I sent the books to read my pm and then forgot about it when she got the book. Sincere apologies were accepted and the PBS team has been notified that all is well.

I think I now have a new friend.......all is well. Thanks for your comments.

 

Sarah

 

Date Posted: 6/29/2010 1:13 AM ET
Member Since: 9/13/2007
Posts: 2,520
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Glad this worked out so well!

Date Posted: 6/29/2010 1:13 AM ET
Member Since: 12/28/2006
Posts: 14,171
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heart  I love a happy ending!  heart