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Topic: She wants a refund but it IS the book she ordered.

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Subject: She wants a refund but it IS the book she ordered.
Date Posted: 7/2/2010 10:54 AM ET
Member Since: 6/16/2010
Posts: 433
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I just received my first rwap.  She states that we are not allowed to send book club editions and since the book I sent her does not have an isbn number, she wants her money back as it's not the book she wanted.

 

That would be fine, except the book I sent her is NOT a book club edition!  It just doesn't have the isbn on the DJ, but if you go to the page with the copyright & publisher's information it will show you the isbn.  

 

She wants a refund, what do I do?

 

Edited to paste in the request:

 

Thanks for sending the book. Unfortunately there is a problem. The book I received is a book club edition -- there is no ISBN. According to the help section, books without ISBNs are not supposed to be posted as if they were the same as books that do have ISBNs. [There is a help topic "How do I post a book without an ISBN?"] Regretably, this is not the book I thought I was ordering - and it is not one I would have ordered if an accurate description had been sent to me. I'm sorry but I have to refuse this book. I would like a credit refund, which can be accomplished by clicking Give Refund in your transaction archive on the Request Details page for this swap, and I will be happy to mail the book back to you if you will provide postage.



Last Edited on: 7/2/10 10:56 AM ET - Total times edited: 1
Date Posted: 7/2/2010 10:59 AM ET
Member Since: 8/16/2007
Posts: 15,186
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Tell her exactly what you just said. The ISBN is on the copyright page. As long as the title, author, and binding type match and the ISBN is printed on that book (for that book), that is what you post it by.

We ARE allowed to post bookclub editions so if she doesn't want one, she needs to set up a Requester Condition and say so. 

Tell her to go read the Help Center about posting books and if she still doesn't get it send to her to a TG in Live Help or the Team with Feedback through the Contact Us. She will most likely tell whoever she talks to that it doesn't have the ISBN on it, but hopefully she hits a TG that knows enough to tell her to look on the copyright page.

Date Posted: 7/2/2010 11:01 AM ET
Member Since: 8/17/2009
Posts: 1,588
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It's nonsense.  If you entered the correct ISBN, you are in the clear, regardless of whether it's a book club book or not. (No way of knowing, without more info, and I'm no expert on bookclub editions vs any other.)  If she didn't want a book club edition, then she needed to make a Requestor Condition about that.

Date Posted: 7/2/2010 11:53 AM ET
Member Since: 1/17/2009
Posts: 9,723
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Yes, Book club editions are fine to be posted. Just tell her that she can find the ISBN on the inside, on the copyright page.

Date Posted: 7/2/2010 12:04 PM ET
Member Since: 5/18/2007
Posts: 13,188
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First off, you are in the right if the person had no requester conditions. Did she stipulate she didn't want book club editions? If she's just going by the fact she thinks (incorrectly) that book club editions are not allowed, then you did everything correctly.

However, just as an FYI,are you sure you didn't send a book club edition?

Book club editions do have ISBN's these days. At least most of them do. A couple telling ways to know it's a book club edition is that there is usually no price on the inside flap of the dust jacket and the book is smaller than the retail book. Most are readily identifiable just by looking at the size. They're smaller.

I'm getting the impression you're thinking it's not a book club edition because there is an ISBN #. Unless you're the first owner of the book and know for a fact it's not, I'm thinking it is a book club edition because there is no ISBN # on the back dust jacket. It is  very rare for regular hard cover to not have an ISBN on dust jacket. In fact I've never seen it before. It would make checking in a nightmare if bookstores had to open the book, thumb to a certain page and scan every received book from the publisher.

Recognizing when a book is a book club edition is something that is in every PBSer's best interest for those times, rare that they may be, that an RC states "no book club editions." Because if you do send one, and it's in their RC, you will have sent them a book they didn't want, which has repercussions.

Scott (scalta) - ,
Date Posted: 7/2/2010 12:32 PM ET
Member Since: 2/20/2010
Posts: 723
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Last Edited on: 7/15/11 4:54 AM ET - Total times edited: 1
Date Posted: 7/2/2010 1:31 PM ET
Member Since: 8/23/2007
Posts: 26,510
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Did the ISBN in the inside flap bring up the same binding?  Did she have RCS asking for no bce's?  If so then you don't owe her a credit.  The RWP will not count much against you unless you have a lot of them.

Date Posted: 7/2/2010 2:21 PM ET
Member Since: 12/28/2006
Posts: 14,171
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What Melanie said (find myself posting this alot lately lol).  "Tell her exactly what you just said. The ISBN is on the copyright page. As long as the title, author, and binding type match and the ISBN is printed on that book (for that book), that is what you post it by.

We ARE allowed to post bookclub editions so if she doesn't want one, she needs to set up a Requester Condition and say so."   +1

Unless your requester had an RC against Book Club Editions, the RWAP is mistaken and you should not refund her credit.

Date Posted: 7/2/2010 2:50 PM ET
Member Since: 8/15/2007
Posts: 3,044
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Since she didn't mention it being against her RCs in the PM she sent when she marked it RWAP, I don't think that's what is going on. Sounds like she's just being picky, IMO. She seems well versed enough in the rules to know BCE's are allowed and she should use an RC if she doesn't want one.

Even if you did send a Book Club Edition, it's fine. They are allowed. I'd just tell her what you told us and politely decline the refund of her credit.

Date Posted: 7/2/2010 2:56 PM ET
Member Since: 6/16/2010
Posts: 433
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Is there a way to look back at the transaction?  I have never had a book not have an isbn (that I've posted) so I KNOW that one had one.  She didn't mention a RC and I don't remember one. 

Is there a way to know for sure that she didn't have one?  I'm about 99% sure that it wasn't a BC edition.  It wasn't smaller than any others, it had the same picture as the one in the listing, I didn't look up any isbn's so it had one.

I just don't remember if she had an RC, although even if she did, I think I would have sent it.  Although from here on out, I'll decline every one I see since I can't be 100% sure even if it is the same size and has an isbn on it.

 

Date Posted: 7/2/2010 3:02 PM ET
Member Since: 1/17/2009
Posts: 9,723
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Cindi,

The way that I interrpret your requestor's message is that she is actually complaining that the book does not have an ISBN. (and she thinks that that is because it is a book club edition). She did not say that book club editions cannot be posted, just that books need an ISBN to be posted.

Just inform her that the book does in fact have an ISBN, founf on the copyright page, and that this is OK as far as PBS goes.

And then ask her to mark the transaction "Marked RWAP by Mistake" ... that way it will be like the RWAP never happened, as far as your record is concerned.

There is no reason to be concerned about book club editions and/or RCs. You can decline any RC that you want to, of course, but I have never found that people with RCs are any more problematic than people without RCs ... in fact, your current problem is with someone without a RC, right? So, why would you penalize people with RCs for the hassle that someone without an RC is giving you?



Last Edited on: 7/2/10 3:03 PM ET - Total times edited: 1
Date Posted: 7/2/2010 3:12 PM ET
Member Since: 5/15/2005
Posts: 1,328
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To see if there was a requestor condition, you can go into your transaction archives, find the transaction and click on the request details link on the right. If there was an RC, it will be listed in a light yellow section right under the book information and right above the mailing and request date information.

Date Posted: 7/3/2010 2:27 AM ET
Member Since: 5/18/2007
Posts: 13,188
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Sarah said: She did not say that book club editions cannot be posted, just that books need an ISBN to be posted

OP said: I just received my first rwap.  She states that we are not allowed to send book club editions and since the book I sent her does not have an isbn number, she wants her money back as it's not the book she wanted.

 Cindi -- Go to your transaction archive, which is under the My Account tab. Then click on the blue link, request details. You'll find requester conditions there.

And yes, if someone has an RC for no book club editions and you're not sure, it's probably best to decline because if you send one, then you truly have sent something against their RCs. I've worked for our large FOL for 3 years so I  can spot book club editions quickly  (and they usually have the same artwork on dust jacket as regular editions).

 

 

Date Posted: 7/3/2010 3:27 AM ET
Member Since: 5/3/2006
Posts: 6,436
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But the actual message from the receiver was "According to the help section, books without ISBNs are not supposed to be posted as if they were the same as books that do have ISBNs."  She's *not* saying that book club editions aren't allowed, that was just the OP's interpretation.

Date Posted: 7/3/2010 12:23 PM ET
Member Since: 1/17/2009
Posts: 9,723
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The OP pasted in the message that she got from the receiver in her first post. I just interpreted it differently than she did, that's all.

Date Posted: 7/3/2010 4:29 PM ET
Member Since: 4/10/2009
Posts: 1,691
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Last Edited on: 8/20/10 3:42 PM ET - Total times edited: 1
Date Posted: 7/4/2010 10:30 PM ET
Member Since: 1/29/2006
Posts: 54,837
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I just wanted to add this bit from the Help Center, although it has been said already:

The ISBN is 10 or 13 digits, and can be found on an inside front page of the book (across from the title page), or the back of the book, or sometimes on the spine of the book. 

 

So, it is certainly fine for the ISBN to be IN the book rather than ON the book or DJ.

Also, about what's OK to post here:

 

Book Club Editions: Yes

  • If these do not have ISBNs, they CANNOT be posted as if they do.
  • BCEs are usually smaller, more cheaply printed versions, and often do not have price markings or ISBNs on them.

 

The receiving member is correct that BCEs cannot be posted *as if they have an ISBN* if they actually do not.  If the ISBN was on the inside page, though, then it was just fine.