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Topic: Is there not a way to mark an unresolved problem transaction as resolved?

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Subject: Is there not a way to mark an unresolved problem transaction as resolved?
Date Posted: 3/10/2015 9:58 AM ET
Member Since: 4/30/2007
Posts: 2,728
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Long story short, I received an unpostable book and marked it RWAP.  The sender was, let's just say, less than accommodating to my request to resolve the situation.  Given the tone of the response, I marked the transaction as unresolved.  Well, this morning I see that my credit has been returned after all, so I'd like to do the right thing and mark the transaction as resolved.  I thought there was a way to do this?  I am not seeing one though.  Am I just missing something?  I have gone into the transaction archive and tried to find a way to do it but am not finding it.  Any help would be appreciated, thanks!

Date Posted: 3/10/2015 10:20 AM ET
Member Since: 3/30/2007
Posts: 9,637
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Lesley, do you still see the "Was Problem Resolved?" button ?  

If not, then I would contact PBS by using the feedback form located at the lower right hand side under the blue heading Company...Contact Us.

I will also ask in the Tour Guide Lounge.

Date Posted: 3/10/2015 10:20 AM ET
Member Since: 11/21/2007
Posts: 7,349
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You should be able to go into your transaction archive and change the status from unresolved to resolved.  Try clicking on where it says "Unresolved".

Date Posted: 3/10/2015 10:25 AM ET
Member Since: 8/27/2005
Posts: 4,127
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Leslie, I'm pretty sure that once you mark it resolved or unresolved you can't go back and change it.

Diane

Date Posted: 3/10/2015 10:43 AM ET
Member Since: 4/30/2007
Posts: 2,728
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Thanks for the responses.  No, there is no button to change the resolved status.  When I go into the transaction archive, it just says "Problem NOT resolved, Sender account marked".  I could swear that I have been able to change the resolved status of problem transactions in the past, so I wonder if something changed?

Date Posted: 3/10/2015 10:59 AM ET
Member Since: 2/20/2008
Posts: 1,658
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If you mark it problem not resolved because sender didn't reply to your pm then you can change it. That's the only time you can change the status of resolved/not resolved.

Date Posted: 3/10/2015 12:25 PM ET
Member Since: 4/30/2007
Posts: 2,728
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Thanks again for the responses.  I have heard back from PBS, so do not need to do anything further.

Date Posted: 3/10/2015 2:46 PM ET
Member Since: 8/6/2006
Posts: 591
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What was there answer so we know what to do?  Thanks

Date Posted: 3/10/2015 2:53 PM ET
Member Since: 4/30/2007
Posts: 2,728
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The credit refund was initiated by PBS, not the member, so it does not count as a resolved transaction.

Date Posted: 3/11/2015 7:45 AM ET
Member Since: 8/6/2006
Posts: 591
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Thank you!