A book I sent has 'gone lost'.  First time this has happened to me and I'm not sure what I need to do.  I already read the help section but it didn't answer all my questions.  Do I need to refund the credit to the requester?  Will PBS do that for me? 

You do not need to refund a credit at all.

The requestor will automatically get their credit back from PBS.

You only get the credit in the first place, when the book is marked received (unless you used PBS postage or PBS DC). So, unless you mailed using one of these things, you don't have the credit to return.

And, if you did use PBS postage or PBS DC, you keep the credit that you received. (PBS offers credit insurance when you use those items.... so if the books go lost, you keep any credits that you received. The requestor gets their credit back from PBS, too.)

Depending on where you sent it - it may only be late.  Sending to Alaska, Hawaii, Puerto Rico, or any APO can cause a book to take longer than PBS gives before they declare it lost.  It may well show up in the next couple of weeks.  Sometimes books just take strange journeys across the USA and can go "lost" for a while.  If the recipient receives it later and hasn't gotten another copy before they need to mark yours as received through their Transaction Archive and then you will get your credit if you didn't use PBS postage/DC or just DC.

Ruth

Even if they order another copy they should mark it received in their TA unless you mailed the book really late.  I think the rules say if the book was mailed up to 1wk before going lost than it should be marked received.