PBS does not get involved with swaps.  It is up to the sender and requestor to come up with a resolution.  You should PM the sender explain the problem and ask for your credit back.  Let them know that you would like a response back within a week or you will mark it unresolved.  You can include a copy of the help docs.  Many members do not have internet access everyday so give them time to respond.  Also keep the communication polite.  Here is a link to the help docs - explaining the process.

There is a problem with a book I received!

sorry -link goes to the quick tip page - towards the bottom is the link.

That is the benefit of using the PBS postage or DC is that you are guaranteed your credit--you pay that fee to make sure that happens, so that even if the book goes lost or is not marked received for whatever reason, or if someone RWAPs it. There are people who RWAP unfairly, I think. For example, even when I was using stamps to mail books, I used to use the DC on any transaction that had a Requestor Condition on it just to be sure I wasn't going to get dinged by an overly-picky person even though I thought my book met their RCs. (Now I just decline any RCs that are at all vague, but I use the PBS postage for all my books anyway for convenience sake, so it's a moot point.

It's up to you to negotiate with the person for your credit back, regardless of whether they used PBS DC or stamps or whatever.

Cheryl

Judith -- PBS delivery confirmation guarantees the sender's credit for a book that is lost in the mail or misdelivered.  But a sender who sends an unpostable book that is marked RWP still has to return the credit if he acknowledges that the complaint is valid and if the receiver asks for a credit refund.  DC doesn't guarantee a credit for sending a bad book.  You work it out with the sender as described in the help doc Jubead listed. 

I can't tell from your original question if you know this, but when you mark a book that was not sent with DC Received With a Problem, the sender does get a credit right then. The only difference if the sender used DC is that the he got the credit much earlier, and he may have already spent it before you ask for the refund. Either way, you have to mark the book received first and then discuss the situation with the sender.

The sender has control over returning the credit whether they've used DC or not.  The only time PBS will get involved is if someone is verbally harassing someone else or a member has had a large # of complaints in a very short period.  THey just don't have the time or the manpower to get involved in every dispute. 

I think out of the maybe 10 books I've marked RWP (out of over 400 received)-I've gotten my credit back on all but I think 2. 

Thanks for all your replies.  This is my 1st RWAP.

I got a stained book (WL) that I will not be comfortable re-posting.  The sender used PBS DC so got their credit.

I've marked it as  RWAP and PMd the sender with a polite message (using the suggested PBS wording) - but the sender is not too amenable to returning a credit. I PMd again with the relevant PBS details re stains on books a few days ago but no reply.  

So, have I got this right ? If the RWAP goes unresolved, then the sender has got their credit as they used PBS DC and I have lost a credit on an unpostable.

I know that I can offer it in Book Bazaar and it will be snapped up - but that's not the point.

If they do not answer or return the credit, go into your transaction archive and mark it unresolved.  If you want, I would PM the person that if you do not receive your credit or reply by such and such day you will mark the transaction unresolved.  This goes on their record and if they do not respond to you then that is another black mark against them.  PBS keeps tracks and if this is a pattern that the member repeats PBS will possibly give them a time out close their account.    So yes they will keep their credit - but it will be a mark against them.

Make sure all the correspondence is done via your transactions and make sure you keep a copy in case PBS wants to investigate.  Also if the replies become rude then let PBS know, that is also not tolerated by PBS. 

this comes from the help docs for the sender:

If a requestor sends you a Personal Message about a problem swap, you do need to reply, and to resolve the problem if there was one.  Because the requestor can provide follow-up on how the problem was handled, resolving the problem will greatly reduce the effect of a problem swap on your account record. Unresolved problems (or not Responding to PMs about a problem swap) will more seriously affect your account record, if a pattern of this accumulates on your account.  Remember that one problem swap will not harm your account, even if it is marked as unresolved by the requestor who gives follow-up on how you handled the problem.

If you dispute the nature of the problem, you should be sure to write your PM by clicking the PM button on the swap in your Transaction Archive.  This will record your response on the transaction and if your account is ever reviewed for problem swapping, this information will be there to explain what happened in this swap.

Judith, the sender gets the credit regardless of the shipping method. As Cathy already mentioned the credit can get transferred when the book is scanned (If the sender used delivery confirmation) or the sender gets the credit when you mark the book received or received with a problem.

The sender always has the discretion to refund the credit or not for the unpostable book.

I understand your frustration with it all as senders can get credits for posting bad books but I believe if a member has too many unresolved swaps that triggers the higher ups looking into things and accounts get closed.

I hope I cleared things up for you about the sender still receiving the credit if they used DC or not.

Do you have to prove that a book is stained?

 The sender “I am reluctant to refund the credit. I find it difficult to believe hat this stain is so extensive that the book cannot be read or reposted. If you have some way of convincing me otherwise -- a photograph of the damage -- I will reconsider my decision.”

 And when I mentioned in my reply “PBS reccommends that all communcication on RWAP be done through PMs.”

The sender came back with “I understand this is what PBS "reccommends"; however, without picture evidence of this damage, I will not refund this credit.”

I really do not want to get into using my personal email account to send photos.  Several of my accounts were hacked earlier this year – hotmail, Paypal and eBay – and the senders attitude is rather bullying.  

 At the end of the day it’s only 1 credit.  The book has over 200 on the WL – so I think I’ll just mark it unresolved, post it in the BB and be done with it.

Judith, I'm sorry this person is being so difficult and unpleasant.  If you decide that never speaking to this person again is worth the price of a credit, I completely understand. :)

If you do want to send her a picture, you can post it on a site like flickr and send her the link via PM.  Or you can remind this person that as per posting guidelines, any staining is unacceptable.

But I think you're right - marking it unresolved and moving on is probably the way to go. :(

I find it difficult to believe hat this stain is so extensive that the book cannot be read or reposted.

No stains at all are allowed.  Stains in a book no matter how small makes the book unpostable.  Check my signature line...there's one there that really ticked me off that my son accidentally set some food wrapper with oil on it next to my new book.  Brand new and unpostable.  PITA.  So if she acknowledges a stain at all, she's acknowledged that the book was unpostable when she sent it.  And you can post your pics on an internet site and send the URL to her if you want her to see it.  Even then, you can't force her to give the credit back and PBS doesn't get involved.

Ruth

If you use one of the posting services you don't have to give out your email and setting up a flikr account is very easy. I will help if you need it. Take the photo and post it. In my opinion, if you back down now that she says if you give proof she'll return it. She will beleive for sure that you were lying, why else would you give up when she asked for proof. Just hoping to help you see it from a different angle.

I agree- send the pictures.  I think this sender is clearly in the wrong, by implying that there is some level of staining that is ok, but as Sherry said, when someone declines seeing pictures I always think they know they're not really telling the truth!

Well I don't even know where my camera is, so I would not be providing pictures.  Doesn't mean that I am lying about the book condition.

If I regularly uploaded pictures, OK, but it sounds like a big hassle to me.

When marking it unresolved I would note what they said about the stains in the book they sent & still not sending a credit.