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Topic: What do I do now, and how do I respond?

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Subject: What do I do now, and how do I respond?
Date Posted: 6/16/2010 7:35 PM ET
Member Since: 11/30/2007
Posts: 4,953
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This morning, one of my books(which I bought in 1993, put it on my shelf and never read) was RWAPed by its receiver. I was shocked to say the least as I know it was in perfect shape. I even remember thinking someone is going to be lucky to get this book in such great condition. There are currently 3 people on its wishlist.

But the biggest shock of all is the receiver's response for her reason for RWAPPING the book:

                         Thank you for the book; I look forward to reading it.

That is exactly what is documented in the RWAP details. I am now suppose to write a response to her. What would you write?

I have never received a RWAP in the three years since I became a member, and was especially hurt receiving the email from PBS. I don't deserve this RWAP on my record and just want it to go away.

What should I do? Thanks ahead for all your responses.

Date Posted: 6/16/2010 7:47 PM ET
Member Since: 4/30/2007
Posts: 2,728
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It sounds like maybe it was marked RWAP in error.  I would PM the receiver and say something like "I am glad you are looking forward to reading the book, but I am concerned about why you marked it received with a problem.  Can you tell me what the problem is?"  If it was an error, then  you can explain how to correct it.  It just seems like an odd response for a problem transaction, so I would make sure that they meant to mark it RWAP.

Date Posted: 6/16/2010 7:50 PM ET
Member Since: 8/15/2007
Posts: 3,044
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I agree with Lesley about asking what exactly was the problem. She could have accidentally hit the wrong button.

Could it be RWAP by PO? Doesn't it still email you about that? That would also explain why she didn't mention damage or credit return.

Date Posted: 6/16/2010 8:04 PM ET
Member Since: 11/30/2007
Posts: 4,953
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The email described the RWAP as marked "received, but with a problem". That button has to be clicked before you write a comment. Then her comment gives no reason to rwap it. I understand all that and that she more than likely made a mistake, otherwise she would have written a reason. She's not a new member in case anyone asks.

My question is how do I get this off of my record?

Date Posted: 6/16/2010 8:26 PM ET
Member Since: 10/23/2005
Posts: 7,718
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When the other member marks it as Resolved, your record will be cleared. Make sure to PM her from the TA so the PMs are attached to the swap, Connie.

Now for the bad news, the stinky red Check Mark will stil be on the TA listing for this swap but the popup when you hover over it will say something like Sender Resolved.

Date Posted: 6/16/2010 8:37 PM ET
Member Since: 8/16/2007
Posts: 15,185
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I wouldn't ask her to mark it Resolved, I'd ask her to select the marked in error option (if that is what it was). That will remove all the RWAP and record it as if it was marked correctly in the first place.

Date Posted: 6/16/2010 8:37 PM ET
Member Since: 1/8/2009
Posts: 2,016
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Agree with suggestion to get in touch with the recipient who marked the transaction RWAP and ask what is the problem with the book.

Ask them to submit follow up to the 'problem swap' -- there are 4 options: resolved, not resolved, did not respond to PM, and marked RWAP in error which leaves no 'bad mark'

As per help docs: 

 

  • Marked received with a problem in error
    • this removes the "Was Problem Resolved?" button from the transaction
    • this changes the status of the transaction to "Completed Successfully" on both sender and requestor's transaction archives

Note that once follow-up is submitted, it can't be changed.  The only follow-up option which allows further follow-up to be submitted is "Sender did not respond to PM".

Date Posted: 6/16/2010 8:38 PM ET
Member Since: 11/30/2007
Posts: 4,953
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That's what bothers me, Cheryl. I'm going to have a RWAP on my record either way, when it shouldn't have happened in the first place. Doesn't seem fair that a member made a mistake and now my record is going to have a red mark, when I didn't do anything wrong.

Date Posted: 6/16/2010 8:42 PM ET
Member Since: 11/30/2007
Posts: 4,953
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Okay, thanks I didn't realize that "marked with an error" was an option when you mark it as resolved or unresolved. Hopefully, that will work in clearing this up. I pmed her and haven't received an answer yet.

Date Posted: 6/16/2010 9:13 PM ET
Member Since: 4/6/2007
Posts: 1,390
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Last Edited on: 6/5/11 3:25 PM ET - Total times edited: 2
Date Posted: 6/16/2010 9:34 PM ET
Member Since: 8/23/2007
Posts: 26,510
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Also one RWP won't go against you. I had someone ding me for sending the wrong binding when the error was their's.  They didn't pay attention and ordered a hardcover when they wanted an audio. I sent them a hardcover.  She marked it resolved instead of mistake.  Annoying but not worth getting upset over. 

Date Posted: 6/16/2010 10:31 PM ET
Member Since: 11/30/2007
Posts: 4,953
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Mary, that makes me feel better in case this doesn't work out. I have sent out over 400 books with no RWAPs. I still haven't heard anything from the sender other than thanks for the book and she's looking forward to reading it.  It's just that darn PBS email that makes me feel awful. Especially, when they wrote in there the sender's response as to why they RWAPed it, and it says, thanks for the book..... with nothing negative at all about the book, except for PBS's negative remarks about sending a book out with a problem.

It's just all confusing to me, especially when I always make sure that the books I send out are in very acceptable or more than acceptable condition. I always give my books a through look over before I send it.

Date Posted: 6/17/2010 1:44 AM ET
Member Since: 10/22/2009
Posts: 1,452
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I'm betting she just hit the wrong button and wasn't paying attention when she marked the book received.  I've almost done that a few times--the placement of the buttons seems kind of weird to me.  If I'm recalling the screen correctly the button to mark Received With a Problem is right in the middle of the screen and the button to mark Received is on the right.  For some reason, I always want to click on the middle button--so I really need to pay attention when I'm marking a book received!

Connie--I hope everything gets resolved and that your receiver clears it up with the RWAP in error option.

Date Posted: 6/17/2010 8:03 AM ET
Member Since: 10/23/2005
Posts: 7,718
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Thanks for that info, Melanie. I had no idea marking it as Marked In Error would make the evil stinky Check Mark go away. Great to know that. 

Laura, I agree. The button for Received should be in the middle, not the RWAP button. Makes it too easy to click that one by mistake.

Let us know about this Connie, I am interested to see what the other member says.

Date Posted: 6/17/2010 10:13 AM ET
Member Since: 7/22/2009
Posts: 2,617
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What might help is making the RWAP button red -- it would distinguish it from the other buttons and might make requestors pause before clicking it -- and/or adding a pop-up when the RWAP button is clicked that asks "are you sure?" (like the pop-up that appears before sending a PM).

Date Posted: 6/17/2010 10:17 AM ET
Member Since: 8/23/2007
Posts: 26,510
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They look for a pattern of bad book sending.  Not sure how many it takes but even if she had a complaint and you responded that you disagreed with her and didn't refund the credit-it still wouldn't count much against you unless you had this happen more times.  I thinkt hey expect people to have some complaints against them.  It's just human nature to make mistakes or to make false complaints.  So they would look for a pattern of people making complaints against you or making false complaints.

I'm thining in this instance that she hit the wrong button and didn't notice. Or she noticed but figured if she put a thanks for the book in there that it would diminish the RWP. 

Date Posted: 6/17/2010 2:10 PM ET
Member Since: 11/30/2007
Posts: 4,953
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She pmed me back and thanked me and said that she would look for that "marked RWAP in error" option. How does she do that? Go into her archives? All it says on my side is request details. 

Date Posted: 6/17/2010 3:23 PM ET
Member Since: 2/5/2007
Posts: 30,800
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She needs to go to her transaction archives and find the book and do it there.  The transaction archives option is on your main account page.

Date Posted: 6/21/2010 12:23 AM ET
Member Since: 11/30/2007
Posts: 4,953
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Happy to say that this all worked out in a great way. The sender resolved the problem by clicking the button "marked in error". Now, in my archives, there is a green check and no signs it was ever marked as a RWAP, just as Melanie said it would.

Thanks everyone for all your help. I certainly learned something new. I also hope that PBS will consider changing the position of the RWAP button to a different place on the received book page.

Sianeka - ,
Date Posted: 6/21/2010 11:56 AM ET
Member Since: 2/8/2007
Posts: 6,630
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Connie, you and all other members that would like to see the position of the RWAP button moved should submit feedback to the site administrators.  They don't always have time to read every forum thread, and may not see/make note of the people here that would like it moved.

They -do- however, pay attention to Feedback.  Several suggestions I've made through Feedback function have since been implemented.  (I think numbers count and the more times they see the same suggestion sent in, the more likely they are to enact that suggestion on the site.)

Date Posted: 6/21/2010 2:39 PM ET
Member Since: 4/23/2007
Posts: 9,493
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I bet she hit the wrong button. The RWAP button is right in the middle. I sometimes wish they would rearrange it to the left side, since I have almost hit it by mistake myself.