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I ordered 4 books from a lady. When I received them two of them were ok (the pages had been glued back in but holding okay & they looked decent), the other two have been ripped up and re-taped all through out the books. They are children's hardcover I Spy, so I can see how this happens. But they are not in swappable condition. I gave a RWAP for the two taped ones and sent this:
"The pages have been taped back into the book where they have been ripped out. This is against PBS rules, please return my credit so I can re-order. Both of the I Spy you sent were not in swappable condition. The Eyewitness books were fine".
A few days later, I received this from here, along with ONE credit return:
I am returning your credit as you request, but i disagree with your assessment of the books. I was unaware of any taped pages, though I am not disputing you on this. I disagree that they were not in swappable condition."
On the second book I received this note:
"I will refund all your credits but I want the books back."
So how do I politely deal with this with the hope of getting my last credit back? I never asked for, nor do I want all 4 credits back. I will return them if she pays for postage (especially since half of them are not usable for what I wanted them for).
I know she got upset and just wants her books back, but if I were to send them I'd be out postage AND credits, so i'm not willing to do that unless she gives me the extra credits to do so, but I want to say it in a way that doesn't escalate the hostility.
What would you do & how would you word it?
I would tell her that you do not wish to send ALL of them back as 2 of them were postable. And that she needs to send credits to cover postage as well as the 2 credits for unpostable books.
I would send her the rules on returning books, and take photos and send her a copy of them to show the damage,
Hi, I have photos of the books here (link), this shows the 2 books I RWAP. Below is the copy of the rules on returning a book.
A requestor does NOT have to return the item in a "problem" transaction
Please return my 2 credits for the unpostable books, if you wish the 2 books returned then please return 4 credits.
This is a sticky situation indeed. I get the impression that this person will take umbrage with whatever you say.
I'll word it as following, assuming you'd like to keep the books that are fine.
I only received one credit refund. Can you please refund the second credit? As two of the books are unpostable, I'd like a refund of both credits so I can order copies that are in postable condition. Please refund my credit by X date or I'll mark this swap as unresolved.'
Once you return my second credit, I'll be happy to send the Spy books back to you, provided you also give me X additional credits to cover the postage. Per PBS rules, "A requestor does NOT have to return the item in a "problem" transaction - if the sender wants the item back, he or she should send postage or a credit to pay for its return." (You can find this rule in the following Help Document: A requestor says there is a problem with a book I sent!)
The Eyewitness books are in postable condition so I'll keep those.
Last Edited on: 10/13/10 1:12 PM ET - Total times edited: 1