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Topic: What is the most polite way to deal with this?

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Subject: What is the most polite way to deal with this?
Date Posted: 10/13/2010 12:21 PM ET
Member Since: 6/16/2010
Posts: 433
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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?

 

 

Date Posted: 10/13/2010 12:59 PM ET
Member Since: 10/13/2007
Posts: 36,445
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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,

Maybe this

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

  • if the sender wants the item back, he or she should send postage or a credit to pay for its return

Please return my 2 credits for the unpostable books, if you wish the 2 books returned then please return 4 credits.

Thankyou.

Date Posted: 10/13/2010 1:11 PM ET
Member Since: 4/7/2008
Posts: 15,690
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Cindi,

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.

Dear X,

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.

Thanks,

XXX



Last Edited on: 10/13/10 1:12 PM ET - Total times edited: 1
Date Posted: 10/13/2010 1:55 PM ET
Member Since: 6/16/2010
Posts: 433
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Thanks!  I'm going to copy D.G.   I'll let you know what happens next!