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Topic: what is the protocol for a RWAP and vacation hold?

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Subject: what is the protocol for a RWAP and vacation hold?
Date Posted: 4/15/2011 7:15 PM ET
Member Since: 11/28/2010
Posts: 754
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I received a book that I RWAP'ed and I asked for my credit back.  I did not hear anything from the sender and on the 6th day I checked the box that the issue was not resolved due to the sender not replying to PM's. (That is one of the options you can pick).

 

I then got a  PM from the member saying that she has been on vacation hold.  She did not appreciate the email that PBS sent to her.  And had anyone bothered to check, they could see that she had been on vacation hold.

My questions are these: Was I supposed to do anything different in the RWAP process if I had known that she was on vacation hold?  I didn't know, but I didn't check either.  Should I have waited to RWAP the book?   Don't you have to check in every 5 days, or is that not the case if you are on vac. hold?  If I have to wait to do anything about the RWAP, how long do I wait before taking any action?

 

Basically, are there different rules that need to be followed when someone is on vacation hold?



Last Edited on: 4/15/11 7:16 PM ET - Total times edited: 1
Date Posted: 4/15/2011 7:35 PM ET
Member Since: 10/13/2007
Posts: 36,445
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I'd not give it too much thought. You followed the rules for RWAP. PBS will see that she was on vacation hold so it's not big issue unless they have a habit of not returning emails.

How are you meant to know when they are going to be off vacation hold??

PBS requires that people let the system know when they recieve the book as soon as they get it. You did what you were meant to, even gave her nearly a week to reply.  RWAP does not stop just because they are on vacation hold. 

Did they get back to you the same day you marked it unresolved? If so I find it weird that they could PM you about that but not read PMs sent by PBS about the problem.

Date Posted: 4/15/2011 7:42 PM ET
Member Since: 5/15/2005
Posts: 1,328
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Maybe one of the tour guides has experience with this or knowledge directly from PBS but I think this part of the help center addresses active transactions during vacation hold:

http://www.paperbackswap.com/help/help_item.php?id=539

How does the Hold affect your Bookshelf?

  • The books that are on your Bookshelf at the time the Hold goes into effect will be hidden from requests.

  • Books that are already involved in an active request will not be affected by the Hold.
    • Any book request that was submitted before the Hold went into effect will not be affected by the Hold
  • This means that all auto-emails associated with an active transaction will be sent to you as usual

It would seem to me as though members are still responsible for active transactions until they are received (without a problem) or resolved, even if they are on vacation. Regarding the email from PBS, I believe it's worded rather strongly, as it tends to get the senders attention. But if she got PBS's email, she probably also got the RWAP email and notification of your PM and ignored them.  

Date Posted: 4/15/2011 8:16 PM ET
Member Since: 12/31/2009
Posts: 3,995
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So, if she has her bookshelf on vacation hold (like a lot of people here do), she feels she's not to be held responsible. That's a new one.

The book she sent to you is an active transaction, vacation or no, and you are not obligated to offer her any special treatment.

Date Posted: 4/15/2011 11:14 PM ET
Member Since: 12/28/2006
Posts: 14,177
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No worries, Mindy sounds like you followed recommended guidelines for a problem transaction.  You are not responsible for her account management.  What were you to do, wait days, weeks, or even months for her to take her account off hold to resolve the issue?  I don't think so. 

Date Posted: 4/16/2011 8:41 AM ET
Member Since: 7/31/2007
Posts: 2,693
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But, we also have to remember, some people do put their account on Vacation Hold and leave home and NOT have internet access.  I'm sorry but, when I leave home and my account is on vacation hold I will not have internet access and Will Not respond to any PM's that arrive while I am gone.  No, I'm not responsible, as some would imply, to respond to those while my account is on Vacation Hold...that is what that is for..to let people know I'm not available.

That being the case, I always look at the person's account and do give them some slack if they have their account set to Vacation Hold.  I remember they may indeed not be where they have access.  But, should I get a "Nasty Gram" I would just blow it off realizing someone just didn't have the patience that I do.

Date Posted: 4/16/2011 9:19 AM ET
Member Since: 7/12/2010
Posts: 4,177
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If the person got a PM from TPTB, then they should deal with TPTB and not get up in your face about it.  You followed the rules.  If the other person doesn't lke the outcome then they should be dealing with management.

-RD

Date Posted: 4/16/2011 9:51 AM ET
Member Since: 8/27/2005
Posts: 4,133
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But if she left home and didn't have internet access, that's HER issue, she shouldn't then get angry at the receiver for following PBS procedures.  I'm not saying members of PBS shouldn't take vacations where they can't use the internet, but if they do, they take responsibility for whatever happens as a result of it.  Especially when it sounds as if the person sent a book that deserved a RWAP designation.

Diane

Date Posted: 4/16/2011 10:40 AM ET
Member Since: 5/15/2005
Posts: 1,328
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I don't think I've ever looked to see if a member is on vacation before I RWAP or noted that there was no response to my RWAP. I believe in giving other members leeway but how long would we be expected to wait for another member to end their vacation hold? There are times that the vacation hold is used for other reasons than an actual vacation or time away from the computer. I use it when I've sent out too many books within a certain period, or when the weather's bad and I don't want to bother going to the post office, or if I just want a break from packing and sending books. If putting your shelf on vacation changes the RWAP procedures, I would think the site would have addressed it. And if they have, maybe someone can provide the link. I couldn't find anything.

But I would find it odd that the sender couldn't respond to my RWAP or my PM but for some reason, could respond when PBS sent  a stronger reminder or reprimand.  



Last Edited on: 4/16/11 10:42 AM ET - Total times edited: 1
Date Posted: 4/16/2011 10:54 AM ET
Member Since: 11/28/2010
Posts: 754
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But I would find it odd that the sender couldn't respond to my RWAP or my PM but for some reason, could respond when PBS sent  a stronger reminder or reprimand.  

 
Her explanation was that she just had taken it off vacation hold --that very day that I marked it unresolved and PBS sent her an email.
 
 


Last Edited on: 4/16/11 11:12 AM ET - Total times edited: 4
Date Posted: 4/16/2011 2:10 PM ET
Member Since: 7/5/2007
Posts: 2,207
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Her explanation was that she just had taken it off vacation hold --that very day that I marked it unresolved and PBS sent her an email.
 
yeah.....Riiiiiiight.  Who knows if her account was even actually on hold to begin with.
 
Being on Vacation Hold and "not having internet access" does not absolve you (general) of your obligations in regards to open transactions when you place yourself on hold. 
 
There are times that the vacation hold is used for other reasons than an actual vacation or time away from the computer.
 
I'm on hold for another month due to the cast on my hand.  Can't wrap books!  I could train the kids to do it, but....  Nah.