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Topic: What to do in this situation?

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Subject: What to do in this situation?
Date Posted: 9/9/2014 4:52 PM ET
Member Since: 6/26/2011
Posts: 1,358
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I received a WL offer 8/24 and accepted. The book was quickly mailed to me and I received it in just a few days. The problems started when I opened the wrapper. At first I thought the book was damaged by water, but it was so minimal that I felt bad RWAPing the book. But then I noticed on the cover that it was an uncorrected proof. I knew that I definitely had to RWAP then. I PMd the sender this message:

Problem: Wrong Book--Different Binding or Version
The member to whom you shipped your book 'Article 5 (Article 5, Bk 1)' has sent you this personal message:
"Hi *****-
I really appreciate the time you took to send me this book, however, it is and advanced readers copy and therefore not swappable. According to the PBS rules:
"An ARC (Advance Reader Copy) is an advance release of a book, usually sent to reviewers before the final copy of the book is published.
Advance Reader Copies are also known as Review Copies, or Uncorrected Proofs.
They are softcover books and often carry the same ISBN as the hardcover first-edition that is released later.
On the cover, they will be marked 'Advance Reader Copy' or 'Uncorrected Proof' or 'Review Copy' and will usually also say 'Not for Sale'.
ARCs cannot be Posted to a PBS Bookshelf for swapping, since the ARC cannot be depended upon to contain the same story/text as the published book.
If you send an ARC, the requestor will probably contact you to ask for the credit back.
You will need to do this.
You are asked to confirm for each book you Post that it is not an ARC. If you posted an ARC you broke the rules. 
If you receive an ARC, you should mark it received as a Wrong Book and send a message to the sender asking for your credit back.
You should NOT repost an ARC (or any problem book) if you receive one.
The receiver of an ARC is not required to return the item; she or he may agree to do so if the sender sends postage for the item's return. This is the case with all problem books: the requestor receiving them is not obligated to spend postage to return them."
I can understand how such simple markings can be overlooked as I have dealt with ARCs many times before.
Thanks,
McKenna"

She responded fairly quickly with this message:
 
"Sorry, wWhen I wrapped up this book I did not see any marking that this was an ARC book. I'll return the book credit. I'd appreciate it if you could send it back."
 
And I responded with:
 
It is not a problem for me to send the book back, but if you truly want it back 2 credits would need to be sent in order to cover my cost of postage. 

As per the PBS regulations-

"Remember that the requestor is not required to send a problem book back at his or her expense. 
If you want a problem book back you can provide a stamped, self-addressed envelope to the requestor by snail mail (or you can give the requestor an extra Book Credit to compensate for postage, if both of you agree on that).
Refund and postage compensation must be completed first - before the requestor returns the book (= it is not OK to wait to refund credit until getting a problem book back in the mail, or to expect the requestor to send the book back before getting postage compensation as described above)."

Again, I am sorry about the book, and I would like to get this situation resolved as smoothly as possible.

Thanks,

McKenna
 
Since I sent the above message on 8/30 I have not received a response and it is marked read on the archive. I have sent another follow up message on 9/3 which has still not been answered. I really just want my credit refunded as this clearly isn't a swappable book and I feel as if I was jipped a credit. How would you go about getting this resolved? I feel as if I have been fair in my messages.
 
Thanks for any help!
 
 
Date Posted: 9/9/2014 5:37 PM ET
Member Since: 9/22/2010
Posts: 3,131
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I had a problem with a book I marked RWAP. I sent two messages over two weeks and never received an answer. Finally, after a month, I contacted the staff (see "Contact us" at the bottom of pages).

The staff awarded me the credit back as, even if I was wrong about the RWAP, the sender has to reply to the messages.

So, keep your messages, contact the staff and explain briefly what you stated above, as the staff can read the messages you sent and received. Make sure you give the dates and senders 'name.'

They will resolve it for you.



Last Edited on: 9/9/14 5:38 PM ET - Total times edited: 2
Date Posted: 9/9/2014 9:24 PM ET
Member Since: 4/6/2007
Posts: 1,404
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Last Edited on: 7/26/15 9:09 AM ET - Total times edited: 1
Date Posted: 9/9/2014 11:23 PM ET
Member Since: 12/28/2006
Posts: 14,177
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Yes, you may wish to forward the information to PBS Admin.  Since she has responded (just not followed through) this may not come into play, but admitting guilt sometimes allows TPTB to initiate the refund. You may or may not get the credit refund, but at least the bad transaction is noted on the senders account.

Date Posted: 9/10/2014 10:59 PM ET
Member Since: 5/7/2009
Posts: 793
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Perhaps her reason for wanting it sent back is she really didn't notice the indication that it was an Uncorrected proof.  Maybe sending a picture or scan of where it is indicated will resolve it for her and she won't ask for it back and issue the credit.

Date Posted: 9/11/2014 2:38 AM ET
Member Since: 8/20/2007
Posts: 1,020
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McKenna, you handled this situation very well and very politely in your PMs to the sender.

Comments made when marking a book RWAP become part of the transaction archive for the swap, and further correspondence with the sender using this thread will also be included in the archive. If the sender remains unresponsive to your PMs you can contact TPTB via Contact Us using the link near the lower right of any PBS page under the Company header. They should be able to review the transaction archive and take appropriate action to restore your credit.

You are not obligated to return the book even if the sender has requested that you do so. But if you do, it is perfectly reasonable that the sender refund 2 credits to cover your cost and and trouble in mailing it back.


 



Last Edited on: 9/11/14 2:42 AM ET - Total times edited: 1
Date Posted: 9/11/2014 7:17 AM ET
Member Since: 2/26/2006
Posts: 34,965
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Tibben, I'm not 100% certain, but in cases where a member doesn't have any credits but a refund is due, I think they can use the "Refund" button anyway and it will then put their account at a negative total.  I know we use to be able to do that, but I'm not certain if that is still an option.

ETA:  It is also my experience that when a member doesn't hear anything from TPTB, it's usually a case of the email being overlooked and not ignored. 

 



Last Edited on: 9/11/14 7:19 AM ET - Total times edited: 1
Date Posted: 9/11/2014 9:28 PM ET
Member Since: 2/13/2009
Posts: 137
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You can send her a note again that you need to let PBS know whether or not the issue has been resolved soon.  When you get the credit refunded, you'll be happy to mark the problem as resolved.  As far as returning the book, you want to follow the PBS guidelines, so if there are any future issues, both of you will know what the other PBS members expect.  This approach worked for me, and hopefully it will work for you, too.

Date Posted: 9/12/2014 4:24 PM ET
Member Since: 6/26/2011
Posts: 1,358
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Thank you for all of the advice. I have sent her one final email with a Sunday deadline to resolve the issue. If I receive no response I will mark the transaction unresolved and contact PBS.

Date Posted: 9/15/2014 7:48 PM ET
Member Since: 6/26/2011
Posts: 1,358
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Just to update:

I received no response from the sender so I went ahead and contacted PBS. They returned my credit within 24 hours. I appreciate all of the advice.