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Topic: What do you think of this situation

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Barb S. (okbye) - ,
Subject: What do you think of this situation
Date Posted: 10/22/2012 3:13 PM ET
Member Since: 3/14/2011
Posts: 5,767
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I ordered 2 books from a member on 10/10. She did not use DC. On 10/15 she sent me a pm saying the one book was no longer available "apparently it was lost in the mail when the packaging was opened up & not re-packaged correctly". I assume she means the p.o. bungled the package and returned the one book to her. She said she re-mailed the second book. I told her that's fine, just cancel the 1st book and it will roll over to the next sender. I haven't received the 2nd book yet but she never canceled the lost book and she sent me a pm today saying she remailed the second book, please mark it received when I get it. So if she never cancels the first book do I mark it RWAP since only half the order came? Since they're tied together on the order page I can't just mark it received. Not sure why she won't just cancel the other one, she didn't reply to that, I guess hoping to save the credit. 

Date Posted: 10/22/2012 3:44 PM ET
Member Since: 6/29/2007
Posts: 17,207
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Barb,

WHen you get the second book, you can indicate that you only received THAT book.  Eventually the system will time out the missing book and return your credit.  Alternately, you can ask her to contact the team and cancel the missing book so that you can go ahead and get your credit back.

Cathy A. (Cathy) - ,
Date Posted: 10/22/2012 3:55 PM ET
Member Since: 12/27/2005
Posts: 4,142
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As Mary said, you can mark only one book received when you get it. You should never mark a book received if you did not get it.

If you want the sender to cancel the other request should send her a PM that says something like "Since the lost book was marked mailed, you won't be able to cancel it from your My Account page. Please use the Contact Us link at the bottom of the page to send a feedback message to the PBS team asking them to cancel the transaction for [title]."

Date Posted: 10/22/2012 4:00 PM ET
Member Since: 8/23/2007
Posts: 26,510
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She wouldn't be able to just mark a book she marked mailed as cancelled. PBS would have to do this.

You will just have to mark the other one as received.  The other one will just go lost if she doesn't contact PBS.

Date Posted: 10/22/2012 5:27 PM ET
Member Since: 1/17/2009
Posts: 9,916
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Since they're tied together on the order page I can't just mark it received.

Even if the books were ordered together, the PBS menus allow you to mark them separately. So, for the one that you received, go ahead and mark that one received now. You will be able to leave the other book in the order as "not received", which is proper in this situation. PBS will split your order and the first book will go into your Transaction Archive like normal, and the second book will stay on your "Books En Route" tab.

If you never receive the second book, the system will automatically mark it lost in the mail, and you will receive your credit back at that time.

Never mark unreceived books as RWAPS, that is always incorrect, and just causes problems.



Last Edited on: 10/22/12 8:58 PM ET - Total times edited: 2
Date Posted: 10/22/2012 9:13 PM ET
Member Since: 8/16/2007
Posts: 15,200
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When the transaction is a bulk transaction, you will mark it as a Problem transaction - and there will be an option for a book missing. Once you mark that book as missing, it will return the book to your Enroute to Me page as separate transactions and you will be able to mark the one you received as such and leave the other to go lost or be cancelled by the site.
Date Posted: 10/22/2012 11:47 PM ET
Member Since: 8/26/2006
Posts: 9,337
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What they said yes

Here's the help doc on this:

I received a multiple book shipment but one or more books was missing!

 

Barb S. (okbye) - ,
Date Posted: 10/23/2012 2:18 PM ET
Member Since: 3/14/2011
Posts: 5,767
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Ok, thanks. I'm not particularly worried about the credit but I've never had a problem with a multiple book order and wasn't sure how that worked.