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Topic: What do I do when a book from returned by the post office,, badly damaged!

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Subject: What do I do when a book from returned by the post office,, badly damaged!
Date Posted: 11/12/2013 6:35 PM ET
Member Since: 2/11/2011
Posts: 1
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I have sent a PM to the person to whom I was trying to send the book.  How does she get her credit back and get the transaction removed.  I can't believe how badly it was damaged. I think a truck must have driven over it  (LOL) And it was sent in a good envelope not just wrapped in paper.  I can't seem to find anywhere on the site to address this.

Date Posted: 11/12/2013 6:43 PM ET
Member Since: 9/25/2008
Posts: 4,039
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I believe you use the "contact us" button at the bottom of the page so they can cancel the transaction and give the requestor the credit back.

Date Posted: 11/12/2013 8:16 PM ET
Member Since: 4/25/2007
Posts: 11,540
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Yes, use the Contact Us to ask them to cancel the transaction.  Otherwise, the other person has to wait until the book goes lost in the mail to get their credit back and get back on the WL (if it was a WL book).

Date Posted: 11/12/2013 8:40 PM ET
Member Since: 8/26/2006
Posts: 9,337
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So sorry that happened, Beth!  In the bottom right corner of the page, under "company" click on "contact us".  Then use the Feedback option to ask the Admin Team to cancel it for you. :-(

Date Posted: 11/14/2013 10:48 PM ET
Member Since: 12/28/2006
Posts: 14,177
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Technically you could let the book go lost.  But the requester can reorder the book sooner if you ask TPTB to cancel the transaction.

Date Posted: 11/14/2013 11:00 PM ET
Member Since: 8/16/2007
Posts: 15,201
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Technically you should contact the Team to have the transaction cancelled. Per the Help Center:

A book I sent was returned to me!

The most common causes for a package to be returned to sender:

  • The 13-ounce rule: The package was over 13 ounces and bore only stamps for postage, and you did not mail it by handing it to a USPS employee.
    • This is a USPS regulation if postage stamps are used for postage and the package is over 13 oz in weight.
    • The regulation does not apply to packages sent with printed postage
    • You can remail the package from the PO in this case, without adding new postage to the package.
  • Incorrect Address. Caused by 
    • transcription errors if you hand-wrote the address
    • the requestor mistyping his/her address in his/her account or not updating an old address
    • USPS error
  • Insufficient Postage Caused by 
    • Insufficient postage on the package
      • did you check and adjust the weight on the wrapper settings page before printing? this will ensure that the correct postage and postal rate will print out
      • did you forget to add postage to the package? Don't laugh - this can happen, even to the best swapper! Please read I forgot the postage! for more information about this.
    • Failure to write MediaMail on the package if the PBS Wrapper was not used.
      • USPS will charge First Class rate if MediaMail is not specified.
      • The PBS Wrapper will print out with FIRST CLASS for packages weighing 7ounces or less; packages over that weight will print wrappers marked MEDIA MAIL
    • Writing First Class on the package if the PBS Wrapper was not used.
    • Reusing Priority Mail materials (this is not permitted by USPS unless you are paying priority rate!) but applying Media Mail or First Class postage.
    • USPS error.
  • Moved, no forwarding address Caused by
    • The requestor moving before the book arrived (Media Mail is not routinely forwarded, unlike First Class mail!)
    • USPS error.
  • Address illegible Caused by
    • the wrapper tearing and the TO address being lost or obliterated
    • printer ink running because of exposure to the elements
      • to prevent this problem, you can apply a layer of clear shipping tape over the printed address portion of the wrapper.  Remember not to tape over stamps!
    • Poor handwriting (if you hand-wrote the wrapper)
      • to prevent this problem, carefully copy the address information clearly onto the wrapper - or print the wrapper from a printer.

If the book was returned to you through an error on the requestor's part, you can ask him or her for an extra credit (or money for the postage) to re-send the book,

If the book was returned to you through USPS error, you can take it to the PO in the packaging in which it was returned, and explain the situation - that it was returned in error from a current, deliverable address.  They can check the address and if it is correct and the book was returned through USPS error, they can send it again "under cover" from Post Office to Post Office, without requiring more postage.

If the book was returned to you because you forgot postage or the address was illegible, etc:

  • You can reprint the address using the "RePrint Wrapper" button on the transaction on the Books I've Mailed tab on your My Account page.
  • You should use the  button on the transaction, to let the other member know about what happened.
    • Then if the book is declared "lost" by the system before it arrives, the other member knows it is coming and does not re-order it.
    • The requestor can mark the book received when it arrives (if it has been declared "lost" by then it will need to be marked received from the Transaction Archive).

What to do if your book is returned to you:

If the book has NOT been declared Lost in the Mail yet: you should contact the requestor using the button on the active request on your My Account main page, to let him/her know that the book was returned, and to confirm the address.

  • You should not re-send the book if it is damaged.  If it is damaged, contact us to cancel the transaction.