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Topic: What should I do?

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Subject: What should I do?
Date Posted: 2/3/2009 5:14 PM ET
Member Since: 9/11/2005
Posts: 2
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Greetings fellow Swappers. I've been a member here for a couple years and never had a problem with books I've sent. Today I received a message from a book I sent to another user. The book was a (very) heavy hard copy, which did not have the dust jacket. It was well-read, but complete and in good condition (I thought). No odors or tears or missing pages and still totally in tact. Also, there were no requester's conditions when the user requested the book. I normally contact people with requester's notes anyway, and would never send a book with no dust jacket to someone who specifically said "Don't send me books with no dust jackets." The person I sent the book to said there was a problem after it was received. They said that the book was in poor condition and missing the dust jacket, and I'm pretty sure that means they want a refund. So, my question is this: What should I do? Should I refund the credit out of goodwill? (I like to keep my PBS karma up.) The book cost me a lot to ship and was a wishlisted book, so it's unfortunate that it didn't go to someone who appreciates it. I just hate that the person wasn't happy with the transaction. :( I guess I could just use a little advice on the first problem case I've ever had. Thanks for your (future) advice!
Date Posted: 2/3/2009 5:25 PM ET
Member Since: 1/5/2008
Posts: 3,387
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if they didn't specifically ask for the credit back, i definitely wouldn't send it to them...yet.

ask what they mean by "poor condition".  and you can cite the help center notes that dust cover is NOT required for a book to be postable.

i wouldn't refund a credit unless they were able to say that there was water damage or had a cleaved spine -- "poor condition" is just too vague.

Kate -
Date Posted: 2/3/2009 5:34 PM ET
Member Since: 8/28/2008
Posts: 534
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Last Edited on: 3/28/09 9:03 PM ET - Total times edited: 1
Date Posted: 2/3/2009 5:38 PM ET
Member Since: 8/23/2007
Posts: 26,510
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If you know the book met PBS posting guidelines and they didn't have a Dust Jacket RC then you don't owe them a credit back.  Ask them to explain where it didn't meet PBS guidelines.

And don't worry about 1 ding against you. PBS will be able to tell that they didn't have RCS requiring a dust jacket.  I recently had someone mark a book I sent RWP because I sent a hardback and they wanted an audio.  They ordered a hardback, my book listing showed a hardback in the transaction archive and they only paid 1 credit when audios are 2. I did not give them a credit back.

Date Posted: 2/3/2009 5:49 PM ET
Member Since: 9/11/2005
Posts: 2
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Thanks so much for the advice. I've sent a pm to the user asking for more specifics.
Date Posted: 2/3/2009 6:46 PM ET
Member Since: 8/10/2005
Posts: 4,601
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I think you handled it just right, Rachel. Let us know how it all works out.


Date Posted: 2/3/2009 7:09 PM ET
Member Since: 2/11/2007
Posts: 808
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This could be one of those situations where the recipient here is the end of line in the book's swap-ability; there comes a point where a book's condition becomes "borderline", with neither the sender violating the rules nor the recipient being overly picky in deciding the book is "too used" to trade. It happens.

Date Posted: 2/3/2009 7:16 PM ET
Member Since: 4/25/2007
Posts: 11,671
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Yep, definitely get more details on what they consider "poor condition".

When I send a PM about a RWAP book, I'm specific about the damage to it and exactly why it's unpostable.  I'd expect anyone who thought a book I sent them and they consider unpostable to be just as clear.  If they can't specifically point out the problems and it's just the lack of a dust jacket that's bothering them, then you definely don't owe them the credit back.