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Topic: When to mark RWAP resolved?

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Subject: When to mark RWAP resolved?
Date Posted: 6/6/2011 11:22 AM ET
Member Since: 2/2/2010
Posts: 1,207
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I received a book that had some water damage, just a few pages, but unpostable.  I ended up marking it damaged by PO because we had just had a ton of rain, but in my comments I said was wrapped in an undamaged plastic bubble mailer so I am unsure if it was damaged before it was sent.  I said it was unpostable but readable so I would keep it.  I have had no contact or PM from the sender.  Should I just go ahead and mark it resolved since I didn’t ask for anything back?  I only ask because I see that the book is still on my WL on “hold”.  I guess I kind of expected an “I’m sorry” PM from sender.

Date Posted: 6/6/2011 11:32 AM ET
Member Since: 2/13/2007
Posts: 2,276
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I wait 7 days for the member to respond, but I have learned in my PMs to be very specific about if I need a reply from them. It sounds like you didn't ask for a response, you marked it damaged by USPS and aren't asking for a credit back so there is really no reason for them to respond (however, like you, I would have expected a response saying..."gee, I'm sorry" or "I can't imagine what happened, it was fine when it left me", etc.) Mark it resolved and move on. It is on hold on your Wish List in case you wanted a "good" copy -- if you do unhold it -- if not, delete it.

Last Edited on: 6/6/11 11:32 AM ET - Total times edited: 1
Date Posted: 6/6/2011 3:14 PM ET
Member Since: 6/4/2007
Posts: 2,941
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Even when I'm not seeking a refund, I still ask for acknowledgement of the problem, and usually say as much in my message to the Sender. I think it's important for them to know, and similarly important for me to know that they know. I'll say "I'll mark the problem resolved upon receipt of a response acknowledging this message" or something to that effect. Once I get the message from them, I mark the problem resolved.

Date Posted: 6/6/2011 3:51 PM ET
Member Since: 1/17/2009
Posts: 10,088
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Yes, if you did not ask for a response in your message, you should probably just go ahead and mark it resolved.

Date Posted: 6/6/2011 5:56 PM ET
Member Since: 8/30/2008
Posts: 2,207
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I still have one unresolved transaction because I ordered a hardcover and member sent a paperback; not a biggie but not what I wanted. I didn't want my credit back but I wanted the member to acknowledge the RWAP. Never heard from her so it's remained unresolved.

Even if we compromise with a RWAP, it's good manners to acknowledge the problem - especially if the member doesn't request the return of the credit. I'd consider that golden. Plus, as mentioned here in the past, it's important for the system to know a member's history of unresolved transactions.

We all make mistakes, maybe send out an iffy book (which I did a couple of years ago when I didn't check the library-sale book closely enough) and the other member was very happy to have the issue resolved on a timely basis - she all but admitted that she usually had denials and excuses as an explanation and I imagine that must be frustrating as heck.


Date Posted: 6/6/2011 6:30 PM ET
Member Since: 8/16/2007
Posts: 15,212
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If there is nothing asked of the sender, then I would say that you should mark it resolved. Expectation of a response and asking for one are not the same and if you didn't ask, then I wouldn't expect as many members won't do anything if you don't ask them to. I usually send a PM, then mark it resolved the next day unless the sender gets nasty, then I don't mark it resolved until their nastiness is resolved.

Date Posted: 6/7/2011 12:01 AM ET
Member Since: 12/28/2006
Posts: 14,177
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What Melanie said. 

I've come to realize, if I'm going to mark a book RWAP I need to understand what I need to see to consider the problem 'resolved'.....even if it's merely an apology or acknowledgment that the member will be more careful in the future.  And a time deadline is also important.

ETA - and before marking 'unresolved' you should always check your credit transaction archive.  Some members will simply return your credit and without a pm or any comment whatsoever.

Last Edited on: 6/7/11 12:03 AM ET - Total times edited: 2