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Topic: Wrong book "Ordered", not "Sent"

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Subject: Wrong book "Ordered", not "Sent"
Date Posted: 9/12/2010 12:32 AM ET
Member Since: 1/10/2007
Posts: 1,473
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I got my first RWAP ever.  She meant to order an audio book, but ordered my pb version, which I promptly mailed, first class, no less.  Then she marked my book as "Wrong Book Sent".  I responded that the correct book was indeed sent as ordered and to please mark it as problem resolved.  Requestor did not explicitly ask for the credit back, but said she didn't want to send it cross country.  No response to my response yet.

I'm not obligated to return her credit, am I?

Date Posted: 9/12/2010 12:39 AM ET
Member Since: 2/6/2009
Posts: 1,411
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No, I wouldn't return her credit. She ordered the wrong item and that's her problem. She can easily repost the book you sent her while she waits for her audio book. You did what you were supposed to do and she should honor your agreement.

Of course, I might be a bit harsh. I don't know if there's an actual help document about this; those would just be my thoughts if this situation was dropped in my lap.

Last Edited on: 9/12/10 12:55 AM ET - Total times edited: 1
Date Posted: 9/12/2010 1:15 AM ET
Member Since: 8/10/2009
Posts: 20,210
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I wouldn't return the credit. Erin's response wasn't harsh at all (MHO). You sent what she ordered. She should have realized her mistake when she paid 1 credit instead of 2.

Date Posted: 9/12/2010 1:20 AM ET
Member Since: 7/7/2007
Posts: 4,815
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Susan, if you posted your item correctly and the 4 criteria matched (title, author, ISBN and binding type), and that is what they asked for, the problem is entirely theirs.  If they didn't notice they were ordering print, not audio, and didn't notice that it only cost 1 credit, not 2, that's still the requestor's problem, since she made the error.

If, however, you posted incorrectly somehow and all 4 items (title, author, ISBN and binding type) didn't match between what was ordered and what was sent, that's a whole different kettle of fish.

The Help Center document, "A requestor says there is a problem with a book I sent!" has details on how to handle an RWP transaction, including if you dispute the nature of the problem, which it sounds like you do.

Good luck!

Date Posted: 9/12/2010 3:04 AM ET
Member Since: 6/21/2007
Posts: 2,015
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Last Edited on: 2/3/15 1:53 PM ET - Total times edited: 1
Date Posted: 9/12/2010 3:24 AM ET
Member Since: 1/21/2009
Posts: 11,897
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Sounds to me like she did not pay attention.  It is her mistake and to mark it RWAP is wrong here.  She needs to correct this.  SHE made the error, not you.  I would not give the credit back either.  I think I'd be tempted to email the PMs to TPTB to show that she was the one who was in error here, not you.  Her doing this shows up on your record and it is not right.  In cases like this, I also archive all the PMs just in case.

Date Posted: 9/12/2010 5:07 AM ET
Member Since: 7/19/2008
Posts: 15,485
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I would not bother TPTB over this.  If PBS ever does need to review your account, it will be clear from the PMs that it is her error, not yours.  I would check to make sure the PMs are attached to the order in the transaction archive.  (Click on details, the PMs should be there.)  I would not return the credit.

Send cross country?  Hope she is not planning to return the book to you.

Date Posted: 9/12/2010 7:01 AM ET
Member Since: 8/23/2007
Posts: 26,510
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The same thing happened to me.  Someone wasn't paying attention and thought they were ordering an audio when they were really ordering a hardcover.  They apparently didn't notice that they were only charged 1 credit.  You do not have to refund a credit.  Like Emily says-PBS will be able to tell by looking at your account that this wasn't your fault. 

Last Edited on: 9/12/10 1:23 PM ET - Total times edited: 1
Date Posted: 9/12/2010 7:02 AM ET
Member Since: 8/23/2007
Posts: 26,510
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Oh and when this happened to me, I just point out that she was only charged 1 credit and that the listing clearly says it's a hardcover. 

Date Posted: 9/12/2010 12:53 PM ET
Member Since: 2/13/2007
Posts: 2,276
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When the recipient goes to mark the RWAP "resolved" there is an option that it was marked RWAP in error. If I were you, I would request that she mark that option since it was a mistake on her end not yours!

Date Posted: 9/12/2010 1:30 PM ET
Member Since: 5/10/2005
Posts: 2,367
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Heh. I must be the only one who makes the opposite mistake, but maybe that's because I did!

I tried to order a book and got a cassette tape.  I marked it received and didn't bother the sender (it was my mistake) but I did send a request in to TPTB to make it more obvious.  Getting an audio hurt enough, paying 2 credits for 1 cassette was even worse!

About a week later the big read "this audio costs 2 credit" appeared on the site on audio listings.  I was so very happy and it's stopped me from doing similar again.  I hope it's helped others also!

Date Posted: 9/12/2010 2:35 PM ET
Member Since: 12/28/2006
Posts: 14,177
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No Susan, you should not return the credit.  The mistake was the senders (as pointed out above) and she should mark it resolved due to her own error.  Your only obligations are to send the exact book requested, in postable condition, within the time allowed.  You did all of the above, your obligations are complete.

Date Posted: 9/12/2010 4:15 PM ET
Member Since: 4/24/2008
Posts: 310
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Doesn't seem fair that the OP has a black mark on her record because the REQUESTOR MADE THE MISTAKE.

Subject: It's not Fair
Date Posted: 9/12/2010 5:45 PM ET
Member Since: 6/16/2010
Posts: 433
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No, it's really not fair, but at the same time, part of what I love about this site is....it's not big deal!

I work with a few other sites as well, with one, if for any reason, someone gives you a rwap, they cancel your account!  They eventually give it back but it's a big deal, a VERY big deal.

A rwap or two, as long as it's not a pattern (and no one who worries about it does it on purpose) it's not big deal.  People make mistakes and this is the first site I've joined that seems to understand that.

Date Posted: 9/12/2010 9:39 PM ET
Member Since: 1/10/2007
Posts: 1,473
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Thank you, everybody!  The requestor did mark it "Sender resolved problem"  which I think is the best I can do with this gal.  She didn't mean to cause trouble, just a little confused about the system.  And it's all recorded in the proper dialog stream, so if it's ever reviewed, it's all there.