I ordered a hardcover copy of a book, but received a paperback from the swapper.  I marked it wrong book received (it was even wrong ISBN), and asked for my credit back.  I also told the swapper that I needed an additional credit if they wanted me to send the book back.  The swapper gave me one credit, but is withholding the second credit until they receive the book back.  I could have sworn that it says somewhere in the help documents that they must provide both credits up front, but I can't seem to find it.  Anyone know where that bit is?  The swapper insists that credits are only provided when books are received.

Sara,

Follow the link below.  About 1/2 down it explains about returning a book.  The sender has to give you compensation for postage if they want the book back.  This maybe a case where you should keep the credit for the wrong book and let it go.

A requestor says there is a problem with a book I sent!

I agree. If you can't come to an agreement, keep the book. You're not obligated to return it.

Jeri,

NEVER ignore your PMs.  That is one thing that will get you in hot water at PBS. It is okay to disagree about how to handle something, but do not ignore another member.  PBS will get involved if you are ignoring PMs from someone about a transaction or if someone you are working with begins ignoring your PMs. 

At this point I would assume that she does not want the book back.  If she requests the book back again, continue to state that you will return the book only after you receive a credit to cover the cost of postage.  Alternately, you can just state that you don't return books received with a problem.

You don't have to keep arguing with her if you can't come to an agreement.  You should simply copy & paste the info Jeri posted above, and tell her the link to that info is in the transaction dialogue and the email she got from PBS.  Say you'll be happy to return the book when you receive the additional credit, and if you don't receive it, you will assume she doesn't want it back, and then mark the problem resolved.  But if she persists in contacting you & asking for the book to be returned without giving you the credit, you can refer the matter to the PBS team.

Thanks guys.  I sent the person another email outlining the rules.  If they still try to force the subject, I'll just tell them that I am no longer willing to return the book and I'll post it myself.  It's a shame this is taking so long because the paperback that I have here is wishlisted!

The only real emphasis the help docs place on responding to PMs is regarding the initial PM that a sender gets from the receiver in the transaction dialogue.  Something to the effect of "If a requestor sends you a PM about a problem swap, you need to reply and resolve the problem..." - I'm not looking at it right now, but that's the gist of it.  There is a bit more after that on not responding and it *could* read a little ambiguously, but they make it clear enough (IMO) that they're talking about senders responding back to the receiver about the problem swap, and those paragraphs are part of the instructions on what to do if you are a sender, and a receiver says there's a problem with a book you sent.  On the receiver's end, there is an entirely different set of instructions, and they don't specify that you have any obligation to communicate with the sender beyond what Sara has already done.  You PM about the problem while you're marking the book RWAP - so that it is attached to the transaction record - or pull it up in your transaction archive & PM from there, & it proceeds from there, basically as far as you care to continue, until you submit your follow-up.  They obviously recognize that some of these exchanges are going to come to a stalemate, which is why they basically advise you to focus on the many positive swaps at PBS and move on, blah-blah-blah...  As a receiver, you have an obligation to communicate the nature of the problem to the sender & ask for a credit refund, if you want it, and then submit a follow up when the matter is either resolved or not.