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Topic: Wrong Book Received; Sender not Responding

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Subject: Wrong Book Received; Sender not Responding
Date Posted: 8/3/2010 8:53 PM ET
Member Since: 5/27/2005
Posts: 2,390
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We requested a recently re-issued version of a book; received an older, very yellowed, in our opinion unreadable, non-ISBN version of the book. marked RWAP & contacted the Sender. She told us 1st of all that she thought that what she was sending us would be okay because it was a valuable, hard to come by book that she could have sold for over $40.00. 

Then, when we told her we wanted our credit returned & that we would return the book is she cared to pay for return postage, she told us never mind, it wasn't worth it. 

BUT she has still not returned our credit. I've now sent three add'l messages reminding her that it is her obligation to return our credit ... no response.

Suggestions?

Kelly

Date Posted: 8/3/2010 9:05 PM ET
Member Since: 8/25/2007
Posts: 13,134
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It's not her obligation to return the credit. It would be nice if she did, but she is not required to.  You do have the option and right to mark the transaction as being "not resolved by the sender".  You might want to send her one more PM, giving her a specific date by which to return your credit, and state that if she chooses not to, you regret that you will have to mark the transaction as not resolved. 

Date Posted: 8/3/2010 9:17 PM ET
Member Since: 2/21/2009
Posts: 2,925
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Edited since I gave you wrong information. (Sorry!)

Last Edited on: 8/3/10 10:07 PM ET - Total times edited: 1
Date Posted: 8/3/2010 9:49 PM ET
Member Since: 4/7/2008
Posts: 15,690
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You are wrong, Jodi. Wrong ISBNs fall within the official problems - in fact, the part that you have highlighted - so Kelly was right in marking it RWAP. You are confusing it when people receive a totally different title...in that case, the book shouldn't be received because it wasn't even the title the requestor was expecting.

Kelly - The only thing you can do at this point is do what Dawn suggested - send another PM, give a deadline and if the person doesn't refund your credit by then, mark the problem unresolved and move on.

Date Posted: 8/3/2010 10:12 PM ET
Member Since: 5/27/2005
Posts: 2,390
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Very good. You have answered my questions, confirmed my understanding of the rules and thus it is.

Thanks for your quick responses & informative replies,

Kelly

Date Posted: 8/4/2010 2:05 PM ET
Member Since: 5/27/2005
Posts: 2,390
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Hello all. The PBS Librarians intervened and retrieved my credit from the Sender.

Quoting from the PBS team ...

Because this sender did not dispute the nature of the problem (she admitted there was no ISBN printed on the book she sent you, but she used a listing with an ISBN), we were able to intervene here.  We can't intervene if there is a dispute about book condition.

We refunded this credit from the sender's account to yours, and sent the sender an email explaining the situation, and also explaining that you are not obligated to return the item without postage to do so.
 

So, yay for PBS! And, thanks again for everyone's help & advice,

Kelly



Last Edited on: 8/4/10 2:06 PM ET - Total times edited: 1
Date Posted: 8/4/2010 4:26 PM ET
Member Since: 8/26/2006
Posts: 9,321
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Great outcome, Kelly!

Date Posted: 8/4/2010 4:30 PM ET
Member Since: 11/30/2007
Posts: 4,953
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Well this turned out to be interesting. I guess a lot of us are not in the knowing that she did indeed owe you a credit. Good for you in contacting the PBS team and good for them in resolving this situation. Makes sense in what they said about her not disputing the nature of the problem and thus owing you a credit. Sometimes it just pays to ask them what to do.

Date Posted: 8/4/2010 10:46 PM ET
Member Since: 5/27/2005
Posts: 2,390
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I actually got a tip (via personal message) from someone who had read this forum. She told me to contact PBS and include the entire message exchange between me & the sender. I shall let her decide whether or not she wants to reveal her identity, but I must give her credit ... she had the right answer, all I did was follow her advice.

The PBS system is just wonderful - as are *most* of the PBS people!

Kelly

Date Posted: 8/5/2010 2:20 AM ET
Member Since: 5/18/2007
Posts: 13,182
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Wrong place! Ooops



Last Edited on: 8/5/10 2:21 AM ET - Total times edited: 1