Has it been 26 days since you last logged in? If so, the system automatically logs them as rec'd when the sender never logs in. Had you logged in, it would have logged them lost, but if you never logged in, then it assumes you are an abandoned account. You will need to go to the Help Center to see what you need to do now.

This happened to me. I sent an email via contact us, and they moved it to the lost in transaction section. I also got my credit back.  I think if you don't respond to the reminder emails, the books get marked as received by the system.

I never did receive that book.

It's also possible the person used DC and got quick credit and the system marked it received because of that -- but the books are lost in the mail.

Mary, perhaps the person had their account cancelled by R&R for some reason. I think when that happens, the system automatically closes out any pending transactions. Not sure though. I would contact R&R if you still haven't figured it out.

Cheryl

I just had a book turn up missing, and i just got the point back even though i never responded to the email. It does say "If you have NOT RECEIVED this book yet, then please ignore this email and let's give it a few more days."

ETA: i found this on the website Help: If you have not marked the book received yet, do not do so.  You will continue to get the usual auto-emails from PBS asking if the book has arrived; open and read them, and follow any instructions within.  If the book hasn't arrived by the 26th day after it was marked mailed, then PBS will declare it Lost in the Mail and you will get your credit back.  If the book does arrive after that, you should mark it received from your Transaction Archive.

Megan -- that's only for the case where you get an empty envelope from the Post Office.