I posted some books to my shelf last week. I put them on my tbr pile first to see if they were the wishlisted versions.

The member of one of them waited until the last possible day to request the book which was Friday.I sent it out the next day Saturday. They received it this morning and marked it received as wrong version.

But I know I sent the right version because I posted it right from my TBR pile and i double checked the ISBN and the book type. they are now demanding their credit back  but not because its the wrong version which it wasn't but because it was an ex-library book. and then telling me i should have sent them a pm informing them of this fact.

and claiming they had requestors conditions in place. they had/have no requestors conditions.

what would you do? refund the credit or tell them no. here is the E-mail/PM i got about the book.

Problem: Wrong Book--Different Binding or Version

The member to whom you shipped your book 'Monkey (Five Ancestors, Bk 2)' has sent you this personal message:

"You may want to let people know that a book came from a library. Many people who are looking for books to complete collections, myself included, do not want books that have stickers on them." You Should have sent a PM letting me know beforehand.

You did get credit from the system for sending the book. ***The requestor is asking you to refund credit for this book.***

For more details about this problem and how to handle it, please refer to the email sent about this transaction.

this is the version i sent that was on their wishlist.

Another question do i contact PBS and let them know that this member is lying/using the wrong version feature simply because they don't like that they got an ex-library book? which would be a missuse of the feature and not what it was intended for?

Respond politely with the truth.  

"The correct book was sent.  Ex-library books are permitted per PBS rules.  I will not be refunding your credit."

That's all.  If this member complains, so be it.  Go from there.  You are not required to refund a credit simply because it is asked of you, nor will such a complaint hurt your PBS standing.  Ex-library books are very clearly permitted.  You've done nothing wrong, so don't feel bad.  You are obligated to respond to the person messaging you, but you DO NOT have to do what they want. 

What Marissa said

My only additional suggestion might be if they do not wish to receive former library books, the member should add an RC to her account to avoid this situation in the future.

Unless the member persists or becomes rude, you do not need to contact PBS admin at this point.

"The correct book was sent.  Ex-library books are permitted per PBS rules.  I will not be refunding your credit. Please go to your Transaction Archive where you will find a Followup button and mark that you marked this book as a problem in error. Ex-library does not make a book an incorrect version (please read the Help Center for the proper definition). For future requests if you do not desire ex-library books use the Requester Condition system to notify senders of your special request. If you believe that you should have had an active RC on this request, please send in Feedback and let the site know there was a problem with your RC not showing up on one of your requests."

Please be polite.  Please do not refund the credit to a member misusing the RWAP system. 

Any RC will show up on the book order details.

Make sure that you send any PMs from the book order details, not directly to the member.  This will archive your response with the order details, making it clear what happened to the PBS staff.

I had a similar thing happen to me.  Posted a sought after cookbook that was a former library book.  The requester had no RCs in place but tried to get her credit back by claiming the book was a library binding edition. It was not.

Problem: Wrong Book--Different Binding or Version

The member to whom you shipped your book 'The Moosewood Restaurant Cooking for Health: More Than 200 New Recipes for Delicious and Nutrient-Rich Dishes' has sent you this personal message:

"Hello, I ordered this specific book binding because you listed this book as a regular Hardcover. To my dismay, you sent me this book in a retired library binding. "

This was my reply:

I listed this book using the ISBN provided on the back cover of the book itself which must have been the ISBN you had on your WL or it would not have gone to you in first place. It is a former library book, but you did not have an RC specifying that former library books were unacceptable. I'm sorry if this is a problem for you, but with no RC, I don't see where I owe you a refund. The book was listed correctly, using the correct ISBN, you had no RC against former library books, and PBS allows former library books, so I'm not seeing an error on my part in this transaction. Since there are over 30 members still wishing, you may repost this book and recoup your credit that way, but in this instance, I do not feel that I owe a refund.

I think some people don't know in getting older sought after books that the most accessible source is ex-library books.  There's a certain book I would love to have.  It will probably be an ex-library book, and that's fine with me. 

I'm seconding Emily.

Please don't refund the credit. I realize it is often easier to give in and avoid the drama, but if you give in they will probably do this to someone else

I had someone ding me with a wrong edition RWP one time too.  They had thought they ordered an audiobook when they had ordered a hardcover.  My person was very nice when I explained that I had mailed the correct book.  This was before you could mark an RWP as resolved and it never bothered my record in anyway.

Don't give them the credit and be polite.  If they keep pestering you than contact PBS so they can give them a warning to cease and desist. 

If the binding, title, author and ISBN of the book mailed matched the PBS listing, the requestor cannot correctly mark it as RWAP unless an RC was in place at the time the book was requested. Ex-lib books are allowed by the site and senders do not have to PM the requestor before sending ex-lib books. In cases where a requestor may claim they had an RC in place, the Transaction Archive will show the requestor's RC at the time the book was requested, and any modification of a requestor's RC after the fact will not apply to that transaction.

Be polite, but do not be bullied into refunding a credit if the correct book was sent and the PBS rules were followed. If the requestor has an issue with this, you can include a link to this forum topic (http://www.paperbackswap.com/Member-Misusing-Problem-Order-Feature/topic/295165/) in your PMs to the member.

I have just had it happen to me again.  A person with "Requestors Conditions" indicated problems with the book I sent and wants a credit.  If it didn't meet the conditions, I wouldn't have sent it.  And I feel like PBS has skewed that feature against senders.  If I don't answer her issue "satisfactorily", I get a derogatory mark on my PBS account.  She asked for a refund for a book I know was in good condition when I sent it.  I am sure she considers getting the book credit refunded the satisfactory response.  So I either lose a credit I earned (correctly) or I get a black mark on my account. 

I feel like you can't win with people that post RC's.  My first thought is always to just say no, but PBS even makes that hard to do now.  And I read somewhere on this site that you can get in trouble for refusing to send to people with RC's.  But I feel like it just sets RC Requestors up to get books for free, saying books didn't meet the conditons and then getting their credits refunded.  Does PBS track how often people with RC's reject shipments for problems and then get refund credits?  I feel like this has the potential for abuse. 

So I either lose a credit I earned (correctly) or I get a black mark on my account.

There is no such thing as a "black mark" on an account. That is just how we talk about it in the forums for lack of a better description.

PBS expects that there will sometimes be disagreements about the suitability of books traded at PBS. They have designed a whole method of dealing with that so that they do not need to get involved in trades.

If you get a RWAP, either deserved or undeserved ...  nothing at all happens to your account.

So, if you get into a RWAP disagreement with anohter member, be polite, communicate an answer to their complaint,  and make a decision that you feel is correct.

That is what PBS expects. There is no pressure for a sender to give unwarranted credit refunds to avoid "black marks" ... there is no such thing as a black mark.

Sometimes people think they get a wrong version of a book if the cover is different..

I had someone complaining to me about it but we handled it in pm..

You did nothing wrong.  Simply refer her to where it says ex-library books are okay.  Explain she needs to write that in her RCs, that she does not want ex-library books or otherwise she will get other ex-library books without that written into her RCs.

I would also ask PBS to please contact her and to help explain about the ex-library books are allowed.  If they contact her, perhaps she will be more understanding of her error.  She needs to mark it as marked in error.  This was her fault.

I do have RCs and some simply refuse a request because of I do have RCs.  That is fine though I  ask politely that the reasons/response be pleasant, not sarcastic or name calling and I do not ask for new books.  But neither will I accept books that do not follow PBS' rules with regard to book conditions in order to be posted.  Some books I have received have been absolutely gorgeous, like brand new.  And I also get books that are on their last page/leg and have been taped, glued or left exposing the binding.  It varies greatly since one person's idea of good condition can be a requestor's unpostable/nightmare.  Everyone needs to READ the rules and to follow them.

I have the 'no smoky or mildew smell' RC and have gotten 6 smoky books so far this year plus one with a heavy floral scent which I suspect was used to try to cover a 'bad' smell.  It sometimes takes months of treatment to erase a smoky smell depending on how severe it is and some never become totally clear of the smell which affects my allergies and asthma. I have had no success in complaining with any of these whereas in past years I have sometimes 'won' when I filed a 'did not meet RC' complaint.