From the help center:
A book I sent is lost in the mail!
If your book does not arrive by the 26th day after you marked it mailed, it will be declared lost in the mail at PBS. This does not mean that the book is actually lost; it may simply be delayed en route. Also, the requestor may be away from home and unaware if the book has arrived. If so, he or she can mark it received from his or her Transaction Archive when he or she returns home, and credit will be granted when she or he does that.
A book sent to an active member at PBS will not earn credit until the requestor marks it received, unless PBS Delivery Confirmation is used to send the book.
If a book you sent is declared Lost in the Mail at PBS:
If you sent the book with PBS-DC and it has been recorded as delivered by USPS:
- As the sender, you should call 800-ASK-USPS or go to https://postalinspectors.uspis.gov/forms/MLNtRcvd.aspx (the Postal Inspection Service's website) and input the information online there . This will help USPS try to recover your book if it truly has been lost in the mail.
- This form at USPS is titled "Mail Theft"
- This does not mean only theft of mail. USPS categorizes any mail that does not arrive or that is tampered with as "mail theft".
- The choice that should be made under "Class" if Media Mail was used is "Parcel Post"
- You can get the information about the transaction from the Transaction Archive:
- Click "Transaction Archive" in the menu under My Account in the toolbar at the top of the site
- Click the Request Details link on the right of the "lost in mail" transaction
- If you need more information (such as requestor address) you can ask the requestor in a Personal Message for that information.
- You can use the button on the transaction to contact the requestor.
- If USPS does return your book to you, and it is undamaged:
- You should ask the requestor (using the button on the Lost transaction in your Transaction Archive) if she still wants it.
- If she does, you can re-send it. If she does not, you can repost it.
If you sent the book with DC purchased elsewhere and it has been recorded as delivered by USPS:
- If the requestor has not marked the book received by a week after the delivery scan, contact us. We will look into it.
- You will already have gotten your credit when the barcode was scanned by USPS.
If you sent the book with PBS-DC and it was never scanned (this does happen, rarely), contact us.
- Contact the requestor from the "lost" transaction in your Transaction Archive.
- If the requestor does not respond to your PM within a few days, contact us and we will look into it.
- We cannot grant credit for DC purchased outside PBS, but we can check if this requestor has become inactive.
- PBS could not give QuickCredit if our system was never notified of a barcode scan.
- If your sending record is good, you will get your credit for sending the book. This is the CreditAssurance part of PBS-DC.