Help Center - There is a problem with a DVD I received!

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The vast majority of swaps take place without a problem at SwapaDVD.  But of course nothing is perfect!  "Official" problems are marked as such during the process of marking the DVD received (see below for instructions); "unofficial" problems are marked received normally, and the problem(s) can be described in the optional "survey" portion on the lower part of the DVD Received page.

We cannot mediate individual problem swaps at SwapaDVD.  We can't adjudicate from a distance; moreover, the club is large enough that even intervening in the small percentage of disputed transactions would not be possible time-wise.  This is why marking a problem swap received "with a problem" is so important.  If a sender's account shows a pattern of problems, we will intervene and the sender may be expelled from the club.

All problem transactions, once they have been marked "Received with a Problem", will be archived in your Transaction Archive.  The sender DOES get credit when the DVD is marked received with a problem.  In all cases of Problem transactions, the receiver does NOT have to send the DVD in question back to the sender.

The "Official" problem options are:

  • Wrong DVD
    • This means the DVD did not match the listed item in ONE or more of the following aspects--Title, Format, Disc Count or UPC OR that the DVD was an inappropriate item (such as a burned copy) and should not have been posted for swapping at SwapaDVD OR that the DVD was sent without a case and/or original cover art
    • Posting burned copies of DVDs to your DVD Tower at SwapaDVD will jeopardize your membership.
  • Damaged by Sender
    • This means the DVD was not playable when it arrived, and the damage was not attributable to USPS damage en route
    • Do NOT mark a DVD "Damaged by Sender" if the DVD is playable. Use the comments box when marking the DVD received to describe any damage that does not render the DVD unplayable.
  • Damaged by USPS
    • This means the DVD was damaged en route, either through bad luck or due to inadeqate wrapping technique
    • This includes DVDs that appear to have been poorly packaged for mailing by the sender.
    • Do NOT mark a DVD "Damaged by USPS" if the DVD is playable. Use the comments box when marking the DVD received to describe any damage that does not render the DVD unplayable.

Click here for instructions on what to do if your DVD arrives with an "official" problem as described above.

The "Unofficial" problem options are:

Click here for instructions on what to do if your DVD arrives with an "unofficial" problem as described above.

DVDs that arrive from a canceled transaction and DVDs that arrive after having been declared "lost in the mail" at SwapaDVD, are not considered "problem" swaps

 


 

Related Links:

I received a DVD that was 'lost in the mail'
A requestor says there is a problem with a DVD I sent!
Can I see my past transactions?
I received 2 copies of the same DVD!
USPS returned my DVD to me damaged!
Getting Around the new SwapaDVD--where IS everything?
I received an empty case (or empty wrapper)--no DVD (no disc) inside!


 

DVDs that arrive with one of the "official" problems listed above (Wrong DVD/burned copy of a DVD, unplayable, Damaged by USPS) need to be marked "Received, but with a problem" from the En Route to Me tab in My Account. 

  • To do this:
    • Click on the transaction
    • Click
    • Choose from the Problem options.  
    • You will then be given the chance to describe specifically what the problem was
      • This will generate an email from SwapaDVD to the sender notifying them that she or he has had a DVD marked received with a problem.
      • You will be sent a message saying that your credit will be refunded shortly after review.
      • Please remember that it is entirely possible that you received the problem DVD from a different sender. 
        • If an earlier sender sent a DVD but never marked it mailed, you could be getting 2 copies of this DVD, and the "problem" copy would not necessarily be the active transaction on your En Route to Me tab.
        • Please see the Help item I received 2 copies of the same DVD! for more information about this situation.
  • Doing this grants credit to the sender; it also records a Problem swap on his or her account record.
    • We will not adjudicate individual problem swaps
    • We will intervene if a sender's account shows a pattern of problem sending
    • You do not need to contact us if these steps are followed!

 

 

DVDs that arrive with one of the "unofficial" problems listed above

  • Do NOT use the button.
  • Click
  • Then use the "comments" box on the next page (at the bottom of the page) to provide more information about the swap
    • only we will see the survey information you provide in the box at the bottom of the page
    • the text box at the top of the DVD received page will be sent in a PM to the sender.
  • This will not record the transaction as a problem, but we will review the comments if the sender's account is flagged for a pattern of problem sending.

If a member (sender or requestor) is rude or abusive during a PM exchange about a DVD, we can be notifiedWe will review the PM exchange and take action commensurate to the offense.

 


Related Links:

I received a DVD that was 'lost in the mail'
A requestor says there is a problem with a DVD I sent!
Can I see my past transactions?
I received 2 copies of the same DVD!
USPS returned my DVD to me damaged!
Getting Around the new SwapaDVD--where IS everything?
Movie Formats