Help Center - A requestor says there is a problem with a DVD I sent!

There are three types of problem options that a requestor can choose from when marking a DVD received:

• Wrong DVD

  • This means the DVD did not match the listed item OR that the DVD was an inappropriate item (such as a burned copy) and should not have been posted for swapping at SwapaDVD
  • 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 AND IS NOT PLAYABLE, either through bad luck or due to inadeqate wrapping technique
  • 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.

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.   We can't intercede in individual problems, but if an account shows a pattern of problem sending, we will intervene.  In all cases of Problem transactions, the receiver does NOT have to send the DVD in question back to the sender.

If you are contacted by a requestor about a problem transaction:

• Please be courteous:
  • The requestor MAY have clicked the wrong button, or may be mistaken about whether or not the transaction was actually a problem, but that could be because she or he is new to the site, or is not clear on the rules.
  • Everyone makes mistakes sometimes. Gentle handling of this situation will minimize unpleasantness.


• We know that no one wants to have problems with their transactions!
  • Please do not take it too much to heart if you have a DVD you sent marked received with a problem.
  • If you did wrong, simply learn from this, and resolve not to repeat the error.
  • One problem transaction will not mar your account! However, a pattern of poor sending will jeopardize SwapaDVD membership. Best to learn from errors before it is too late: see specific information about the different "Problem Transaction" scenarios below.


• A requestor does NOT have to return the item in a "problem" transaction
  • if the sender wants the item back, he or she should send postage or a credit to pay for its return.


• The vast majority of swaps take place at SwapaDVD without a problem
  • also the vast majority of problem swaps are settled easily between the swappers. (We cannot adjudicate on individual swaps.)
  • If you and the requestor cannot come to a happy resolution, you both need to put this behind you and move on. There are too many good swaps to be accomplished at SwapaDVD to focus on one bump in the road.

•  Member-to-member communication is very important at SwapaDVD.
  • We do not expect our members to agree in every case, or even to reach a satisfactory resolution to a problem transaction, but it is never acceptable to ignore a PM from a member with whom you have conducted a swap, as long as the PM is appropriate and asks for a response.
  • If one member ignores PMs, we may step in; although we cannot assess the truth of a situation, if one member is refusing to communicate with the other, that member may be judged as "in the wrong" for this reason.
  • Also, the system does track resolutions to problem transactions, so too many unresolved "problem" transactions can mar a sender's account far more than the same number of resolved "problem" transaction will.

If your DVD has been marked as a "Wrong DVD"

• This means that the DVD did not match the listing for the item in ONE or MORE of the necessary aspects: Title, Format, Disc Count or UPC.  Nothing else about a listing needs to match.
  • You can review the listing you used to post this DVD easily from your account:
    • If the DVD has been marked received,  the transaction will be in your Transaction Archive
    • If it has not been marked received yet, it will be on your DVDs I've Mailed tab in My Account.
    • In either place you can click the title of the DVD to see the listing that you used to post the DVD.
      • You can get to the Transaction Archive by clicking Transaction Archive in the menu that drops down under My Account in the toolbar at the top of any page on the site.  You can read more about how to use the Transaction Archive in the Help Center, accessible from the toolbar at the top of any page on the site.
      • You can get to the DVDs I've Mailed tab by clicking My Account in the toolbar at the top of any page on the site, and scrolling down if necessary to see this  tab, then clicking it.
• • If the wrong title or format came up when you used the UPC to post this DVD, then you should not have used this listing to post the DVD.
  • If the DVD is not merely the wrong version, but a completely different DVD than the one requested,  this was probably an error.  This happens when a sender puts the wrong DVD into the wrong wrapper. Please see this.
• OR



 
• Your DVD was an inappropriate item (should not have been posted for swapping at SwapaDVD)
  • This includes burned copies of DVDs
  • Posting burned copies of DVDs will jeopardize your membership in the club.
  • If you posted an inappropriate item, you should refund the credit to the requestor.

If your DVD was marked as "Damaged by Sender"

• This means the DVD was damaged or not playable, and the damage does not appear to be attibutable to the USPS.
   
  • You still received credit for mailing this DVD, but any account showing a pattern of sending out damaged DVDs will be suspended and their account will be in jeopardy.

If your DVD was marked as "Damaged by USPS"

• This means the DVD was damaged en route by USPS.
  • USPS has a superb record of delivering packages intact, but accidents do happen. If the package was wrapped properly and this was just bad luck, then you do not need to refund the credit.
  • If the method with which the DVD was wrapped could have contributed to its damage en route, you should read here for guidance in wrapping a DVD. The main points are:
    • Be sure the DVD disc(s) will not slip around in the case while en route: a small piece of bubble wrap, or even a crumpled piece of paper towel, inserted between disc and case can prevent this from happening.
    • use plenty of tape (2-inch shipping tape, not Scotch), especially to reinforce corners and seams.
    • Of course no part of the DVD case should have been left exposed, and tape should not have been applied directly to the DVD case.
  • You still received credit for mailing this DVD, but any account showing a pattern of sending out DVDs that are damaged by the USPS will be suspended and their account will be in jeopardy..

Related Links:

What can be listed for swapping here?
How to Wrap a DVD for Mailing
How do I give credits to other members?
Movie Formats