Book Xchange

Good Morning,

Tia has initially contacted us Via *** for a return. We gladly sent her a message back regarding how we process returns with our template on ***. We are not denying any return of money or product as she is within ***'s allotted time frame and policies. We did inform her that her product was sent as stated technically "NEW" according to ***'s criteria because of the Access Code being unscratched. She has chosen not to respond to us however in acknowledgement of the return. With *** we strictly never issue a refund without product back. This is to protect our self so buyers can't claim product defective and receive money back, which would otherwise be known as mail fraud. We gladly would refund her for this item once we received it back. Each time we send out an access code we open it and write notes to prevent switching operations that occur on ***, these notes include a statement that says something like " Once Access Code has been revealed product is no longer eligible for refund" and includes the *** order ID, Date, and Our company name and initials of the person who packed the item. We also typically put cross hatched marks across the actual scratch to reveal area to prevent someone from applying a new cover sticker on the code and sending back a used code. These are all protections we take for our self, and other customers on ***. Please note our cordial responses to her through *** in the attached screenshots. Tia, must follow the structure *** makes us follow to process a return in order to receive her money back, just like any brick and mortar store has stipulations of how returns are processed, IE must have receipt, must be withing a certain time frame, and original condition. We even offered her to work with *** Customer support, if for some reason her code actually doesn't work(Very Rare, but however does happen, we could resolve this for her), but also would check the code VIA *** to see actually when the code was activated, and by whom it was. We receive many complaints from customers that there code doesn't work, however when confronted with the evidence that it was actually activated under their name, during the time of possession they generally will let us know they got it to "work".

Thanks,

*** @ Book Xchange

Buyer's pictures only show outside of access card.

Info on front is simply a statement to caution about refund eligibility.

Info scratched on back was an accidental mistake in the order ID, not information necessary to access the code, this is how we identify each product shipped and prevent purchase and swap operations. We also add cross hatching over the scratch to reveal portion of our codes to prevent removal of the sticker and replacement by fraudulent purchasers, as an extra cautionary measure. Please review two sample pictures we have included that identifies these markings. One prior to being marked, and one marked ready for shipment.

Buyer has not acknowledged receiving an email from us, which could be due to their own personal account settings via ***, which blocks seller contact. As shown in prior statement the images do represent that we did actually make best effort to reach out to buyer, and explain the process. We have not tried to misrepresent any of our products in this situation, as we stand behind all of them. Procedure still will be followed per ***s guidelines, and refund will be made when the item is received back.

On regards to the statement of the item being wrapped, we order from all major publishers access codes, and not one sends out codes shrink wrapped. The most done is a sealed tape sticker, or some temporary tacky glue to hold the folded page closed. For access codes, NEW means code unused with the scratch off field not revealed, USED mean code has been scratched, revealed, and activated, at that point all it is is a piece of paper, which we would never resell due to them only being one time use.

Buyer was able to find our contact information, and able to file this complaint. If they did not receive our initial email contact, we question why that we didn't receive a call directly at our store to help with resolution of this issue, as we only have the option to contact via email through ***, no personal information is shared to us in regards to the buyer.The buyer here has made every attempt at leaving us negative marks, however has not given us an opportunity to help or make it right. We have now been suspended temporarily on ***'s platform because of this issue, had our products removed, and left with a negative feedback on our account, along with the complaint here with Revdex.com.

We look forward to resolving this manner by refunding the customer as soon as we have received the item back to our store.