Claims returned

Claiming an Item Returned (General)  -- Claiming an Item Returned (Flow Chart)

When a patron claims to have returned an item, there is a circulation wizard to handle the process.

The claims-returned date must be set to the due date to keep fines from accruing on the item.

The Item:

  • Shows in the catalog as Long Overdue, Unavailable.
  • Shows on either the user’s ACTIVE check out list or on the INACTIVE list. The item stays on the user’s list until the item is returned or the library manually handles it.
    Note:  If the item was claimed returned after the lost notice was generated, the item displays on the user's INACTIVE list.
  • Does NOT display on their user’s checkout list
  • Does NOT display in My Account in the catalog
  • Does NOT go through the lost-assum processing

The user does not get any further notices on the item.

The claims-returned counter is incremented for each item and an alert showing the number of claims returned items displays when the user record is called up. The counter does not decrement if the item is returned. The counter can be reset manually in Modify User (privilege tab)

CLAIMS RETURNED PROCEDURE

-- All libraries should start using Claims Returned(CR). We have drastically changed the procedure to make it quicker and easier to use. This provides better customer service and is a way to ensure that all libraries look for all the items their customers reported returned.

  1. Staff at library that is talking to the patron does the Claims Returned process regardless of who owns the materials.
  2. Do not simply renew the item if the patron says they returned it. Use CR process:
    1. Look up patron checkouts
    2. Right-click on item patron “returned”
    3. Choose Claims Returned
    4. Set the Claims Returned date as TODAY'S DATE (date patron contacts you). NOT the due date. This is so folks know how long to look for the item.
    5. Warn the patron that, although you believe that they returned the item, they will still be billed if the item doesn’t show up in 6 weeks. Assure the patron that you will look for 6 weeks and that they should look also.
  3. Claims Returned reports will be emailed to each library on Wednesday
    1. ALL libraries need to look for ALL Claims Returned items in their library.
    2. Print the Claims Returned list and look for ALL items weekly for 6 weeks.
  4. When Claims Returned date on one of your items hits the 45-day mark:
    1. Look up the patron
    2. Go to Checkouts
    3. Right-click on your Claims Returned titles
    4. Mark the item Lost, which automatically bills the patron(allowing library to modify bill price as necessary).
    5. Go to Patron Bills and Right-click then “Edit Bill Note” to indicate it was for a Claims Return. “CR not found in library. XX-firstnameLastInit mm/dd/yyyy”
    6. System will notify patron of bill added to their account