Wednesday Hint 10/29/2008

Claims Returned

This is OWLSnet policy: Libraries may only use Lost or Claims Returned for their own items. If a library marks materials not owned by that library as Lost or Claims Returned, they may be responsible for reimbursing the owning library for the cost of the item. If a patron claims to have returned an item owned by another library, the patron or library staff should contact the owning library.

To make an APL item claims returned, use the patron’s list of checked out items, highlight the item, and click on Claims Returned. Then choose option number 3, which is to leave items checked out (send overdue notices) and change status to claims returned. (If you accidentally choose another option, leave a note for a supervisor so that it can be fixed.) You can make it Claims Returned if it isn’t due yet, if it’s overdue, or if it’s billed—this doesn’t matter.

Tell the patron that this process puts the title on a list for us to check the shelves. Then ask them to keep checking at home and in their car as well. We can’t notify them if it is found, primarily because if someone else finds and checks it out, it automatically comes off the card without a charge. They can check if the item is still on their account by using My Account in InfoSoup on the internet or at the circ desk when they come in.

It is best to use this process, because the title is put on a list for us to check, but if the patron wants to renew it, go ahead. Don’t do both a renewal and a claims returned. Renew it and leave a note for Janet (or Janet’s backup) to check the shelves. Or check the shelves yourself – be sure to check its normal collection, a related collection, in sorting, in our collection of things with missing parts, and on the damaged shelf.

Janet will put a note in the record after she checks the shelves. If you notice one of these notes, and then find that the item is no longer checked out on the card, please remove the note.

If there is a note, the item is still not found, and the patron wants us to check again, repeat the claims returned process on the same item. That will put it back on Janet’s list so that she can check for it again. Janet does go back and check through her lists of these titles, mostly to remove the notes if they are no longer relevant, but repeating the process will make her look for it again sooner.

If you are the one to find a claims returned on the shelf, check it in. Then make sure to waive the fines.