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Evening and Weekend Guide

Claims, Missing, Lost and Damaged Items

This page provides guidance on actions to be taken in the event an item is missing, lost or irreparably damaged. Missing, lost or damaged items will typically fall into one of the below categories: 

  • Claims Returned: Items that a patron has claimed to have already returned that are still showing on their library account. 
  • Claims Never Had: Items that a patron has claimed to have never had that are showing on their library account. 
  • Long overdue: Items that are over 56 days overdue (8 weeks) that have been automatically marked as lost by the system. A replacement fee is also automatically added/waived upon return. 
  • Claims Lost: Items that a patron has claimed to have lost that are still on their library account. 
  • Missing: Items that are missing upon shelf check (i.e., when completing the pull list or finding an item on behalf of a student). 
  • Damaged while on loan: Items that are irreparably damaged when on loan to a student. The student is considered responsible for the item. 
  • Damaged: Items that are irreparably damaged when not on loan to a student (i.e., when on the shelves). The library is considered responsible for the item. 

Please note: where patrons have lent items on their account to other patrons, they are fully accountable for the item. If it is lost or damaged, they will be required to pay the replacement fees. The only exception to this rule is where both the patron and the person it was loaned to agree that it is the responsibility of the latter (this will be confirmed via email, phone, or in-person). 

Claims Returned, Claims Lost, or Claims Never Had

An item is "Claims Returned" when a patron advises that they have returned an item, but it is still on loan to them. An item is "Claims Never Had" when a patron advises that one or several items on loan to them have never been in their possession. An item is "Claims Lost" when a patron believes they have lost an item on their account. 

In each of these situations, you should conduct a cursory search of the shelves in the first instance. If the item is located, contact the patron as soon as possible to advise. Use the Missing Book Checklist, below, to ensure your search is thorough. 

OCLC Classify link (to check other possible classmarks)

Before advancing to the below steps, ensure that the patron definitely does not have the item at home. You may wish to send the patron a picture of the item's cover to help them locate it. 

Please note: There have been a few instances of loaned items being carried across incorrectly to WMS, meaning that they are appearing on the wrong accounts. This has led to several "Never Had" claims.  If you believe this may be the case, refer the claim to AN immediately and do not proceed with any of the below steps. 

[All Staff]

  1. Print the Claims lost, Returned or Never Had form and complete. 
  2. Ensure that the item has been renewed for a minimum of three days to prevent it from becoming overdue while more thorough searches are completed. 
  3. Verify if there are any reservations on the item and record as appropriate. 
  4. Contact the patron using the "Claims Lost, Returned or Never Had - Email 1" macro.
  5. Place the Claims Missing, Returned or Never Had form in the E&W drawer in the back office. It is essential that all E&W team members check this drawer at the beginning of each shift. LSAs should also endeavour to notify the E&W team that it is there.
  6. It is our policy to conduct one detailed search, followed by two quick searches over three consecutive days. To this end, the E&W team must conduct the one detailed search in the evening, followed by two quick searches over the following two days. Use the Missing Book Search Checklist, below, to help you with the detailed search. Shorter searches will involve browsing shelves & return trollies.
  7. If the item is located, contact the patron as soon as possible to advise and apologise. Dispose of the claims returned form. 
  8. If the item is not located, put the form in the upstairs LSA Customer Services in-tray for processing.

Upon return, charges associated with claims returned items will automatically be waived by the system. If the patron supplies a replacement copy, charges can be waived manually. 

[LSAs] 

  1. Check the Customer Services in-tray daily for new forms. When processing the form, ensure that all checks have been completed and the patron has received their first email. 
  2. Contact the patron using the "Claims Lost, Returned or Never Had - Email 2" macro.
  3. Navigate to the accession record of the item and identify its cost. If the cost is not recorded search the ISBN/title in Amazon/Coutts OASIS to establish an approximate cost and edit the accession record to reflect. 
  4. Navigate to the patron's account and select the item and click 'Change Status' at the bottom of the page. Click 'Claimed Lost' from the drop-down. If there are charges listed in the accession record, these will automatically be added to the patron's account. These charges can be waived if the patron supplies a replacement copy and will be automatically removed should the item be returned. 
  5. If the lost item is the only remaining copy, you will need to contact any reservers to advise them of the situation (you can use an edited version of the "Reservation Not Found - Missing Item 1" macro). 
  6. Notify the librarians of the lost item and confirm whether it will be re-ordered. Pass this information on to any reservers as appropriate (you can use the "Reservation Not Found - Missing Item 2" macro). 
  7. File form in the appropriate folder. 

Damaged Items 

Damaged items will either be:

  • Damaged while on loan 
  • Damaged while on the shelf/in the library 

Damaged items may be repairable. Damaged items deemed suitable for repair can be marked as missing so they do not display as "available"; you can use the mending instructions on the Stock Management tab of this guide to help you complete the repair. If an item can be repaired, no further action is required. 

In some instances, damaged items may not be repairable. Examples of irreparable items include: 

  • Multiple pages falling out due to a broken spine 
  • Missing pages
  • Severe water damage 
  • Mould 
  • Severe bad smells or staining 

If the damaged item was likely damaged while issued to a patron (i.e., it is handed to us by the patron, or it is found in the returns boxes) determine whether the damage was caused due to natural wear and tear, or poor treatment on behalf of the patron. Patrons are only liable for the cost of the item if the damage is directly attributable to them. 

In this instance, follow the below steps: 

  1. Confirm with AN that the patron should be charged for the item 
  2. Identify the most recent lender - you can do this by searching the barcode in Discovery, clicking 'View/Edit', and then 'Transaction History'. 
  3. If not done already, return the item. Delete the accession record and follow the standard withdrawal procedure. 
  4. Add the approximate cost of the item to the patron's account. This cost can either be located in the item accession record or, failing that, by searching the ISBN on Amazon.
  5. Contact the patron advising that an item was irreparably damaged - you may wish to amend the "Claims Lost, Returned or Never Had - Email 2" macro.
  6. Complete the missing book form (below) and send to the appropriate librarian.
  7. If it is the only copy, ensure any reservers are contacted and updated if/when new copies are purchased. 

Missing Items

Missing items are those which cannot be located at the point of shelf check (i.e., when completing the pull list or finding an item on behalf of a student). Any pull list items outstanding for 2+ days are considered missing & need to be investigated by the E&W person assigned to missing items.

Before marking an item missing, you should complete each of the steps on the Missing Book checklist, below.

Please follow this process when searching for a missing book:

  1. Missing items are assigned to one E&W person as an E&W task (via little book behind the desk).
  2. Perform missing book search using the check list below and fill out the missing book form.
  3. Make a note of anyone who has reserved the item on the missing book form.
  4. Mark the item as missing on the system.
  5. Contact the subject librarian who will decide whether we’ll repurchase and advise.
  6. The E&W person then contacts the student to let them know the book is missing and delayed, or missing and withdrawn. In the latter instance we’d probably suggest alternative texts / eBooks /editions.

OCLC Classify link (to check other possible Classmarks)

Remember, if an item is missing from the pull list, contact the student via libanswers once at point 6!

 

 

Please note that for any books marked as missing/withdrawn without prior knowledge of a librarian, a missing book form (below) will need to be completed and emailed to them. 

Written Guidance
  1. Notify the relevant librarian that the copy is being withdrawn/marked missing using the missing book form, below. 
  2. Navigate to the item record in WMS (scan the item barcode into the 'Discover Item' dropdown on the circulation menu) and click  'Report Missing'. 
 

Any items lost on loan while still on patron accounts (withdrawn, missing, claims returned) need to be recorded on the below spreadsheet:

 

 

 

Paying Lost Item Charges 

We cannot refund payments made for lost items. Because of this, we strongly urge patrons to conduct a thorough search at home in advance of paying replacement fees added to their library account. 

In the instance that an item is found after replacement charges are paid, the patron is entitled to keep the lost item. 

Providing a Replacement Copy

Some patrons may choose to purchase a replacement copy of the lost item, rather than pay the charge. If they choose to do this, the copy must be in new or very good condition. It cannot be an ex-library copy or an item that has very obviously been used. 

Where a satisfactory replacement copy is provided, immediately waive the full replacement charge on the patron's account with a note. Affix a note to the item and place it in the back office for processing. 

The item should be catalogued and processed as a new stock item. 

If the patron finds and returns the original items prior to paying the fees then the replacement fees should be waived.