Lost Item Returned
If a claims returned/never had or lost item is returned, the below procedure should be followed.
1. Library helpdesk will be notified of Claims Returned/Never Had item upon return, based on item note.
2. Navigate to patron account and waive corresponding replacement fee on “Bills” screen.
3. Navigate to item record and remove corresponding staff notes.
Q. What if the patron has already paid their charges?
A.
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Return item from account and complete step 3.
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Verify method of payment (e.g., via online shop or cash)
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If monies given in cash, refund can be given from till using “refund” function
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If monies paid via online shop, notify manager as correspondence with Finance team will be required.
Q. What if the patron has already supplied a replacement copy?
A.
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We are unable to refund the cost of replacement copies if the original item is subsequently found.
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Patron is entitled to keep found item
Replacement Copy Provided
If a patron advises that they would like to supply a replacement copy rather than paying charges, you should still submit an item request form. However, please make the patron's intention to replace clear on the form, and add an note to their account.
If the patron supplies a replacement copy for a title, the below will apply. An appropriate replacement copy will be:
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The same or equivalent title to that which was lost (i.e., same title and edition)
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In appropriate condition (i.e., new, or very good)
1. Library helpdesk will be notified that a replacement copy has been purchased by the library patron. The replacement copy must be received by the library before the below steps can be completed.
2. Return the original item from the patron’s account. Navigate to the item record and withdraw from circulation using the “delete” function.
3. Navigate to patron account and waive corresponding replacement fee on “Bills” screen. Note that a replacement copy has been supplied.
4. Process replacement copy (physical processing and add to catalogue). Shelve.