Before Placing Item in Claims Return Status:
1. Ask the patron for information regarding the return of the item: date, place, who returned it. This may help in finding the item. Check the shelves for the item, including Mending and the Problem Box, or call the library where the patron may have returned it and ask for a shelf check. Also check Julia's desk, or ask her, to see if it is being evaluated for damage.
2. Check patron’s notes for number of previous unresolved Claims Returned or Claims Never Had items. If there are already three, do not process a fourth. If you are unsure what constitutes an unresolved Claims Return, see your supervisor or a librarian.
If the item is found on our shelves:
Return the item off the patron's card. Delete any related notes as appropriate.
If the item is not found:
You will need to mark it as claims returned.
Process for Claims Return
- Place a non-blocking note on card with title of item, and searches done to look for it in the library, your branch and initials.
- Checkmark the box next to the item in the patron's record
- Click "Make a Claim"
- Under "Choose a Claim Status", select "Claims Returned"
- Click "Claim"
If the item is already marked as "LOST" on the patron's card:
- You must first return the item. Copy (CTRL+C) the item's barcode, go to "Check In", Paste (CTRL+V) the barcode, then hit ENTER.
- Next you must check out the item to the patron, again. Copy the barcode the same way as above to "Check Out" the item, then select COMPLETE.
- From here, continue using the directions above to "Process for Claims Return".
Inform the patron the item will stay on their card with Claims Returned status for approximately one month (or approximately 3 months if it's a Solano item). If they find the item, they must bring it up to the desk for the return to be processed correctly.
