Items must have been paid at Benicia for us to refund the money
Interlibrary loan item fees are not refundable. We have already used the money to pay the owning library.
LINK+ item fees are not refundable. The money has been paid directly to the owning library.
Do not issue a refund from the cash register
Same-day refunds can be done. The refund must be in kind, for example, do not issue a cash refund for a charge transaction or vice-versa.
If a patron has paid for a lost item and then found it:
1. Ask if patron has their receipt showing the item paid.
2. If they have no receipt, go to the patron's record.
- Go to Account, then click Account Summary on the far right and select Transaction Summary
- Checkmark the transaction and click History in the green box above
- If the pop up box shows that Benicia staff did the transaction (staff name starts with BEN), screen shot it and print
3. Get the white "Lost and Paid" binder from the binder cabinet (says "Emergency Plans" on the end).
4. Follow the directions listed in the front of the binder. The forms you will need are in there, too.
5. Once you are done, scan the item for return. If it comes up not converted, place a pink "Not Converted" slip in it and place it on Gina's cart (near the elevator).
