Claims Returned

A.  Claims Returned

 

1.   If a borrower believes that an item as been returned:

-         Check the shelves for missing item, also look in places where it might be misplaced (ex. Search for Adult Fiction in YA, LP or PB).

-         Have a coworker check behind you.

-         Suggest the borrower look at home again.

-         Renew the item if it can be renewed.

-         If the item cannot be renewed, refer the situation to a full-time staff member or leave borrower’s information for a site supervisor to handle.

2.   A full-time employee or site supervisor should:

-         Select Borrower Info and click on the Extra Information tab.

-         Verify the Excused Losses is less than 2 (Excused Losses = Claims Returned).  Borrowers are allowed no more than two Claims Returned

-         If Excused Losses is less than 2, return to the Check Out screen and select only the item in question.  Select Claims Returned.