Snags Procedure for Damaged Items

Damaged Items Snags Procedure 

 

B.     Damaged Items (Snags)

1.      When an item is returned with damaged or missing material:

-          Attempt to locate borrower in library.

-          Renew the item if necessary. 

-          If the borrower cannot be found, go to Borrower Info and enter “SNAGS, branch, date, your initials, and the barcode of the missing item” in the Comments field.

2.      Complete the SNAGS slip (Appendix G) for the item.  Initial each step.  Place item with slip on the SNAGS shelf.

3.      Contact the borrower by phone to inform them they must return the missing item within 7 days to avoid charges for the missing part, or that the returned item was damaged beyond its ability to circulate.

4.      Item must be held on the SNAGS shelf for 1 week if personal contact is made or a message is left.

5.      If the borrower pays for the missing item, add the fee for the cost of the material as Damaged and include a description of what was missing in the Comment field below.  Process payment according to procedures under Section II. Check Out, G. Damaged Items.

6.      Check in the item with a Special Status of Repair: Tech SVCS and forward as necessary.

7.      If there has been no contact response after 7 days:

-          Damages/Missing letter (Appendix G) will be sent and charged added to borrower’s account. 

-          Update SNAGS slip information

-          Hold item on SNAGS shelf for 30 days after the letter is sent or until the issue has been resolved.

8.      If the item is returned after charges have been added, Waive charges, delete comment under Borrower Info, check item in, and return the item to the shelf.

9.      If the item is returned within 7 days of the date on the slip, delete the comment from the borrower’s account, check item in, return item to the shelf and shred the SNAGS slip.

10.  If there has been no response after 30 days:

-          If it is a single item, go to the borrower’s account and change the status of the item to Lost.  This will automatically add cost of material to borrower’s account.

-          If the item is part of larger set, check in the item with Special Status of Repair: Tech SVCS and send the item to Tech Services.

-          Go into the borrower’s account  and add a fee as Damaged, including the title, barcode, and description of what was missing in the Comments field.  Charge according to chart below:

Damages	Fee
DVD/CD Case	$4.00
DVD	$10.00
CD	$7.00
Paper Cover	$1.00

 

-          Verify charges have been added to the borrower’s account. 

-          Remove the SNAGS comment from the borrower’s record. 

-          Hold the damaged item until the fee is paid, at which point the borrower receives the damaged item to keep.

-          Larger sets or damaged sets will be sent to Tech Services with appropriate Tech Services slip (Appendix F).

Note the date the item was sent and initial the SNAGS slip.  Put the SNAGS slip in the SNAGS folder. 

(P&P Manual p34)

Damaged Returns

Damaged Returns

 

Books that are turned in damaged must be checked in Special Status: Damaged Charged. This will throw a D Charge onto the patron’s account. We should not be checking the item in and then charging them for a Lost Item with a damaged comment.

 

A.    Special Status Option

1.      Select Special Status if you need to check in an item that has been lost, damaged, or otherwise cannot be located.

 

2.      Scan the item in need of Special Status.  You will be prompted to select the reason for the special status from the drop-down list.

 

Special Status	Examples
Repair: Tech Svcs	Item needs a new barcode, cover, or RFID tag; DVD won’t play
Missing: Staff Action	Cannot locate material that shows Available in catalog or on hold shelf
Damaged, Charged	Chewed, stained, wet, moldy, or torn items.  Only charge patrons when the item is damaged due to neglect or accident and can no longer circulate.  See Section II. Check Out, G. Pay Fines & Fees.
Lost: Staff Action	This is used until paperwork has been processed.
Damaged	Item needs staff attention before returning to circulation.  This attention may include needing to spend time in cat litter, erasing pencil marks, drying slightly damp pages or cover.  Borrowers will not be charged for material.  Use the Damaged stamp in the material near the RFID tag and date.  Once damage has been addressed check in material in regular status.

 

 

(P&P Manual p32)

 

Where Is It?

When sending any item to Tech for repair it must be changed  in LS2 Staff using "Special Status" on the "Check-In" screen. If an item shows as "Checked In" or "In Transit" when it is really in Tech Services, this is very confusing to the patrons or to other staff members who may be searching for that item.