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)
