LOST-CLAIM

Marking items User Claims Lost (LOST-CLAIM)

This procedure is to occur when a patron tells the library that they have lost an item.

Staff should refer to their branch’s procedures (encourage patron to look for the items, renew item if possible, etc.). However, if the patron believes that they have lost the item, staff should initiate the procedure below.

This procedure is only used if the patron does not have a LOST bill for the item as a result of the 3rd Overdue process.

• Do not discharge the item.
• Confirm in the patron’s account that a LOST bill has not already been issued. (If so, then just perform Pay Bills procedure).
• In the Circulation module, in the Items section, use User Claims Lost.
• Either enter the Item ID, or use the User Checkouts search feature at the top of the form.
• Click the Mark Item Lost button.
• The Billing for Lost Item / Processing Fee screen appears

• The Lost Item dollar amount comes from the item record. If there is no price in the item record, the system default price appears. If the system default price doesn’t seem appropriate, seek guidance from a superior.
• The Processing Fee should remain blank.
  • Bill User - Click if the patron is going to pay later or is replacing the item.
  • Pay Now - Be sure to set the Payment Type appropriately first!
  • Cancel Lost Item Bill - Do not use! The LOST-CLAIM process has already begun "behind the scenes" for this item.

• No Overdue bill is generated for this checkout period. After the patron pays the Lost Item bill, it is customary to Cancel any previously created Overdue Bills for this item.
  • Notate in the Cancel/Forgiven log if applicable.
• Offer patron a Receipt for Payment.

This is the end of the procedure.

Supplementary Information

As a result of the above process, the system will:

• Generate a LOST bill for the patron (and mark it as paid if applicable). No Overdue bill is created.
• Shadow the item in the catalog to prevent holds from being placed on this item.
• Change item’s current location from CHECKEDOUT to LOST-CLAIM.
• Remove the item from the patron account (if paid) or change the charge to an inactive checkout (if not paid).

There are no refunds for payments on LOST items. If a patron finds a LOST item that they've paid for, they can either keep the item or donate it to the library.

Do not manually remove the item from the catalog. The Branch manager will be notified by monthly report and will decide if item will be replaced. If not being replaced, an IT monthly procedure will remove the item from the catalog.

Replacement of Lost Item

Patron replacement of lost or damaged items, in lieu of paying replacement cost, is discouraged. Staff should not offer this option. If the patron initiates this conversation, staff should seek approval of Branch Manager.

Should the patron be allowed to bring in a new item instead of paying replacement cost, the item must have the same ISBN as the lost item. If the patron brings in an acceptable replacement, the LOST bill created above can be CANCELed using the Pay Bills wizard. Adding a note to the patron's account is recommended.