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ClaimsReturned

Page history last edited by ACPL Staff 14 years, 10 months ago

"Claims Returned"

 

This is what we do when a patron claims to have returned an item that is still on his/her record in Sirsi.

 

  • First pull up patron's card (in Workflows). Investigate to confirm which item the patron is talking about and to make sure it has not already been discharged.
  • Then check to see if the item is our item or ILL.
    • If ILL please refer to Bernie. DO not renew or marked "claimed returned".
  • If it is our item see if you can renew for patron and let them know we can renew one more time if needed.
    • Also let them know you will check the shelf.
  • Print out the item patron is referring to so you have hard copy of title, call number and item barcode
  • Let patron know if for some reason they come across this item they can just return it, and if we find it on shelf we will give them a call back.
  • If after all these steps are taken, the book is still not found, and the patron is certain that they returned it then we can:
  • Look for special circulation functions icon
  • and 1st subicon which shows angry patron (User Claims Returned wizard)
  • this will bring up Claims Return: user search
  • Next enter name or User ID
  • This will bring up list of checkouts and find the item or items in question
  • make sure you enter a date that is before the due date (example due date 7/21/08 you MUST enter 7/20 or before) into the claims return space.
  • Then Ok and close.
  • Pull up the patron afresh with Display User and make sure that the item is now marked "claims returned" on their account. ("(claims ret)" in red.)

 

 

Maintenance Stuff (Advanced)

 

A regular "ALBY Claimed Returned Items" report runs for Circ staff.  It contains items marked missing the previous month.  Staff take this report, print it, and either community service workers, staff, or volunteers may go look for the items on it, and discharge them if they find them, so they come off "Claimed Returned".

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