Section 3: Lost or Missing Library Items

Claims Returned / Claims Returned Procedures in Voyager / Missing Items / Lost and Paid Items

Sample Lost and Paid Receipt / Lost and Paid Refunds / Sample Refund Receipt / Sample Refund Log

Lost and Paid FAQs // Front Page

Shatford Library

Circulation Department

Policy & Procedure Manual

Claims Returned

Sometimes people will come in and say they returned an item but our records indicate that they have not. You will need to do a thorough search for the item (i.e., look on booktruck, sorting shelves, item’s regular place in the stacks, etc.) After you have exhausted all of the possibilities of the book’s whereabouts, we will need to do a “Claims Returned” for the patron. The supervisor on duty can do this. Get the “Claims Returned” binder. The form that they will need looks like this:

Instructions for the Supervisor:

You will need to give the patron a copy of the Claims Returned Explanation. Here is a sample of this:

    1.   Ask the Patron to double check for the book at home – just in case

2. Tell them we will search the Library as well.
3. Give them the “What is a Claims Returned” explanation sheet (sample above).
4. Warn them that they will continue to receive overdue notices and to disregard them.
5. Fill out the Claims Returned form and tell them how we search the Library 6 times – once or twice a week.
6. Attach the form to a print-out (from their patron record) of the item(s) and insert the sheet into the Claims Returned binder in alphabetical order by last name.  Make sure to write the location and call number of the item(s) on the sheet as well. (A sample follows these instructions.)
7. Explain that…
   1.  If it is found in the Library, they will be contacted and their record will be cleared (including overdue fines) 
   2. If it is found at their home and they bring it in, all fines will be removed EXCEPT for overdue fines. 
   3. If it is not found, a Librarian will contact them.
8. Add the status “Claims Returned” in the item record of the book(s).
9. Put a pop up note in the Patron’s Voyager record stating they have a Claims Returned for barcode # xxxxxxx  and to allow checkouts until further notice.  Do not forget to type the date and to put your initials on the note.

If Item is found in the Library (by us or the patron)

Remove the Claims Returned Form from binder and shred once the following is done:

1.   Check in book and clear Claims Returned status in the item record.

2.      Go to Patron record and… 

                                                                          i.      Remove Claims Returned note.

                                                                          ii.      Clear their Claims Returned counter.

                                                                          iii.      Remove ALL fines and fees associated with that item.

                                                                      iv.      Contact Patron to let them know record is clear.

If Item is found at the patron’s home and they bring it back to us

Remove the Claims Returned Form from binder and shred once the following is done:

1.   Check in book and clear Claims Returned status.

2.   Go to Patron record and… 

i.   Remove Claims Returned note.

ii.  Clear their Claims Returned counter.

iii. Remove all fines associated with that item EXCEPT for overdue fines – the patron must pay these.

If item is not found after 6 searches, the Circulation Librarian will contact patron and make a decision whether to make them pay on a case-by-case basis.  

Example: