From time to time, patrons will claim that
they have already returned items that still appear on their library
cards. The Standards Working Group concluded that a standard procedure
for all libraries in the network is necessary because of the nature of
the III requesting system. Patrons have no control over which library
sends a requested item and therefore should not be denied a possible
claims-returned option because of the random origin of the item.
Acknowledging the possibility of either staff or patron error, (at the
point of check-in or at the shelves) and while aiming toward a goal of
interlibrary cooperation and consistency across the network, the
following are proposed procedural steps for the appropriate handling of
claims-returned items.
Have each MLN library offer a claims-returned option that adheres to the following:
1. Check shelves for the item in question before doing anything else.
2a. If the item is not found, renew the item once to extend its due date, and
2b. Ask the patron to look again (at home, in the car, at school, etc.).
3. Insert a message in the patron’s record to the effect that the
patron is checking for the item in question, in all caps, dated,
initialed, and with the library’s 3-letter abbreviation.
4. Adhere to a maximum of up to five active claims-returns on a
patron record. (Active refers to the notes in the variable fields at the
bottom of a patron’s record, which are automatically removed if the
item is checked in or out, not the fixed-field counter.)
5. Only an owning library can claim an item returned.
6a. If the item is ultimately not found, and the claims-returned
option is applicable (meets criteria 4 & 5 above), choose the second
category when claims-returning the item, i.e., “Check in item (with no
fines) and change the status to Claims Returned.”
6b. At this time, remove the “patron is checking…” message from the patron’s record.
Checkin items... change status to MISSING
Millennium Circulation changes the item's STATUS to 'm' and checks the
item record back into the library system. If there are outstanding holds
on the item, Millennium Circulation prompts you to cancel these holds.
Checkin items... change status to CLAIMS RTRND
Millennium Circulation changes the item's STATUS to 'z' and checks the
item record back into the library system. If there is an outstanding
fine or bill for the checkout, Millennium Circulation waives the charge.
Charges associated with previous transactions are not automatically
waived.
Leave items checked out... change status to CLAIMS RTRND
Millennium Circulation changes the item's STATUS to 'z' and leaves the
item record checked out to the patron. The system will continue to send
overdue notices, generate a bill, etc.
Additionally, for each of the above three options, Millennium Circulation:
- adds claims returned notes to both the item and patron records:
- NOTE Tue Jun 01 1999: Claimed returned on Tue Jun 01 1999 by .p1063529 (from item record)
- NOTE Tue Jun 01 1999: Claimed returned .i1047539 on Tue Jun 01 1999 (from patron record)
- increments the CL RTRND fixed-length field in the patron record
- adds the item record to the On Search file; for information on
how to view the On Search file; see the discussion of the Check MISSING
items function in the INNOPAC Manual. (MLN Central Site handles this
and generates a Claims Returned List for each library twice a year.
MLN has configured all Millennium Circulation logins to:
“Remove Claims Returned notes for checked-in items.”
