If there is anything wrong with an item, follow the appropriate procedure below. DO NOT CHECK IT IN FIRST.
It is the responsibility of the circ staff in every library to check incoming items for anything that might be damaged BEFORE being checked in. Once the item is checked in, important transaction information may be lost.
It is the circulating library’s responsibility to contact/resolve the matter with the patron before returning the item to the owning library. If the owning library receives an item through the courier and it does not have a damage form attached, the owning library should not try to bill a patron for that item without working with the circulating library.
A patron claims responsibility for item damage
If the patron returns the item in person, admits to causing the damage and wants to pay for it:
- Mark the item as lost.
- Add the bill.
- Collect the money. If the item is owned by another library, payment must be sent to that library. It is often easiest to have the patron make a check out to the owning library, though procedures vary by library. Make sure to include the MORE reimbursment form when sending payment to the owning library.
Damaged item returned without staff interaction with the patron
For example, a damaged item returned in a book drop. Determine if the damage was caused by normal wear and tear, or if the patron misused it and is responsible for damages.
|If the damage is normal wear and tear||
|If the damage is from possible misuse by the patron (ripped front, scribbling, CD cracked, chewed by dog)||
Damaged item incoming from the courier
Determine whether or not the damage seems caused by the courier or patron misuse
|If it appears the item was damaged by the courier||
|If the item is damaged and the damage does not appear to be caused by courier||