Receiving Damaged or Incomplete items

 Incomplete items
• Do not check-in item
• Determine who the item is checked out to
 You can obtain this information through the search holds function in Mil-Circ. Search the item barcode, view item record, double click on Patron’s #
 If item is returned incomplete and no one is waiting for item go ahead an extended two weeks as a courtesy to our customer. If another patron is waiting for items please do not renew item
• Contact customer to inform of situation
 Let the customer know that they are being charged for the damaged item or that an item was returned incomplete and what is missing. Please let customer know if a renewal was possible and their due date.
• Note customer’s account of situation
 EX 1:
• MM-DD-YY Customer returned Book on CD R0123456789 (“The Life and Times of Ted Nugent”/Nugent) missing disc #18. Renewed item as a courtesy to customer. Called and left message on customer’s machine stating the item was returned missing disc 18 and was renewed for an additional 2wks (Due 04/01/10). Item will be held with incomplete items. UNIT/INITALS


Billing for damaged items
1.  Separate manual charges for item cost and processing fee
2.  Include barcode, brief title, call # and description of damage in charge description
3.  include barcode, brief title, call # and charge description for processing fee
4.  include not in customer record explaining why charge added and documenting how and when customer was informed of damage and charge.  The customer must be notified in a timely manner.
5.  How long are damaged items kept?  30 days.

Fines and Fees Policy as of 2008
https://hplnet.hpl.lib.tx.us/polandpro/pol-6_4.pdf

Fines and Fees Procedure as of 2008
https://hplnet.hpl.lib.tx.us/polandpro/pro-6_4.pdf 

Lost and Damaged item policy  "J"  as of 2010
https://hplnet.hpl.lib.tx.us/polandpro/pol-6_3.pdf