Item Returned Damaged

Greetings all.

Periodically, it is helpful to have a reminder of proper procedures for handling out of the ordinary situations.  I’d like to take a moment to remind you of the proper steps to take when an item is returned damaged, either at the desk or through the book drop.

Item Returned Damaged at the Service Desk:

·         Politely point out the damage to the customer at the time the item is returned and explain s/he is responsible for the replacement charges.

·         Inform the customer of the amount of the charges.

·         Discharge the item from the account.

·         Add a Manual Charge for the Item Cost recorded in the automated circulation system (or the default charge, if no item cost is recorded in the item record).  In the charge description, include that it is for Item Cost, the item barcode number, brief title, author, and a brief description of the damage to the item.

·         Add a Manual Chare for the Processing Fee owed for the damaged item.  In the charge description, include that it is for the Processing Fee, the item barcode, brief title, author and note that item was damaged.

·         If the customer chooses not to settle the charges right away, inform a Circulation Administration Supervisor (Fred Schumacher, Connie Moore, Cynthia Howard) or a Inventory Control Supervisor (Felicia Brisco, Gary Lackey, Christopher Patrick) that the item is damaged and the item record needs to be suppressed, and place the item in a location in the unit (e.g. Damaged Item Shelf), where any other staff member working at the unit would be able to find it.

·         Print list of charges for the customer, or collect the payment and give the customer the receipt.

·         Once the charges have been paid in full, delete the item record and give the item to the customer who paid the charges.

Item Returned Damaged through the Book Drop:

·         Contact the customer and politely inform him/her that the item was retrieved from the book drop damaged and will be charged to his/her account.  If you leave a message on an answering machine, be sure to let the customer know who is calling and your contact information should s/he need to reach you.  Place a note in the customer’s record with the date and time of the contact.  Include a brief synopsis of the conversation or message left.

·         Inform the customer that we will hold the item for his/her review for a period of at least 30 days.  Items with exceptional damage that may pose a health risk or a risk to the rest of the collection may be discarded sooner.

·         Discharge the item from the account.

·         Add a Manual Charge for the Item Cost recorded in the automated circulation system (or the default charge, if no item cost is recorded in the item record).  In the charge description, include that it is for Item Cost, the item barcode number, brief title, author, and a brief description of the damage to the item.

·         Add a Manual Chare for the Processing Fee owed for the damaged item.  In the charge description, include that it is for the Processing Fee, the item barcode, brief title, author and note that item was damaged.

·         Place the item in a location in the unit designated for damaged items (e.g., a Damaged Item Shelf), where any other staff member working at the unit would be able to find it.

·         When the customer comes in to settle the matter, print list of charges for the customer, or collect the payment and give the customer the receipt.  Should the customer contact you by phone regarding the matter, share the item replacement cost information.

·         Once the charges have been paid in full, delete the item record and give the item to the customer who paid the charges.

For all Items Returned Damaged:

·         Keep the damaged item in the designated location for a period of at least 30 days after the customer is informed of the damage or until the customer settles the charges, whichever comes first. Items with exceptional damage that may pose a health risk or a risk to the rest of the collection may be discarded sooner.

·         Delete the item record from the automated circulation system at the time the item charges are paid in full, and give the item to the customer, if s/he wants it.

·         If the customer does not settle the matter before the 30 day period runs out, delete the item record from the automated circulation system, discard the item, and add a note to the customer record explaining what you have done and why.  Include date, the item barcode, title, author and your unit acronym and initials. 

Again, this is a reminder of the steps that should normally be taken when items are returned damaged.  As with all procedures, it is understood that there may, from time to time, be a need to depart from normal procedure.  We trust staff to use good judgment in deciding when to do so and encourage all to place notes in customer records explaining what is done and why.

If you need additional information or if you have any concerns regarding this, please feel free to contact Circulation Administration.

Thanks.

Fred Schumacher