Circulation Services

CLAIMS RETURNED CASE STUDY: A patron reports an item she returned still displays in Checkouts. Included are tips for communicating with patrons in Claims Returned situations. Attachment included.

The Claims Returned phrase is acceptable when speaking to co-workers, but using "SIRSI-Speak" with non-staff may alienate our customers or enable some individuals to manipulate the system. 

1. Empathize and thank the patron for being alert. Offer to RENEW item for one more search at home.
2. If “Alerts” indicate:
   • Claims Returned > 10, have patron speak to supervisor or recommend additional searching.
   • Claims Returned < 10, request EXACT Item ID search at appropriate branch(es).
     • Item Located. DISCHARGE item. Check account. CANCEL associated fines. 
     • Unable to Locate Item. Explain you will be happy to initiate a system-wide search.
       • Right click item in patron’s Checkouts and select CLAIMS RETURNED: 
         • Click on Calendar Gadget (square-cut diamond) > Select Date Patron Claims Item was Returned > Click Mark Item Claims Returned > CLOSE.
       • Right click to MARK ITEM MISSING - override required.
         • Check patron’s account to make sure item no longer displays.

Claims Returned and LOST materials:

• If no attempt to communicate an account problem is made by patron, the status of any item 49 days overdue will be LOST.
• Claims Returned may not be selected for items currently in LOST status.
• The patron assumes the responsibility for applicable charges or replacement of item.

 *Full procedures available on the Portal under Circulation Training Module 6, (HANDLING ITEMS), pages 1-3. See also attached Word document.