1.      How do I deal with Lost/Paid Refunds if the material is found within six months? Updated  9/25/14

A.      If the book just shows up; we're still looking to see if we can find a report that would give us the info. 

B.      If a customer comes up and says that they paid for a book but they've now found it, do the following:

 i.    Go to the CarlX staff client

 ii.   Click on Item Maintenance

iii.   Click on Item Information

iv.   Click the Drop down box by the word "Key:" and choose item number

v.    Scan or key in the item number

vi.   Double-click the item to bring up Item details

vii.  Click on the Notes button; it will tell you who it was last checked out to and   what date they paid for it; If it's been six months or less, you  may refund the money.  If it is more than their cash drawer can handle then you will need to do an RFP.  Also, if you click on the "Who Has It?" button on the previous screen, the patron ID should be: A9/Lost/paid.  This note confirms that it is a lost paid item and has not been refunded, i.e., it is still in the lost/paid status.

viii.  Submit an RFP in the customer’s name to BUS for the amount of the item. Use Program #999 and Account #805.  If the customer wants a receipt make a copy of the RFP.

ix.    Add patron note indicated the RFP was submitted and include the item number of the material being refunded.

2.      How do we waive fines? - UPDATED 2/11/15

All fine waiving needs to accomplished in Carl.X and not in the POS as previously requested - specifically since there were only these two reasons.  Until there is a fix in the reasons in the POS continue to waive fines using Carl.X. 

3.      Lost card Process -- what do you do if a customer calls and says that their card is lost/stolen?

A.    Put an urgent note on the customer's card saying that the card has been lost/stolen and to ask for ID before issuing new card.  Set the customer status to "See Notes" and use the Pre-defined note saying that the card is lost/stolen.

B.    Expire the card.

4.      If an item is slightly damaged but not while in a customer's possession and is on hold for another customer, how do we denote that the item is not available while it is sent back to the owning library for possible repair?

A.   Change the location to BKR, which will then either cause the customer to get a "hold canceled" notice if it's the last item or another item would be sent to them.

B.   If the damage is not much and it's the only item in system:

i.   Note on the physical item that it’s damaged then let the customer borrow it and tell him/her to please return it to a staff member for repair.

ii.  Put a note on the customer's card saying that the item was loaned in a damaged condition and include the item number so that when it is returned the staff will see the note and not try to make it damaged against that customer (i.e., clear it, then send it to the owning library for repair).