Circulation - Marking Items "Claims Returned"

Circulation - Marking Items "Claims Returned"

About

This article covers how to handle items that a user claims to have returned, but that are still listed on their account.

Marking Items "Claims Returned"

You can mark items as “claims returned” in WorkFlows in two (2) ways:
  1. Using the User Claims Returned wizard
  2. Using right-click functionality in certain wizards: CheckOut, Renew (by) User, and Display User
Use whichever method makes the most sense for you at the time.

An item that has been claimed returned will remain on the user’s account with a status of CLAIM-RET. The user won’t be charged, but the item will be shadowed in the catalog. The CLAIM-RET item will remain on the account until it’s found (checked in) or marked for replacement/discard/delete.

Depending on your wizard settings, you'll see a pop-up alerting you that a user has claims-returned items on their account.
If a claim-returned item is found in the library (or returned), don’t forget to adjust the claims returned counter on the user’s account in Modify User.

Using the User Claims Returned Wizard

To indicate that a user claims to have returned an item that’s currently checked out to their account: 
  1. Open the User Claims Returned wizard (Circulation module > Special toolbar > User Claims Returned).
  2. Pull up the account by scanning the user ID or with the User Search helper (person with magnifying glass icon).
  3. Click the diamond-shaped gadget in the Claims Returned column that corresponds with the item the user claims to have returned.
  4. A calendar pop-up will open. Select the date the user claims to have returned the item. When in doubt, select the item’s due date.
  5. Click OK.
  6. Click Marked Items Claimed Returned. A message will appear marking the record as updated.
Black text and orange outlines on a grey and white background

Black text, blue rectangle, and orange highlight on a grey and white backgroundExample of a record that has been marked claims returned.

Using Right-Click Functionality 

Sometimes a user will let you know they’ve already returned an item when you’re helping them with something else, e.g., when you’re checking out to them, renewing checkouts, or viewing their account. When this happens, you can quickly mark an item claimed returned without opening the User Claims Returned wizard.

To indicate that a user claims to have returned an item from the CheckOut, Renew (by) User, or Display User wizards:
  1. Right-click on the item title (or any other field that isn’t hyperlinked, e.g., Item ID).
  2. Click Claims Returned.
  3. A calendar pop-up will open. Select the date the user claims to have returned the item. When in doubt, select the item’s due date.
  4. Click OK.
  5. Click Marked Items Claimed Returned. The status will show as Claims Returned.
The user’s checkouts are listed on the Checkouts/Renewals tab in Display User.
Black text, blue highlight, and orange outline on a grey and white backgroundRight-click menu from the Checkouts/Renewals tab of an account in Modify User.

Black text and orange outlines on a grey and white background

When Claims-Returned Items are Found

When a claims-returned item is checked in – either because it was found in the library or returned – and hasn’t been discarded from the system – you’ll see a pop-up alerting you that the item has been claimed returned.

Black text on a grey background

While checking it in will remove the item from the user’s account and unshadow it in the catalog, you’ll continue to see a pop-up alerting you to how many items the user has claimed returned.

To adjust this counter:
  1. Open the Modify User wizard.
  2. Pull up the account by scanning the user ID or with the User Search helper (person with magnifying glass icon).
  3. Click the Privilege tab.
  4. Click the diamond-shaped gadget to the right of the claims returned counter.
  5. Adjust the number in the pop-up then click OK.
  6. Enter the override password (‘yes’ without the quotation marks).
  7. Click Save.
Black text and orange outlines on a grey background

Black text and orange rectangle outlines on a grey backgroundTo save changes to the counter, you must enter the override.

Catalog Clean-Up: Claims-Returned Items

To clean up your library’s outstanding claims-returned items:
  1. Log into BCA.
  2. Navigate to Shared Reports > Collection Maintenance > List Reports for Catalog Clean-Up.
  3. Run the CLAIM-RET List for your library.
  4. Mark the items for replacement or discard/delete in WorkFlows.
For more information on marking items for discard/delete, see Cataloging – Discarding vs Deleting.

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