WebJunction - Policies & Procedures

When the patron claims to have returned an item:

Assure patron that we sometimes fail to check something in
Look for the item
If not found, tell patron we will keep looking and ask them to look again “just in case”—we laughingly suggest under the bed, under the front car seat, etc.
Renew the item and put a note on the patron’s record that they think they returned the item.
When the item returns, we don’t charge a fine no matter how late it is. Patrons often contribute to our “conscience box” anyhow.

The above usually works. When it fails and the patron continues to insist they returned it, we give them the benefit of the doubt and keep them in good standing BUT keep the item on their record for 6 months, just in case. (If it happens again, we don’t give the benefit of the doubt!)

When a patron claims they never borrowed an item on their record:

Assure the patron that we sometimes check an item out in error.
Describe what the item is—sometimes patron doesn’t recognize the title, but will recall that it was a video, recorded book, media kit, etc.
Ask if another family member might have borrowed it on the patron’s card.
Find the item on amazon.com or similar site and show the patron what it looks like. This sometimes jogs the memory.
Do the same routine as when the patron thinks they have returned an item

When a patron has been billed for a large number of items/expensive very overdue, it is our policy to refer the case to our Trustees. Before we do that, however, we make a personal call:

“I’m calling about the materials you have out. Our Board of Trustees requires us to refer all bills over $XX (we do $75) to them for collection. I hate to do that because it’s so embarrassing for you—I have to give out your name, address, phone numbers, etc. to the trustee. Do you have the items? Yes? When can you return them? Is there any way I can help get them back? Great! In that case I won’t have to give your name to the trustees this week. We don’t want the money—we just want the materials back. Thanks.”