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Staff Client Online Help/v7.0 - Staff Client Help/PolarisStaffHelp/Patron_Services/PPlost/Declare_an_item_lost.htm
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<h1><a name="XREF_84650_Declare_a_lost_item"></a><a name="kanchor1469"></a>Declare an Item Lost</h1>
<p><a name="kanchor1470"></a><a name="IX_declaring"></a>When you declare an item lost, you can manage any charges for the lost item and (optionally) bill the patron for the charges.</p>
<p> To assign a Lost status to a patron’s checked-out item and (optionally) bill the patron:</p>
<p class="NoteShade"><a name="kanchor1471"></a><a name="IX_payment_for_lost_items"></a><a name="kanchor1472"></a><a name="IX_billed_items_payment"></a><b>Important:<br /></b>For billed items, if your library system does not automatically declare them lost, use the following procedure to declare the billed item lost and handle the charge at the same time. Although you can pay a billed item from the Patron Status workform -Account view, it is preferable to use the Declare lost item dialog box as described in this procedure, so that you are handling the charge <span class="FM_Emphasis">and</span>&#160;the item. If you simply pay the billed item from the Patron Status workform -Account view, then the item is not removed from the Items Out list, and the item status is not changed to Lost.</p>
<ol>
<li value="1">Display the patron’s record in the Patron Status workform. See <a href="../PPstart/Find_patron_services_and_related_records.htm#XREF_60305_Find_a_record_in">Find patron services and related records</a>.</li>
<li value="2">Select <b>View, Items Out</b>&#160;or click <img alt="ItemsOutBtn.gif" style="width: 29;height: 18;" id="image0" src="ItemsOutBtn_29x18.gif" class="imginline" /> to display the Items Out view.</li>
<li value="3">Select the appropriate line item in the Items Out list.</li>
<li value="4">Click <img alt="pLostIcon.gif" style="width: 29;height: 18;" id="image1" src="pLostIcon_29x18.gif" class="imginline" />&#160;or press <b>CTRL+L</b>.</li>
</ol>
<p class="indent2">
<img src="../../../Resources/Images/itemsoutDecLost_505x391.gif" style="width: 505;height: 391;" alt="" />
</p>
<p class="indent2">The Declare lost item dialog box opens.</p>
<p class="indent2">
<img src="../../../Resources/Images/declarelostdial_220x261.gif" style="width: 220;height: 261;" alt="" />
</p>
<p class="indent2">If the patron has already received a bill for the item, the <b>Billed</b>&#160;check box is selected. If the item is not overdue, or your library does not charge for overdues, all the <b>Overdue</b> boxes are unavailable.</p>
<ol data-mc-continue="true">
<li value="5">Manage the replacement charge by following these steps:</li>
</ol>
<p class="NoteShade"><b>Important:<br /></b>If your library uses Active Payment Manager (Class Point of Sale) to manage payments, you cannot pay the charge from this dialog box. Instead, you must charge the patron’s account, then pay the charge from the Patron Status workform - Account view.</p>
<blockquote>
<ul>
<li>To change the replacement amount, type the new amount in the Replacement<b> Amount</b> box. This allows you to process a partial payment. It does not change the amount of the charge.</li>
<li>Select <b>Charge</b>, <b>Pay</b>, or <b>Waive</b>&#160;in the Replacement <b>Actions</b>&#160;box. (<b>Charge</b>&#160;places the charge on the patron’s account.) If you selected <b>Pay</b>, then select a payment type in the <b>Payment method</b>&#160;box. If your library accepts credit card payments, and the patron wants to pay with a credit card, select <b>Credit card</b>&#160;in the method box. </li>
</ul>
</blockquote>
<p class="NoteShade"><b>Note:<br /></b>For a billed item, the options are <b>Leave as is</b>, <b>Pay</b>&#160;or <b>Waive</b>. The charge has already been posted to the patron’s account.</p>
<ol start="6">
<li value="6">Manage the processing fee, if any, by following these steps:<ul><li>If you want to change the amount, type the new amount in the Processing<b> Amount</b> box. This allows you to process a partial payment. It does not change the amount of the charge.</li><li>Select <b>Charge</b>, <b>Pay</b>, or <b>Waive</b>&#160;in the Processing <b>Actions</b>&#160;box. (<b>Charge</b>&#160;places the charge on the patron’s account.) If you selected <b>Pay</b>, then select a payment type in the <b>Payment method</b>&#160;box. If your library accepts credit card payments, and the patron wants to pay with a credit card, select <b>Credit card</b>&#160;in the method box. </li></ul></li>
</ol>
<ol start="7">
<li value="7"><span class="FM_StepNumber"><span style="word-spacing: normal;font: 6.0pt &quot;Times New Roman&quot;;">&#160;</span></span>If there is an overdue charge, manage the charge by following these steps:<ul><li>If you want to change the overdue amount, type the new amount in the Overdue <b>Amount</b> box. This allows you to process a partial payment. It does not change the amount of the charge.</li><li>Select <b>Charge</b>, <b>Pay</b>, or <b>Waive</b>&#160;in the Overdue <b>Actions</b> box. (<b>Charge</b>&#160;places the charge on the patron’s account. This option may be unavailable if your library charges the overdue fine only when a lost item is recovered.) If you selected <b>Pay</b>, then select a payment type in the <b>Payment method</b>&#160;box. If your library accepts credit card payments, and the patron wants to pay with a credit card, select <b>Credit card</b>&#160;in the method box. </li></ul></li>
</ol>
<ol start="8">
<li value="8"> To bill any charges where <b>Charge</b> is selected in the Actions row for any column (Replacement, Processing, or Overdue), select the <b>Send a bill</b> check box. If this check box is selected, the area below the check box expands to display the added message. You can edit the added message.</li>
</ol>
<p class="indent2">
<img src="../../../Resources/Images/declarelostBilldial_262x359.gif" style="width: 262;height: 359;" alt="" />&#160;</p>
<ol data-mc-continue="true">
<li value="9">Click <b>OK</b> on the dialog box.</li>
</ol>
<p class="indent2">The Items Out view appears, but the item declared lost no longer appears in the Items Out list. If you paid or waived an amount and you set Polaris to print fine receipts from the Patron Status workform, a receipt prints. See <a href="../PPworkstn/Setting_Up_Receipt_Printing_from_Workforms.htm#XREF_66208_Setting_Print">Setting Up Receipt Printing from Workforms</a>.</p>
<p class="indent2">After an item is declared lost, patron and item records are automatically updated:</p>
<p class="NoteShade"><b>Tip:<br /></b>You can open the item record for a lost item from the Patron Status workform - Claims view. Right-click the item in the Claims list, and select <b>Links</b>, <b>Item Record</b>.</p>
<blockquote>
<ul>
<li>The item is removed from the patron’s Items Out view and moves to the Claims view.<span style="letter-spacing: 0.18em;">&#160;</span></li>
<li>The transaction is displayed on the Patron Status workform - Account view or the Transaction Summary dialog box.</li>
<li>If the patron’s account was charged a replacement cost, and the cost was not paid or waived, the Lost item counter is incremented on the Patron Status workform - General view and the Patron Status workform - Claims view. You may need to refresh the view (press <b>F5</b>) to see the change.</li>
<li>The patron barcode is moved to the <b>Previous borrower</b>&#160;box on the Item Record workform - Circulation view, if the Patron Services parameter <b>Last use patron display</b>&#160;is set to <b>Yes</b>&#160;in Polaris Administration.</li>
<li>The item circulation status changes to Lost.</li>
<li>Any hold request status for the item changes to Not-supplied.</li>
<li>If you selected <b>Send a bill</b>, the patron is billed for the charge.</li>
</ul>
</blockquote>
<h4>Related Information</h4>
<ul type="disc">
<li><span class="FM_BulletHead">Reconciling charges</span>&#160;- If you charged an amount for the lost item, you pay or waive the charge from the Patron Status workform - Account view. See <a href="../PPuseacct/Pay_charges_from_the_Account_view.htm#XREF_33555_Pay_or_waive_a">Pay charges from the Account view</a>.</li>
</ul>
<p class="NoteShade"><b>Important:<br /></b>If an item is found at circulation after it has been declared lost, the item status and patron account need to be resolved. Your library may set certain automatic actions that are taken in this situation, or you may manually manage the item and patron record through the Resolve lost item dialog box. If you manage recovered items manually, see <a href="Resolve_a_lost-and-unpaid_item_at_circulation.htm#XREF_52854_Resolve_a_lost">Resolve a lost-and-unpaid item at circulation</a>&#160;and <a href="Resolve_a_lost-and-paid_item_at_circulation.htm#XREF_43460_Resolve_a_lost_and">Resolve a lost-and-paid item at circulation</a>.</p>
<ul type="disc">
<li><a name="kanchor1473"></a><a name="IX_Lost_item_counter_Patron"></a><span class="FM_BulletHead">Lost item counter</span>&#160;- The count in the Lost item counter on the Patron Status workform - General view and the Patron Status workform - Claims view increases when a replacement cost for an item is charged to the patron’s account. When the charges related to the item are paid, waived, or otherwise resolved, the count decreases.</li>
</ul>
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<h1><a name="XREF_56297_Manage_a_billed"></a>Manage a Billed Item That is Not Lost</h1>
<p>If an item’s status is <i>not</i>&#160;Lost, but the patron’s account has been charged, resolve the charge and the item:</p>
<ol>
<li value="1">Open the patron’s record in the Patron Status workform - Account view. See <a href="../PPuseacct/Access_the_account_data_for_a_patron_record.htm#XREF_96125_Access_the_account">Access the account data for a patron record</a>.</li>
<li value="2">Pay or waive the charges for the billed item. </li>
<li value="3">Check in the item:<ul type="disc"><li>From the Check In workform - See <a href="../PPckin/Do_a_normal_check-in_from_the_Check_In_workform.htm#XREF_61518_Do_a_basic_check">Do a normal check-in from the Check In workform.</a></li><li>From the item record - Select <b>Tools </b>&gt;<b> Check In</b>, or click <b><img alt="CheckInBut.gif" style="margin-bottom: -10.875pt;width: 34;height: 31;" id="image4" src="CheckInBut_34x31.gif" /></b>.</li></ul></li>
<p>The item’s status changes to In. If your library does not include overdue charges on bills, the overdue fine may be calculated and charged to the patron’s account at this point.</p>
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<h1><a name="XREF_14110_Managing_Lost_Items"></a>Managing Lost Items</h1>
<p><a name="kanchor4413"></a><a name="IX_overview_35"></a>You can declare an item lost in the following situations:</p>
<ul type="disc">
<li>
<p class="FM_Task">A patron notifies the library that a checked-out item is lost. A bill has not been sent, and the account has not been charged.</p>
</li>
<li>
<p class="FM_Task">A patron has received a bill for an overdue item, and the patron notifies the library that the item is lost. The patron’s account has already been charged, but the charges have not been resolved (paid or waived).</p>
</li>
</ul>
<p class="NoteShade"><b>Note:<br /></b>Your library system may automatically declare billed items lost through a Polaris Administration setting. See <MadCap:conditionalText data-mc-conditions="Primary.Online,Primary.Hidden"> <a href="../../Patron_Services_Admin/PDPfines/Overdue_Fines_on_Lost_Items.htm" class="MCXref xref"><span style="color: Blue;" class="mcFormatColor">Overdue Fines on Lost Items</span></a>.</MadCap:conditionalText></p>
<p>Charges for lost items may include the replacement charge, a processing fee, and overdue charge, if any. Your library may or may not place overdue charges on lost items, according to Polaris Administration settings. </p>
<p>If an item was declared lost, but is later found at check-in, check-out, or renewal, you may resolve any charges connected with the item, or your library may set up automatic processing to manage the charges. See <MadCap:conditionalText data-mc-conditions="Primary.Online,Primary.Hidden"><a href="../../Public_Access_Admin/PDOstart/Public_Access_Administration.htm" class="MCXref xref"><span style="color: Blue;" class="mcFormatColor">Setting Public Access Profiles and Parameters</span></a>.</MadCap:conditionalText></p>
<p class="NoteShade"><b>Note:<br /></b>Lost item reports provide useful statistics about lost items. <MadCap:conditionalText data-mc-conditions="Primary.Online,Primary.Hidden"><a href="../../Polaris_Basics/PIreports/Using_Polaris_Standard_Reports.htm" class="MCXref xref"><span style="color: Blue;" class="mcFormatColor">Using Polaris Standard Reports</span></a>.</MadCap:conditionalText></p>
<p>See also:</p>
<ul type="disc">
<li><a href="Declare_an_item_lost.htm#XREF_84650_Declare_a_lost_item">Declare an item lost</a>
</li>
<li><a href="Manage_a_billed_item_that_is_not_Lost.htm#XREF_56297_Manage_a_billed">Manage a billed item that is not Lost</a>
</li>
<li><a href="Resolve_a_lost-and-unpaid_item_at_circulation.htm#XREF_52854_Resolve_a_lost">Resolve a lost-and-unpaid item at circulation</a>
</li>
<li><a href="Resolve_a_lost-and-paid_item_at_circulation.htm#XREF_43460_Resolve_a_lost_and">Resolve a lost-and-paid item at circulation</a>
</li>
</ul>
</div>
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<h1><a name="XREF_43460_Resolve_a_lost_and"></a>Resolve a Lost-and-Paid Item at Circulation</h1>
<p><a name="kanchor1728"></a><a name="IX_resolving_items_paid_for"></a>To resolve an item that has been declared lost, paid for, and found at circulation:</p>
<p class="NoteShade"><a name="kanchor1729"></a><a name="IX_refunding_charges_for"></a><b>Note:<br /></b>If an item has been declared lost and billed, follow this procedure to refund or credit the patron account.</p>
<p class="NoteShade"><b>Note:<br /></b>Your library may set automatic processing options to resolve lost items that are recovered at circulation. See the Public Access Administration PDF Guide: <MadCap:conditionalText data-mc-conditions="Primary.Online,Primary.Hidden"><![CDATA[ ]]><a href="../../Public_Access_Admin/PDOstart/Public_Access_Administration.htm" class="MCXref xref" xrefformat="{color blue}{paratext}{/color}"><span style="color: Blue;" class="mcFormatColor">Setting Public Access Profiles and Parameters</span></a>.</MadCap:conditionalText> If these are in effect, the Resolve lost item dialog box does not appear.</p>
<ol>
<li value="1">Select one of the following options in the Replacement <b>Actions</b> box:<ul><li><b>Credit </b>- Select this to credit the patron’s account. The credit can be applied to current or future charges. Use this option if the patron is not present when the item is found, and then notify the patron.</li></ul></li>
<p class="NoteShade"><b>Note:<br /></b><b>Credit</b>&#160;and <b>Refund</b>&#160;are not available options if the payment was made by credit card. However, depending on your library’s e-commerce provider, you may be able to issue a refund to the patron’s credit card account. See <a href="../PPuseacct/Managing_Credit_Card_Orders.htm#XREF_28959_Managing_Credit">Managing Credit Card Orders</a>.</p>
<ul type="disc">
<li><b>Refund </b>- Select this to refund the patron’s money.</li>
<li><b>Leave as is</b>&#160;- Select this to do nothing with the patron’s account. The circulation process (check-in, check-out, or renewal) is completed.</li>
</ul>
<p class="NoteShade"><b>Note:<br /></b>For billed items, the options are <b>Credit</b>&#160;and <b>Refund</b>.</p>
<li value="2">Select one of the following options in the Processing <b>Actions</b> box:<ul type="disc"><li><b>Credit </b>- Select this to credit the patron’s account. The credit can be applied to current or future charges. Use this option if the patron is not present when the item is found, and then notify the patron.</li><li><b>Refund </b>- Select this to refund the patron’s money. </li></ul></li>
<p class="NoteShade"><b>Note:<br /></b><b>Credit</b>&#160;and <b>Refund</b>&#160;are not available options if the payment was made by credit card. However, depending on your library’s e-commerce provider, you may be able to issue a refund to the patron’s credit card account. See <a href="../PPuseacct/Managing_Credit_Card_Orders.htm#XREF_28959_Managing_Credit">Managing Credit Card Orders</a>.</p>
<ul type="disc">
<li><b>Leave as is - </b>Select this to do nothing with the patron’s account. The circulation process (check-in, check-out, or renewal) is completed.</li>
</ul>
<p class="NoteShade"><b>Note:<br /></b>For billed items, the options are <b>Credit</b>&#160;and <b>Refund</b>.</p>
<li value="3">If there is an overdue charge, select a payment action in the Overdue <b>Actions</b> box:<ul type="disc"><li><b>Pay</b>&#160;- Select this to pay or partially pay the overdue amount. You must select a payment method in the <b>Payment Method</b>&#160;box. If your library accepts credit card payments, and the patron wants to pay with a credit card, select <b>Credit card</b>&#160;in the method box. </li></ul></li>
<p class="NoteShade"><b>Important:<br /></b>If your library uses Active Payment Manager (Class Point of Sale) to manage payments, you cannot pay a fine from the Resolve Lost Item dialog box. Select <b>Waive</b>&#160;or <b>Leave as is</b>&#160;instead. If you choose to leave the charge on the patron’s account, you can pay it from the Patron Status workform - Account view using Class Point of Sale.</p>
<ul type="disc">
<li><b>Waive</b> - Select this to waive or partially waive the overdue amount.</li>
<li><b>Leave as is</b>&#160;- Select this to do nothing with the patron’s account. The circulation process (check in, check out, or renewal) is completed.</li>
</ul>
<li value="4">Click <b>OK</b> on the dialog box.</li>
<p class="NoteShade"><b>Note:<br /></b>If you click <b>Cancel</b>, the circulation process stops and the Resolve lost/billed item dialog box closes. The next time you attempt to check in, check out, or renew the item, the Resolve lost item dialog box appears.</p>
<ul type="disc">
<li>The item circulation status changes from Lost to In.</li>
<li>On the Patron Status workform, paid, waived, and credited amounts appear in the Transaction Summary dialog box (Account view).</li>
</ul>
</ol>
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<h1><a name="XREF_52854_Resolve_a_lost"></a>Resolve a Lost-and-Unpaid Item at Circulation</h1>
<p><a name="kanchor5192"></a><a name="IX_resolving_items_not_paid"></a>During check-in, check-out, or renewal, the Resolve lost item dialog box may appear if the item has been declared lost, the item has been charged (but not paid for or waived), and the item is found at circulation.</p>
<p>To resolve a lost item that has been charged:</p>
<p class="NoteShade"><b>Note:<br /></b>Your library may set automatic processing options to resolve lost items that are recovered at circulation. If these are in effect, the Resolve lost item dialog box does not appear.</p>
<ol>
<li value="1">Select a payment action in the Replacement <b>Actions</b> box:</li>
<ul type="disc">
<li>
<p class="FM_Bullet"><b>Waive</b>&#160;- Select this to waive or partially waive the replacement amount.</p>
</li>
<li>
<p class="FM_Bullet"><b>Leave as is</b> - Select this to do nothing with the patron’s account.</p>
</li>
</ul>
<li value="2">If there is a processing fee, select a payment action in the Processing <b>Actions</b> box:<ul type="disc"><li><b>Waive</b>&#160;- Select this to waive or partially waive the processing amount.</li><li><b>Leave as is</b> - Select this to do nothing with the patron’s account.</li></ul></li>
<li value="3">If there is an overdue charge, select a payment action in the Overdue <b>Actions</b> box:<ul type="disc"><li><b>Pay</b>&#160;- Select this to pay or partially pay the overdue amount. You must select a payment method in the <b>Payment Method</b>&#160;box. If your library accepts credit card payments, and the patron wants to pay with a credit card, select <b>Credit card</b>&#160;in the method box.</li></ul></li>
<p class="NoteShade"><b>Important:<br /></b>If your library uses Active Payment Manager (Class Point of Sale) to manage payments, you cannot pay a fine from the Resolve Lost Item dialog box. Select <b>Waive</b>&#160;or <b>Leave as is</b>&#160;instead. If you choose to leave the charge on the patron’s account, you can pay it from the Patron Status workform - Account view using Class Point of Sale.</p>
<ul type="disc">
<li><b>Waive</b> - Select this to waive or partially waive the overdue amount.</li>
<li><b>Leave as is</b>&#160;- Select this to do nothing with the patron’s account. The circulation process (check in, check out, or renewal) is completed.</li>
</ul>
<li value="4">Click <b>OK</b> on the dialog box.</li>
<p class="NoteShade"><b>Note:<br /></b>If you click <b>Cancel</b>, the circulation process stops and the Resolve lost/billed item dialog box closes. The next time you attempt to check in, check out, or renew the item, the Resolve lost item dialog box appears.</p>
<ul type="disc">
<li>
<p class="FM_Bullet">The item circulation status changes from Lost to In.</p>
</li>
<li>
<p class="FM_Bullet">On the Patron Status workform, paid and waived amounts appear in the Transaction Summary dialog box (Account view), and the lost item counter decrements (General view and Claims view). The item is removed from the claimed items list (Claims view).</p>
</li>
<li>
<p class="FM_Bullet">If you set Polaris for fine receipt printing at the current workform, then a receipt prints. See <a href="../PPworkstn/Setting_Up_Receipt_Printing_from_Workforms.htm#XREF_66208_Setting_Print" class="MCXref xref" xrefformat="{color blue}{paratext}{/color}"><span style="color: Blue;" class="mcFormatColor">Setting Up Receipt Printing from Workforms</span></a>.</p>
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