Damaged Item Update!

Good evening, all!
I wanted to do a brief refresher on the process for damaged items on a customer account. Then I cleared off the damaged item shelves and realized that was ridiculous so I wrote this to get everyone up to speed.

As of this past summer, COMS and Fred Schumacher have created a new procedure for handling damaged items being returned by customers. The procedure is as follows:

1. The first thing we must do is call/inform the customer about the condition of the item as well as the price of the item (including the processing fee) and let them know we will hold the item for no more than 30 days for them to review the item or for the item to be claimed by them. The customer is welcome to the item AFTER the item is paid for, not before.

2. Place a note on the customer’s record about the transaction. Make sure to put the title AND barcode of the item, date and your initials so we know when the customer’s 30 days are up.

3. Place 2 manual fines. The first manual fine will be for the cost of the item without the processing fee. Make sure to add the title and barcode. Also, note what was damaged about the item (water damaged, stained purple, ripped cover, mold colony). It should look something like this: Item 33477455154451 "50 SHADES OF GREY RETURNED W/ MOLD. After you have completed this, place a second manual fine for the processing fee (“50 Shades of Grey 33477455154541 Processing Fee)

4. Check in the item and waive overdue fines. Make sure to add the fines you’ve waived to your note.

5. Discard the item through PuttyCat and stamp it.

6. Print out the customer’s record. Treat it like a “hold slip” Write the name of the customer vertically on the printout. Include the date you received the item at the bottom, just as they are on the holds. DO NOT WRITE ON THE ACTUAL DAMAGED ITEM, ONLY ON THE PRINTOUT OF THE CUSTOMER’S RECORD.

Now, here are a few helpful instructions on damaged item procedure.

• If a customer returns an item with a definite mold/mildew pattern or colony, charge the customer and discard it immediately. We will not hold anything that may one day harbor sentient life on our damaged item shelves.

• Remember my mantra: “Wavy lines, they’re paying fines”

• Smell is not a factor in charging for items. If a customer returns an item that just smells bad, accept it and discard it later.

• If a customer returns an item without the DVD or CD inside, do not charge the customer until their 30 days are over. They have 30 days to bring their orphaned item back to us before we charge them. We still need to be consistent in calling the customer and letting them know.

• Nothing should go on the damaged item shelf that isn’t attached to a customer’s account.

• If a customer’s phone is disconnected, make sure to place a note in the account reflecting this.

• If a customer has returned something with pencil markings, give them the opportunity to erase them, but note the account if they leave with the item so we know to check upon their next visit.

• Use your best judgment. If something is wet and the customer claimed they checked it out that way 6 weeks ago, it’s likely they will have to pay for the item. If binding is coming loose, that happens and we expect it to happen. As long as pages are torn out, we can work with that. If there is dust on the item, don’t blame the customer. We are a public library and we’ve got dust everywhere, but if there is mud or an unidentified substance on the item, we will need to charge the customer.

• Don’t be afraid to tell customers the item is damaged. The vast majority of the time they will cop to it once it’s mentioned. Make sure to note the account on this.