Four Types of Damaged Items:

• Normal Wear & Tear
• Fixable Damage
• Total Loss/Damaged Beyond Repair by a User
• Damaged in Delivery

Within these four categories, the procedure may differ whether it is your own item or if the item belongs to another library system.

Normal Wear & Tear

Your Own Item

Check the damaged item out to XYZMENDING where XYZ is your library code. The person who is responsible for mending can fix the item or have it discarded.

Another Library's Item
Check the item out to the DAMAGED user, attach a note explaining the damage and send back to the owning library.

It is imperative to not check the item in as it may capture another hold. PLEASE do not send items that are falling apart to the next hold location.

If the item is received in delivery and still usable, feel free to check it out to the user. Attach a note to the item so the user is not blamed for the damage.

Fixable Damage

Sometimes there’s damage that is fixable and the user needs to be charged at the library’s discretion. Some examples may be a broken case, a lost DVD sleeve, missing barcode, etc.

Your Own Item

Check the damaged item out to XYZMENDING where XYZ is your library code. The person who is responsible for mending can fix the item or have it discarded.

If you own the item, bill the user for the damage. You can use the DAMAGE bill reason, or your library may have a more fitting Bill Reason such as BARCODE.

A list of possible bill reasons is available here.

Another Library's Item
If it is an item owned by another library, contact the owning library for the cost. Bill the user for the damage, once again using damaged or other appropriate bill reason.

Attached a note to the item and return to the owning library.

Total Loss/Damaged Beyond Repair by a User

The item may be a total loss which means it is not repairable. This happens when the “dog ate the book” or if the item got soaked with water. 

Regardless if the item belongs to your library or another library, please follow the Procedures for Items Damaged Beyond Repair.

Damaged in Delivery

Sometimes items get damaged while going through the Statewide Delivery system. 

Your Own Item

Complete Loss:

• Go to the Statewide Delivery Customer Service form webpage.
• Select “Lost or damaged item claim”
• Complete and submit the Customer Service Form.
• After completing the form, check the item out to your XYZMENDING or XYZDISCARD user, where XYZ is your library code.

After the claim is made, it can be discarded, but please keep record of the claim. Photos are good to keep as well.

Minor Damage:
Check the item out to your XYZMENDING user and repair the damage.

Another Library's Item
Complete Loss:

Check the item out to DAMAGE and attach a note explaining the item was damaged through delivery. Send the item back to the owning library. The owning library should complete the customer service form.

Minor Damage:
If the item is still usable by the patron, attach a note to the item so the patron will not be blamed for the damage. Upon return, check the item out to DAMAGE, attach a note explaining the damage, and return to the owning library.