Claim Returns Claim Returns are NOT to be used when a patron admits to having lost an item. When a patron claims to have returned an item that is still checked out on his/her card, follow these procedures: Check the shelves. Check the holding code on TLC, also. If it doesn’t show your branch as the owning library, that may indicate a problem. Call the branch that is the circulating library and have personnel look for the book. If the item is renewable, offer to renew it to give the patron more time to search for it. If you don’t find the book and it cannot be renewed, go to “Patron Record” Click on “Miscellaneous Info”. On the lower right side you’ll see “Items Claimed Returned”. If the number is zero, follow directions given below. Previous Claimed Returned on Record If the number is one or higher, click on “Lost Items”. That will tell you what the patron had claimed to have returned earlier. Check the shelves and etc., for this item. If it can’t be found, offer to renew the current item out so you and the patron can look for the item and the patron can still check out. If renewal is not possible, the patron cannot check out until either the first or second claim return has been found or paid for. Directions for the first “Claim Returned” Go to the Check In Screen Click on “Special Status”. Select “Claim Return” (or “Claims Never Checked Out”) Check item in. If the item is checked in at any branch the Claim Return will be taken off the patron’s record NOTE: If a patron has one claim return that is over one year old and the item is still showing up as lost (indicating it is still a claim return), call or instant message or e-mail Betsy or Lisa.