Claims
Library staff with permission to check items in and out can also mark items as claimed returned. See Claim returned process for more information.
View claims in the Console
To view a list of claims made for a customer:
- Sign in to the Wise Console.
- Search for a customer.
- From the customer record, select the Activity tab, then select the Claims tab.
- The Claims screen will show a list of claims made for a customer. The following information is included for each item:
| Column | Description |
|---|---|
| Condition | Indicates whether the item was eventually Recovered from the customer, or if the item remains Unrecovered (the item has not been found on the shelf and has not been recovered from the customer). |
| Claim type |
Indicates the type of claim for the item. Options include:
|
| Title | The title of the claimed item. |
| Barcode | The barcode of the claimed item. |
| Created Date | The date that the claim was created. |
| Updated Date | The date of the last update to the claim. |
| Status/Substatus | The status and substatus assigned to the item. When an item is claimed, the status of the item changes to M - Missing, Y - Claims Returned. For more information, see |
| Notes | Contains the information entered in the |
Claims will remain on this screen until the libary's configured time period for counting claims has passed. If a claimed item is recovered, it will automatically change from “unrecovered” status to “recovered” status at check-in.
Make a claim
Single item claims
To claim a single item as returned:
- Navigate to the Activity tab > Checked out tab.
- Click the three dots in the Actions column for the item to be claimed. See Bulk claims below for the bulk renewal workflow.
- Select Handle claim from the drop-down menu of options.
- The Handle claims form will open. The title, item barcode, cost of the item, and any associated fine amount will be automatically populated on the form and cannot be edited.
Note: A warning message showing the library's claim limit policy will also display above the form. If the customer has exceeded the total number of claims allowed, this information will also display here.
- Select a claim type from the Claim type drop-down menu (required):
- Never had: The customer has indicated that they never checked out the item.
- Returned: The customer has indicated that the item was already returned.
- Optionally, a Handle claim note can be added as well.
- Click Submit to save the claim. After a claim is made, the claims returned items will appear on the Claims tab. The claim will remain on the claim screen until the library’s configured time period for counting claims has passed. If a claimed item is recovered, it will automatically change from “unrecovered” status to “recovered” status at check-in.
Bulk claims
To make a bulk claim for multiple items:
- Navigate to the Activity tab > Checked out tab.
- Use the checkbox next to the checked-out items to select the items you would like to claim returned.
Note: To select all Checked out items, click the checkbox at the top left of the list of checked-out items:
- Click the arrow next to Register fine and select Handle claim. The Handle claims form will open. The titles, item barcodes, costs of the items, and any associated fine amounts will be automatically populated on the form for each of the selected items and cannot be edited.
Note: A warning message showing the library's claim limit policy will also display above the form. If the customer has exceeded the total number of claims allowed, this information will also display here.
- For each item, select a claim type from the Claim type drop-down menu (required).
- Optionally, a Handle claim note can be added for each item as well.
- Click Submit to save the claims. After the claims have been made, the claims returned or claims never had items will appear on the Claims tab. The claims will remain on the claim screen until the library’s configured time period for counting claims has passed. If a claimed item is recovered, it will automatically change from “unrecovered” status to “recovered” status at check-in.
Handling claims returned items
When an item is flagged as claims returned, it will appear on the Missing items overview so the library can search for the item. The item will remain on the customer's Claims tab until the search period is complete. If the time limit for discarding the claimed item has passed, the item will be discarded through an overnight process with a Discard reason of Y – Claims Returned. This status can be viewed in the (TABAFR) Discard reasons table in the Wise Manager. For more information, see Items system tables.
If the item is located and checked in, it will change from status M - Missing, Y - Claims Returned to B - Available, and the customer's Items Claimed Returned counter will decrease