What do I do if a customer has an overdue item they want to check out again?
Answer
- The customer must bring the item into the library with their library card (student ID/community card/VBPL card). DO NOT renew over the phone.
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If the item is under 30 days overdue:
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Check the item in to ensure there are no holds.
- If no holds, then the item can be checked out again.
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If the item is over 30 days but under 180 days overdue:
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Inform the customer that the overdue process was started, so they may have received an email or letter in the mail.
- Check the item in to ensure there are no holds.
- Remove the service indicator in SIS (see link below for instructions).
- Remove the service indicator note in the customer's record in Alma and the circulation note in the item record.
- Inform the circulation supervisor or specialist at the item's home campus so paperwork can be pulled and records double-checked.
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If the item is 180 days or more overdue:
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The item may not be returned or checked out.
- Inform the customer that their account has gone to collections.
- Involve the circulation supervisor or specialist if needed to explain the process.
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