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Payments & Refunds: Refunds

Refunds for Materials

Overview

  1. Refunds will only be issued for LOST or CLAIM RETURNED items paid for within 30 days of the billing date unless the Library was in error.

Note: If payment was made more than 30 days ago and the patron is insistent refer the patron to the  Library Borrowing and Fines Dispute form.

  1. The Library only issues refunds for the following bill reasons:
    • AV_LOST_EQ
    • CLAIMS_RET
    • LOST
  1. The Library does not issue refunds for fines, unless the Library was at fault.
  2. The Library will not issue an immediate refund. Refunds are processed via Finance.
  3. A full refund will only be issued when the fault lies with the library e.g. Claims returned item found on shelf.
  4. If the fault lies with the patron, a refund will consist of the amount paid minus any fines that would have accumulated.

 

Procedures

  1. Click on .
  2. Click on the Bills tab and in the Display options section click on the drop down arrow for Bills and choose Paid.

Note: If the item has not been paid for and the bill is still outstanding (unpaid) on the patron's account see Bill Reasons for procedures.

  1. For the item in question, click on the dotted underlined amount under Owes and a glossary window with more details will open.
  2. Verify that the item is the same item that had been paid for by comparing title, call number, copy number and barcode to the information on screen.
  3. Verify the Payment type. If the Payment type is WAIVED or CANCEL then no refunds will be issued.
  4. Verify that the billed date (listed in Date column) is within the last 30 days.

  1. Close the glossary window.
  2. If the patron should be issued a refund, click on File/Print Screen and make a print out of the patron's Bills tab.
  3. Write FOUND and the date on the printout,  highlight the title(s) that have been found and whether they were returned by the patron (including in the bookdrop) or found in the Library on the shelves.
  4. Give the printout to the campus Request Technician.
  5. The Request Technician will inform the Library Resources Technician who will fill out the Request for Refund Form if applicable and will send the form to Finance.
  6. Finance will issue the patron a refund.
  7. The refund process can take up to six weeks to complete.
  8. If the patron is a student and they have outstanding fees, the refund will be applied to their outstanding fees.