Payments & Refunds: Bills Reasons

If lost material is being returned:

• Discharge the item
• Give to an Audiovisual Technician or AV/Circulation Technician

If lost material is being returned:

• Discharge the item if possible.
• Give to an Audiovisual Technician or AV/Circulation Technician

Patron returns material within 30 days

1. Discharge the item.
2. Overdue fines still apply.
3. Staff can individually pay any bill associated with the item except the CLAIMS_RET bill.

Note: Do not use the Total bills and payments section as this will apply payment in the order bills display not by type.

4. Inform the Library Resources Technician that the material has been returned and that the CLAIMS_RET bill(s) are still outstanding.

Note: CLAIMS_RET bills will only be manually canceled by the LRT if material is returned within 30 days of the billing date unless the Library was in in error.

Additional overdue fines may be added to the patron's account by the LRT to correspond with the date the item was actually returned.

Patron returns material but billing date is more than 30 days ago

1. The CLAIMS_RET bills will not be canceled.
2. The patron must pay the bill(s).
3. Once payment is received the patron can keep the book.

Patron choose to pay because they cannot return the material

1. Follow the steps for accepting payment.
2. Give the patron and item information to the Library Resources Technician.

Patron wishes to discuss/dispute bill or fines

Refer patron to  Library Borrowing and Fine Questions form if there are questions or concerns.

Description

Patron is required to pay DAMAGE bills.

If replacement costs have been charged see Snag Shelf.

Refer patron to  Library Borrowing and Fine Questions form if there are questions or concerns.

Bill is for replacement costs for a long overdue material. Depending on the amount owing the account may have been sent to a Collection Agency.

The item will:

• Have been discharged from the User on the same date that the FINAL_BILL was added.
• Have been charged to the MISSING user ID and marked  MISSING.

The User will:

•  Have a FINAL_BILL on their record which will include the price of item and a bill note that includes the call #, title, item ID and due date.
• Have A LOSTITEM note  listing all the item information associated with the Final Bill e.g. Title, Call #, Copy #, Item ID and due date.
• The patron's status will be changed to BARRED.

Note: After 30 days when an assumed LOST bill is automatically replaced by a FINAL_BILL, the LOST bill will display on the patron's record as a paid bill with a Payment type of CANCEL. The patron must still pay the FINAL_BILL.  

Item found during Discharge Process

If the item is found during the discharge process: (i.e. the patron is not around): 

1. Give the item to the Request Technician at your campus.
2. The Request Technician at your campus will send the Surrey Reserves Technician the item information regarding the FINAL_BILL item that has been returned. If the Surrey Reserves Technician is away they will inform the Library Resources Technician.

Patron wants to return material

1. The Library will not accept material back that has a bill reason of FINAL_BILL

Note: For equipment an exception may be made see: Final Bill for AV Equipment

2. Do not discharge the material.
3. Follow the steps for Patron pays in the next column.

Note: The bill itself will not include item details but there will be a NOTE in the patron's record Extended Info field with the item's details.

Patron pays at the Library

1. Bring up the patron's record in Display User.
2. On the Bills tab there will be no Title or Item ID associated with the bill.
3. The item information will be either
   • In a LOSTITEM note on the Extended Info tab or
   • In the Note column on the Bills tab.
4. Click on the Print User helper.
5. Check the boxes for Extended Info and List of Bills/Unpaid.
6. Click on Print.
7. Follow the steps for accepting payment.
8. The patron must pay any outstanding bills associated with the item on their account.
9. Once the FINAL_BILL payment is received the patron can keep the item.
10. Mark on the printout the bills that have been paid.
11. Send the printout to the Library Resources Technician or Surrey Reserves Technician.
12. The patron will remain barred and registration/transcripts may be held until the account is cleared by the LRT or Surrey Reserves Technician.

Patron wishes to discuss/dispute bill or fines

Refer patron to  Library Borrowing and Fine Questions form if there are questions or concerns

Description

Patron returns material within 30 days of billing

1. Discharge the item.
2. If the "Warning!!! This item was reported as lost or assumed lost" message comes up the bill will be automatically removed from the patron's account.
3. If that message does not come up,
   • Click on Paying Bills.
   • Click on File/Print Screen.
   • Make a printout of the bills and send to the Library Resources Technician or Surrey Reserves Technician.
   • In the Individual Bills and Payments section select the LOST bill.
   • Change Payment Type to CANCEL.
   • In the Payment field enter the amount to be canceled.
   • Click on Pay Bills.

Note: Do not use the Total bills and payments section as this will apply payment in the order the bills display not by type.

4. Overdue fines will still apply if applicable.
5. If the patron's account has been sent to Collection, registration/transcripts will be held until the account is cleared by the LRT or Surrey Reserves Technician

Patron does not return material but chooses to pay instead

Follow the steps for accepting payment.

If there is a note on the patron's record that their account has been sent to a Collection Agency, inform the Library Resources Technician or Surrey Reserve Technician

Patron wishes to discuss/dispute bill or fines

Refer patron to  Library Borrowing and Fine Questions form if there are questions or concerns.

Description

Patron is required to pay any overdue fines. Refer patron to  Library Borrowing and Fine Questions form if there are questions or concerns.

Description

Patron is required to pay any overdue fines. Refer patron to  Library Borrowing and Fine Questions form  if there are questions or concerns.

Description

 Overdue fine charged on Course Reserve material

Patron is required to pay any overdue fines. Refer patron to  Library Borrowing and Fine Questions form  if there are questions or concerns