Lost Items
Conditions for refunds
- A borrower who pays for a LOST catalogued item may claim a refund if the material is returned within 3 months from the date of payment.
- When payment is made by cheque a refund is not issued within 30 days of receipt of the cheque.
- NOTE: Refunds for uncatalogued items are at the discretion of the service point manager.
Processing refunds
Note: you may also complete this research through the iNovah admin portal. See Researching payments in iNovah for more information.
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Verify the item being returned for a refund matches the item paid for in the customer's Bill History (Paid Bills).
- Display User > Bills > Paid
- Locate the item in the list > click on $0.00 in the Owes column. A pop-up window will occur.
- Verify method of payment
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Create a refund bill on customer’s account.
- Billing a User > [User ID] > Reason: REFUNDED > [amount] > Bill User
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Pay the bill using iNovah procedures in the iNovah Documentation for Frontline Staff.
- NOTE: if the amount of a refund is larger than the service point can accommodate, contact Financial Services/Accounting Section to have a cheque mailed to the customer.
When do paid for lost items disappear from the ILS?
It takes 6 months before an item that was lost and paid for is removed from the ILS:
- (Day 1) Bill for lost item is paid in full
- (Day 1) 9:15pm, a daily process runs and the item is CKO to a DISCARD card
- (Day 90) Normally DISCARD items are removed from the system after 90 days, however these items have a paid bill attached to them so they cannot be deleted.
- (6 Months later) the bill on the item is archived; the item will now delete from the system.
Membership Fees
Any other outstanding charges are deducted from the membership fee refund.
Non-Resident memberships:
- rebated less a 3-month charge covering processing and handling or less each expired month, whichever is the greater (see Fee schedule).
- The refund is $5.00 per unused month, up to $45.00.