Dealing with lost or damaged Items

In the unfortunate event that an item comes back damaged or is lost and you want to change the user for that item, you can do this via our payment system.  

We recommend that even if an item is lost/stolen, that you check the item back in as soon as you know so that the item does not continue to be listed as Due or Overdue.

These procedures assume that you have recorded a Replacement Cost (or "Historical Cost" aka the price you paid for the item) and will be charging those fees. If you are not charging, you can skip Steps 2-4 and go straight to checking the item in. You will need to know how much you plan to charge for the damage or item replacement:

1. Log into your admin account (each staff member should have their own admin account)
2. Go to Loans > All Checked Out and use the instant search box (upper right corner of the list) to find the user/item
3. Click on the Item Name in the list to display the item information.
4. Note the "Replacement Cost" (or Historical Cost) at the bottom of the page
5. Click "Check In"
6. On the Check In page do the following:
   • In the "Summary" section next to "Additional Fees" select the fee type (Lost/Damaged/etc) and enter the replacement cost noted in step 4 above.
   • Tab or click out of the fee box
   • Process the payment as usual (recommended you connect your site to Stripe so you can just charge a credit/debit card in the cart)
7. Click "Record Transaction"

If the item is not repairable and will be removed from inventory also do the following:

1. If your organization uses Maintenance Plans click on the "wrench" (spanner) icon after the item name and set the maintenance plan on the item that is appropriate
2. If your organization does not use Maintenance Plans
   • Click on the "Edit" icon after the item name on the transaction receipt
   • Give it the "Deleted" status (which will hide it from members and admins) and any other statuses you have set up (like Disable, Lost, Stolen, Damaged. etc.)
   • Save the Item

In the future, we plan to have an option to mark an item as lost/damaged right at check in, which would bring up the "replacement cost" (that could be edited) and then mark the item as gone all from the check in workflow.