If a patron claims to have returned an item, but it is still showing as loaned/missing in Alma, a claimed return status can be added to their record.
This status will stop Alma from generating patron notification emails and hide the record in Primo until the situation is resolved.
Required Role: Circulation Desk Operator or Manager OR Circulation Desk Operator – Limited (student workers)
Claimed Return Instructions
1. Navigate to Manage Patron Services (Fulfillment > Checkin/Check Out > Manage Patron Services).
2. Scan in patron's barcode or type in EMPLID. Click Go.
3. The patron's information shows and defaults to the Loans tab. From this listing, click on the ellipses for the selected item. Click Claimed Return.
4. Add a note if needed. (This is an internal note and not visible to the patron.) Click the green Claim Returned button. The patron will not receive an email that the claim return status was applied.
5. In the patron's record, note the status change for the item.
Note: In the item record, it shows Process Type: Claimed Return and Status: Item not in place. Clicking the Claimed Return link will open the "On Loan Item" page with information about the loan and borrower name. Click on the linked borrower name to view the patron record.
If the item is subsequently returned or scanned in, you will see the notice "Item that was claimed as returned has been checked in."