Damaged and Missing Parts
The following procedures cover what steps to take if an item arrives in delivery and is either missing a part or is damaged. If the item was returned to your library damaged or missing parts, refer to these Damaged procedures.
In-Transit Items: Missing Parts
If an item arrives at your library via the blue delivery bins but is incomplete (missing a disc, missing a game cartridge), take the following steps.
1. Check the item record to see where the item was last checked in.
2. Contact the library where the item was returned.
3. The return library will contact the last patron to see if they have the missing piece.
4. One library will add a free-text block to the item record noting the issue. Make sure to include the date, library code, and staff initials in the block text. The note should contain enough detail to alert any other staff who looks at the item of the situation.
5. The libraries will determine who should hold the incomplete item based on what makes the most sense in that particular situation.
In-Transit Items: Damaged
If an item arrives at your library via the blue delivery bins damaged to the point where you do not feel comfortable circulating it to your patron, take the following steps.
A. The damage is not noted and appears to have occurred during delivery (for example, all items in the bin are water damaged):
1. Contact RAILS via the Illinois Delivery Support System at to notify of damage. Please refer to the RAILS Delivery Help Desk web page.
2. If the library receives reimbursement from RAILS for damaged items, that library will be responsible for distributing the funds to other libraries as necessary.
B. The damage is not noted and the item belongs to you:
1. If the item is trapping for a hold, do not fill hold. Select NO when asked to hold the item. Select YES to reactivate the hold.
2. Contact the library where the item was returned. The return library is responsible for contacting the patron and managing any replacement charges. If needed, send the item back to the return library or email a photo of the item to the library so they have something to reference with the patron.
C. The damage is not noted and does not belong to you (is in-transit to your location for a hold):
1. Check the item but do not trap the hold. Select NO when asked to hold the item. Select YES to reactivate the hold. The patron's request will remain at the top of the queue and the item will be set in-transit to the Owning Library.
2. Send the item back to the Owning Library. Add a free-text block to the item's record noting the damage. Make sure to include the date, library code, and staff initials in the block text.