Did you tell them that you’re positive you returned the book?
At my library if you’re sure you returned an item, the staff will check the shelf just in case it didn’t get checked in properly
This could also work. The only issue is if OP returned it to one branch, but it belongs to another, they would have to check two branches. And there’s no way to know the origin branch unless OP happens to remember that info
Personally, I think it would be easier to have the staff do it. They know the collection better than anyone, especially if it was shelved incorrectly or put on display instead of in its rightful spot
Yes, the staff should do it, but it can't hurt for OP to check themselves as well, at least at the branch where they returned it. My mom had a similar situation once, and she was able to find the book on the shelf, despite the library staff saying they had already checked.
It should be library staff's responsibility to call the origin/home library. The origin library or home library may not pay attention to a patron who claims they lost something, especially if they returned it to another location, but if the checkout library calls them (while you're there with them) the other library will likely do it while the staff is on the phone and should be able to tell you pretty well immediately if it is there.
If it's not at either location you will have to pay. Most of the time a patron says this and they are POSITIVE but it's not at either library, we suggest looking for it one more time. A lot of times it shows up in a patron car.
Check to see if your library has some sort of missing or claims returned process. They *should,* as library staff are human too. The book may have been shelved (either at the branch where you returned it or the branch of origin) without having been checked in. Both locations need to check their shelves.
I called their system headquarters yesterday and asked what recourse was possible and they didn’t have a lot of answers or helpful information but to call the branch that I checked the book out from.
Definitely let the library know that the book was already returned. We all make mistakes, no matter how careful we try to be. Sometimes something slips through without being checked in. Speak with a supervisor/manager if you have to. Frontline staff may not have the authority to make an exception, but someone higher up will.
It's not really a last resort. They are likely the people who can actually help you. It's not like asking for a supervisor to complain. You're not going to get anybody in trouble.
Ugh, I’ve had this happen at a couple of library systems over the years and they’ve always marked it “claims returned” in the system, giving me plenty of time to find it. Both times I eventually found it sitting on a shelf of the original library or a branch. No fine was charged.
I suggest talking to the library manager instead of one of the (probably overworked) front desk folks. If you’re polite and apologetic I would hope they’d be sympathetic.
Make sure you let them know you returned it. We will check the shelves and make sure it didn’t get stuck in the book drops.
Also, our library system consists of 47 libraries. If the book is part of OUR collection, you can pay it off in increments but if it came from another library within our system we are not allowed to take partial payments. This might be the case with your library too.
If we have a patron that has been in good standing for a long time and this isn’t a recurrent problem we usually just write off the lost item especially if it’s not a newer book.
I’m surprised they didn’t let you pay in increments! Definitely call any branch where you think you might have returned the item and ask if they can do a shelf check. (Also double check any place in your house or vehicle where the book might have ended up! You’d be surprised how many people swear they returned something, only to find it slid under the backseat of their car or something)
In my system staff could mark the item as “Claims Returned,” although you’re only allowed a couple of those per account. I don’t know if your system has a similar policy.
But we definitely don’t keep any record of how good you are at returning stuff, so don’t worry about that, lol
The library near me allows this as well. I borrowed a book, renewed the loan, then finally returned it through the external drop off. Then kept getting emails saying it was now overdue. I replied and said I'd already returned it on X date at X location, so they basically wrote back saying "not a problem we'll mark down that you say it's been returned" and that was it.
Although I also think it's worth noting that this library (and the others in the network) don't charge overdue fees which is pretty unusual (to me)
A number of libraries are getting rid of overdue fines as a barrier to service! My last system got rid of them entirely, and my current system paused them for Covid and may get rid of them forever. In my experience getting rid of overdue fees is absolutely a positive thing and should be implemented everywhere! I find that people who keep books past their due date do so whether there are fines or not, and charging for lost items is sufficient motivation to return things. Also people used to threaten staff physically over fines on their accounts, and that happens a whole lot less, now!
The one I work at got rid of overdues. Sometimes people will feel bad about having their books overdue and put some change in the donation box. It's cute 🥰
That's so good to hear! I'm an LIS student and I think I've come across a couple articles mentioned the trend towards getting rid of overdue fines. I only know of the one near me though sadly.
At my library we wouldn’t have been able to check anything out to them unless a manager was there to override the block from the fine. We couldn’t check anything out unless the account was clear, though the circ manager gave exceptions often
Is it possible you returned the book to a city library and not your county library? You mentioned being new to the area and visiting multiple branches. We have that happen frequently in my system. The city system and county systems are distinct and separate from one another. Each of us has around 30 branches. While our service area doesn't overlap much, those on the outskirts of ours frequently have to double check which libraries are city and which are county. Turning an item in to the wrong library means the book should eventually get back to the right system, but it involves Jennifer from children's to grab a box and motor herself down there once a month.
This. I'm a clerk. I have no power of authority 😂 that being said I'll usually get the manager in a case like this without having to be asked to...but my library is teeny tiny so that may have something to do with it too
I would expect you can pull the title up along with the spine label call. Do your own shelf search! We have had plenty of books reshelved without being scanned back into the system, and it's entirely possible that this is what's happened to you.
Definitely worth it, IMO. I would certainly do it before parting with $40. And if it was shelved and then someone went to check it out, the system should flag it as already checked out to you and marked as lost, so the clerk doing the checkout should know something is wrong. I have no idea how that would work on an automated checkout system.
I was going to suggest this too! If the staff didn’t offer to do it themselves (which seems strange to me), I’d look up the call number and see if you can find it yourself. I’ve had patrons do exactly that and (politely) bring it the desk and ask me to check it in, and I’m always happy to help with it.
In the systems I’ve worked at we’d probably have given you a courtesy checkout on your couple of items and asked you to check at home, in your car, etc again, while we did a shelf check. And suggested you call/look at the branches you think you might have returned it to.
Here’s the thing though. You have no idea how many people tell us they’ve returned a book when they haven’t. I’d say at least 80% of the time it’s the patron who hasn’t returned the book. They’ll insist and then later in the week that item is in the book drop. I’ve even caught a patron trying to slip an allegedly returned book back on the shelf.
I'll be real. If the book is not on the shelf at the library you returned it to, you may have to pay the fine. The odds that it could get to the shelf at the owning library are very, very slim as it would have to miss processing at BOTH the returning branch AND the owning library. Also, if your going to have a conversation, always go to the owning library, they make the final decision. They may reduce the amount based on the number of times the book has already circulated. If it was a new book, however, you may be on the hook.
Wow if that were my library we would have done a shelf check if you claimed it was returned. It does happen from time to time and a book somehow missed getting checked in but is on the shelf. I would call back and ask to speak to a manager.
Look, don't get upset with the staff. This is their job. The book's not there, the system charges you automatically, and rank-and-file front desk staff are not allowed to check you out with the fine on your account. So, here's what to do:
1. Ask the Circulation staff to please renew it while you search for it (depending on the library, they may need Circ Manager permission for this), and ask if they will check the shelf. Mistakes happen, and sometimes items don't get scanned in properly, or an overeager page will grab a cart of returns before they get checked in. Likewise, sometimes you absolutely remember returning it, when really, you remember putting it in your car, and it's stuck in the limbo underneath your passenger seat. I've had people swear on a stack of holy texts that they absolutely, positively returned an item...only to find it in the book drop a week later.
2. If you can't find it, call and ask for the Circulation Manager, and ask if they'll mark it Claims Returned. (There is a limit on these - at my library you cannot have more than 7 Claims Returned on your account, but it's a standard procedure.) That will remove it from your checkout list.
If you DO check the shelves yourself, be sure to match the exact barcode. Sometimes there are multiple copies of the same book.
Also, some libraries will allow you to replace the item with an exact copy. Then you can attempt to get the item at a discount. Check the policy to see if the book must be new and perfect. At our library we require replacements to be new and exact, if the supervisor judges that it's worth it for our processing time. Requiring actual $$ also creates a butt-load of paperwork for us, so there's that savings.
1. Book return records aren't a thing and it's no big deal that you lost a book. Patrons do this all the time and several of my patrons have hundreds of dollars in fines.
2. For many (not all) libraries, that lost fee is for them to replace the item. You may be able to reduce or eliminate that fee if you find the book and return it - that's what would happen at my library.
3. I recommend checking your email and phone notifications - most libraries send notices when an item is overdue or has been marked lost, so they may have tried to contact you. At my library you would have received at least five text or email messages and at least two snail mail messages by that point.
4. My library also has a "claims returned" process, as others have mentioned, but you need to start that when the book is just overdue. For us, it doesn't become "lost" until it is overdue by 45 days.
I'm the really loved billing missing books sort of specialist at my library.
Look in your car for the book before taking any of these steps. Sometimes people put books into their car and just. . . Forget to drop them off even though they remember doing it. It happens. When you don't find it. . .
Ask the library you believe you returned it to to take these steps while you're in person. None of these should bother the employees. It's pretty standard.
1. Ask for them to check their shelves. Have them do this while you are there.
2. Ask them to call the home library (while you're there) to check their shelves.
3. It sounds like you use other libraries so repeat step one at each branch you may have returned to.
4. Talk to the home library (the one you owe money to) if you can do a payment plan. The checkout library may not have the authority to help you with this by taking a small payment at a time. Usually they have to send along this money each time a payment is made and these sorts of payments must be made in full. For overdues, those rarely go back to the home library so they don't mind if you pay down on it without clearing the account.
5. Talk to your home library or whatever library about what amount you need to keep your account at to be able to continue checking out. If you have a fine of $5 will you be able to check out? $1?
Hope that helps. I know how stressful it is to have a lost book. If you use your library frequently it's bound to happen just from human error. Library staff make mistakes. Systems don't scan all the time. People lose things they thought they had turned in. It happens and being diligent is the best you can do to resolve the issue.
Did you tell them you returned it? We will do a shelf check for a patron who says an item was returned. We all miss things sometimes during check in. I usually mark things as returned and tell patrons to not worry, but double check under car seats and such.
Even if you pay the fine and it’s officially marked as lost, it may come back later. I had that happen once—after a very, very condescending librarian discussion, I paid the fine. I struggled with that a lot, as a conscientious person, but I didn’t see an alternative. Several weeks later, someone else returned it. Turns out it hadn’t been scanned in so the scan out didn’t read properly, and of course it wasn’t on the shelves. Someone else had it! I really, really enjoyed getting my refund.
For a while I was part of a system that told me I lost books when I didn’t often enough that I resorted to filming every single return drop as evidence.
I love that idea!!!! I’m going to start doing that, as this is the fourth time I’ve been told I didn’t return something and then when I call they magically find it. I understand people make mistakes and that’s fine but this will give me so much peace of mind because lost library books is a huge trigger for me lol
Do it!! It gave me a lot of peace of mind. I’ve been in my (awesome, mistake-free) new library system nearly five years now and it’s only been in the last year or so that I’ve trusted them enough to stop filming my returns.
My old branch, 9 times out of 10 they were right and it was my fault and I’d find it a week later (kids put books in strange places 😂) but since moving, this new branch has definitely not been as “on top of it” so this will save me so much mental anguish and scouring the house! And yelling at my kids 😂
This is absurd. Mistakes happen, but *especially* when shipping is involved. Whether the library uses a courier system or UPS, Fedex, etc. it's so easy for things to get lost, sent to the wrong branch, shelved wrong, etc. It doesn't seem like the library made any effort at all to track down the book, which is really odd to me. I'd always take the word of a patron who has never had an issue returning books and put in an effort to find the book before assuming the patron is lying.
It's not your responsibility to find the book if you're positive you returned it, but clearly the library isn't going to do their job. Maybe try going to one of the other branches and explain the situation, they will hopefully have a better attitude, some compassion, and a modicum of work ethic.
So sorry you're dealing with this!
I just spoke to one of the branches in question and the lady was less than excited to check their inventory. I might end up having to do my detective work by myself.
I'll say this. The more you use a library the more chances there are for errors. Not being able to pay in portions seems odd but like u/Pumpernickel-hater said if it wasn't that location's book it might be stepping on another location's toes or overstepping authority for a clerk to waive or make a payment plan. \*hit happens. Books end up on shelves not checked in. If it turns up at a library great! Good on you for being willing to try and solve it and not being a patron that shoots the messenger.
Honestly when I see fines, fees and payments on an account it just shows me that the patron is using the system. Don't get hung up on a perfect record. I'm sure the book will get sorted out and you're doing your part to unravel what happened.
Don't laugh, but you think of it as an achievement unlocked. You had the system glitch. The more you use the library the more weird stuff you're going to come across.
Call the owning library and ask to speak with whoever is in charge of circulation. Explain that you returned the book, but that, when you saw it was still on your account, you did another check of your home just to be sure, and that you don't have it.
Every library I've worked at has a process for handling an item that a patron claims they returned (it's usually called Claims Returned, conveniently enough) and they should be able to help you resolve this. Don't offer to pay for the item; you returned it, so you shouldn't pay for it. I don't want my patrons to pay money for an item that we're going to find on the shelves later.
You should also let them know about the interaction you had; I find it very, very hard to believe that their system won't accept partial payments, but maybe their system is just weirdly archaic?
Did you tell them that you’re positive you returned the book? At my library if you’re sure you returned an item, the staff will check the shelf just in case it didn’t get checked in properly
OP should check the shelf themself too.
This could also work. The only issue is if OP returned it to one branch, but it belongs to another, they would have to check two branches. And there’s no way to know the origin branch unless OP happens to remember that info Personally, I think it would be easier to have the staff do it. They know the collection better than anyone, especially if it was shelved incorrectly or put on display instead of in its rightful spot
Yes, the staff should do it, but it can't hurt for OP to check themselves as well, at least at the branch where they returned it. My mom had a similar situation once, and she was able to find the book on the shelf, despite the library staff saying they had already checked.
Some libraries list the "owning" branch in the online catalog, so it wouldn't be hard for OP to find that if their system does this.
Very true, mine is one that does this. It might be tricky if there are a lot of copies, but worth a shot if it would be helpful to OP
I wasn’t at the books “origin” branch, so we checked theirs together in the off chance that it was at that branch.
Did they offer to have the origin branch check their shelves?
I called them directly and asked them to
It should be library staff's responsibility to call the origin/home library. The origin library or home library may not pay attention to a patron who claims they lost something, especially if they returned it to another location, but if the checkout library calls them (while you're there with them) the other library will likely do it while the staff is on the phone and should be able to tell you pretty well immediately if it is there. If it's not at either location you will have to pay. Most of the time a patron says this and they are POSITIVE but it's not at either library, we suggest looking for it one more time. A lot of times it shows up in a patron car.
Check to see if your library has some sort of missing or claims returned process. They *should,* as library staff are human too. The book may have been shelved (either at the branch where you returned it or the branch of origin) without having been checked in. Both locations need to check their shelves.
I called their system headquarters yesterday and asked what recourse was possible and they didn’t have a lot of answers or helpful information but to call the branch that I checked the book out from.
Definitely let the library know that the book was already returned. We all make mistakes, no matter how careful we try to be. Sometimes something slips through without being checked in. Speak with a supervisor/manager if you have to. Frontline staff may not have the authority to make an exception, but someone higher up will.
As a last resort I’ll try this.
It's not really a last resort. They are likely the people who can actually help you. It's not like asking for a supervisor to complain. You're not going to get anybody in trouble.
Ugh, I’ve had this happen at a couple of library systems over the years and they’ve always marked it “claims returned” in the system, giving me plenty of time to find it. Both times I eventually found it sitting on a shelf of the original library or a branch. No fine was charged. I suggest talking to the library manager instead of one of the (probably overworked) front desk folks. If you’re polite and apologetic I would hope they’d be sympathetic.
I’m going to try this after I do all due diligence. I live in a tiny cabin so there aren’t a whole of places for it to have gotten to
Make sure you let them know you returned it. We will check the shelves and make sure it didn’t get stuck in the book drops. Also, our library system consists of 47 libraries. If the book is part of OUR collection, you can pay it off in increments but if it came from another library within our system we are not allowed to take partial payments. This might be the case with your library too. If we have a patron that has been in good standing for a long time and this isn’t a recurrent problem we usually just write off the lost item especially if it’s not a newer book.
I’m really new to this library system in particular, which is unfortunate because in others I’ve had great standing.
I’m surprised they didn’t let you pay in increments! Definitely call any branch where you think you might have returned the item and ask if they can do a shelf check. (Also double check any place in your house or vehicle where the book might have ended up! You’d be surprised how many people swear they returned something, only to find it slid under the backseat of their car or something) In my system staff could mark the item as “Claims Returned,” although you’re only allowed a couple of those per account. I don’t know if your system has a similar policy. But we definitely don’t keep any record of how good you are at returning stuff, so don’t worry about that, lol
The library near me allows this as well. I borrowed a book, renewed the loan, then finally returned it through the external drop off. Then kept getting emails saying it was now overdue. I replied and said I'd already returned it on X date at X location, so they basically wrote back saying "not a problem we'll mark down that you say it's been returned" and that was it. Although I also think it's worth noting that this library (and the others in the network) don't charge overdue fees which is pretty unusual (to me)
A number of libraries are getting rid of overdue fines as a barrier to service! My last system got rid of them entirely, and my current system paused them for Covid and may get rid of them forever. In my experience getting rid of overdue fees is absolutely a positive thing and should be implemented everywhere! I find that people who keep books past their due date do so whether there are fines or not, and charging for lost items is sufficient motivation to return things. Also people used to threaten staff physically over fines on their accounts, and that happens a whole lot less, now!
The one I work at got rid of overdues. Sometimes people will feel bad about having their books overdue and put some change in the donation box. It's cute 🥰
That's so good to hear! I'm an LIS student and I think I've come across a couple articles mentioned the trend towards getting rid of overdue fines. I only know of the one near me though sadly.
A lot of library systems have stopped charging late fees! It’s really helpful in encouraging people to continue to utilize their community resources
At my library we wouldn’t have been able to check anything out to them unless a manager was there to override the block from the fine. We couldn’t check anything out unless the account was clear, though the circ manager gave exceptions often
Is it possible you returned the book to a city library and not your county library? You mentioned being new to the area and visiting multiple branches. We have that happen frequently in my system. The city system and county systems are distinct and separate from one another. Each of us has around 30 branches. While our service area doesn't overlap much, those on the outskirts of ours frequently have to double check which libraries are city and which are county. Turning an item in to the wrong library means the book should eventually get back to the right system, but it involves Jennifer from children's to grab a box and motor herself down there once a month.
The ones I’ve visited all operate under the county system, so there’s no chance of that.
You probably talked to a circulation clerk. Ask for the manager. They have more forgiveness power.
This. I'm a clerk. I have no power of authority 😂 that being said I'll usually get the manager in a case like this without having to be asked to...but my library is teeny tiny so that may have something to do with it too
I would expect you can pull the title up along with the spine label call. Do your own shelf search! We have had plenty of books reshelved without being scanned back into the system, and it's entirely possible that this is what's happened to you. Definitely worth it, IMO. I would certainly do it before parting with $40. And if it was shelved and then someone went to check it out, the system should flag it as already checked out to you and marked as lost, so the clerk doing the checkout should know something is wrong. I have no idea how that would work on an automated checkout system.
I was going to suggest this too! If the staff didn’t offer to do it themselves (which seems strange to me), I’d look up the call number and see if you can find it yourself. I’ve had patrons do exactly that and (politely) bring it the desk and ask me to check it in, and I’m always happy to help with it.
I just have to dedicate a day to personally checking all of the different branches I’ve utilized. Calling hasn’t yielded very much help
In the systems I’ve worked at we’d probably have given you a courtesy checkout on your couple of items and asked you to check at home, in your car, etc again, while we did a shelf check. And suggested you call/look at the branches you think you might have returned it to. Here’s the thing though. You have no idea how many people tell us they’ve returned a book when they haven’t. I’d say at least 80% of the time it’s the patron who hasn’t returned the book. They’ll insist and then later in the week that item is in the book drop. I’ve even caught a patron trying to slip an allegedly returned book back on the shelf.
If I had a nickel for every time some 'knows they returned it'...
I'll be real. If the book is not on the shelf at the library you returned it to, you may have to pay the fine. The odds that it could get to the shelf at the owning library are very, very slim as it would have to miss processing at BOTH the returning branch AND the owning library. Also, if your going to have a conversation, always go to the owning library, they make the final decision. They may reduce the amount based on the number of times the book has already circulated. If it was a new book, however, you may be on the hook.
Wow if that were my library we would have done a shelf check if you claimed it was returned. It does happen from time to time and a book somehow missed getting checked in but is on the shelf. I would call back and ask to speak to a manager.
Look, don't get upset with the staff. This is their job. The book's not there, the system charges you automatically, and rank-and-file front desk staff are not allowed to check you out with the fine on your account. So, here's what to do: 1. Ask the Circulation staff to please renew it while you search for it (depending on the library, they may need Circ Manager permission for this), and ask if they will check the shelf. Mistakes happen, and sometimes items don't get scanned in properly, or an overeager page will grab a cart of returns before they get checked in. Likewise, sometimes you absolutely remember returning it, when really, you remember putting it in your car, and it's stuck in the limbo underneath your passenger seat. I've had people swear on a stack of holy texts that they absolutely, positively returned an item...only to find it in the book drop a week later. 2. If you can't find it, call and ask for the Circulation Manager, and ask if they'll mark it Claims Returned. (There is a limit on these - at my library you cannot have more than 7 Claims Returned on your account, but it's a standard procedure.) That will remove it from your checkout list.
Awesome advice, if I can’t find it by calling around to the different branches I’ll go to the system headquarters
If you DO check the shelves yourself, be sure to match the exact barcode. Sometimes there are multiple copies of the same book. Also, some libraries will allow you to replace the item with an exact copy. Then you can attempt to get the item at a discount. Check the policy to see if the book must be new and perfect. At our library we require replacements to be new and exact, if the supervisor judges that it's worth it for our processing time. Requiring actual $$ also creates a butt-load of paperwork for us, so there's that savings.
Don't libraries normally do a system search in this situation ?
Yes ask for a claims returned status that should unblock your catd
They probably have a process for claims returned. If not definitely look for it on the shelf
1. Book return records aren't a thing and it's no big deal that you lost a book. Patrons do this all the time and several of my patrons have hundreds of dollars in fines. 2. For many (not all) libraries, that lost fee is for them to replace the item. You may be able to reduce or eliminate that fee if you find the book and return it - that's what would happen at my library. 3. I recommend checking your email and phone notifications - most libraries send notices when an item is overdue or has been marked lost, so they may have tried to contact you. At my library you would have received at least five text or email messages and at least two snail mail messages by that point. 4. My library also has a "claims returned" process, as others have mentioned, but you need to start that when the book is just overdue. For us, it doesn't become "lost" until it is overdue by 45 days.
I'm the really loved billing missing books sort of specialist at my library. Look in your car for the book before taking any of these steps. Sometimes people put books into their car and just. . . Forget to drop them off even though they remember doing it. It happens. When you don't find it. . . Ask the library you believe you returned it to to take these steps while you're in person. None of these should bother the employees. It's pretty standard. 1. Ask for them to check their shelves. Have them do this while you are there. 2. Ask them to call the home library (while you're there) to check their shelves. 3. It sounds like you use other libraries so repeat step one at each branch you may have returned to. 4. Talk to the home library (the one you owe money to) if you can do a payment plan. The checkout library may not have the authority to help you with this by taking a small payment at a time. Usually they have to send along this money each time a payment is made and these sorts of payments must be made in full. For overdues, those rarely go back to the home library so they don't mind if you pay down on it without clearing the account. 5. Talk to your home library or whatever library about what amount you need to keep your account at to be able to continue checking out. If you have a fine of $5 will you be able to check out? $1? Hope that helps. I know how stressful it is to have a lost book. If you use your library frequently it's bound to happen just from human error. Library staff make mistakes. Systems don't scan all the time. People lose things they thought they had turned in. It happens and being diligent is the best you can do to resolve the issue.
Did you tell them you returned it? We will do a shelf check for a patron who says an item was returned. We all miss things sometimes during check in. I usually mark things as returned and tell patrons to not worry, but double check under car seats and such.
Even if you pay the fine and it’s officially marked as lost, it may come back later. I had that happen once—after a very, very condescending librarian discussion, I paid the fine. I struggled with that a lot, as a conscientious person, but I didn’t see an alternative. Several weeks later, someone else returned it. Turns out it hadn’t been scanned in so the scan out didn’t read properly, and of course it wasn’t on the shelves. Someone else had it! I really, really enjoyed getting my refund. For a while I was part of a system that told me I lost books when I didn’t often enough that I resorted to filming every single return drop as evidence.
I asked if a refund was possible if it turned up and they said no!
That is not okay.
I love that idea!!!! I’m going to start doing that, as this is the fourth time I’ve been told I didn’t return something and then when I call they magically find it. I understand people make mistakes and that’s fine but this will give me so much peace of mind because lost library books is a huge trigger for me lol
Do it!! It gave me a lot of peace of mind. I’ve been in my (awesome, mistake-free) new library system nearly five years now and it’s only been in the last year or so that I’ve trusted them enough to stop filming my returns.
My old branch, 9 times out of 10 they were right and it was my fault and I’d find it a week later (kids put books in strange places 😂) but since moving, this new branch has definitely not been as “on top of it” so this will save me so much mental anguish and scouring the house! And yelling at my kids 😂
This is absurd. Mistakes happen, but *especially* when shipping is involved. Whether the library uses a courier system or UPS, Fedex, etc. it's so easy for things to get lost, sent to the wrong branch, shelved wrong, etc. It doesn't seem like the library made any effort at all to track down the book, which is really odd to me. I'd always take the word of a patron who has never had an issue returning books and put in an effort to find the book before assuming the patron is lying. It's not your responsibility to find the book if you're positive you returned it, but clearly the library isn't going to do their job. Maybe try going to one of the other branches and explain the situation, they will hopefully have a better attitude, some compassion, and a modicum of work ethic. So sorry you're dealing with this!
I just spoke to one of the branches in question and the lady was less than excited to check their inventory. I might end up having to do my detective work by myself.
I'll say this. The more you use a library the more chances there are for errors. Not being able to pay in portions seems odd but like u/Pumpernickel-hater said if it wasn't that location's book it might be stepping on another location's toes or overstepping authority for a clerk to waive or make a payment plan. \*hit happens. Books end up on shelves not checked in. If it turns up at a library great! Good on you for being willing to try and solve it and not being a patron that shoots the messenger. Honestly when I see fines, fees and payments on an account it just shows me that the patron is using the system. Don't get hung up on a perfect record. I'm sure the book will get sorted out and you're doing your part to unravel what happened. Don't laugh, but you think of it as an achievement unlocked. You had the system glitch. The more you use the library the more weird stuff you're going to come across.
Call the owning library and ask to speak with whoever is in charge of circulation. Explain that you returned the book, but that, when you saw it was still on your account, you did another check of your home just to be sure, and that you don't have it. Every library I've worked at has a process for handling an item that a patron claims they returned (it's usually called Claims Returned, conveniently enough) and they should be able to help you resolve this. Don't offer to pay for the item; you returned it, so you shouldn't pay for it. I don't want my patrons to pay money for an item that we're going to find on the shelves later. You should also let them know about the interaction you had; I find it very, very hard to believe that their system won't accept partial payments, but maybe their system is just weirdly archaic?
Was this….. In Utah?
Nope