Recommended Workflows for CSU+ items that have been damaged are being revised. Please contact one of the RSFC members for instructions on how to proceed. 

Item Conditions

Acceptable: What are acceptable conditions for loans?

• Binding Issues- Minimal binding damage (slightly loose or cracked but no missing or loose pages)
• Cover/Spine Issues-Cover/spine  is worn or damaged but the book is readable and the binding is generally intact
• Writing/Highlighting- Books with highlighted or otherwise marked pages that are still legible. Books with heavy markings are ok to send as long as the text is legible; the extent of the markings (e.g.heavy, minimal) should be noted in the Other field. 
• Liquid Damage/Stained- Books that have minimal liquid damage
• Missing CD/Books- Books that would typically include supplementary AV materials 
• Other- Note extent of markings, wrinkled, scratched, stained, or dog-eared pages but the words on the pages are still legible and the pages are not wet. 

Unacceptable: What are unacceptable condition for loans?

• Crusted food or dirt in the pages
• Unpleasant smells coming from the book (e.g. could indicate mold or bacteria)
• Visible damage from insect (e.g. bedbugs)
• Binding is excessively loose
• Pages are falling out or missing 
• Significant liquid damage/mold
• Pages are stuck together 
• Excessive post it notes
• Broken disc cases
• Deeply scratched or warped discs

Lender Responsibility

If an item meets the acceptable conditions to send via CSU+, the lender will note the condition of the item(s) in two ways:

1.Strap/Sticker: Note any existing damage on the CSU+ slip/sticker on the item condition report box prior to sending items. 

Image Added

2.“Note to partner”: Before scanning a barcode for updating, the lender will describe the pre-existing damage in the Note to Partner field. Adding a note to partner, will make a note on the Resource Sharing Request that both the lender and borrower can see and helps ensure that the user is not blamed for any pre-existing damage, should the CSU+ slip/sticker be removed.

(This is important because there is no way to add a note to partner after it has been updated to “shipped physically”). 

Screen shot: Lender screen with a message describing the damage in the “Note to partner” field. 

Image Added

Borrower Responsibility

Receiving Items 

When an item is received at the borrowing institution, it should be checked for damage before being loaned to the patron.

The borrower should note the condition of the item in two ways:

1. Verify Damage: Borrower will scan the strap/sticker to check for any damage not noted by the Lender and indicate any new damage on the CSU+ slip/sticker.

** If significant damage occurred while in transit, and the item no longer meets the “acceptable loan conditions”, the borrower will contact the lender to proceed with filing a Damage Claim with Unity.

2. Add Note to Partner: At Receiving Items, Borrower will describe any unreported damage in the Note to Partner field before scanning the barcode. This will make a note on the Resource Sharing Request for both borrower and lender.

Screen Shot: Shows Borrower adding a “note to Partner” before scanning item(s) barcode

Image Added

Screen Shot: Shows “Note to Partner” received by Lender under Tasks > Lending Requests > With active notes

Image Added

Image Added

Optional: Add Fulfillment note: 

Type all the damage described by both borrower and lender into the Fulfillment Note field during Receiving Items. This will serve as visual pop-up notice during check out so circulation staff  can verbally inform the patron of any pre-existing damage

This fulfillment note will only show on the temporary bib record at the borrowing campus, not in the fulfillment notes for the lending campus. The note will remain in the temporary bib record until the item is returned.

Image Added

Items Damaged in Transit

If the Borrower receives an item in an unacceptable condition don’t receive the item. 

1.Create New Request: The borrower will instead duplicate the CSU+ request for the patron to receive a different copy.  If no other copies are available through CSU+, borrower will contact the patron in regard to acquiring the book through ILL.

2. Contact Partner: After duplicating the request, Borrower will notify the Lender of the unacceptable item by General Message and/or direct email. 

3.Submit Unity Claim: If damage occurred while  in transit, and no longer meets the “acceptable loan conditions, the borrower will contact the lender to proceed with a Damaged Claim with Unity. Borrower will send the book back to the owning library with the request status Shipped Physically.  The CSU+ request will be completed when the item is checked in at the owning library.

Screen Shot: Item that was returned by Lender with “Shipped Physically” status; the request was received by the Lender and the request was completed on both ends

Image Added

Image Added

Patron Returns Damaged Item

If the patron returns an item that is excessively damaged as outlined by the “unacceptable conditions” policy in this document, library staff should do as follows: 

1. Follow your local check in procedures for books that might have been damaged while on loan (Either don’t check in or check in depending on your local practices). 
   
2. Set aside any damaged items that have been returned by your patron for CSU+ staff to look over. CSU+ Staff at the borrowing library should email the lender with pictures of the damage. 
   
3. After contacting the lending library (with pictures of the damage), CSU+ staff should route request from “Loaned item to patron” to “Reported damaged item to partner”. 
   
4. Do not send the item to the lending campus. Based on the images, the lending library will assess the extent of the damage and decide whether they will accept the damaged item or if replacement copy is needed. 

The lending library should send a reply within 5 business days of receiving notice of the damaged item. Lack of response from the lending library signifies that they will accept the item in its current state. 

• If replacement copy is accepted, libraries will proceed with local policy to determine what is an acceptable replacement. 

• If replacement copy is not accepted: the borrowing library should do as follows:
• Delete loan from patron’s circulation record
• Collect/ Dismiss fine per local policy
• Send General Message to Lender indicating the item was damaged, won’t be returned & has been paid.
• Discard the damaged item or allow the patron to keep

The lending library will route the CSU+ request to “Lost”. Staff will inform their tech services department of the “lost” (damaged)  item and follow local procedures to consider re-purchasing the item.

Item returned to Lender with damage

In the event that an excessively damaged item unexpectedly makes its way back to the lending institution, CSU+ staff at the lending library will contact the borrowing library to identify when the damage occurred.

• If the borrowing library is responsible for the damage proceed with local policy to determine if a replacement copy is acceptable. For reference, here is a list of CSU’s that do not accept a replacement copy. 
• If the damage occurred in transit, follow the procedures for submitting a Unity Claim.

Damaged Item Workflow: 

https://drive.google.com/file/d/1yIbA_COVVrSRpSRjJy7-ZUp7yLcZK4ct/view?usp=sharing