FYI Circ may not be able to do refunds under $1.00 if they don’t have the change.
Hi, folks,
This is a reminder/refresher concerning the copy cards.
The official policy is that we do not issue refunds on the balance of value on copy cards when they are returned. I will be making signs for the copy card vendors and points of sale soon so that the patrons can see that information more easily. It is posted on the Web on the Library How-to links.
The non-refund of balance has actually always been the policy regarding copy cards.
However…we do recognize that things happen that are not the fault of the patron, e.g. a power outage or surge which compromises the card’s encoding, helpful staff powering down a card reader with the card inside, misinformation from staff or similar problems. We have always tried to keep one point where the patrons can come in the event of a real difficulty: Copy Service and the IKBLC Circ Desk. Occasionally we will be generous if there is a situation which seems to deserve it; these are judged on an individual basis.
If you send a patron to IKBLC for a problem and refund, please be sure to send a note with them to identify what the trouble was and where.
This helps with determining what we tell the patron; if the person has been told to come to IKBLC and has their note, then a refund is more likely. I do not like to have people making the effort to come here and then be left hanging simply due to insufficient information, especially if the problem relates to equipment in other buildings where I can’t check it for myself.
The off-campus branches have a bit more leeway due to their circumstances and distance so they can continue to handle their own patrons.
What I particularly wish to eliminate is staff volunteering that the balance of money will be returned regardless of circumstances. We don’t do it but when a patron comes to me and says “I was told there would be…” then I am placed in an awkward position. The patrons are capable of adding value to a card at most branches as we have a substantial number of card vending machines; it is up to them to pay attention to what they want to do and act accordingly. Sometimes a newbie accidentally puts in a large note and expects to get change for what they don’t wish to put on their card; I will do a refund for this but only once. Fortunately this does not happen often.
Another reason is that the branches generally do not run large floats.
Making refunds across the board can cause problems in operating a sales point if the float drops to a negative value.
In short, please do not offer automatic refunds of all unused value.
Please do refer genuine problems or difficulties to the Circ Desk in IKBLC. The staff at the desk can handle most requests but can call Copy Service to have either Mae or myself come to the desk to talk to the customer.
If you have questions, please let me know as usual. I know this reminder will come as a surprise to some so don’t hesitate to call or email me.
Thank you.
Sharon
Copy Service