Illinois State University
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Claims Returned Guidelines

If a Milner Library item is still charged to a patron but the patron believes the item has been returned, the patron may file a claim using the form below. Doing so initiates a Claims Returned search.

Milner Library staff will search for the item three times over a period of three weeks. If the item is found, the item will be discharged from the patron's account and a note will be added to the patron's Voyager record. If the item is not found, the patron will receive an e-mail from the library notifying them of the outcome of the search. During a Claims Returned search period, the items in question must remain on the patron’s account. The patron will continue to receive automatic overdue notices.

Before submitting the claim, patrons should:

  1. Search for the item at home, the office, car, or anywhere else the item might be
  2. Check the library stacks, if possible

To help prevent Claims Returned situations in the future, patrons may:

  1. Request a receipt from a library staff person when returning items to the circulation desk (prior to discharging the items)
  2. Return items personally to the circulation desk, rather than asking another person to return them or place them in the book drop

If the item is not found, the patron is responsible for paying the replacement cost of the item (typically $50) or purchasing a new copy for the library. The patron is also responsible for paying a $10 processing fee per item.

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Milner Library
Campus Box 8900
201 North School St.
Normal, Il 61790-8900
Phone: 309.438.3451

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Last Updated: 2/20/17