When a user claims that they have returned an item that is showing on their account do a thorough search of the collection for it. Contact the other campuses and ask them to search their collection as well. The user should also be asked to do another search of their home/office/car in case they have missed the item, renew the item to give more time if necessary. If the item cannot be located refer the user to the Coordinator Library Services.
If the item is located on our shelves fines should be waived, otherwise regular overdue procedures will be followed. See: Lost Item Processing.