Item's Home Institution: Marking Items Claimed Return

This workflow explains how to mark an item as Claimed Returned in Alma when a patron states they have already returned an item, but the system still shows it as on loan.

When to Use this Workflow

• A patron disputes responsibility for an item

• An item is believed to have been returned but is not accounted for

• Staff need to pause billing or escalation while investigating

• The item cannot be immediately located

When an item is marked as Claimed Returned:

• The loan remains attached to the patron

• The item status changes to Claimed Returned

• Investigation can begin without immediately applying Lost status or replacement fees

Note: This status prevents premature billing and supports fair investigation before determining financial responsibility.

Required Roles

• Fulfillment Operator
• Circulation Desk Manager

1: Locate the Patron Record Navigate to Fulfillment > Checkout/Checkin > Manage Patron Services> Search for and open the patron record

Note: The Lost status must be applied to the active loan itself. This step ensures fees and notifications are correctly tied to the borrowing patron.

2: Open the Loans Tab Select the <Loans> tab

3: Display All Loans In the Loan Display dropdown, select <All>; Locate the item that should be marked Lost

Note: Some items may not appear under <This Session>. Always verify using the full Loan list.

4: Apply Claimed Returned Status Open the row action menu (⋯) for the item; Select <Claimed Return>

• Optionally, enter a note documenting:
  • Patron statement
  • Date of claim
  • Any relevant context
• Select <Claimed Return>

• A dialog box will appear from the right-hand side of the menu stating, "Loan was successfully declared as claimed returned"
• The item status will update to Claimed Returned

 

If the Item Is Currently Marked Lost

1: Remove Lost Status First Open the row action menu (⋯); Select <Found Item>

Note: Alma does not allow an item to be both Lost and Claimed Returned. The Lost status must be cleared before applying Claimed Returned.

2: Apply Claimed Returned Status Open the row action menu (⋯) again; Select <Claimed Return>

 

What Happens After Applying Claimed Returned

• The item remains on the patron’s account
• The loan is flagged for investigation
• Automatic lost billing is typically paused (configuration dependent)
• Staff are expected to perform a physical search per their library's in-house policies

Frequently Asked Questions 

• What is the difference between Claimed Returned and Lost?
  • Claimed Returned = investigation stage
  • Lost = final determination with billing
• Does this remove the loan from the patron?
  • No. The loan remains active until resolved
• What should I include in the note?
  • Date of claim, patron explanation, and any relevant staff observations
• What if the item is later found?
  • Simply discharge it using <Return Items>
• What if the item belongs to another consortium library?
  • Coordinate with CLS or resource sharing workflows; CLS items can only be marked as Lost within its home IZ 
• Can I skip Claimed Returned and mark the item Lost?
  • Yes, but be sure to review your library's Claimed Return policies