# 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

[![image.png](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/scaled-1680-/MRwimage.png)](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/MRwimage.png)

**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.

![image.png](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/scaled-1680-/Tcpimage.png)

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

[![image.png](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/scaled-1680-/9h5image.png)](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/9h5image.png)

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

[![image.png](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/scaled-1680-/HNwimage.png)](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/HNwimage.png)

- 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

[![image.png](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/scaled-1680-/U3eimage.png)](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/U3eimage.png)

#####  

##### **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.

[![image.png](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/scaled-1680-/Gaeimage.png)](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/Gaeimage.png)

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

[![image.png](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/scaled-1680-/9h5image.png)](https://alma-documentation-bookstack.azurewebsites.net/uploads/images/gallery/2026-03/9h5image.png)

#####  

##### **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