User complaints should be handled as follows:

A. Food and Drink Vending Machines
Explain that the Library is not responsible for these machines. Refer user to the phone number posted on the vending machine in question.

B. Photocopiers and Microform Reader Printers (Serials and Circulation)

Investigate fully. Ask the user how the money was lost, what was being done at the time of the loss, and so forth. Determine if the loss of money is due to a machine problem or to a lack of understanding on the part of the user about how to use the machine properly. If the loss is not the fault of the user, go on to the next step.

1. Inform the user that the money in the machine is counted on a regular basis, and the counts reconciled to machine meters. If there is an overage, he/she will receive a refund.
2. Complete A Lost Money Form (see example Appendix A ).
3. Make 2 copies of the Lost Money Form. Place one copy in the Refund file folder in the correct alphabetical slot, give the other copy to the user and send the original to the Library Accounting & Receiving unit .
4. Inform the user that the he/she must bring his/her copy of the form back to the service desk in person, together with positive photo ID to receive the refund.

C. Change Machines (Circulation only)

1. Take a one dollar bill from the Cash Register and immediately go to the Change machine and make change.
   If EXTRA change comes out, give the extra change to the user and place the $1.00 change in the cash register.
   IF NO EXTRA change comes out, or if it is not the appropriate amount, continue with the following steps. Place the change from the dollar bill back in the cash register.
2. Inform the user that the money in the machine is counted on a regular basis, and the counts reconciled to machine meters. If there is an overage, he/she will receive a refund.
3. Complete A Lost Money Form (see example Appendix A ).
4. Make 2 copies of the Lost Money Form. Place one copy in the Refund file folder in the correct alphabetical slot, give the other copy to the user and send the original to the Library Accounting & Receiving unit .
5. Inform the user that the he/she must bring his/her copy of the form back to the service desk in person together with positive photo ID to receive the refund.

IN BOTH OF THE ABOVE CASES (B and C), WHEN Accounting & Receiving unit staff BRING THE REFUND UP TO CIRC OR SERIALS, BE SURE THE REFUND IS IN AN SEALED ENVELOPE WITH THE LOST MONEY FORM ATTACHED. WRITE THE USER'S NAME AND SSN ON THE OUTSIDE OF THE ENVELOPE. PLACE THE ENVELOPE IN THE REFUND FOLDER IN THE CORRECT ALPHABETICAL SLOT.

D. Debit card (DANYL) vending machines (Serials and Circulation)

If you determine that the money lost in a DANYL vending machine was NOT the result of user error:

1. Complete A Lost Money Form (see example Appendix A ).
2. Give the ORIGINAL form to the user and refer him/her to the UMBC Bookstore. Do not promise a refund -- indicate only that the Bookstore staff must investigate and if his/her claim can be substantiated, make suitable restitution.

It may be appropriate to make some notes on the form so that staff at the Bookstore have enough information about the problem to determine a solution. Be careful what you write. Remember the user is carrying this form to the bookstore and will be reading the information on the form.

E. Credit Card photocopiers (Serials and Circulation)

1. Refer user to the 1-800 number posted on machine, or
2. If appropriate, make replacement copy for user using passcard. Be sure to note
   reason for using passcard on the back of the receipt and place the receipt in the Passcard Transactions envelope.

For money lost in the Credit Card copiers:

1. Refer user to 800 number on instructions for assistance, or
2. If appropriate, make replacement copy for user using passcard. Be sure to note reason for using passcard on the back of the receipt and place the receipt in the Passcard Transactions envelope.

F. For money lost on DANYL cards:

1. If money is subtracted from a DANYL card and no copy or copies have been received, treat the transaction as a Lost Money transaction. Fill out the Report of Lost Money form and indicate on the form which machine was being used.
2. Make 1 copy of the Lost Money form. Give the copy to the user and send the original back to Accounting/Receiving in Tech Services. Inform the user that the he/she must bring his/her copy of the form back to the library to receive the refund.
3. A/R will refund this money through the usual procedures.

G. For DANYL cards reading INVALID

There may be occasional times when the DANYL unit on a copier malfunctions and invalidates a user's card. If this happens, the following procedures apply:

1. Fill out a Report of Lost Money form, again indicating on the form which machine was being used.
2. Make 1 copy of the Lost Money form. Give the copy to the user. PUT THE ORIGINAL FORM AND INVALID CARD IN A SMALL BROWN ENVELOPE, SEAL, AND GIVE TO ACCOUNTING/RECEIVING IN THE LIBRARY. BE SURE THAT THE PATRON'S NAME IS WRITTEN CLEARLY ON THE CARD. We now have the capability to read and re-encode these cards so we no longer have to send them to the bookstore. They will, however, have to wait until the next business day to get their card back.
3. A/R will return the card to the Circulation Desk when it is fixed. It will be placed in our Refund folder with the money refunds.

H. For DANYL cards reading BAD CARD

If a user complains that the DANYL unit is reading BAD CARD, there may be a number

of reasons for this. Please investigate fully. Possible problems:

A. User has placed card in the unit incorrectly.

B. User has purchased card at another UMS site. These cards
cannot be used in our machines at UMBC.

C. Card is scratched or bent.

1. Take the card to the DANYL vending unit and see it you can get a reading. Instruct user in how to put card in unit correctly if you perceive that to be the problem.
2. If you can read the card in the VEND unit, suggest that the user try another copier and check the DANYL unit originally used with the Circulation DANYL card. If the unit is defective, place an OUT OF ORDER sign on the DANYL unit, log the information in the log book, and call A/R. Do not take the entire copier down if it is only the DANYL unit that is malfunctioning.
3. If you cannot get a reading, and the card was purchased at UMBC, you will have to send the user to the bookstore. There is no need to fill out a Report of Lost Money. There is no way for us to verify the amounts on these cards or to fix them. Only the bookstore has the capability to deal with BAD CARDS.

I. Handling Refund Claims Presented at Service Desk

1. A library user may claim his/her refund by bringing his/her copy of the Lost Money Form and positive photo ID to the appropriate service desk (Circulation or Serials) no sooner than 2 days after the date on the form.
2. All refunds must be claimed between the hours of 9:00 a.m. and 5:00 pm, Monday through Friday. Money is locked and inaccessible to desk staff at all other times.
3. Any refund not claimed within 60 days shall be declared forfeited. Staff should promptly transfer the sealed refund envelope to the Library Accounting & Receiving unit for immediate deposit in an appropriate library account. Staff should indicate forfeiture of the claim on the copy of the lost money form retained in the unit files.

written 11/6/95
revised 6/24/96