A "Claims Returned" situation arises when a patron asserts that library materials on their account were either returned or were not taken out by them.

Regarding overdue materials, if an item remains overdue for 30 days, a bill for the replacement cost will be sent to the patron, and the item's status will be changed to "Lost." Borrowing privileges will be suspended until the lost item is either returned or replaced. For HCC students, a block will also be placed on their Banner account. If a patron believes they returned an item that was not properly checked in or the item was never borrowed, they may file a Claims Returned request.

To file a claim, patrons should contact the Circulation Librarian. All Claims Returned matters will be handled solely by the Circulation department. After filling out the Claims Returned form with the Librarian, the item's status will be changed to "Claims Returned," reinstating borrowing privileges during the process. Banner blocks will not be removed at this stage. The item will be marked as "Claims Returned" for 30 days, during which the Librarian will conduct two thorough searches for the item and document these searches on the form. The patron is also expected to search for the item among their personal belongings.

Possible outcomes include removing the item and any fines if found in the library, or removing the item while the patron is responsible for overdue fines if found in their possession. If the item remains missing after 30 days, the status will revert to "Lost," and the patron must cover the replacement cost.

In case of dissatisfaction with the outcome, patrons may appeal to the campus Library Director. The Circulation Librarian and the Director will review the appeal, and their decision will be final.