Lost or Damaged Materials

Loaning or Receiving Damaged Materials

Recording Damage to Materials

There are three checkboxes on the MOBIUS Book Band for noting damage to materials or if there should be accompanying material with an item: 

  • Damage noted on shipment, see notes
  • Damage noted on arrival, see notes
  • Book has accompanying material 

Lending Library Responsibilities

Before an item is shipped through the courier to another MOBIUS library, any damage to the item should be noted in the 'Damage noted on shipment, see notes' section of the book band. 

Borrowing Library Responsibilities

All MOBIUS items received should be inspected and any damage not listed in the 'Damage noted on shipment, see notes' section of the book band, should be noted in the 'Damage noted on arrival, see notes' sectionThe lending library should be contacted to see if the item should circulate.

Resolving Issues with Lost or Damaged Items

Items can be lost or damaged by a patron, or lost or damaged in shipment between libraries.  In general If an item borrowed from a MOBIUS Library is lost or not returned, or is returned damaged, the patron's home library is responsible for collecting any fees and reimbursing the lending library in accordance with the ALA Interlibrary Loan Code which states, “The requesting library is responsible for borrowed material from the time it leaves the supplying library until it has been returned to and received by the supplying library. This includes all material shipped directly to and/or returned by the user. If damage or loss occurs, the requesting library is responsible for compensation or replacement, in accordance with the preference of the supplying library.” Borrowing libraries agree to vigorously pursue getting materials back from their patrons.

Items lost or damaged by a patron

If it is between MOBIUS libraries

The borrowing library should notify the lending library of the loss or damage and the libraries should work together to negotiate the replacement. Acceptance of replacement copies in lieu of payment is always at the discretion of the lending library. The borrowing library collects the replacement costs from the patron and should manually block the patron (MOBIUS block, code “m”) until the payment is received. 

Blocking Billed Patrons - Borrowing libraries must manually block patrons who have been billed (books are 28 days overdue) if this process is not automatic for their library. Manual blocking should be done monthly as part of the processing of the institutional overdue reports. Borrowing libraries may block patrons earlier if they so choose. A MOBIUS BLOCK code (m) will be used by all clusters.

Overdue Notices & Fees - The library will send 3 overdue notices and a bill for materials borrowed through the INN-Reach system which are not returned to the lending library. The first notice will be produced when the book is 7 days overdue, the second notice will be produced when the book is 14 days overdue, and the third when the book is 21 days overdue. A bill will be produced when the book is 28 days overdue.

The lost book fee is $100 plus a billing/processing fee of $20. The billing fee can be waived by the borrowing library if the book is returned. If the book is not returned, the lost book fee and $20 processing fee will go to the lending library.

Negotiation of the Lost Book Fee - Each member library is encouraged to resolve billed items at the lowest possible level as soon as practical, but not later than 6 months from the billing date. The borrowing library may contact the lending library to negotiate for a replacement or a lower lost book fee. It is at the discretion of the lending library whether they want to negotiate. There are no refunds issued to the patron or the borrowing library once the negotiation is complete. Once the negotiations are complete the lending library is not obligated to issue a refund.

For partners outside of MOBIUS

Partners outside of MOBIUS are the Colorado Alliance, Tran-Amigos, MALA, and the Iowa networks of ILA and Rivershare.

For materials lost or damaged involving a Colorado Alliance library please do not contact the library in Colorado.  Issues involving lost and damaged materials are negotiated between MOBIUS the Alliance.  For help send an email to courier@mobiusconsortium.org or call the Help Desk toll-free at 1-877-366-2487

For materials lost or damaged involving other partners, you may contact the library directly to resolve the issue.  If you need additional assistance, please contact MOBIUS.

Items Lost or Damaged by the Courier

If it is delivered and picked up by STAT

STAT is the courier contracted with MOBIUS for the Missouri libraries, Tulsa City-County, and the Iowa networks of ILA and Rivershare.  If it is lost between these libraries where STAT picked up and delivered at both ends then a claim is an option.

If an item is lost or damaged by the courier during shipment, the library receiving the item should notify the lending library. Once notified, the lending library should file a claim with the courier for reimbursement. The courier's insurance covers replacement costs up to $500 per delivery bag. The borrowing library is then responsible for remitting any additional cost beyond what is covered by the courier insurance. 

To make a claim use the MOBIUS Claim Form 

If it was going between MOBIUS and the Colorado Alliance

For materials lost or damaged involving a Colorado Alliance library please do not contact the library in Colorado.  Lost and damaged materials are negotiated between MOBIUS the Alliance.  For help send an email to courier@mobiusconsortium.org or call the Help Desk toll-free at 1-877-366-2487

All other partners

For outside partners such as TAE and MALA, or any other circumstance where the MOBIUS courier was only doing the delivery or pickup but not both, a claim is not an option.  This is because multiple couriers are involved with different levels of liability.  In these circumstances the ALA guidelines apply and the borrowing library is responsible.

If you have additional questions or for all courier related issues, send an email to courier@mobiusconsortium.org or call the Help Desk toll-free at 1-877-366-2487. The courier email address is monitored by multiple staff members.