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Monograph Receiving Unit Guidelines

Returns Procedure

I. OUTLINE

• Should material be returned?
• Fill out a return form
• Document return in Symphony
• Note specific reason for return for internal use (if necessary)
• Fill out a mailing label
• Route to Operations Manager

II. RETURN CRITERIA

RETURNS POLICY

III. RETURN FORM

Should you fill out a return flag or a return form letter?

Return Flag

• The simplest and easiest return form to complete is the return flag. The return flag should only be used in the following situations:
  • Non-EDI approval plan books that are not wanted or DUPs.
  • Firm order books that are DUPs of material supplied on approval by the same vendor.
  • DUPS of books previously supplied on the same order.
  • Cancelled orders.

All return flags should be completely filled out.

Form Letter

• A form letter must be filled out for all other returns. Note that the form letter has been written for the most frequent case scenario. You may need to substantially revise some or all information in each box depending on the situation. Return letters should be concise but include all relevant information needed for a person who knows nothing about the situation to resolve it. All return letters should be initialed.

IV. DOCUMENTING RETURNS IN Symphony

WHEN

Ideally, all returns should be documented. However, we only document returns in Symphony under two circumstances:

• Order present
  We will input return information whenever there is an acquisitions record for the book being returned. It is critical to include: 1) the vendor code if different from the acquisitions record and 2) the volume description if the acquisition record is linked to an order for a set or series.
• Material wanted by SUL
  We will create an acquisitions record to track a return if we expect a vendor response. [e.g., A selecter wants an approval book but it is defective. We'll create an acquisitions record to document the selector's decision to add the material to SUL and to track the vendor's progress in supplying us with a perfect copy. Monograph ordering staff should be notified so they can set an appropriate REMIND date.]

HOW

All return information should be input in a COMMENT field in the extended information segment in this general format
<reason>;<signature>

More specifically, the format should be
<return code>=<vol.# or vol. descr.>,<vendor code>,<pertinent information>;RET=<your initials> <today's date>

The reason why we want this information in the extended information segment is to be better able to monitor vendor performance
Let's examine each element separately. The examples given are dynamic and 'grow' with the discussion of each element.

return code - This is the reason why the book is being returned. Occasionally, there might be more than one reason for the return. List both reasons separated by a semi-colon. A complete list of our return codes are located in the table at the end of this section.

DUP
DUP indicates the book is an unwanted duplicate of material already owned by SUL.
DEF
DEF indicates the book has publishing defects.

vol.# - This is critical if the acquisitions record is part of an order with multiple order lines. Remember that all information input in the extended information segment is displayed on the order and all lines of the order.

DUP=
The DUP is not in any set or series.
DEF=v.1459,
This book is in the series Lecture Notes in Computer Science. Imagine looking at the order line for v.1304 and seeing only "DEF=<description>". You would assume that v.1304 was defective. Now what if you immediately looked at the order line for v.1501 and saw the same note? It becomes clear that any information that will show up on multiple order lines must have specific volume to be useful.

vendor code - This is critical if the acquisitions record was created for a different vendor.

DUP=LINDSAY,
The acquisitions record for book we own is a YANKEE approval record. The DUP we are returning was supplied on LINDSAY approval. If we didn't include LINDSAY in the return information, it would appear that YANKEE supplied us with a duplicate which we returned.
DEF=v.1459,
The vendor who supplied the defective book is the same vendor we have the standing order with so we do not need additional vendor information.

pertinent information - This can be tricky. You must realize what information is already available on the acquisitions record, then provide the information that is needed to reconstruct the reason for the return.

DUP=LINDSAY,4152;
In this case, we have the VENDOR and payment information for the book we own. Therefore, to complete the picture, we need the VENDOR and payment information (in this case the invoice#) of the DUP we are returning.
DEF=v.1459,blank pages 10-11,18-19,54-55;
In this case, we need a precise description of the defect, so when the vendor supplies us with another copy, we can quickly confirm whether or not it is defective.

signature - This informs us who returned the book and when. As it is another part of the returns information, it should be separated from the previous part by a semi-colon.

DUP=LINDSAY,4152;RET=psk 11-13-98
DEF=v.1459,blank pages 10-11,18-19,54-55;RET=psk 11-13-98

SHADOW?

If no further vendor response is anticipated, we don't own a copy of the title, and we have no plans to acquire this title, the record should be shadowed. Unlike staff copies, the value of home location and current location should be SHADOW.

RETURN CODES

V. MAILING LABELS

A completed mailing label should be enclosed with each book. Several books being returned to the same vendor at the same time may become separated before reaching the mailing room even if tied together with a cloth tape or rubber band.
Type the vendor address on the mailing label if it is a smaller vendor we rarely use.
Use the pre-printed address labels in our "Vendor Address Labels" folder for our major vendors. It is your responsibility to print another page of labels if you use the last one. [directions]

VI. FOLLOW-UP

If we expect further action to be taken by the vendor (e.g., replacing defective/damaged material or supplying us with the correct material ordered, etc.) notify the Monograph Order staff responsible for the order so he/she can create a claims segment to monitor the status of the order.

IV. GIVE RETURNS TO OPERATIONS MANAGER

Put the items in the returns box for the operations manager to review. Include all slips/papers/invoice received with the book.

Last modified: July 27, 2006