When replacing a card in Symphony, it is important that you use the User Lost Card wizard under the Special wizard group.  The User Lost Card wizard will create a second account for the lost card and assign a Lost Card profile to the account.  Although the lost card number will remain on the borrower account as an active and previous ID, the second account with the Lost Card profile will prevent its use for check out.  Use the following procedures for dealing with lost cards:

When a customer reports a card lost on the phone:

1.       Look up the account in Symphony using the Modify User wizard or the Display User wizard.  If you look it up with the Display User wizard, click on the Modify User helper after the account displays on your screen.

2.       Click on the Privilege tab, and change the Status value to LOST-CARD.  Add a new note in the Extended Info indicating the date and time the card was reported lost.  Let the customer know whether items are checked out and/or fines/fees are owed at the time the account is reported.

3.       When the customer comes into the library to complete a new registration form and replace the card, use the User Lost Card wizard to issue the new card.  (Settle any outstanding fines/fees before extending the expiration date on the account)

4.       After assigning the new barcode, look up the account with the new card number in Modify User or Display User.  If you look it up with the Display User wizard, click on the Modify User helper after the account displays on your screen.

5.       Click on the Privilege tab, and change the Status value from LOST-CARD to BLOCKED, and save.  The system will assign the correct status to the account based on HPL’s policies.  Record a new note in Extended Info indicating the date and time the card is replaced.

6.       Issue the card to the customer.

When a customer comes into the branch to report a card lost:

1.       When the customer comes into the library to report a card lost, have him/her complete a new registration form, and use the User Lost Card wizard to issue the new card.  (Settle any outstanding fines/fee before extending the expiration date on the account)

2.       Record a new note in Extended Info indicating the date and time the card was reported lost and replaced. 

3.       Issue the card to the customer.  Make sure the customer is aware of all current check outs and/or fines/fees owed on the account.

Please do not deviate from this procedure when dealing with lost/stolen cards.  The system will manage blocking the use of lost/stolen cards, as long as the proper procedure us followed.

If you have questions/concerns, please feel free to contact Circulation Administration or your local LA Supervisor.  We’ll be glad to assist you in whatever way we are able.

Fred Schumacher

Circulation Administration Manager