What is Claiming?

Claiming is a process of requesting a status update for orders from vendors.

If a vendor states an item cannot be supplied, we would cancel the order and notify the selector.

If the vendor states that the item is back ordered or delayed publication, we can update the claim date.

Documentation

Ex Libris documentation

Harvard wiki documentation

ONE TIME

Report
In Analytics under: ...\Stephanie Baker\POLs\Claims\One-time claims (there are individual reports for each category as listed below under "Clean Up".

Clean Up

For things that should not be on the claim task list, can run job "Update PO Lines Information" to add a long claiming grace period.

Various categories of things currently on the claim task list (as of 12/7/21):

1. Print not received & no invoice (750) - Possible real claims for review
2. Print received & invoiced (407) - these were received only via the item record rather than through the Acquisitions / Receive menu. Add claiming grace period = 99999 OR have staff member follow process here to mark received.
3. Print not received but invoiced (279) - marked as "fully invoiced". Some are GOBI approval (so not really invoiced, but marked as such). Some are Chinese language. Different things going on with these. Just add claiming grace period = 99999?
4. Print received but no invoice (4) - Received the "wrong" way and for some reason no invoice. Review.
5. Ebook Invoiced (50)- probably activated on a different record. Add claiming grace period = 99999.
6. Ebook No Invoice (12) - Possible claims?

Claiming Process

Sending a claim:

1. Go to Acquisitions / Purchase Order Lines / Claim. All POLs which have not be marked Received by their expected date will appear here.
   
   OR
   
   If you already know which POL you wish to claim, you can simply search for the POL from the persistent search bar under Order Lines as you normally would retrieve a POL, and then skip to step 3 below.
2. On the left hand side of the screen, filter the list as desired, e.g. by vendor, POL type, etc.
   1. Note that for POL type, there are two "types" for print monographs - "Print Book - One Time" and "Physical - One Time".
   2. You can also limit your search by using the search bar at the top of the screen. The drop down menu to the left of the search box displays which fields can be searched.
3.  Click on Edit to open the POL.
4. Click the Communications tab.
5. Click Start Communication.
6. Fill out as follows:
   Type: Claim
   Subject:
   Body:
7. If you have an attachment, you can attach it here.
8. Click Send.
   The email address that the claim is being sent 'From' will be your email address. If the vendor replies to the message, it will come to your illinois.edu email.
   
   Important: If the email fails to send, a message will appear. This is the ONLY place that this message will appear, so make note of it, as otherwise the POL makes it appear that the claim was sent.
    

Following up on claim communication:

Should we handle the communication just via email after initial claim communication is sent? They can paste vendor responses into Alma and reply from within Alma as well. Note that once the claim is closed, that communication is all deleted.

When the vendor responds to the claim, it will come to the email address of whoever initiated the claim in Alma.

1. Saving vendor response to POL:
   1. Retrieve the POL and click the Communications tab.
   2. Copy the text of the response from the vendor in your email.
   3. Find the claim the Communications tab and click the ellipses and then Add a response.
   4. Paste the response into the body of the message and click Response.
2. Replying to claim from the POL:
   1. Retrieve the POL and click the Communications tab.
   2. Find the claim on the Communications tab and click the ellipses and then Reply.
   3. Type in your reply and click Send.
      Note: The text of the original claim email will not appear in the Reply. However, it will appear in this Claim thread on the Communications tab.
3. Viewing Claim communications (original message, vendor responses if entered, and replies):
   1. Locate the claim on the Communications tab.
   2. Click the hyperlinked subject line.
       

Adjusting the claim date to a future date:

If the vendor responds to say that they can supply the piece, adjust the claim date for the item so that the item will be removed from the current claims task list for the time being. If the new claim date is reached and the item is still not received, it will reappear on the claims task list after that date. Use your judgement to determine the best date to put here.
There are two ways the date can be adjusted -

1. From the claims task list:  
   1. With the POL viewable in the task list, click Change Expected Date for that line:

2. Enter the new date in the Expected Receipt Date field.

2. From the POL:
   1. Edit the date in the field labeled Or expected receipt date.

Closing claims:

• Once the claim has been resolved (i.e. either the piece arrives and is received OR the piece can't be supplied, so the POL is closed), to close the claim, on the Communications tab, find the claim and click the ellipses. Choose Close.

Note: this will delete the claim and any associated communications with the vendor from the Communications tab. However, the History tab will show that the piece was claimed and then closed.