When checking out an item to a user, you might see the following alert:

This alert means that an item checked out to this patron has been marked as "claims returned". An item is marked claims returned by using the User Claims Returned wizard under the Special group of wizards in the Circulation module. For example, an item might be marked claims returned if the patron received an overdue notice for an item, but the patron claims to have returned the item at an earlier date. However, library staff cannot find the item in the library.

When an item is marked claims returned on a patron's account, the Claims Returned counter in the patron's record increases by one:

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 Even when a claims returned item is found, discharged, or marked MISSING or LOST, the value of the counter does not decrease in the patron's account because the purpose of this counter is to track the number of times a patron has claimed to have returned an item. The counter allows library staff to see if a pattern has developed in the patron's account.

If you want to remove this message from this patron's account, you must modify the claims return counter on the patron's account. To do this, follow these steps:

1. Click on the Circulation toolbar.
2. Select the Modify User wizard under the Users group of reports.
3. Click on the Privilege tab.
4. Click on the gadget next to the "Claims returned" field:
5. Enter "0", then click "OK"
6. In order to change the number in the "claims returned" counter, you must enter an override code.  
7. Be sure to click the "Save" button before exiting the wizard.