How Do I Submit a Claim for Damaged or Missing IA Shares Materials?

This process supports timely and accurate resolution of issues involving interlibrary loan items that are damaged, missing, or misrouted during IA Shares delivery fulfilled by Iowa AEAs van delivery.

Responsibility Statement: Both lending and borrowing libraries share responsibility for properly packing interlibrary loan materials to prevent damage during transit and ensuring that all components of multi-part items are included.

Important Note: Iowa’s AEAs reserve the right to refuse delivery of items that do not meet IA Shares delivery packaging and labeling guidelines.

1

Inspect All Deliveries

Upon receiving an item through IA Shares ensure completion of the following: 

  • Check deliveries of IA Shares packaging.
  • Ensure the item matches the request information and delivery label.
  • Inspect for any signs of damage (e.g., torn pages, broken spines, water damage).
2

Investigate and Document

If a problem is identified, take the following actions to investigate and gather documentation:

  • Contact the Sending Library: Use the Iowa Library Directory to identify and reach out to the sending library. Confirm the item’s original condition and verify whether it was complete and undamaged when shipped.
  • Provide Detailed Evidence Regarding Any Claim: Document the issue clearly, including a written description and images of the item, packaging, and any visible damage or irregularities.
  • Address and Resolve Locally First: Work directly with the lending library to resolve minor issues quickly and efficiently at the local level before escalating.
Iowa Library Directory
3

Submit a Claim

If the issue cannot be resolved locally, complete the IA Shares Damaged or Missing Item Claim Form within five (5) business days of discovering the issue. Please be sure to include all supporting documentation and images of the damaged material. 

The IA Shares Damaged or Missing Item Claim Form will be available soon.

4

Follow Up

If you have not heard a response within five business days of submitting a claim, please contact Tom Keyser via email. Use the email subject line: IA Shares Claim - Follow Up – [Borrowing Library Name] – [Title of Item]