---
title: "Processing and sending claims"
canonical: "https://support.soutron.net/space/HG/3276938/Processing%20and%20sending%20claims"
format: markdown
---
The Claims Maintenance screen is used to manually process claims as well as see historical claims.
It can be accessed in one of three ways:
- Acquisitions Menu
- Librarian Review Link in email
- Check-in Screen
If you access the Claims Maintenance page before any claims have been generated or no claims have been generated in the date range shown on the screen, you will see the following screen:
Once claims have been generated in the system, the table will be populated and you will see something like this:
This page shows details of the claims that have been generated, either by the automated librarian notification or manually in the check-in screen.
## Search filters
There are five filters at the top of the page, shown in the images above. Note that filters will not be applied until you click on the **Search** button.
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| --- | --- |
| **Office** | If you have more than one office defined in your system, then you can select the office that you want to process the claims for. This allows each office to manage their own claims.
Select the required office from the drop down.
 |
| **Supplier** | By default the system will show All Suppliers so that the table shows all the suppliers that have been identified as having outstanding items/issues (other filters may be applied that mean that not all suppliers are shown).
Select a specific supplier by scrolling, or by clicking into the drop down and starting to type any word.
 |
| **Date Range** | Here you can select a date range. The default date range is the previous 30 days.
> ℹ️ The date range refers to the date when claims were generated (either manually or automatically). It is NOT the expected date of outstanding items/issues.
You can either enter a date manually or use the calendar.
 |
| **Claim Status** | There are four options:
> Macro (nested-table) |
| **Title** | This allows you to search for a specific title in case you need to claim it separately:
Enter the field(s) you want to search by, separating them with a comma.
> ℹ️ *The fields which you can search on here are defined in* [*System Configuration Maintenance*](https://soutron.atlassian.net/wiki/spaces/HG/pages/3278496)*.* |
## Claims Data Table
Depending on what filters have been selected, the table will contain a list of claims that have been generated by the system or manually by a user.
The data is grouped by Supplier and there are a number of columns as shown below:
| | |
| --- | --- |
| **Office** | The office for which the claim has been generated |
| **Supplier** | The name of the supplier for the claim. By default, the page is sorted in alphabetical order by this column. |
| **# (No. of items to be claimed)** | The number of items for the office and supplier shown: for example, if the number shown is 3 and you expand the claim, you will see three items/issues.
You can change the sort order of this column by clicking the column header: once for ascending numeric order and again for descending. This may be useful to see which suppliers have the most claims. |
| **User** | The name of the person that generated the claim where the claim has been generated manually. Alternatively, if it has been created by the librarian notification task, it will be listed as System Agent. |
| **Created Date** | The date on which the claim was generated |
| **Date Confirmed** | The date on which the claim is confirmed |
| **Notes** | Notes that have been added after the claim has been processed and confirmed, for example if the supplier has responded and a note has been made. *This functionality is not yet available but may be added in the future.* |
# Viewing items/issues within an ACTIVE claim
To view a claim, click on the + sign to the left of the **Office** column. The entry will be expanded, and it will present further information.
## Search filters
There are three filters at the top of the page, shown in the images above. Note that these filters are applied immediately.
| | |
| --- | --- |
| **Content Type** |  |
| **Record Type** |  |
| **Claiming Status** | By default all items are shown, but you can filter by Claimed or Never Claimed
 |
## Claims Data Table
Depending on what filters have been selected, the table will contain a list of claims that have been generated by the system or manually by a user.
The data is grouped by whether the item is a standard order or a subscription, and then alphabetically by title. There are a number of columns as shown below:
| | |
| --- | --- |
| **DC (Do Not Claim)** | This is used to disable claims for specific items/issues |
| **Title** | Title of the item and issue information if it is a subscription |
| **Order Number** | The number of the order |
| **Claimed** | The claim status |
| **Published** | For subscriptions only, the item's publication date |
| **Expected** | The date on which the item was expected to be received |
| **Ordered/Received** | The number of copies ordered and the number received |
| **Quantity** | The number of copies that the system believes should be claimed |
| **Claim Level** | The claim level that will be made or if viewing an historical claim, the claim level that was sent or printed. |
## Emails to suppliers with no email address
If a supplier does not have an email address assigned then the email will be sent to the email address defined in Office infrastructure. Any email sent will not show the normal subject defined in the Claim Template but will show a subject of “Claim: Supplier email address missing�. This will allow the person monitoring this email address to easily identify ones where they need to process them manually and also identify what the email address is and add to the supplier email field.
## Claims History
If you want to see the history of claims in the claims maintenance page, filter by Processed. This will show for the date range selected, all the claims made. If a claim has been made several times for a supplier for either the same or different items, then an entry will be shown for each claim that has been processed. The example below shows that two claims have been made for the supplier "Books Etc�.
If we expand them all, we can see that the claims sent were set at “Level 1". If there are other claims levels, such as Level 2, Level 3 and so on, then the Level 1 claims would be listed as the earliest ones.
If a Claim has been sent twice, it can be for one of the following reasons:
1. You have sent the Claim more than once.
2. It is the final level defined and the system will keep sending the final level claim until either the items arrives, the claim is merged or cancelled or the items are set to Do Not Claim.
## Check-in Screen Claims Functionality
There are a number of claims options and functions built into the Check-in screen
### Manually Identifying Claims
A user may identify a claim as part of the check-in process and rather than wait for the automated process to run they may wish to claim it immediately as it is an important work. This function has been provided in the check in screen.
> ⚠️ Note: That the Claims functionality must be enabled in the System Configuration Maintenance > Common Tab, in order for the following functionality to be accessible.
With the claims functionality enabled, the check-in screen will show two buttons which are circled in red below:
### Create Claims
This button allows you to assigned selected items to the claim list. If you click this without selecting any items then you will get the following red error message:
To be able to make a claim for one or more items, you need to select an item or issue and then click on the “Create Claims� button.
When this is done, you will see this green message:
This means that the claims table in the database has now been populated with this claim. Please note that this has NOT been sent to the supplier. Clicking this button in effect does the same thing as the automated Librarian Claim Notification, in that you still have to go to the Claims Maintenance page to process the claim. The reason is that you may have other titles that you want to claim and you would not want the system to send lots of different claim notices to each supplier. This way ensures that they are controlled.
Once you have added items/issues to be claimed, if you want to process them immediately you can do so by clicking on the “Claims� button on the check-in page, this will take you to the Claims Maintenance page, in the same way that the Librarian Notification email “Review Claims� link will do.
### Do Not Claim
Once an issue displayed on the Check-In page has been marked as Do Not Claim, a tick will be shown in the column called “DC� (Don’t claim) circled below.
If you click on the tick box, you will see a note that was entered when they elected not to do claim the issue.
Also shown is an edit link. Clicking on this will allow you to edit the Do Not Claim note.
The user can also choose to de-select the tick box, they can use this if they want to remove the Do Not Claim status and therefore allow it to be claimed again by the automatic claim processes.
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| --- | --- |
| ![image]() | Please note that if you de-select the tick box, it is immediately de-selected and the Claim note is immediately removed so be careful when using this function. |
### Cancelling an Issue
If a claim has been generated (either automatically or manually) by the system, but has not been Processed or Confirmed, you can go to the check-in screen and check-in, cancel or merge an issue that has been flagged for claiming. Doing this will automatically remove the issue from the claims list, ensuring that an incorrect claim has not been made.
### Claimed Issues
Once an item/issue has been claimed, the check-in screen will show a green tick in the Claimed column.
If you hover your cursor over the claim, the date on which said claim has been made will appear.