Working with Borrowing Charges and Billing
Managing billing in ILLiad doesn't have to be complicated. The Staff Web Client gives you the tools you need for everyday charge management – adding fees, tracking patron balances, and handling invoices. Let's walk through how billing works and how to make the most of these features.
For complex tasks like batch invoicing, detailed financial reports, or OCLC IFM reconciliation, you'll still need the Windows client's Billing Manager. The web client focuses on the billing tasks you do every day.
Getting to Know Borrowing Charges
What Kinds of Charges Come Up?
In the borrowing workflow, you'll encounter several types of charges:
Lending Fees are the most common – these are what the supplying library charges for the loan or copy. Copyright Fees come into play when you're getting article reproductions, especially from commercial publishers. If a patron needs something fast, you might add Rush Processing charges for expedited service.
Sometimes things go wrong, and that's when you'll see Lost Item Fees (for replacement costs) or Damage Fees (for items returned in poor condition). And of course, there are Overdue Fines when items come back late.
Where Do These Charges Come From?
Charges pop up from various sources throughout the borrowing process. Most commonly, you'll see them on lender invoices that arrive with items. The Copyright Clearance Center generates fees automatically for certain article requests. Your institution might have its own policies that trigger charges for special services. And sometimes charges arise from problem resolution – like when an item goes missing and needs to be replaced.
Finding Your Way to Billing Features
There are several paths to get to billing information, depending on what you're trying to do.
Starting from a Request
The most direct route is through the request itself. When you open any request, you'll see a Billing tab. Click it to view existing charges or add new ones. This is perfect when you're processing an item that just arrived with an invoice.
Checking a Patron's Account
Sometimes you need the big picture of a patron's financial status. Search for the patron by name or ID, and their user record will show their current balance. Click through to see their complete transaction history – every charge and payment linked back to the original requests.
Working from Processing Queues
When you're in your processing queues, keep an eye out for the dollar sign ($) icon – it flags items that have charges. You can filter your queue to show only items with billing issues, making it easy to batch process similar charges from the same lender.
Remember, you need billing permissions to add or modify charges. If you can only see charges but not edit them, you have view-only access. Talk to your supervisor if you need billing permissions added to your account.
Adding Charges to Requests
Adding Individual Charges
When you need to add a charge to a single request, the process is straightforward.
First, open the request and click on the Billing tab. You'll see any existing charges and an Add Charge button. Click it to open the charge entry form.
The system will ask you to specify the charge type. Pick from the dropdown:
- Lending Fee (most common)
- Copyright Fee (for articles)
- Processing Fee (rush charges, etc.)
- Other (you'll specify in the notes)
Now enter the charge details. The amount is required – and here's a pro tip: always use two decimal places (5.00, not 5) to keep the accounting accurate. If you have an invoice number, add it here – it makes tracking much easier later. The lender reference field is handy for their transaction numbers. Set a due date if the lender specified one, and use the notes field for any clarification needed.
Hit Save and you're done. The charge is now attached to the request and automatically updates the patron's balance.
Batch Charging Multiple Requests
Got a stack of requests from the same lender with the same fee? Save time with batch charging.
Start by filtering your queue to show just the requests you need. Maybe it's all items from a specific lender received today. Check the boxes next to each request that needs the charge – but make sure they all need the exact same charge amount.
From the batch actions menu, choose Add Charge. Enter the charge details once, and the system will apply them to all selected requests. Before you confirm, review the preview carefully. Make sure the amounts are correct and you've selected the right requests. Once you confirm, all the charges are applied at once.
Keeping Track of Patron Balances
Checking Account Status
Understanding a patron's financial standing is crucial for good service. Here's how to get the complete picture.
Start by searching for the patron using their name or ID. When their record opens, you'll immediately see their current balance. But that's just the beginning – click through to the detailed view for the full story.
The transaction history shows everything: every charge applied, when it was added, what type it was, and which request it's linked to. This historical view is invaluable when patrons have questions about their accounts.
How Patrons Get Notified
The system keeps patrons informed automatically. When you add a charge, they get an email showing the new charge and their updated balance. If their balance crosses certain thresholds, they'll get alerts. The system sends payment reminders as due dates approach, and if necessary, block notifications when accounts become seriously overdue.
Here's something important: the web client shows balances and tracks charges, but it doesn't actually process payments. Your institution handles payments through its own system (student accounts, cashier's office, online payment portal). Once a payment is processed there, it gets recorded in ILLiad to update the patron's balance.
Handling Invoices from Lenders
Recording Invoice Information
When that envelope from another library contains an invoice along with the book, here's how to handle it.
First, match the invoice to your requests. Use the invoice number search to find all the transactions listed. Double-check that the charges on the invoice match what you expected. Sometimes lenders charge differently than quoted.
Enter the invoice details into the system: the invoice number (critical for tracking), invoice date, total amount, and any payment terms the lender specified.
Now distribute the charges to the individual requests. If the invoice lists multiple items, allocate each charge to its corresponding request. This adds the charges to patron accounts automatically. If you spot any discrepancies, note them – you'll need to follow up.
Dealing with Billing Disputes
Sometimes charges don't look right, and that's when you need to dig deeper.
Start by documenting the issue. What type of discrepancy is it? Overcharge? Charge for an item you didn't receive? Gather your evidence – emails, quotes, or previous correspondence.
While you're resolving the issue, flag the charge as disputed in the system. This prevents it from being passed on to the patron while you sort things out. Keep track of all communication with the lender.
Once resolved, update the charge accordingly. Maybe you'll adjust the amount, remove it entirely, or confirm it was correct after all. Document the outcome in the notes so there's a clear record of what happened.
Managing Fee Limits and Maximums
Understanding Cost Limits
ILLiad uses a tiered system for managing how much patrons can be charged.
Your system has default maximums that apply to everyone. But different user categories might have different limits – faculty might have higher limits than undergraduates, for example. Staff with proper permissions can override these limits when necessary. The system also sets warning thresholds that trigger alerts before hitting the maximum.
When Charges Exceed Limits
Here's what happens when a charge would push a patron over their limit.
The system automatically prevents the request from processing. It's stuck until someone intervenes. You have several options at this point.
You might contact the patron to get approval for the higher charge. Sometimes they're happy to pay for that rare book. Or you could seek an alternative supplier with lower fees. Some lenders might waive or reduce fees if you explain the situation. As a last resort, you might need to cancel the request.
If the patron approves the charge, you'll need to process an override. This requires supervisor approval in most systems. Document why the override is necessary, then process the request with the override in place.
Supervisors can approve overrides from their phones or tablets, which means patrons don't have to wait as long for decisions on high-cost items.
Common Billing Scenarios
Let's walk through some typical billing situations you'll encounter.
Standard Fee Processing
This is your bread-and-butter billing scenario. An item arrives with an invoice showing a $15 lending fee. You check in the item, noting the fee amount. Add the charge to the request in the Billing tab, entering the invoice number for reference. Then process the item normally.
The patron automatically gets an email showing the new charge, their updated balance, and information about payment options. Clean and simple.
Lost Item Billing
This scenario requires more steps and documentation.
First, confirm the item is truly lost. Complete all your usual searches – check the stacks, the hold shelf, other possible locations. Document these efforts in the request notes. Contact the patron to see if they have it.
Once you've confirmed it's lost, determine the replacement cost. Check with the lender first – they might have a set replacement fee. If not, research the item's value through book vendors or online sources. Don't forget to add your institution's processing fee.
Apply these charges to the patron's account with clear documentation. Send a formal notice beyond the automatic email, setting a firm payment deadline. If the patron doesn't pay by the deadline, their account may need to be blocked.
Damage Assessment
When an item comes back damaged, you need to determine what happens next.
Document the damage thoroughly. Take photos if possible. Write a clear description of what's wrong. Most importantly, determine if it's the patron's fault or just normal wear.
Calculate the costs involved. Get repair estimates if the item is fixable. If not, determine replacement value. Include any processing fees your institution charges.
Then process accordingly. If it's clearly the patron's fault, bill them for the damage. If it was your institution's error (maybe poor packaging for shipping), absorb the cost. When fault is unclear, you might need to negotiate with both the patron and the lender.
Running Reports and Reconciling Accounts
Basic Reports in the Web Client
The web client gives you several useful reports for day-to-day billing management.
You can pull lists of outstanding balances to see who owes money. Daily charge summaries show all billing activity for a given day. Payment due lists help you identify accounts needing follow-up. And transaction details let you drill down into specific charges.
Exporting for Analysis
Need to do more complex analysis? Export your data.
Filter to get just the records you need, then choose your export format (usually CSV for spreadsheets). Download the file and import it into Excel or your preferred spreadsheet program for detailed analysis.
For comprehensive billing reports, financial summaries, and IFM reconciliation, you'll need to use the Windows client's Billing Manager. It's designed for those heavy-duty financial tasks.
Mobile Billing Features
The web client's responsive design makes certain billing tasks particularly easy on mobile devices.
What Works Great on Mobile
You can quickly view patron balances while at the service desk. Adding simple charges is straightforward with the touch interface. Checking fee limits takes just a few taps. Supervisors can approve overrides without returning to their desks. And basic invoice entry works well for single-item invoices.
Touch-Optimized Interface
The mobile interface adapts billing screens for touch. Swipe through charge lists. Tap to add new fees. The numeric keyboard appears automatically for amount entry. Forms resize for easy touch targets. Everything's designed to work smoothly on smaller screens.
Best Practices for Billing Success
Keeping Things Accurate
Accuracy in billing builds trust with your patrons. Always double-check amounts before saving – a misplaced decimal point causes headaches. Include invoice numbers whenever possible for easy tracking. Add descriptive notes that will make sense months later. Verify patron information is current so bills go to the right place. And always review charges one more time before the patron gets notified.
Communicating About Money
Money can be a sensitive topic, so clear communication is essential. Explain charges in plain language – avoid library jargon. Provide all payment options available and be clear about deadlines. Document every interaction about billing in the request notes. Respond quickly to billing questions – patrons worry about unexpected charges. And know when to escalate disputes to a supervisor.
Staying Compliant
Following policies consistently keeps everyone happy. Apply your institution's fee policies uniformly to all patrons. Don't make exceptions without proper authorization. Maintain clear documentation for audit purposes. Respect patron privacy when discussing billing matters. And track any fee exemptions properly in the system.
Troubleshooting Common Issues
Even with a smooth system, you'll occasionally hit snags. Here's how to handle the most common ones.
Charge Won't Save? First check that all required fields are filled. Verify you have billing permissions. Make sure the amount is in valid format (numbers only, with decimal). If all else fails, try a different browser.
Balance Looks Wrong? Review all transactions for that patron. Check for pending items that might have charges. Verify all payments have been recorded. Do the math manually to double-check the system's calculation.
Invoice Doesn't Match? Compare line by line with your records. Check that transaction numbers match. Verify the date ranges are the same. When in doubt, contact the lender for clarification.
Payment Not Showing? Confirm the payment actually processed in your payment system. Check that it was applied to the right patron account. Remember that some payment systems have a delay before updating ILLiad. Allow appropriate processing time before investigating further.
How Billing Connects to Other Systems
ILLiad's billing features don't work in isolation – they connect to various institutional systems.
Payment Systems integration includes student account systems, credit card processors, physical cash registers, and online payment portals. Each institution sets up these connections differently.
Financial Systems connections help with general ledger entries, accounts receivable tracking, budget monitoring, and financial reporting to administration.
Ready to Learn More?
Now that you understand billing in the borrowing workflow, explore these related topics:
- Document Delivery – How electronic delivery affects billing
- User Management – Deep dive into patron accounts
- Search Functionality – Finding specific billed items quickly
| Previous | Current | Next |
|---|---|---|
| Managing Returns | Working with Charges and Billing | Document Delivery Overview |