Removing active requests from patron account
We don't want to penalize our users for problems on our end. They don't always understand all of the intricacies that go on behind the scenes to make their material appear at their library.
This situation arose the other day. A request is Shipped by the Lender to the Borrower. The material subsequently is lost while in transit to the Borrower. This request will continue to count against the user's request limit until the request is removed from your patron's account.
An option would be to remove the patron name from the request. You can not delete the patron name from a request, but you can replace it. To do this you would need to have a valid library card. Most likely you would use a dummy or test card. You need to choose Local Change Request Details as the Action. Select the Borrower tab and enter the new card number in the Client Barcode box and click on the Validate button. This should change the Client Name and in turn remove the item from the previous patron when you click on the Submit button.
Another option would be for the Borrower to manually Complete the request. It is usually not a good idea to Complete an active request. Completing the request will remove the request from the user's account, but it will still be open for the Lender. You may want to add a Local Note with an explanation about why the request is Complete. If the Lender sends a Message, the request will reopen for the Borrower even though it has been Completed.