MeL Delivery Procedures

 PACKING

• Lending library procedure:
• Include MeL Agency Code and Pack/No Pack status on the delivery label.
• Pack libraries will ship all items using padded envelopes, bubble wrap, or cardboard boxes to pack.
• Note: Please do not recycle cardboard boxes that contained food.
• No Pack libraries may only ship books they are lending unpackaged.
• Note: No Pack libraries must attach a MeL Delivery label to the item, either as a sticky label, or with multiple rubber bands.
• All A/V and non-book materials must be securely packaged per instruction below.
  

• Borrowing library procedure:
• All items should be returned the way they were sent. 
• "No Pack" will appear after the library name on the label maker.
• No Pack libraries should package all items being returned to a Pack library. 
• Pack libraries should return books to No Pack libraries unpackaged.
• Any items shipped in a special container or wrap must be shipped back to the lending library in the same materials.
• Only books may be sent unpacked.
• All A/V and non-book materials must be securely packaged per instruction below.

• Books
• Pack
• Package items in padded envelopes, bubble wrap, or cardboard boxes.
• Do not use sticky labels or any kind of tape directly on borrowed items.
• Packers should use moderation when sealing packages with tape.
• Staples are not allowed.
• Old staples should be removed from packaging before it is resent.
• When sending multiple items to the same library they may be packed together.
• Delivery labels must be affixed to the tops of envelopes or boxes.
• If sending 15-20+ items, depending on size and weight, use a dedicated tote or bag. (Not to exceed 40 lbs)
• Place packages in MeL Delivery tote or bag, or library provided boxes.
  

• No Pack
• Do not use sticky labels or any kind of tape directly on borrowed items.
• Use *multiple* heavyweight rubber bands to secure the delivery label to the item.
• When sending multiple items to the same library a maximum of 2 items may be rubber banded together.
• When sending 15-20+ items, depending on size and weight, use a dedicated tote or bag. (Not to exceed 40 lbs)
• Place books and packaged non-book materials in MeL Delivery tote or bag, or library provided boxes.
  

• AV and Non-book Materials: DVD, CD, CD-ROM, VHS, Cassette, etc.
• All A/V and non-book materials must be securely packaged.
• Place in padded bags, bubble wrap, or cardboard box for extra protection.
• Do not secure with tape, secure with rubber bands around the bags.
  

• Microformat
• Use packing boxes appropriate for the size.
• Place microfiche in a small envelope and then a larger envelope
  

LABELS

• Only standard MeL Delivery labels created on the MeL Delivery label maker site may be used.
• Do not reuse labels. Old labels must be destroyed, or completely covered, to assure items are correctly routed.
• MeLCat requests should be sent to the "Pickup At" location indicated on the lower left-hand corner of the MeLCat paging slip.
• When sending enough items to a single destination to fill a bag, tote, or box - choose the library name from the list, then click on "Make Dedicated".
• Labels for libraries that are part of a central delivery hub or a branch will print the central delivery address rather than the library address.
• Shipping labels must use the current address on the MeL Delivery label maker site.
  

• It is strongly recommended that libraries add the MeL agency code to their OCLC Constant Data.  There is a field entitled "Ship Via" in the Constant Data Record.  Make the entry in this format (with your own MeL Agency Code, of course): Shipped Via   MeLCat zz001

SHIPPING and SUPPLIES

• The courier will provide containers including totes and bags. Boxes and bins may be used as well.
• Weight Limits: containers should not exceed 40 lbs. No Pack libraries should be mindful of this.
• Libraries needing containers should inform their delivery service driver, or use the MeL Delivery service issues form.
• Each library will be responsible for printing labels from the web site as needed.
• Each library will be responsible for providing padded envelopes.
• Envelopes may be reused, if the old labeling is covered.

DELIVERY SITE RESPONSIBILITIES

• Shipments must be prepared in advance so that drivers do not have to wait.
• Verify all addresses.
• Report all problems immediately via the MeL Delivery Service Issues form.
• Usage information.
• Inform MCLS if delivery is not needed for a protracted period of time, i.e., one month or more via the MeL Delivery Service Issues form.
  
• For one or two day closures, the delivery site should inform the delivery service driver, or use the MeL Delivery Service Issues form.
  
• The courier will insure shipments up to the value of $100.  Additional insurance may be purchased by the library through the carrier for items valued above $100.
  

PROBLEM REPORTING AND RESOLUTION

• Damaged Materials - ProMed will not accept responsibility for damage to items sent as "No Pack". They will not assume liability, nor will they reimburse, for any items that are sent through delivery without packaging.
• Lost/Missing Materials - Packages are missing from the shipment: Libraries that do not receive expected materials should first verify they were shipped. See MeL Delivery Policies.
• Non Delivery - Courier stop is not made (missed pickup/delivery)
• Closing Information - Library closings
• Miscellaneous - Other issues that do not fit the above criteria
  

• Recurring problems will be investigated and negotiated by the MCLS representative. MCLS will respond within two business days.

REIMBURSEMENT PROCEDURES

• Damaged Materials

• The library that receives damaged materials, whether lending or borrowing, should, within 24 hours, contact the library that sent the materials for information regarding the state of the item.
• Verify that the item did or did not process through a central delivery site.
• If it is believed that the damage occurred while in transit with ProMed, the borrowing library is responsible for contacting ProMed via the MeL Delivery Service Issues form / Damaged Material.
• The Service Issues Form should include the following information:
• Date of occurrence
• Lending library and agency code
• Borrowing library and agency code
• Item complete title
• Item author
• Item barcode
• Item format (book, paperback, DVD, CD, etc.)
• Item replacement cost
• Description of damage
• ProMed will have 14 days from the date of the original Service Issue claim, or the receipt of the damaged materials to be inspected, to respond to the borrowing library with the reimbursement decision, and 30 days from that date to issue any payment.
• NOTE per MeL Delivery Policy: Reimbursement for lost or damaged materials in transit; the courier will insure shipments up to the value of $100.  Additional insurance may be purchased by the library through the carrier for items valued above $100. The library will pay the courier directly for this additional insurance.
• The borrowing library is responsible for payment to the lending library and for collecting any possible reimbursement from ProMed.
• MeLCat libraries should follow the MeLCat procedures for processing .
  
• ProMed will assign a claim number to the issue.  ProMed may request an inspection of the damaged materials, which should be sent via MeL Delivery to the attention of Customer Service at ProMed.
• Please note ProMed Delivery, Inc. will not reimburse No Pack libraries for damages incurred in transit.
  

• Lost/Missing Materials

• Both the lending and borrowing libraries should conduct a search within their library, and on the library catalog/circulation system.
• Verify that the item did or did not process through a central delivery site.
• The shipping library may post a request on the MeL Delivery listserv.
• The shipping library, whether lending or borrowing, is responsible for contacting ProMed via the MeL Delivery Service Issues form / Lost/Missing Material.
• The Service Issues Form should include the following information:
• Date of occurrence
• Lending library and agency code
• Borrowing library and agency code
• Item complete title
• Item author
• Item barcode
• Item format (book, paperback, DVD, CD, etc.)
• Item replacement cost
• ProMed will assign a claim number to the Service Issues Form/Request for Tracing.  ProMed will have 14 days from the date of the original claim to research routes, hubs and terminals. If the item is not found, ProMed will request both libraries to conduct another search within their library, and on the library catalog/circulation system.
• If the item is found, the library should notify ProMed immediately so the claim may be canceled.
• NOTE per MeL Delivery Policy: Reimbursement for lost or damaged materials in transit; the courier will insure shipments up to the value of $100.  Additional insurance may be purchased by the library through the carrier for items valued above $100. The library will pay the courier directly for this additional insurance.
• If the item is not found within 60 days from the date of the original claim, the borrowing library is responsible for payment to the lending library. The lending library will invoice the borrowing library for replacement fees, and the borrowing library will invoice ProMed for reimbursement.
  
• ProMed will have 30 days from that date to issue any payment.
  
• ProMed will reimburse up to a value of $100, and will not reimburse tax or administrative charges.
  
• MeLCat libraries should follow the MeLCat procedures for processing .
  



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