Question about payment plan

[Cindy Martin]

Hi all,

We're looking at updating our payment plan process for patrons who owe more than they feel they can pay at one time. Note: While we don't charge overdue fees, we do charge replacement fees for items that have not been returned after 40 days.  Sometimes these costs can add up if multiple items have not been returned, or even one expensive item has not been returned.

Before setting up a payment plan, we work with patrons to try and reduce the cost of an item or, in some cases, waive the fees to help eliminate the need to set up a payment plan..

Currently, out plan looks like this:

• All overdue items must be returned before a payment plan can be negotiated.
• While exceptions and alternative plans may be agreed upon, ask the patron for 1/3 of the balance for an initial payment.
• Arrange for a schedule to pay the balance (i.e., $5-$10 each check out until the balance is paid).
• Emphasize that to continue receipt of services, no new fees/charges can accumulate until the current balance is paid.
• Insert a Message in the patron record. (Read the message to the patron for clarification and agreement. For example: Patron payment plan: Agreed to pay $5 per check out. Okay for check outs as long as no new fees/charges accumulate. sd/ko 06/15/06)Waiving Fees/Charges

I'm hoping you can share whether you have a payment plan and, if so, what process you have in place for situations like this.

CINDY MARTIN

Coordinator of Lending Services

CLCN Chair

A R A P A H O E L I B R A R I E S

Pronouns: She, her, hers 

303-542-7279 x12715

cma...@arapahoelibraries.org

 

 

[Sharon Rice]

Hi Cindy!

Our payment plan looks similar with a few exceptions that I'll add here:

• All overdue items must be returned before a payment plan can be negotiated.

• While exceptions and alternative plans may be agreed upon, ask the patron for 1/3 of the balance for an initial payment. (at PCCLD we ask for at least a quarter if the fees are over $100)
• Arrange for a schedule to pay the balance (i.e., $5-$10 each check out until the balance is paid). (All fee schedules are arranged by departmental or manager discretion only.  Desk staff does not decide payment plan terms) 
• Emphasize that to continue receipt of services, no new fees/charges can accumulate until the current balance is paid. (We have an "unverified" status that will only allow two checkouts and requires our patrons to come in every 2 months to update their records regardless of fees.  We will place their accounts in this status while there is a payment plan in progress.  They can still use our services, place items on hold, and check out two items at a time while on a payment plan, but this encourages the completion of the plan.)
• Insert a Message in the patron record. (Read the message to the patron for clarification and agreement. For example: Patron payment plan: Agreed to pay $5 per check out. Okay for check outs as long as no new fees/charges accumulate. sd/ko 06/15/06)Waiving Fees/Charges  (Desk staff will update message every time a payment is made: "Bill paid $5 toward his plan today: 4 payments left til full status.  SR/RA 11/25/25) 

Hope that's helpful!

Sharon

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Sharon Rice

Manager of Experiential Learning

Pueblo City-County Library District

she/her/hers

[Jennifer Hoffman]

At DPL, staff can create a payment plan for replacement fees owed on lost materials by adding a blocking note laying out the agreed-upon terms.  For example:

11/25/2025 Customer agrees to pay $5 per week for 7 weeks to satisfy $35 balance owed by 1/13/206. JH/CEN

If the customer hasn't already been referred to collections, we will suspend them from collection action so long as the agreement is being honored.

Jennifer Hoffman (she/her)  Interim Central Library Director Manager of Books & Borrowing 10 W. 14th Ave. Parkway, 80204 720.865.2034 jhof...@denverlibrary.org denverlibrary.org

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[Cindy Martin]

Hi Jennifer,

Thank you for your response.  I have a couple of questions.  

When you say that you add a blocking note, does this mean that the patron is blocked from checking anything out until the account has been paid in full?

What is your process for suspending the patron from collections?  Do you work with your finance department?  

CINDY MARTIN

Coordinator of Lending Services

CLCN Chair

A R A P A H O E L I B R A R I E S

Pronouns: She, her, hers 

303-542-7279 x12715

cma...@arapahoelibraries.org

 

 

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From: 'Jennifer Hoffman' via CLCN Colorado Circulation Supervisors Network <cl...@googlegroups.com>
Sent: Tuesday, November 25, 2025 1:26 PM
To: cl...@googlegroups.com <cl...@googlegroups.com>
Subject: Re: Question about payment plan

 

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[Jennifer Hoffman]

Hi there,

The non-blocking note prevents self checkout and is visible to staff accessing the account, so that they can verify the customer is still on track with the payment plan before checking out add'l items.

Staff with appropriate ILS permissions can check a box in the patron record that prevents them from being submitted to our collection agency if they reach our referral threshold (owes $25 or more, associated with item in lost status for more than a month, customer is aged btw 18 and 64).

If a customer is already in the collections, we can still set up a payment plan but will not check out to the account until the lost item are returned and any remaining replacement/collection fees are resolved.

To view this discussion visit https://groups.google.com/d/msgid/clcn/PH7PR06MB93658C1845AD4F490CC63097BED1A%40PH7PR06MB9365.namprd06.prod.outlook.com.

[Cindy Martin]

Thank you 🙂

CINDY MARTIN

Coordinator of Lending Services

CLCN Chair

A R A P A H O E L I B R A R I E S

Pronouns: She, her, hers 

303-542-7279 x12715

cma...@arapahoelibraries.org

 

 

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From: 'Jennifer Hoffman' via CLCN Colorado Circulation Supervisors Network <cl...@googlegroups.com>

Sent: Tuesday, November 25, 2025 4:11 PM

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[Tim McClelland]

Hi Cindy-

 

At Boulder Public Library, our process is similar to your current process. I’ve noted the differences below:

·        All overdue items must be returned before a payment plan can be negotiated. We do not require items to be returned and will negotiate a payment plan on lost or damaged materials.

·        While exceptions and alternative plans may be agreed upon, ask the patron for 1/3 of the balance for an initial payment. We removed this initial payment percentage as a requirement when we went fines free. It was a barrier for some folks to get their bill paid off. While not 100% successful, we do have many folks who stuck through their payment plan at a minimum of $5 per month.

·        Arrange for a schedule to pay the balance (i.e., $5-$10 each check out until the balance is paid). Same at BPLD, $5 per month is our minimum.

·        Emphasize that to continue receipt of services, no new fees/charges can accumulate until the current balance is paid. Same at BPLD.

·        Insert a Message in the patron record. (Read the message to the patron for clarification and agreement. For example: Patron payment plan: Agreed to pay $5 per check out. Okay for check outs as long as no new fees/charges accumulate. sd/ko 06/15/06)Waiving Fees/Charges Same at BPLD.

Hope that helps! Enjoy the holiday!

 

Tim McClelland

Public Services Department Manager

 

Pronouns: he/him

O: 983-888-0554

mccle...@boulderlibrary.org

 

Boulder Public Library District

1001 Arapahoe Ave | Boulder, CO 80302

www.boulderlibrary.org

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