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What should I do if an item is not returned

Page history last edited by Paul Crosland 14 years, 6 months ago

This page is being overseen by both the Community Conflict Transformation Group and the Website Development Group

 

This page is a version of what is live on the site so that suggestions of changes can be marked with strikethrough and new colour:

 

under http://freelender.org/main/help_faq

What should I do if an item is not returned?  (NB Earlier draft help text eg How do I know I'll get my stuff back? )

We hope this will never happen, and we have not yet heard of a case of an item not being returned. People who join freelender are generous and reasonable people!

 

However, if this does happen, we suggest the following steps:
  • Firstly, contact the borrower. This can be done via the freelender messaging system. There is probably a simple explanation - maybe the borrower hasn't realised that the agreed return date has passed, maybe there was a misunderstanding about when the return date was, or maybe an emergency has arisen in their life.
  • If you are able to contact the borrower and you discover that they are unable to return the item, for example if it has been lost or damaged, speak to them and try and reach a resolution which you are both happy with. This could be by them reimbursing you to the value of the item (as recorded on freelender).
  • If you are in contact with the borrower and not reaching agreement, you may wish to follow this problem resolution process, and encourage them to do the same.
  • If you need help with the problem resolution process, we provide access to on-line dispute resolution services to help you with difficulties in clarifying what happened, what you need and how to get your needs met. This is provided by a group of freelenders who work in conflict transformation. You can read an invitation letter to the free service for freelenders here. (Word document).
  • If you are unable to contact the borrower for an appreciable period despite your best efforts, contact us and we will make our best efforts to help.

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