Learning Commons:Chapman Learning Commons/Money and Refunds

From UBC Wiki

Common Issues with Money/Print Card Balances

  • You cannot print if you do not have money in your account.
  • Certain bank cards are not accepted to load money via Pay for Print online. If a patron is having issues with this, ask them if can try a different card, or get cash to use the Print Card Vending Machine. As a last resort, if they don't have any other options, they can use their bank card to buy a $5 Guest Print Card from Circulation. NOTE: Circulation cannot load cash values onto a patron's Pay for Print account (they can only sell cards and process refunds for printer errors).
  • It’s possible for patrons to have negative balances, if they had money from a first-year meal plan. Certain outlets can allow students to go into debt when purchasing food. The student must add enough money to wipe out the debt before they can print. If a patron submits a document and the status reads " Denied by External Systems" the patron should check to see if they have any funds in their account.
  • To use the Print Card Vending Machine Students/Staff must activate their card (aka add money via debit/credit online) before being able to add money using the card vending machine. If patrons need change for large bills they can get it from circulation.
    • For guest cards this isn’t an issue, guests can add money to their card right away.
  • If a student has a “carryover plan”, that money CANNOT be transferred to a UBC Card Plan (the account funds are deducted from for printing).

Requirements For Refunds

A patron can receive a refund if...

  • Printing:
    • They picked /libraryMono or Duplex (i.e. they did not pick a specific printer) AND the printer has charged patron for print but documents did not come out. Help the patron to check by logging into their Pay for Print account to check if the amount was charged or if the print job failed. If the amount was charged ask them to visit Circulation for a refund.
    • NOTE: PayforPrint usually automatically adjusts the amount it charges someone if it does not print all the pages. This adjustment may take a few minutes to appear in a patron's account.
    • The printer messed up their print job (extra ink showing lines on the paper, not enough ink, etc.)
  • Print card vendor:
    • If the vendor gives a receipt that says “Value not added,” patrons can present this receipt to Circulation for a cash refund.

Refunds for Print Jobs

  1. Make sure your have followed all the steps above.
  2. Collect the following information: Student Name, Student Number, provide a short description of what happened and why they need a refund.
  3. Bring the student to MAA Circulation to get a refund. If you are in a pinch, CLC staff can also give refunds. Contact the Program Assistant or LCC.
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