[Koha-bugs] [Bug 22456] New: Customers Cancelling their Pending Holds

[bugzilla-daemon at bugs.koha-community.org]

https://bugs.koha-community.org/bugzilla3/show_bug.cgi?id=22456

            Bug ID: 22456
           Summary: Customers Cancelling their Pending Holds
 Change sponsored?: ---
           Product: Koha
           Version: 18.05
          Hardware: All
                OS: All
            Status: NEW
          Severity: enhancement
          Priority: P5 - low
         Component: OPAC
          Assignee: oleonard at myacpl.org
          Reporter: christofer.zorn at ajaxlibrary.ca
        QA Contact: testopia at bugs.koha-community.org
  Target Milestone: ---

Good morning!

I'm not sure if I should have piggybacked this off of the previous ticket, but
I'd like to open the discussion on bug 18856 again. We'd like the ability to
have patrons cancel their holds once they have been pulled by staff and are
awaiting pick up.

Our previous catalogue (Bibliocommons) allowed the cancellation of holds once
it as captured. This feature was well like and used by our patrons who had
determined they didn't need/want the item any longer. This gave the perception
that they were freeing up the item for the next person. We have fielded a
number of grumpy comments since our migration about the inability to perform
this functionality.

>From my perspective, if we're allowing patrons to place holds and cancel them
before they're captured, we should offer the ability to cancel them up until
they're picked up. At the very least, this should be a system option to allow
the Library to choose whether they'd like to enable this functionality.

Even if the implemented functionality is a placebo for the user ... offer them
the ability to cancel the hold and have it remove from their account. As long
as optically it appears they've cancelled the hold, there is no harm. If
desired, a report could be run to allow staff to pull those items from the
shelf if needed.

I'm more than happy to elaborate if needed on this, but I feel that this is a
feature that is currently missing from Koha that would be a boon to customer
service.

Thanks

Christofer

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