The Collection Agency Report currently includes a field for RtrndMaterial.

Apparently whoever designed the report defined this field as "Value of material returned. (RetndMaterial)...The value is the sum of all replacement charges for lost or billed items that were originally charged by the reporting organization and that have been waived."

In other words, if your staff waives replacement charges, that gets reported to the Collection Agency as returned material, even though no material was returned and the library has gained nothing. This paints an unrealistic picture of the results of your collection efforts and allows the collection agency to suggest a higher rate of return than is actually achieved.

I am proposing that Innovative fix their operational definition of the "value of returned material" to not include replacement fees waived by staff. And then fix the Collection Agency Report that uses said definition in order to separate waived replacement fees into its own field.