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Lost or Damaged Loan Items

You will learn how to handle lost or damaged loan items in Bravo, including updating item status and processing appropriate customer resolutions.

Last Updated:  3/19/2025

If a loaned item is lost or damaged, Bravo offers a feature for full cash refunds or item swaps. This applies whether you find the item during the loan or at redemption.

The article below explains how to mark an item as lost or damaged during the loan or redemption process.

Instructions

Mark Items Lost or Damaged During Redemption

  • Find the loan to mark as Lost or Damaged by entering the ticket number in Loans/Buys.
  • Then, right-click on the loan and choose Lost or Damaged from the menu, or click Lost or Damaged in the side menu.
  • From the Lost or Damaged Items screen, click on the loan you just entered in, you can then select your Cause/Reason and click Save
  • Manager Approval is required to add an item to the Lost/Damaged Item list.
  • A pop-up will show an Event number; please note it for future reference.

 

Resolving Loan Items Lost or Damaged on Redemption

In order to resolve the item and the event you will need to have the "Scan Item Verification" screen for POP CONFIG set to ALL ITEMS so that this can be processed.

After receiving the event number, wait for the customer, explain the issue, and then follow the process.

  • First, bring up the items for Redemption.
  • Click Edit to set all Interest and Fees to $0.00, and Redeem only the principal you gave them and click Ok.
  • Click Next to go to the Tender Screen.
  • At the Tender Screen you can tender CASH since cash back to the customer makes it an even trade.
  • Next you will l reach the Scan Items screen, which indicates an item is in a Lost or Damaged Event.
  • Click Ok to proceed. 
  • On the Scan Items screen, you will need to select the item by clicking on it, then click on the Lost or Damaged option on the side.
  • The resolution section of the Lost or Damaged Items screen is for items that have been found.
  • If the item is damaged or still missing, simply click Save without making changes to continue.
  • The next step is to bring up the customer's profile and click on the option called Resolve Lost or Damaged.
  • If your customer has multiple Lost or Damaged items, locate the event number, select the Loan to resolve, click on it and then click OK.
  • In the Resolve Lost or Damaged Items window, choose to exchange the item or provide a cash payout. You can select one or both options.
  • Click Ok when finished.
  • On the Transaction Screen, click Next to complete the transaction.
  • Continue with the Refund Payment Methods Detail window by paying the customer with Cash, Check, or Gift Card.
  • Click OK when done.

Write Off Loss after LOSS REIMBURSEMENT given to the customer

To Write Off Loans marked as Lost or Damaged using E4473 or without E4473, click HERE.

  • From the Dashboard, select Lost or Damasked Items from the side menu.
  • Type in either the Loan number or the Event number into the Lost or Damaged Items screen.

 

  • Click the Write Off button to mark the item as Theft (Lost) or Unsalable (Damaged).
  • Choose your Reason for Write Off Write Offs cannot be undone!
  • If Theft, enter the Incident Number
  • Click Ok
  • Click Save on the top right
  • For Firearms: Now when you go and find the item, it will be marked as STOLEN (if marked Theft) as well as the incident # that was entered, or LOST (if marked as Unsalable Merch).
  • You have successfully resolved the item being lost or damaged!