The matching process is the most crucial step in handling found items, as it determines whether someone is the rightful owner. Naturally, this process must be carried out with the utmost care. Below, you will find the instructions for the matching process.
Reviewing a submitted Lost Form
When someone realizes they have lost an item, they may look for a contact number on your organization's website. Instead of calling, they can fill out the Lost Form through the widget on your company website or directly on your organization's iLost page, where the form is available.
In the Lost Form, the claimant should provide a detailed description of the lost item, including the title, a photo, and specific characteristics. When setting up your account, you have the option to add custom question fields. This allows you to collect more precise and relevant details, making it easier and faster to identify a match.
A completed Lost Form may look like this:
The Lost Form overview
All submitted Lost Reports can be found under the 'envelope' icon in the top right corner of the application. To view the most recently submitted Lost Reports, you can click on the 'Review suggestions' tab. Below are all the new reports that you need to review. It is important that you check the newly submitted reports to see if the form can be matched with an item that you have found and already registered.
Viewing Submitted Lost Forms
Click on a submitted form to open it. Once opened, you will see the full submitted form along with any relevant registered suggested items. This overview allows you to quickly determine whether the lost item has already been found.
For each item, you can review its characteristics and, if provided, see an image of the lost item. The image below is an example of a submitted form where the owner reported losing a yellow wallet. On the right side, the most relevant suggested matches are displayed for your review.
Matching a Lost Form
Did you find the right item? Great! You can match it by clicking the green "Match" button. To confirm the match, you have the option to enter an additional message for the owner in a free-text field. Once ready, click the blue "Reply as found" button to finalize the match.
The owner will then receive a standard email template, including your logo, with instructions on how to arrange the return. This successfully links the lost form to the registered item.
*If you accidentally clicked the "Match" button, you can reverse this action by clicking the red "Unmatch" button. This will undo the match.
No Match
Is the suggested item incorrect? Click the red "X" button to remove it from the list.
If you want to process a lost form with the status "Not Found", click the "Reply as not found" button. A standard message will be displayed in a free-text field, which you can modify or replace with your own message if needed. The owner will then receive a standard email template, including your logo, with the message that unfortunately the item was not found.
Ask Additional Verification Questions
Lost item forms often do not include a photo, which can sometimes make it harder to determine if someone is the rightful owner. If you're unsure whether the person is the actual owner, always ask an additional verification question to be certain. Click the blue "Send message" button and type your question in the free-text field.
If the possible owner responds to your question, their reply will appear in the inbox window labeled "Reply to lost reports".
Archiving Lost Item Forms
Lost item forms are automatically archived by the system. Your iLost organization account has a default archiving period configured. Once this period expires, the status will automatically change to "Not Found", and the form will be moved to the "Not Found" archive section.
The possible owner is at the Lost and Found desk
If someone approaches your counter to inquire about a lost item, you can conduct a face-to-face matching process on the spot. Then, check if the item is listed in your iLost account. You can use the search bar to look up item titles (e.g., backpack, wallet suitcase) as well as specific identifying characteristics.
If the item is listed on iLost and the peron's description matches its identifying details, it is considered a match!
Ask the claimant to provide identification.
Click the "Owner at front desk" button.
Record the owner's contact details or any other relevant information required by your organization, such as an email address or phone number(this is not required).
Click the "Hand over item" button.
You may now return the item to the rightful owner.