FAQ's for Support:

What happens if a shipped item is never received? Is there a way to cancel the request? Does it stay in status Shipped indefinitely?
The shipped item is on a 56 day loanrule; at the end of 56 days it would generate a bill; the lending library sees that the request has never been received; the lending library negotiates with the borrowing library, which is technically responsible for the lent item though they never recieved it, according to VC policy (see www.massvc.org/policies). They forgive the bill or receive a replacement, or are paid; andthen instruct the borrowing library to set it to received and returned, artificially since the patron never received the item, and then the lending library completes. This is the only way to get the request to go away.

What to do if a book which a patron requested, never arrives at my library?
Make a new request on behalf of the patron, contact the courier (see left margin of Delivery Routing Directory) and contact the lending library to say the item never arrived; and to try to figure out where it is by checking shelves at both libraries (see www.massvc.org/policies).

What to do if one does not know the borrowing library and needs to contact them?
The best thing to do is to contact the helpdesk (vc.helpdesk@umb.edu or 617-287-5926) or contact the central site if a your library is a member of a network. The helpdesk can look it up (usually) via request inquiry: the central site can look for it in the list of incoming requests. Alternately, login as staff and do a request inquiry on an unusual word in the title or author, using this method: Cut off the first and last letters of the unusual word and replace them with percent signs, for example, Massachusetts becomes: %assachusett% as a title or author search. The percent sign is an SQL wildcard.

What if a patron receives an Internal Server Error after clicking Searching/Requesting? (cross reference)
See this page