AGENT JOURNEY 2

AGENTJOURNEY

PACKAGE STATUS

PACKAGE RESEARCH

SERVICE CHANGES

10

01

06

DELAYS

Address correction

DISPUTES DELIVERY

02

07

11

Package Refusal after POD

same-day reattempt

SAME DAY PICK UP

03

08

redirect to hold

missing contents

04

09

STOP SHIPMENT/Return to Shipper

Package received in error

05

caller containment

01

ADDRESS CORRECTION GROUND

Contact Shipper

If caller insists

No attempt or No Address Scan

After an attempt (Ground Exception 04) OR Bad Address Scan is present (Postcard Sent, Address Search, UTL, Incorrect Recepient Address)

Offer FDM if available. If not, Create a Case in Bridge

No FARM

With FARM

Recipient

Shipper

Check FARM

Residential

Business

GROUND

Verify Account Information

Create a Case in Bridge

No FARM

With FARM

Check FARM

Not Allowed for All

Combination/ Allowed with Exception

Transfer to FARM

01

ADDRESS CORRECTION express

Contact Shipper

If caller insists

No attempt or No Address Scan

After an attempt (DEX 08) and Bad Address Scan is present (DEX 03)

Offer FDM if available. If not, Create a Case in Bridge

No FARM

With FARM

Recipient

Shipper

Check FARM

Residential

Business

express

Verify Account Information

Create a Case in Bridge

No FARM

With FARM

Check FARM

Not Allowed for All

Combination/ Allowed with Exception

Transfer to FARM

02

same day REATTEMPT

EXPRESS

GROUND

Not Applicable

same day REATTEMPT

Recipient/ Shipper

If NOT okay with Same Day Pick Up Recommendation or Insisting for futher assistance

If OKAY with Same Day Pick Up

MET

NOT MET

Guidelines: PO, FO, High Risk/Priority & before 1:00PM local Destination time

Create a Same Day retattempt case in Case EBS

06

DISPUTES DELIVERY

NO

YES

Recipient’s address matches with what’s on the label

GROUND

06

DISPUTES DELIVERY

NO

YES

Recipient’s address matches with what’s on the label

EXPRESS

ground

Greater than 7 days no movement/ activity

Less than 7 days no movement/ activity

Create a package research case

no movement/ activity

Advice to go to fedex.com and file a claim | if shipper insist in getting assistance then transfer to claims triad.

ground

Scan 34 - INVENTORY/REQ FUTURE DLVY

"Scan 27 - PKG NOT DLVD-NO ATTEMPT (Package Not Delivered – No Attempt)"

"Scan 16 - PKG ON MANIFEST-NOT VAN (Package on Manifest – Not Van)"

Inform caller there may be a delay in the delivery of the package. Initiate Package Research case.

Virtual scan, package planned for specific delivery van (on manifest) is not on the van.

Initiate Package Research Case.

No attempt made to deliver package.

there is movement/ activity

"Residential Recipient requested vacation hold or Business Recipient indicated business closed. Note: Reason field may indicate length of hold"

Inform Caller of requested hold and scheduled delivery date. If Customer desires removing the “hold”, then initiate a Information Request Case to the station requesting removal of hold.

express

Greater than 7 days no movement/ activity

Less than 7 days no movement/ activity

Create a package research case

no movement/ activity

Check if there's a case. If there is, check updates. If none, then create a package research case.

11

same day pick up

EXPRESS

GROUND

Not Applicable

same day pick up

Recipient/ Shipper

If Station ETA IS NOT available under DEX 08 Scan.

If Station ETA IS available under DEX 08 Scan.

If Customer agrees to HAL, process the request.

Contact Shipper

Not Allowed for All

Combination/ Allowed with Exception

Residential

Contact Shipper

Let them process call tag online FedEx.com

If the caller is shipper

Let them contact the shipper

If the caller is recipient

There is movement/ activity

No movement/ activity

GROUND

EXPRESS

01

DELAYS

There is movement/ activity

No movement/ activity

Customers are stating that they have not received their package even though the status of the shipment is already delivered.

DELIVERED

IN TRANSIT Who is the caller?

YES

NO

YES

NO

What’s the status of the shipment?

Business Recipient

Residential Recipient

Contact the Account Executive within your organization

Not Allowed for All

Combination/ Allowed with Exception

Business

Transfer to FARM

GROUND

EXPRESSS

01

Address correction

Happens when there's an Incorrect street name or street number, Missing apartment or suite number , and/or Invalid zip code

"I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by your Account Executive. You can reach out to them for any additional questions or concerns. Thank you afor understanding, I must release the call now."

If Caller insists that you process the request:

“For security of your shipment, your company has selected some restrictions that do not allow us to process this request. If you have any questions, please contact the account executive within your organization for further assistance.”.

DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by the Shipper. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by the Shipper. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

Contact the Account Executive within your organization

Not Allowed for All

Combination/ Allowed with Exception

Business

Transfer to FARM

NON LMO with NO FRAM Restriction

LMO or NON LMO with FARM RESTRICTION

RECIPIENT (Business/ Residential)

SHIPPER

NON LMO with or without FARM RESTRICTIONS

Who is the caller?

NO FARM

WITH FARM

Third Party Caller is calling – Received a Package not intended for her and address is also incorrect.

• Create a Simple Pickup Request
• Submit a Package Received an Error case in Case EBS – Make sure to include the Pickup#

Applicable for both Express and Ground

NO

YES

“Do you notice any damage or tamper on the package?”

Contact Shipper

Not Allowed for All

Combination/ Allowed with Exception

Residential

Contact Shipper

Let them process call tag online FedEx.com

If the caller is shipper

Let them contact the shipper

If the caller is recipient

Caller containment is ONLY applicable for the following Call Drivers:  Claim Request  Delivery Instructions  Express ETA  Reattempts  RTH/DTH - Redirect to Hold/ Deliver to Hold  Money Back Guarantee  Package Refusal  Stop/RTS - Stop Shipment/Return

IF Caller insists on further research or assistance after being advised of status/expectations, DO NOT create the case and DO NOT escalate the call.

IF Caller insists on further research or assistance after being advised of status/expectations, DO NOT create the case and DO NOT escalate the call.

Express

Ground

02

DISPUTES DELIVERY

Customers are stating that they have not received their package even though the status of the shipment is already delvered.

Ask the following probing questions:

• Did the recipient search around the property or where the package shows delivered?
• Did recipient check with other members of household or coworkers who may have received the package without their knowledge?
• Did the recipient check with neighbors, leasing office, or central receiving?

NO

YES

Were all probing questions confirmed by the caller?

If the caller questions the resolution

If the caller questions the resolution

If Caller insists on proceeding

DO NOT Schedule pickup – refer to contact shipper

If Caller insists on proceeding

OTHER Caller (The one who received the package not the intended recipient)

Intended Recipient/Recipient stated on the label

Who is the caller?

Shipper to contact the authorized individual within their organization. “For security of your shipment, your company has selected some restrictions that do not allow us to process this request. If you have any questions, please contact the account executive within your organization for further assistance.”

Ask the following probing questions:

• Did the recipient search around the property or where the package shows delivered?
• Did recipient check with other members of household or coworkers who may have received the package without their knowledge?
• Did the recipient check with neighbors, leasing office, or central receiving?

NO

YES

Were all probing questions confirmed by the caller?