GREYHOUND EXPRESS. User Guide. August Version 3.0. Greyhound EXPRESS - User Guide

Transcription

1 GREYHOUND EXPRESS User Guide August 2007 Version 3.0 Greyhound EXPRESS - User Guide

2 Registered Trademarks Greyhound, the Greyhound "running dog, the Greyhound running dog and shield, the Greyhound running dog and highway, Ameripass, Go Greyhound, and Lucky Streak are among the registered trademarks used in this document. Use of these marks is with the EXPRESSed approval of Greyhound Lines. Any requests for the use of such marks by entities other than Greyhound Lines should be directed to the Greyhound Marketing Department at (972) during regular business hours. Service & Trademarks A number of service marks owned by Greyhound Lines are found within this document, including (but not limited to) Greyhound Package EXPRESS, Greyhound PackagEXPRESS, Greyhound Travel Services, Greyhound Courier EXPRESS, Greyhound Charter Sales and Service, Greyhound Commercial Services, "Greyhound : Where can we take you?, and Go Greyhound and leave the driving to us, among others. Any requests for the use of such marks by entities other than Greyhound Lines should be directed to the Greyhound Marketing Department at (972) during regular business hours. Other Company Referenced Products & Services Products and services of other companies are found and referenced within this document. These brand and product names may be trademarks or registered trademarks of their respective holders. Microsoft, Microsoft Internet Explorer, and Microsoft Windows, are trademarks of the Microsoft Corporation. August Version Greyhound Lines, Inc. Trademarks

3 Table of Contents Chapter 1: Introduction Chapter 2: Log In Log into TRIPS Log into EXPRESS Accessing EXPRESS Applications Create an EXPRESS Shortcut Chapter 3: Create Shipment Navigation Tabs and Links Create a Shipment Retrieve an Account (Shipper) Recipient Information Shipment Details Shipment Information COD/Collect COD Collect Service Type Discount Package Information Adding Additional Packages - Optional Product Option and Schedule Alternate Destination Search Alternate Destination - Optional View/Modify Shipper Information - Optional View/Modify Recipient Information - Optional Adding a New Shipper - Optional Adding a New Recipient - Optional Ambiguous City - Optional Chapter 4: Payment Payment Types Cash Charge Chq Complimentary Gift Certificate/Hound Bucks Greyhound Express, i

4 Credit/Debit Card - Swipe Method Credit/Debit Refund Release the PIN pad Credit Card - Offline Method Warrant Multiple Payment Transactions Chapter 5: In-Bound Manifest Shipment Status Indicators Chapter 6: Reprints Chapter 7: Check-In & Inventory Manual Check-In Checking Inventory Locating Inventory Information Drop-down Lists Rack # Recipient Name Shipper Name Street Address City Chapter 8: Forward Void Forward Void Process Rules Supervisor Override Verify Forward Void - Optional Chapter 9: Confirm Departure Chapter 10: Notification Notification Procedure Sorting Waybills Carrier Code Waybill Number Recipient Name Telephone Number Status ii, Table of Contents

5 Notification Contact Status Notification Examples Contact Not Made Contact Made Second Contact Alternate Notification Rejected Notifications View Notifications Updating Notification Status Recipient Contacted Recipient Invalid Phone Number Customer Refused Re-Route Data Entry Required Multiple Payment Types - Optional Chapter 11: Counter Release Supervisor Override Required Chapter 12: Receive Correction Chapter 13: Payment Correction Credit/Debit Card Refund Rules for Credit/Debit Card Refund Rules For Making Payment Corrections: Payment Correction Process Chapter 14: Waybill Master Chapter 15: Courier Release Filter by Route or Rack Option Chapter 16: Proof of Delivery Record Proof of Delivery View Proof of Delivery - Optional Chapter 17: Rack Change Rack Change (Re-rack) Greyhound Express, iii

6 Chapter 18: Inventory View Shipment Details Chapter 19: Batch Processes Batch Process Menu Accessing Batch Data Entry Outgoing Prepaid Batch Data Entry Entering Shipper Data Entering Recipient Data Selecting the Product and Service Type Entering the Destination Station Entering the Package Information Outgoing Collect Batch Data Entry Incoming Prepaid Batch Data Entry Incoming Collect Batch Data Entry Chapter 20: Bags/Restricted Entering Oversize/Excess Bags Index:... I-1 iv, Table of Contents

7 Chapter 1 Introduction What does Greyhound EXPRESS provide? Greyhound EXPRESS is a Web based program that allows Greyhound employees and authorized Agents to create shipments and update the shipment status conveniently and easily from a PC. This new technology will allow us to add components and processes that will benefit our customers and business. Key introductory benefits of this version include enhanced package visibility and an automated inventory and notification system. EXPRESS also provides many additional features including Batch Entry and Reporting functions. Greyhound Express, 1-1

8 1-2, Introduction Greyhound Lines, Inc.

9 Chapter 2 Log In Before logging into EXPRESS, you must first log into TRIPS (Ticketing and Reservation Information Processing System). This allows you to retrieve EXPRESS schedule information for your location and accept credit card payments in EXPRESS using a shared PIN Pad device. Log into TRIPS To log into TRIPS: 1. Double-click the TRIPS icon on the Desktop and the TRIPS Signon screen appears. 2. At the TRIPS Signon screen, type the Terminal ID in the Terminal I.D. field. Press ENTER. 3. Type the four-digit Agency Number in the Agency I.D. field. Press ENTER. Greyhound EXPRESS, 2-1

10 4. Type your four-digit Agent ID Number in the Agent I.D. field. The cursor automatically moves to the next field. Note: Do not press Enter. 5. Type your password in the Password field. Press F1. The General Bulletin screen appears. 6. Press F1 and the Origin/Destination Trip Summary screen appears. 7. Click the Minimize button on the TRIPS screen. 2-2, Log In

11 This minimizes the TRIPS session to the Task Bar at the bottom of the screen until it is needed for Credit/Debit Card transactions within EXPRESS. Click here. TRIPS minimized to the Task Bar Greyhound EXPRESS, 2-3

12 Log into EXPRESS Open the Greyhound EXPRESS POS Screen. To open the Greyhound EXPRESS POS login screen: 1. Double-click the Internet Explorer icon on your Desktop. Double-click the Internet Explorer. 2-4, Log In

13 Note: To create an EXPRESS shortcut on your Desktop, see Create an EXPRESS Shortcut later in this chapter. 2. Type in the address line of your internet browser, then press ENTER. Type the address here. The EXPRESS Login screen appears. 3. TAB to each of the following fields and type your: Note: The Password must be 6 to 8 characters in length and must contain at least 1 number (Alpha-numeric). Terminal I.D. (cursor defaults to this field) Agency I.D. Agent I.D Password (must be the same as your TRIPS password) Login information entered here. 4. Click Logon. Greyhound EXPRESS, 2-5

14 The EXPRESS Main Menu screen appears. 2-6, Log In

15 Accessing EXPRESS Applications To open any part of the application, click on its link from the EXPRESS Main Menu. The remaining chapters in this EXPRESS User Guide detail each section. Create an EXPRESS Shortcut Creating an EXPRESS shortcut icon on your Desktop eliminates the need to type the URL address each time you open EXPRESS. The shortcut needs to be created once and remains on your Desktop. To create an EXPRESS shortcut: 1. Double-click the Internet Explorer icon on your Desktop. Greyhound EXPRESS, 2-7

16 Note: Your PC may also have the Internet Explorer icon in the tool bar located at the bottom of the screen. Double-click Internet Explorer icon here. Internet Explorer icon on the tool bar. 2. Type in the Address line. Type address here. 2-8, Log In

17 3. To reduce the size of the browser screen, click the Restore Down button located at the top right of the screen. Click here. 4. Click and hold down the left mouse button on the browser s Title Bar and drag it down to reveal a portion of the Desktop behind it. Release the mouse button when the Desktop is revealed. Click here and drag the window down. Desktop revealed here. Greyhound EXPRESS, 2-9

18 5. Click and hold down the left mouse button on the blank (white) area at the left of the address (URL), then drag the cursor to an open area on the Desktop. Release the mouse button when the icon appears on the Desktop. Click and hold here. 6. Click Close on the browser s window located at the top right of the screen. Click here. 2-10, Log In

19 7. Right click on the new shortcut created in Step 5. Select Rename from the list. Right click here. Select Rename here. 8. Type EXPRESS over the highlighted text as shown below, then move the cursor to an open area next to the icon and click the left mouse button. Existing highlighted text. EXPRESS appears. Click your mouse left button here. Greyhound EXPRESS, 2-11

20 9. To access EXPRESS going forward, double-click EXPRESS on your Desktop. To move your shortcut icon to a different position, left click the icon and while holding the button down, drag the icon to the desired location Release the mouse button. New EXPRESS shortcut This completes the process to create the EXPRESS shortcut. 2-12, Log In

21 Chapter 3 Create Shipment Navigation Tabs and Links Create Shipment includes color coded Navigation Tabs (links) at the top of the screen. The navigation tabs allow you to move forward or backward through the Create Shipment process, after a section (window) has been completed, without losing any information previously entered. When creating a shipment, you must follow a specific sequence of steps. Each navigation tab is activated after the previous section is completed. When a section is complete, you can click on its navigation tab, at any time, to go back to that section without losing any information entered in the other sections. For example, after completing the Shipment Details section, the customer needs to change the Recipient information. Click the Recipient tab and change the information. Then, click the Shipment Details tab and the information previously entered at the Shipment Detail section remains. The navigation tabs are colored coded. Blue Tab - Information in that section (window) is complete. Red Tab - Current section (window) is active. Gray Tab - The section is incomplete and its link is inactive. Colored Navigation Tabs Greyhound EXPRESS, 3-1

22 Create a Shipment To create a shipment: 1. At the EXPRESS Main Menu, click the Create Shipment link. The Shipper screen appears. Retrieve an Account (Shipper) To enter a Shipper: Note: If you know a Shipper doesn t exist, refer to the Add New Shipper section in this chapter. 1. At the Create Shipment - Shipper Information screen, pick one or more of the following fields and type the necessary information. Account Number Account Name Phone Number 3-2, Create Shipment

23 Account # field. Phone # fields. Account Name field. Note: If the customer doesn t know the Account #, Name, or Phone Number, type a portion in one of the search fields. When the system searches the database it looks for all accounts that match the search criteria entered. 2. Click Search Existing Shippers. Click to search for the Shipper. The system shows it is searching. Scearch progress bar. All accounts matching your search criteria appear under the Name column. In this example, all the account names beginning with the letters a&a are displayed. Greyhound EXPRESS, 3-3

24 Note: Notice the first account is automatically selected. Note: Depending on the search criteria, the list of accounts may be long. In this event, use the window s vertical scroll bar to move up and down through the list of accounts. First item auto-selected. Account Name list appears here. Searched by Name (a&a) Note: If you can t locate the desired account in this list, see the Add New Shipper section later in this chapter. Note: If you want a different shipper from the one automatically selected, click the radio button of the appropriate account. Note: To review or modify the shipper information for this shipment, see View or Modify Shipper Information later in this chapter. 3. Click Next at the bottom of the Shipper window. The Recipient Information screen appears. Recipient tab highlighted. 3-4, Create Shipment

25 Recipient Information To locate an existing Recipient: Note: To add a new recipient see Add New Recipient in this chapter. 1. At the Recipient screen, type or select one or all of the following search criteria. Station Location Select State or Province (at the drop down list) Phone Number Recipient Search window Recipient State/Province drop-down list. 2. Click Search Existing Recipients. Click here. Depending on the search criteria, the Recipient or list of Recipients appear. The list that appears is of recipients that the shipper has sent shipments (packages) to. Greyhound EXPRESS, 3-5

26 In this example, the search was done by the State/Province option and Alberta was chosen. The Recipient Information list appears. The first listed recipient is selected by the system. Note: If the selected recipient is not your choice, click the radio button next to your choice. Note: If there is no Account name for the recipient, refer to the Add New Recipient section later in this chapter. 3. Click Next at the bottom of the Recipient window. Throughout this User Guide, every field marked by an asterisk (*) is required and must be completed. Click here. The Shipment and Package Details screen appears. Note: Depending on the destination s Postal Code, an option may appear, as shown below, to select an alternate 3-6, Create Shipment

27 destination. Refer to the Alternate Destination section later in this chapter. If no alternate destination(s) exist, this tab is skipped. Destination screen displayed with alternate destinations available. Greyhound EXPRESS, 3-7

28 Shipment Details At the Shipment Detail screen, enter the following package information. Contents Package Type Declared Value COD Collect Service Type Discount Code In the Package Information section, the package weight is entered. Pounds - do not use kilograms Oversized - check if oversized Scale Weight - from scale Shipment Information To enter shipment information: 1. Click the Contents field and type a description of the contents. Type a contents description here. 3-8, Create Shipment

29 Note: Some Package Types may only apply to the U.S. 2. Click the Package Type down arrow and select the appropriate package type from the list. Click here. Select a package type here. 3. TAB to the Declared Value field and type the declared value of the package. Type the declared value amount here. Greyhound EXPRESS, 3-9

30 Note: If the Declared Value is $1,000 to $10,000, the customer must get authorization from the National Customer Service office. The National Customer Service office assigns an authorization number that must be entered in EXPRESS when prompted ) Declared Value amount of $1,000 (up to $10,000). 2) Authorization prompt window appears. 3) Enter the authorization code provided by the National Customer Service office. 4) Click OK to continue with creating the shipment. COD/Collect COD COD stands for Collect On Delivery and is used when the recipient is to pay for the purchase of the item(s) being shipped plus the shipping charges when the shipment is released. Greyhound then returns the amount paid (purchase price) for the item to the Shipper and retains the amount of the shipment cost. The maximum amount for COD shipments is $2, For a COD shipment, click the COD check box. 3-10, Create Shipment

31 2. Click the COD field and type the COD amount in the field. Click COD here. Type COD amount here. Notice that Collect is selected. Note: When you select COD, Collect is automatically selected. Collect Collect shipments are used when the recipient is required to pay for only the cost of shipping before the shipment can be released. Greyhound retains the cost of the shipment paid by the recipient. 1. Click the Collect check box. Click Collect here. Greyhound EXPRESS, 3-11

32 Service Type The Service Type refers to the origination and destination location types. Note: The service types available for COD are restricted to only two: Station to Station Door to Station Note: Collect shipments may be of any standard Service Type. Depending on the origin and destination locations, there may be multiple Service Types available. To select the Service Type: 1. Click the Service Type down arrow and select a service type from the list. Click here for drop-down list. Select the Service Type from this list. 3-12, Create Shipment

33 Note: Depending on the Service Type selected, additional service type fields may appear, as shown below. Other Service Type options appear here. Note: If Service Type with Door destination is selected, the COD check box is no longer available. The COD box is gray (not available). Note: When COD is selected before Service Type, the Service Type list does not contain Station to Door or Door to Door options. COD was selected before Service Type. Door destinations are not available. Greyhound EXPRESS, 3-13

34 Discount If a Discount Code applies to the shipment, click the Discount Code down-arrow and select the appropriate Discount Code from the list. Click the down arrow here. Select from the list here. Note: If the shipment is Collect, a discount is not available. The Discount Code field is gray (not available). 3-14, Create Shipment

35 Package Information 1. Click the appropriate radio button for the shipment s weight units. Note: Default measurement is pounds (lbs). Do not select kg. 2. If the package exceeds maximum dimensions, click the Oversized check box. Click here if oversized. 3. Place the package on the scale. Greyhound EXPRESS, 3-15

36 Note: If the Electronic Scale is not connected to the PC or is not working for any reason, call the ITSC Help Desk to have it serviced. The scale automatically records the package weight in the Scale Weight field and the Tariff Weight is automatically rounded up to the next pound and displayed. Tariff weight (rounded up) appears here. Scale weight automatically appears here or, appears here when manually typed. Note: If the Electronic Scale is not working, use a manual scale to weigh the package, then manually type the package weight in the Scale Weight field. 3-16, Create Shipment

37 Adding Additional Packages - Optional 1. If additional packages need to be added to the shipment, click add and a new package line appears, then repeat Steps 9 and 10. If no additional packages need to be added, skip to Step 12. Click add here. New package line appears here. 2. To remove a package, click Remove. Additional package added to the shipment. Click here to remove a package. Totals appear here. Greyhound EXPRESS, 3-17

38 3. Click Next. Click here. The Schedule screen appears. NBO and Quick Lane are priority shipmentsl Note: If NBO or Quick Lane are not selected, schedules will not be displayed. Schedules appear when NBO or Quick Lane are selected. 3-18, Create Shipment

39 Product Option and Schedule To select a Product Option and a Schedule: 1. At the Product and Schedule Options screen, click the Select a Product Option drop-down menu. Click the arrow for the drop-down menu. The Select a Product Option drop-down menu appears. 2. At the Select a Product Option drop-down menu, select a Product Type. Select a Product Option here. Note: If NBO or Quick Lane product types are not selected, schedules do not appear. No schedules are displayed. If you select a Product Option that is NBO or Quick Lane, the available schedules appear. Greyhound EXPRESS, 3-19

40 3. If you select a product that is NBO or Quick Lane, click the radio button of the desired schedule. Click the radio button of the schedule you desire. Note: Service Type menus for DocuLetter and DocuPak show limited Service Type options. DocuLetter selected. Service Type options are limited. 4. Click Next to move to the Payment tab. The Payment Tab screen appears. 3-20, Create Shipment

41 Refer to Chapter 4, Payment. Greyhound EXPRESS, 3-21

42 Alternate Destination When creating a shipment, the system automatically chooses the closest station based on the Postal Code entered. During the Create Shipment process, the Destination tab is bypassed. However, clicking the Destination tab may allow for selection of an optional (closer) destination. There may be more than one alternate destination station choice for the shipment. Each option indicates distance in miles from your location. To view alternate destination stations: 1. Click the Destination tab near the top of the screen. Click here. The Destination screen appears with a list of alternate destinations. Note: In some cases there are no alternate destination locations displayed. Note: The system always selects the first item on a list. 2. Click the appropriate Station City/Prov. radio button. 3-22, Create Shipment

43 Search Alternate Destination - Optional To search for a different Station, type a different Postal Code. To locate an Alternate Destination: 3. Type the Alternate Destination Postal Code in the Postal Code field. Type Alternate Destination Postal Code here. 4. Click Search. Click here. If alternate destinations are available they appear under the Station City/Prov area of the screen. Alternate locations appear here. Mileages indicated here. Greyhound EXPRESS, 3-23

44 5. To change the destination location, click the radio button next to the station. Click radio button here. 6. Click Next on the Destination screen. Click here. Note: Depending on where you are in the Create a Shipment process, you can click the appropriate navigation tab and move to that section of the process. The Shipment Detail screen appears. 3-24, Create Shipment

45 View/Modify Shipper Information - Optional To view or modify the shipper information: 1. At the Shipper Search screen, click the appropriate account name link. Click here. Note: Clicking Cancel returns to the Shipper Search window. The Shipper Information Detail screen appears. 2. TAB to the field to be changed and type the correct information. Shipper fields Greyhound EXPRESS, 3-25

46 3. Click Next. Click here. The Recipient screen appears. Note: See the Recipient Information section in this chapter to complete the Recipient Information screen. 3-26, Create Shipment

47 View/Modify Recipient Information - Optional To view or modify the Recipient Information: 1. At the Recipient Search screen, click the appropriate account name link. Click here. The Recipient screen appears. 2. TAB to the field to be changed and type the correct information. Greyhound EXPRESS, 3-27

48 Note: Clicking Cancel returns to the Recipient Search screen. 3. Click Next in the Recipient Detail screen. Click here. The Shipment Details screen appears next. Note: See the Shipment Details section in this chapter to complete the Shipment Details screen. 3-28, Create Shipment

49 Adding a New Shipper - Optional 1. At the Shipper screen, click Add New Shipper. Click here. Click Add New Shipper (Alt+a) The Shipper Information screen appears. 2. Click the Name field and type the Name of the shipper. Type the Shipper Name here. 3. TAB to the Address field and type the Address. Type the address here. Greyhound EXPRESS, 3-29

50 4. TAB to the City field and type the City name. Type the City name here. 5. Click the down arrow on the Province field and select the appropriate Province/State. Click here. Select the Province or State here. 6. TAB to the Postal Code field and type the Postal Code. 3-30, Create Shipment

51 Note: EXPRESS must have a Shipper and Recipient Postal Code entered to calculate and complete the shipment. Note: If the Postal Code field is left blank, EXPRESS automatically populates the field with your location s Postal Code (based on your login) when the Next button is clicked. Type the Postal Code here. Postal Code left blank. 7. TAB to the Phone Number field and type the Shipper s Phone Number. Type shipper s phone number here. Greyhound EXPRESS, 3-31

52 8. Click Next. Click here. The Recipient Search screen appears. Note: To continue with the shipment, refer to the Recipient Information section in this chapter. Adding a New Recipient - Optional To add a new recipient: 1. At the Recipient screen, click Add New Recipient. Click here. 3-32, Create Shipment

53 The Recipient Information screen appears. 2. Click the Name field and type the Recipient s Name. Type the recipient name here. 3. TAB to the Address field and type the Recipient s Address. Type the address here. 4. TAB to the City field and type the City name. Note: If you do not know the exact spelling or need to look for other locations near a specific destination, see the Ambiguous City section in this chapter. Greyhound EXPRESS, 3-33

54 Note: If you know the exact spelling or do not need to view other nearby locations, skip to Step 11 in this section. Type the City name here. Ambiguous City - Optional If you re not sure of the exact spelling of a city name, or would like to see if there are other locations near the destination city, type a few letters of the city name. EXPRESS can search its database for a specific Province or State and display a list of additional cites or locations. To locate a city name: 1. Type a few letters of the city s name in the City field, then press TAB. Note: In the example shown below Edm is entered for Edmonton. Letters entered here. 3-34, Create Shipment

55 2. Click the Province down arrow and select the appropriate Province/State from the list. Click here. Select the Province/State. 3. TAB to the Phone Number field and type the recipient s phone number. Type the phone number here. 4. Click Next and the Ambiguous City error message appears at the top of the screen. Note: If there are additional cities near that location, a drop down arrow appears in the City field. Greyhound EXPRESS, 3-35

56 Note: If a drop-down arrow does not appear, there are either no other locations near the destination, no cities that match the letters entered in the City field, or no matches for the Province/State selected. 5. Click Next. Click here. Ambiguous City error message appears here. City drop down arrow appears here. 6. Click the City drop down arrow and select the appropriate city (location) from the list. 3-36, Create Shipment

57 Note: After selecting the City name (location), the Postal Code is automatically populated by EXPRESS for that location. Click here. Select location from the list. 7. Verify that the Postal Code is correct. Note: If it needs changed, highlight the Postal Code entered and type the correct code. Verify or change the Postal Code here. Note: EXPRESS must have a Shipper and Recipient Postal Code entered to calculate and complete the shipment.. Note: If the Postal Code field is left blank, EXPRESS populates the field with the closest location s Postal Code 21. Greyhound EXPRESS, 3-37

58 8. Click Next. Click here. Note: Depending on the Postal Code entered, the Alternate Destination screen may appear as shown below. If it does appear, click the appropriate radio button then click Next. Alternate Destination cities list. Click Next here. The Shipper Details screen appears. Note: To continue with the shipment, refer to the Shipment Information section in this chapter. 3-38, Create Shipment

59 Chapter 4 Payment There is a variety of payment methods and combinations of payment methods to pay for shipments. In this section, all payment options will be shown. The payment options are: Cash Charge Chq Complimentary Credit Card Debit Card Gift Certificate/Hound Bucks Offline Credit Card Warrant Payment Types Cash To accept payment using Cash: 1. At the Payment screen, click the Payment Type down arrow and select Cash from the list. Click here. Click Cash, here. Greyhound Express, 4-1

60 2. TAB to the Payment Amount field and type the amount the customer has tendered. Type the amount paid here. Note: Tab to the PO/Ref Number to update the Running Totals section. The amount in the Amt.Remaining field is change due the customer. 3. TAB to the PO/Ref Number field and any change due appears in the Running Totals within parentheses as Amt. Remaining. TAB here. Change due appears here. 4. Click Submit. Click here. A Change Due dialog box appears with the change due amount displayed. 4-2, Payment

61 5. Click OK after giving the customer their change. Change Due dialog box. Click OK here. The shipment coupons print and the EXPRESS Main Menu appears. This completes the payment using the Cash method. Greyhound Express, 4-3

62 Charge Note: If the Shipment is created with an existing Shipper s charge account, the Payment Type defaults to Charge. A customer must have an approved account with GCTC to ship using the account. If the account has gone non-credit (not active), the customer must pay by cash, credit card, or debit card for the shipment because the charge account is no longer valid. To accept a charge account payment: Note: A running total is displayed in the top left area of the window. 1. From the Payment screen, click the Payment Type down arrow. 2. Select Charge from the list. Click here. Select payment type here. The payment amount is automatically populated in the Payment Amount field. Payment Amount appears here. 3. If the customer requires a PO or Reference Number, TAB to the PO/Ref field and type the PO (Purchase Order) or Reference number the customer-provided. 4-4, Payment

63 If a PO/Ref Number is not required, skip to Step 4. Type number here. 4. To view the summary of charges for the shipment, click Charge Summary. Note: If you do not need to view the Charge Summary, skip to Step 6. Click here to view summary of charges. The Shipment and Charge Summary screen appears. Schedule info Fees Taxes Supplies Click here to return to the Payment screen. Greyhound Express, 4-5

64 5. Click Return to Payment. The Payment screen appears. Note: You must complete Step 6 on each shipment regardless of payment type. 6. Click Submit. The shipment coupons print on the BOCA (or Zebra) printer. A Printing Is Complete message appears, then the EXPRESS Main Menu appears. Click here. This message indicates that the shipment coupons have printed. Note: At the EXPRESS Main Menu, the waybill number is displayed at the bottom of the screen. 4-6, Payment

65 Chq Complimentary Complimentary payment type is used when a Customer has suffered a service failure and GCTC Customer Service personnel provided the customer with a coupon to be used on either a ticket or EXPRESS purchase. The dollar value (amount) is written on the coupon and the purchase must equal or exceed the value of the coupon. No cash will be returned to the customer if the value is less than the coupon value. To accept payment using Chq Complimentary: Note: The Payment Amount field is automatically populated by EXPRESS. 1. From the Payment screen, click the Payment Type down arrow and select Chq Complimentary from the list. Click here. Select Chq Complimentary from the list. 2. TAB to the PO/Ref Number field and type the reference number from the check. Type check number here. Greyhound Express, 4-7

66 3. Click Submit. Click here. The shipment coupons print and the EXPRESS Main Menu appears. This completes the payment using the Chq Complimentary method. 4-8, Payment

67 Gift Certificate/Hound Bucks Customers purchase Hound Bucks/Dog Bucks in $10.00 or $20.00 multiples as a gift to be used for a ticket or EXPRESS shipment at a later date. When the customer redeems these for a ticket or an EXPRESS shipment, the form of payment is Gift Certificate/Hound Bucks. To accept payment using a Gift Certificate or Hound Bucks: 1. From the Payment screen, click the Payment Type down arrow and select Gift Certificate/Hound Bucks from the list. Click here. Select Gift Certificate/ Hound Bucks from the list. Note: The Payment Amount field is automatically populated by EXPRESS. 2. If applicable, TAB to the PO/Ref Number field and type the reference number from the Gift Certificate. Type the certificate number here. Greyhound Express, 4-9

68 3. Click Submit. Click here. The shipment coupons print and the EXPRESS Main Menu appears. This completes the payment using the Gift Certificate/Hound Bucks method. 4-10, Payment

69 Credit/Debit Card - Swipe Method To accept a Credit or Debit Card for payment in EXPRESS, you must activate the Shared PIN pad in TRIPS. Note: If the PIN pad is not working, contact the ITS Help Desk to report the problem, then follow the Credit/Debit Card - Manual Entry steps in this section to complete the credit card payment method. Debit card payment cannot be made manually. Customers paying with a credit or debit card use the PIN pad to swipe the card and complete the transaction. The EXPRESS credit/debit card process is the same when used with the Counter Release, Manual Data Entry, and Payment Correction screens. Note: Canadian locations are required to ask for Photo ID on Credit and Debit card transactions. To accept payment using a Credit/Debit Card: 1. From the Payment screen, click the Payment Type down arrow and select the appropriate card type (Credit or Debit) from the list. Click here. Select Credit or Debit Card from the list. 2. TAB to the Payment Amount field and type the amount due. Greyhound Express, 4-11

70 The Payment Amount entered is the amount that appears in the Amt. Remaining field. Amt. Remaining displayed here. Type the Payment Amount here. 3. Click TRIPS on the task bar to maximize (open) it. Note: TRIPS was minimized to the Task Bar in Chapter 2 during the login process. Click TRIPS here. 4-12, Payment

71 4. Press F13 and the TRIPS Secondary Menu screen appears. 5. TAB to the CED Control field, then press F1. TAB here. Greyhound Express, 4-13

72 The Secure PIN Entry Device Control screen appears. 6. TAB to the Shared PIN pad field, then press F1. TAB here. The message Terminal is now locked until Share is Released remotely or times out is displayed at the bottom of the screen. Message appears here. 4-14, Payment

73 This means that the TRIPS session is locked so credit/debit card (bank) information can be received. The TRIPS session remains locked until the transaction is released within EXPRESS or it times out automatically. 7. Click the TRIPS Minimize button. Click here. This minimizes TRIPS back to the Task Bar. 8. Click Submit in the EXPRESS Payment screen. Click here. The PIN pad device displays a message requesting the customer to swipe the credit/debit card. A Swipe Card message appears here in English and French Greyhound Express, 4-15

74 9. Ask the customer to slide their card through the slot at the top of the PIN pad with magnetic strip down. If the charge is approved, the PIN pad displays Welcome/ Bonjour. If it is a Debit Card, the PIN pad prompts the customer for their PIN. The customer must press the Enter key on the PIN pad when done. After the charge is approved, EXPRESS completes the transaction and displays the Waybill number at the bottom of the EXPRESS Main Menu screen as shown below. Waybill number appears here. Note: If the Credit/Debit Card is declined, an error message is displayed in EXPRESS. 4-16, Payment

75 Credit/Debit Refund After paying with a credit or debit card, the customer decides to cancel the shipment. In this case, the Credit/Debit Refund is used. To refund a Credit/Debit card follow these steps: 1. At the EXPRESS Main Menu, click Credit/Debit Refund. The Waybill Search screen appears. 2. Enter the Waybill number. 3. Click Search. Click Search here. The Waybill payment information screen appears. 4. Click Submit. Click Submit here. The PIN pad is ready. 5. Swipe the card on the PIN pad. Greyhound Express, 4-17

76 The PIN pad device displays a message requesting the customer to swipe the credit/debit card. A Swipe Card message appears here in English and French The refund is processed and the Waybill is voided. This completes the Credit/Debit Refund process. Note: Don t forget to release the PIN pad. 4-18, Payment

77 Release the PIN pad To release the PIN pad: Note: Until the PIN pad is released, the TRIPS session (terminal) is locked and cannot perform any other functions, i.e. selling passenger tickets. 1. At the EXPRESS Main Menu screen, click RELEASE PINPAD. Click here. Note: To log out of TRIPS at any time (end of shift, end of day, etc.), the PIN pad must be released or an error message appears on the TRIPS screen. The PIN pad is released and TRIPS session is unlocked. A message at the bottom of the TRIPS screen indicates the PIN pad has been released. Note: If your location is only an EXPRESS location (not selling passenger tickets), leave the TRIPS Secure PIN Entry Device Control screen minimized until the next EXPRESS Credit/Debit Card transaction is required. Note: If your location is a TRIPS/EXPRESS location, you must click TRIPS on the Task Bar to maximize it, then press F16 until the Origin/Destination Trip Summary screen appears to sell passenger tickets. Greyhound Express, 4-19

78 Credit Card - Offline Method A debit card cannot be accepted offline. The PIN must be entered to authorize the debit payment. To accept a credit card offline: 1. From the Payment screen, click the Payment Type down arrow and select Offline Credit Card from the list. Click here. Select Offline Credit Card from the list. The Credit Card Information fields appear. Card information fields appear here. 4-20, Payment

79 2. TAB to the Payment Amount field and type the Amt. Remaining amount in this field. Amt. Remaining amount here. Type Payment Amount here. Note: When TAB is pressed or another field is clicked, the Amt. Remaining field changes to zero ($0.00) and the Total Payments field displays the amount typed in Step 2. TAB here. Total Payments now displays Payment Amount. Greyhound Express, 4-21

80 3. Click the Card Type down arrow and select the appropriate Card Type from the list. Click here. Select the card type from the list. 4. TAB to the Card # field and type the credit card number. 5. TAB to the Exp. Date(yymm) field and type the credit card s expiration date using the year and month (yymm) format. Type the card number here. Type the Expiration Date here. Type the Authorization Number here. 6. Swipe the Credit Card through the external card reader. Type the authorization number displayed on the card reader in the Authorization # field. 4-22, Payment

81 Click Submit. Click here. The EXPRESS Main Menu appears with the Waybill number displayed at the bottom of the screen. Waybill number appears here. Greyhound Express, 4-23

82 Warrant Warrants are like purchase orders issued by the government. For example, if a family is moving from one location to another and the government is paying for the move, household goods will be shipped as freight with a purchase order/warrant as a form of payment. The purchase order/warrant is then invoiced by the shipper. To accept payment using a Warrant: 1. From the Payment screen, click the Payment Type down arrow and select Warrant from the list. Click here. Select Warrant from the list. Note: The Payment Amount field is automatically populated by EXPRESS. 2. TAB to the PO/Ref Number field and type the reference number from the Warrant document. Type the Warrant reference number here. 4-24, Payment

83 3. Click Submit. Click here. The shipment coupons print and the EXPRESS Main Menu appears. This completes the payment using the Warrant method. Greyhound Express, 4-25

84 Multiple Payment Transactions Multiple payment transactions are supported in EXPRESS. Multiple payments allow customers to pay a portion of the amount due using one form of payment (credit card for example) and the remaining portion using another form of payment (cash for example). Important Rule: When processing a multiple payment transaction and one form of payment is a credit card, the credit card must be the second form of payment in the list. If the credit card is the first form of payment, the transaction will fail. To accept multiple forms of payment: 1. From the Payment Type screen click the Payment Type down arrow, then select the first method of payment, cash, from the list Note: In this example, cash and credit card are used to show multiple forms of payment. Click here. Payment Type selected 4-26, Payment

85 2. Click Add and a new blank Payment Type line appears. Click here. New Payment Type line appears here. Note: If you need to remove a payment line, click Delete. 3. Click the Payment Type down-arrow on the second payment line. Then select the appropriate payment type, Credit Card, from the list. Click here. Select Payment Type here. Greyhound Express, 4-27

86 4. TAB to the Payment Amount field and type the amount. TAB here and type amount. Note: If there are additional Payment Types to be used, repeat Steps Press TAB. The Running Totals are updated. In this example the Cash and Credit Card Amounts equal the Running Total amount. Note: If the totals do not match, the Amt. Remaining field displays any additional amount due. Totals here match the original Amt. Remaining Total Payments equal the Cash & Credit Card amounts in this example. 4-28, Payment

87 6. Click Submit. Click here. Note: If a Credit/Debit Card is being used as a method of payment, the Shared PIN pad device must be activated in TRIPS to complete the transaction. If it is not activated, EXPRESS displays an error at the top of the screen as shown below. Refer to the Credit/Debit Card - Swipe Method section earlier in this chapter for activation instructions. PIN pad error message displayed here. 7. A Change Due dialog box appears. Note: If change is due, give the customer their change, then click OK. Greyhound Express, 4-29

88 Note: If no change is due, click OK. Dialog box. Click here. The EXPRESS Main Menu appears with the Waybill number appearing at the bottom of the screen. This completes the multiple payment transaction. 4-30, Payment

89 Chapter 5 In-Bound Manifest The In-Bound Manifest screen is used to view EXPRESS shipments that are in-bound to your location. View in-bound shipments by selecting a date, time of day, and a period of time (hours) to look ahead. To view in-bound shipments: 1. At the EXPRESS Main Menu, click In-bound Manifest on the menu. Click here. The In-bound Manifest search screen appears. Greyhound EXPRESS, 5-1

90 2. Click in the Date field and type the date you want to view. Note: Type the date format as follows: mm/dd/yyyy. For example, August 29, 2006 is typed 08/29/2006. Type date here. 3. TAB to the Time field and type the beginning search time of day in the Time field. Note: Type the time format as follows: hh:mm. The 24 hour military format is used. For example, 2:00PM is typed 14:00. Type the time here. 4. TAB to the Time + Hours field and type how many hours ahead you want to look, past the time entered in Step 3. Note: For example, if you wanted to look ahead 8 hours from 14:00P, type 8. Type the look ahead time here. 5-2, In-Bound Manifest

91 Note: Click the Main Menu button to return to the EXPRESS Main Menu screen. 5. Click Submit. Click here to search. Note: Skip to Step 6 to view the Shipment Details. EXPRESS shipments arriving during the period selected appear on the screen. Note: The information that appears is a brief summary of departure and arrival times, schedule numbers, number of pieces, etc. Note: Shipment Status Indicators used on this screen allow you view the status of the shipment. Search results. Greyhound EXPRESS, 5-3

92 Shipment Status Indicators The letter T indicates that the shipment is to be Transferred at your location. The letter D indicates that the shipment s final Destination is your location Confirmation Status Legend 1 - C = Confirmation Status column. 2 - Y = Indicates that the shipment has been confirmed by the originating location through the Confirm Departure screen. 3 - * (asterisk) = Indicates a confirmed (outbound) departure, but on a different schedule. 4 - Blank (no character) = Indicates the shipment shown to be on the schedule, but without a confirmed departure indication. 6. Click a shipment link to view shipment details. Click a link in the shipment line. 5-4, In-Bound Manifest

93 The Waybill Master screen appears for the shipment selected. 7. Click any of the links in the Waybill Master screen to view details for that part of the shipment. Note: There are several detail screens that can be accessed from Waybill Master screen. The different Waybill Master detail screens are reviewed later in this User Guide. In the example below, Shipment Info was selected. Shipment Info clicked here. The details appear here. Shipment Info details. Note: Clicking a different link on the Waybill Master screen opens the details for that part of the shipment. Greyhound EXPRESS, 5-5

94 In this example, Confirm Departure was clicked to view the details. Confirm Departure clicked. Details appear here. 8. Click Main Page to return to the Waybill Master screen. Note: The Main Page button appears on every detail screen. Click here. 9. Click Main Menu to return to the EXPRESS Main Menu. Click here. This completes the steps to view in-bound shipments. 5-6, In-Bound Manifest

95 Chapter 6 Reprints The EXPRESS POS - Document Reprint screen allows you to reprint specific shipping documents. You must have supervisor authorization to re-print Forward and Release documents. Reprinting the Courier Manifest does not require supervisor authorization. To re-print a document: Note: Reprinting these documents does not affect the cash drawer. 1. At the EXPRESS Main Menu, click Re-prints. Click here. The POS - Document Reprint screen appears. 2. Click the field for the type of document that you want reprinted. Forward Documents Release Documents Courier Documents Greyhound EXPRESS, 6-1

96 Click one of these fields. Note: For Supervisor Override information, see Step Scan the waybill bar code or manually type the Waybill Number in the field. The waybill number appears in the desired field. Note: When typing the waybill number, you must press TAB or click the Waybill Number field to type the Waybill number. Carrier code appears here (2 to 3 digits). Waybill number appears here (maximum of 11 digits). Note: Supervisor authorization is not needed for reprinting Courier documents. 4. Complete the Supervisor Override (for supervisors only): Click the Agency field and type the supervisor s agency number. Click the Agent field and type the supervisor s agent number. Click the Password field and type the supervisor s password. 6-2, Reprints

97 Note: To clear all document fields, click the Reset button. To return to the EXPRESS Main Menu, click Return to Main Menu. Type in Supervisor Override information here. 5. Click Print next to the document. Click Print here. The requested documents are printed on your coupon printer. Greyhound EXPRESS, 6-3

98 The EXPRESS Main Menu appears and the re-printed waybill number is displayed at the bottom of the screen. The Waybill number is displayed This completes the Reprint process. 6-4, Reprints

99 Chapter 7 Check-In & Inventory The EXPRESS Check-In screen is used to check in (receive) packages (shipments) into your location s inventory. Manual Check-In To manually check-in packages 1. At the EXPRESS Main Menu, click Check-In. The Package Check In screen appears. Greyhound EXPRESS, 7-1

100 2. At the Package Check In screen, type the rack number where the shipment (or package) will be placed. 3. Type the number of pieces placed in that rack. Note: Enter only the actual number of items received and not what appears on the waybill. 4. Type the Carrier Code in the Carrier field. For example GLC (Greyhound Lines Canada). 5. Type the Waybill number in the Waybill field. Type Rack number here. Type number of Pieces here. Type Carrier code here. Type Waybill number here. 6. Click Submit to add additional shipments into inventory. Click here. 7-2, Check-In & Inventory

101 This adds a new check-in line to add additional packages (shipments) into your inventory. The Rack number and number of Pieces carry over from the previous check-in line. Note: If the Rack number or number of Pieces are different, you must manually type the new rack number and/or the number pieces in the appropriate field. New rack number added. Number of pieces unchanged. Note: If additional shipments need to be checked in, repeat Steps 1-5 for each shipment. 7. Click Submit. This adds a new check-in line. 8. Click Submit again to enter the shipment into: Your location s Inventory, and The Notification section (see Chapter 10). The Package Check In fields are cleared. Greyhound EXPRESS, 7-3

102 9. To return to the EXPRESS Main Menu, click Quit. Click here to return to the Main Menu. This completes the Package Check-In process using the manual entry method. 7-4, Check-In & Inventory

103 Checking Inventory Use the Inventory screen to view the inventory currently on hand at your location. Also use it to generate and print inventory reports used to perform the daily shift and rack inventory check. Using the Inventory screen also verifies that the package (shipment) has been added to your location s inventory. To check your location s inventory: 1. At the EXPRESS Main Menu, click Inventory. The Inventory screen appears. Locating Inventory Information Locating inventory information quickly is necessary when responding to customer inquiries. EXPRESS has been designed to give you many ways to find the information you want. Drop-down Lists Across the top of the Inventory screen, there are five (5) fields with drop-down lists. They are: Greyhound EXPRESS, 7-5

104 Rack # Recipient Name Shipper Name Street Address City Rack # To locate information by rack number: 1. At the Inventory screen, click on the Rack # drop-down arrow. Click here. The Rack # drop-down list appears. 2. At the Rack # drop-down list, select an item to view. 7-6, Check-In & Inventory

105 Click on an item to view. All items in the rack you selected are displayed. Note: All drop-down fields function the same as this example. 3. At the filtered list of items in the rack number you selected, you may want to see additional information. Click the Recipient name to see the Waybill Master for the recipient of the item at this rack number. SH = Number of items shipped OH = Number of items On Hand Note: You have the option of printing a report or returning to the main menu at anytime you are on this screen. The Waybill Master screen for the selected recipient is displayed. Greyhound EXPRESS, 7-7

106 4. At the Waybill Master screen, you have many options for locating additional information about this shipment/ recipient. For additional information, click on any underlined item. Note: The Waybill Master is covered in more detail in Chapter 14 in this User Guide. 5. To return to the Main Menu, click Main Menu. Recipient Name To locate information by recipient name: 1. At the Inventory screen, click the Recipient Name dropdown arrow. Click here. The Recipient Name drop-down list appears. 2. At the Recipient Name drop-down list, select an item to view. 7-8, Check-In & Inventory

107 Click on an item to view. All waybills for the recipient you selected are displayed. 3. At the filtered list of items in the rack number you selected, you may want to see additional information. Click a Recipient name to see the Waybill Master for this recipient. Note: You have the option of printing a report or returning to the main menu at anytime you are on this screen. The Waybill Master screen for the selected recipient is displayed. Greyhound EXPRESS, 7-9

108 Shipper Name To locate information by shipper name: 1. At the Inventory screen, click on the Shipper Name dropdown arrow. Click here. The Shipper Name drop-down list appears. 2. At the Shipper Name drop-down list, select a shipper name to view. Click on a shipper to view A list of all items in inventory from the selected shipper appears. 3. At the filtered list of recipients for the selected shipper, you may want to see additional information Click a recipient name. 7-10, Check-In & Inventory

109 The Waybill Master for this recipient is displayed. You have the option of printing a report or returning to the Main Menu. Street Address The Street Address is for the Recipient. To locate information by recipient address: 1. At the Inventory screen, click on the Recipient Address drop-down arrow. Click here. The Shipper Name drop-down list appears. Greyhound EXPRESS, 7-11

110 2. At the Recipient Address drop-down list, select a shipper name to view. Click on an address to view A list of all items in inventory from the selected shipper. 3. At the filtered list of recipients for the selected shipper, you may want to see additional information. Click a shipment. Note: You also have the option of printing a report or returning to the Main Menu. 7-12, Check-In & Inventory

111 The Waybill Master for this shipment is displayed. City To locate information by city: 1. At the Inventory screen, click on the City drop-down arrow. Click here. The City drop-down list appears. 2. At the City drop-down list, select a city to view. Click on a city to view. A list of all items in inventory from the selected city. Greyhound EXPRESS, 7-13

112 3. At the filtered list of recipients for the selected shipper, you may want to see additional information. Click a recipient name. Note: You have the option of printing a report or returning to the Main Menu. The Waybill Master for this recipient is displayed. 7-14, Check-In & Inventory

113 Chapter 9 Confirm Departure After shipments have left your location, use the instructions in this chapter to confirm the shipment information within the EXPRESS system. If needed, any EXPRESS user can change the bus or schedule number, or the actual departure time in the Confirm Departure screen to make tracking a shipment more accurate. To confirm departure: 1. Click Confirm Departure on the EXPRESS Main Menu. The Confirm Departure window appears. 2. With the cursor in the Carrier Code field, type the waybill Number. Scan the Waybill number with the cursor Greyhound EXPRESS, 9-1

114 The Carrier Code and Waybill information appear and a new blank waybill line appears. Blank line appears here after each scan. Note: The cursor, after the scan, moves to the next blank Carrier Code field. 3. If there are additional shipments to confirm on the same schedule, move the cursor to the next blank line and scan the waybill bar code, again. Note: If there are no additional shipments to confirm, skip to Step 4 Next Waybill scanned here. Note: Continue to scan each waybill bar code that is placed on the schedule. 4. Click the Sched Carrier field and type the carrier code of the company the shipment was placed on. Note: Example: GLC (Greyhound Lines Canada) 5. TAB to the Sched field and type the schedule number the shipment was sent on. 6. TAB to the Bus # field and the type the bus number the shipment was placed on. 9-2, Confirm Departure

115 7. TAB to the Actual Depart time field and type the actual departure time in 24 hour format (hhmm). Type Carrier Code here. Type the schedule # here. Type the bus # here. Type the actual departure time here. 8. Click Submit to confirm each waybill number (shipment) placed on the schedule. Click here to confirm all shipments. The EXPRESS Main Menu appears. This completes the Confirm Departure procedures. Greyhound EXPRESS, 9-3

116 9-4, Confirm Departure Greyhound Lines, Inc.

117 Chapter 8 Forward Void Forward Void Process Forward Void (cancel) allows you to void a shipment. Rules Voids are applicable only to EXPRESS Shipments. Voids are not allowed after the close of a business day. To void a forward shipment: 1. At the EXPRESS Main Menu, click the Forward Void link. The Waybill to Void screen appears. Greyhound EXPRESS, 8-1

118 Note: The first blank field holds the carrier code, which can be 2 or 3 digits. The second blank field holds the waybill number (maximum of 11 digits). 2. Scan the waybill bar code. The carrier code and waybill number appear in the Scan the Waybill to Void fields. Supervisor Override The supervisor override information must be completed to void the shipment. To generate a Supervisor Override: 1. Type the Agency number in the Agency field. 2. TAB to the Agent field and type your Agent ID. 3. TAB to the Password field and type your Password. Agency # Agent # Password 8-2, Forward Void

119 4. Click Submit. Click here. The system returns to the EXPRESS Main Menu. This indicates that the shipment has been voided and completes the Forward Void procedure. Note: Optional - To verify the Forward Void, see the Verify Forward Void section on the next page. Verify Forward Void - Optional To verify the shipment is voided: 1. From the EXPRESS Main Menu, click Waybill Master. The Waybill Master window appears. Greyhound EXPRESS, 8-3

120 2. Type the waybill number. The Carrier code and waybill number appear in the Waybill Number field. Waybill number appears here. 3. To view the shipment details, click Search. Click Search here. The Waybill Master screen appears with the shipment details displayed. Shipment Void confirmed here. 8-4, Forward Void

121 4. For information on the shipment void status, click Shipment Void. Click here. The Current Status screen appears. Shipment Void appears. 5. Click Main Page. Click here. The Waybill Master screen appears. Greyhound EXPRESS, 8-5

122 6. To return to the Main Menu, click Main Menu. The EXPRESS Main Menu screen appears. This completes the process to verify the shipment was voided. 8-6, Forward Void

123 Chapter 10 Notification Notification Procedure When a package has been checked into inventory (Check-In), you must attempt to notify the recipient. Use the Notification link to make a record of this attempt and any subsequent attempts that are necessary to contact the customer. To enter notification status of a shipment: 1. At the Main Menu, click NOTIFICATION. The Notification List screen appears with the Notification List populated. Note: The data entered during the check-in process appear on the Notification List. Greyhound EXPRESS, 10-1

124 2. At the Notification List, sort the list so you can easily find the recipients you want to notify. Sorting Waybills Note: You can view any list in ascending or descending order by clicking on the heading of the column. You can sort the waybills by: Carrier Code Waybill Number Recipient Names Telephone Number Status We will examine each of these sort keys. 10-2, Notification

125 Carrier Code To sort the list by Carrier Code: 1. Click the CCode down arrow. Click here. The CCode drop-down list appears. 2. Click the carrier whose shipments in inventory you want to see. Click one of the listed options. The drop-down list closes, the selected option appears in the CCode field, and the list of waybills for all inventory shipments that arrived on the selected carrier are displayed. Waybill Number To select a waybill by waybill number: 1. Click the down-arrow on the Waybill Number field. Click here. The Waybill Number list appears. Greyhound EXPRESS, 10-3

126 2. Select a Waybill Number from the displayed list. Click a Waybill number from the list. The selected Waybill Number appears in the Waybill Number field, and only the selected waybill information is displayed on the notification list. Recipient Name To select a waybill(s) by recipient name: 1. Click the down-arrow on the Recipient Name field. Click here. The Recipient Name drop-down list appears. 2. Select a recipient from the Recipient Name drop-down list. Click a recipient from the list. The drop-down list closes, the recipient name appears in the Recipient Name field, and the waybills for this recipient s shipments in inventory appear. 10-4, Notification

127 Telephone Number To select a waybill(s) by recipient telephone number: 1. Click the down-arrow in the Telephone Number field. Click here. The telephone number list appears. 2. Select a Recipient from the Telephone Number drop-down list Click a telephone number here. The Telephone Number list closes, the selected telephone number is displayed in the Telephone Number field, and all waybills for the recipient with this telephone number are displayed. Status To select a waybill(s) by status: 1. Click the down-arrow in the Status field. Click here. Greyhound EXPRESS, 10-5

128 The Status drop-down list appears. 2. Select a status from the Status drop-down list.. Click a status here. The Status drop-down list closes, the selected status is displayed, and all waybills with the selected status are displayed. 10-6, Notification

129 Notification You must notify all recipients that a shipment has been received. When you have made the notification telephone call, enter a status for the waybill(s) that you notified the recipient to pick up. The EXPRESS system keeps all unclaimed waybills on the notification list until a final disposition of the waybills is made. If there is not enough information for you to make a notification, you should: Contact the originating location for additional information on the recipient Contact the shipper for information on the recipient Return the shipment to the shipper Contact Status When you have attempted to contact a recipient, you must select a contact status that describes your notification attempt. Use the following table to determine which Contact Status to select: What Happened You reached the recipient who agreed to pick up the package You left a message on the recipient s answering machine You could not reach the recipient or leave a message You reached the recipient, but he or she refused the shipment You reached the recipient, but he or she requested that the shipment be rerouted to another location Contact Status Successful Notification Recipient Answering Machine Recipient Invalid Phone Number Customer Refused Re-route Greyhound EXPRESS, 10-7

130 Notification Examples When a shipment is checked into your inventory (Chapter 7), it is automatically placed on the Notification List in the Notification tab and it s status is displayed as Notify Recipient. The shipment maintains this status until you (or another agent) change it based upon what happens when you try to contact the recipient. The examples that follow illustrate how EXPRESS updates the status and how you should follow up in each case. Contact Not Made If contact is attempted but not made: 1. Click the waybill number of the shipment for the recipient you want to contact. 2. Attempt to contact the recipient. If no contact is made, including no answering machine, the shipment status remains as Notify Recipient. Shipment status is displayed here. Contact Made If contact is made with the recipient: 1. Click the waybill number of the shipment for the recipient you want to contact. 2. Attempt to contact the recipient. Contact is made with the customer personally or by the customer s answering machine. 10-8, Notification

131 3. Update the Contact Name, Remarks, Contact Status, and Scheduled Pickup Date. Type the Contact Name and Remarks here. Click here to save the updated Notification status. Select the appropriate Contact Status, here. 4. Click Save. The shipment is moved from the Notification section to the Alternate Notification section and the Status is updated to Notification Attempted. The shipment remains in this section and maintains this status for 48 hours. Status updated to Notification Attempted. Note: If the shipment is not picked up within 48 hours, the shipment returns to the Notification section and the Status remains Notification Attempted until another notification attempt is made. Greyhound EXPRESS, 10-9

132 Second Contact If a second contact is required: If contact is made on the next attempt, the shipment returns to the Alternate Notification section, but the status is updated to Second Notification Attempted. Second Notification Attempted status appears here. The Second Notification Attempted status remains for any additional notification attempts. Alternate Notification The Alternate Notification section can be thought of as a temporary placement queue. Once a successful notification is made, the shipment is placed in this section and remains in this section until: 1) the shipment is released (picked up), or 2) the initial time period to pick up the shipment has expired and another notification must be made. It is also used to update the contact status if a customer calls to change the pick up date, or want the shipment delivered. Rejected Notifications Rejected Notifications are used when there is no way to notify the recipient. An example would be if the customer gives you an invalid phone number , Notification

133 1. You click a Waybill Number on the Notification screen. Click the appropriate Waybill Number link. Status is Notify Recipient. The Notification Update screen appears. 2. Type remarks in the Remarks field. Type remarks here. Note: In this case, Recipient Invalid Phone Number is selected as the Contact Status. 3. Click Save. Select Recipient Invalid Phone Number from the Contact Status list. Click Save here. Greyhound EXPRESS, 10-11

134 If the notificatiion to both the receiver and the shipper fails, the shipment is moved to the Rejected Notification status. The shipment remains in the Rejected Notification section until the next notification instance. Click the Rejected Notification tab here. Status is updated to Failed Notification , Notification

135 View Notifications To update the notification screen: 1. At the EXPRESS Main Menu screen, click the Notification link. Note: The Alternate Notification and Rejected Notifications tabs will be covered later in this chapter. The Notification screen appears as shown in this example. Greyhound EXPRESS, 10-13

136 Notification Status Status Data Entry Requested Notify Recipient Notification Attempted Second Notification Attempted Recipient Notified Notify Shipper Definition Indicates a Manual Waybill was checked in, but requires shipment data entry prior to notification and release. The package has been checked in successfully and the recipient needs to be notified for the first time. A successful notification has been made and may include a message left on an answering machine. A second successful contact has been made 48 hours after the first contact was made The recipient has been notified on time, but has not responded. A second notification must be sent to the recipient. The recipient has not responded after the required attempts or customer refused the shipment. Shipper notification is now required , Notification

137 Updating Notification Status Recipient Contacted After you ve successfully notified the recipient their shipment has arrived, update the Notification Status. The following steps assume the recipient was reached and they agreed to pickup the shipment, or a message was left on the recipient s answering machine. To update the status after a successful contact: 1. At the Notifcation List screen, click the appropriate Waybill number link. Click the Waybill link here. The Notification Edit screen appears. 2. Type the first and last name of the person contacted.. Greyhound EXPRESS, 10-15

138 Note: If you left a message on the recipient s answering machine, leave the Contact Name fields blank. Note: When typing remarks, be specific. This is helpful when the remarks are reviewed regarding notification attempts. 3. TAB to the Remarks section and type specific information about the pickup date and time or contact status. Type the first name here. Type the last name here. Type Remarks here. 4. If a message was left on the recipient s answering machine, click the Contact Status down arrow and select Recipient Answering Machine from the list. Note: If you actually spoke to the recipient, leave the Contact Status field blank and skip to Step 5. Click here. Select status here. 5. TAB to the Scheduled Pickup Date field and type the date using the mm/dd/yyyy format, the recipient is to pickup the shipment , Notification

139 Note: Example: 05/15/2006. Type the scheduled pick up date here. Note: Click the Close button on the Calendar window to close the Calendar window. Close button. Note: You can also click the Calendar icon and select a date from the Calendar. The date is automatically inserted into the field in the proper format. Click the Calendar icon here. Click here to select a date. 6. Click Save. Click here to save. This saves the contact status record and the Notification List screen appears. Greyhound EXPRESS, 10-17

140 The status is updated to Notification Attempted. Status updated here. To return to the EXPRESS Main Menu, click Main Menu. The Main Menu appears. Click here , Notification

141 Recipient Invalid Phone Number If you select Recipient Invalid Phone Number status for a shipment, it is considered a failed attempt and the shipment is placed into the Rejected Notification section. EXPRESS does not trigger a new notification for 72 hours. The steps that follow assume that the phone number you have for the recipient is invalid. To update the status as Invalid Phone Number: 1. At the Notification Contact screen, click the Contact Status down arrow and select the Recipient Invalid Phone Number from the list. Click here. Select this status from the list. 2. Click Save. Click here. The Notification record is saved with your changes. Greyhound EXPRESS, 10-19

142 3. Click the Rejected Notification tab and the shipment s status appears as Failed Notification. Shipment (Waybill) appears here. Status updated here. Customer Refused If the Customer Refused status is selected, that is considered a successful contact of the recipient/shipper. When this contact status is chosen, the shipment remains in the Notification section, but the status is updated to Notify Shipper. The steps that follow assume that the recipient was reached, but refused the shipment. Reasons for refusal may include: The Shipper may have sent the wrong items The shipment was late and the recipient had to get the items in the shipment somewhere else Note: When possible, type the reason the shipment was refused in the Remarks field. To update the status as Customer Refused: 1. At the Notification Contact screen, click the Contact Status down arrow and select Customer Refused from the list. Click Customer Refused 10-20, Notification

143 2. Click Save. Click here. The Notification screen appears and the shipment (Waybill) status is updated to Notify Shipper. Waybill number Status updated here. 3. Contact the shipper to see if they want the shipment returned or reforwarded to another destination and make the necessary arrangements. 4. Click the appropriate Waybill number and the Notification Contact screen appears. Click the Waybill link. 5. Type the shipper contact name in the Contact Name fields. Greyhound EXPRESS, 10-21

144 6. TAB to the Remarks field and type any special remarks. 7. Click the Contact Status down arrow and select the appropriate status based upon the business rules for your location (or contact your supervisor). Examples for when these are used are shown below. Contact Status Shipper Answering Machine Shipper Invalid Phone Number Reforward to Shipper NO- CHARGE Reforward to Shipper Reforward to WAREHOUSE Re-Route Use When You leave a message on the Shipper s answering machine. The Shipper s phone number is wrong or invalid. Greyhound will return or reforward the shipment to a different destination, at no cost to the shipper. An example would be Greyhound did not deliver the package on time. Same as above, but the Shipper agrees to pay for the cost of the shipment. An example would be the shipper sent the wrong items to the recipient (not Greyhound s fault). The Shipper cannot be contacted, i.e. invalid phone number. Either Greyhound, the Recipient, or the Shipper requests to have the shipment re-routed to a different destination , Notification

145 Note: In this example, Reforward to Shipper is selected. Click here. Select status here. 8. Click Save. The Prepaid shipment screen appears and automatically switches the shipper and recipient information. Prepaid shipment screen. Shipper and Recipient information switched. Click here. 9. Click Save and a new shipment coupon is printed. The EXPRESS Main Menu appears. Greyhound EXPRESS, 10-23

146 Re-Route Sometimes the shipment arrives at the correct destination, but the recipient (or shipper) decides to have it placed on a different schedule to arrive at a station closer to them. For example, a shipment arrives in Dallas, TX but the recipient s location is closer to Garland, TX and the recipient decides they want it delivered to Garland. The Re-Route option is used to forward the shipment to the new location. When Re-Route status is selected, the destination location (station) must be changed to the new destination provided by the customer. To re-route the shipment: 1. At the Notification Contact screen, click the Contact Status down arrow and select Re-Route from the list. Click here. Select the status here. 2. Click Save. Add remarks here. Click here , Notification

147 The Re-Route Destination Station screen appears. 3. Click the first Destination Station field and type the new Destination Station city name. 4. Click the Destination Station state/province/state down arrow and select the appropriate state/province from the list. Type the Destination Station city name here. Click here. Select the appropriate state/province from the list. 5. Click Save and a new shipment coupon is printed. Click here. Greyhound EXPRESS, 10-25

148 The EXPRESS Main Menu appears and the shipment is removed from your inventory , Notification

149 Data Entry Required The Data Entry Required status indicates a Manual Waybill was created and the shipment has arrived at an EXPRESS location. It requires the shipment information be entered. The system prompts you to enter the information as you proceed through the steps. To complete the Data Entry Required notification: 1. At the Notification List screen, click the waybill number. Click the waybill link. This notification indicates that shipment information needs to be entered. The Shipment Info Completion screen appears. Note: The same screen appears for a collect shipment - Shipment Info Completion screen. Greyhound EXPRESS, 10-27

150 2. Type information from the Manual Waybill to the appropriate fields on the Field Receiving screen, then click Next. Note: Fields with an asterisks are required information. Recipient information fields Shipper information fields Payment type Service & Product type Package information Click Next here. Auto populated by EXPRESS. The Shipment Info Completion screen appears. PO/Refer number is optional , Notification

151 3. If any of the charge fields in EXPRESS don t match those on the Manual Waybill, click and drag over them and type the amount shown on the Manual Waybill. Note: If all charge fields in EXPRESS match those on the Manual Waybill, skip to Step 4. EXPRESS calculated Base Charge. Original Manual Waybill Base Charge. 4. Click Submit. Click here. The EXPRESS Main Menu appears and the Waybill is now placed in the Counter Release or Courier Release section. It remains there until the package is released. Greyhound EXPRESS, 10-29

152 10-30, Notification Greyhound Lines, Inc.

153 Chapter 11 Counter Release When a package is released to a customer at its final destination, a record is made using Counter Release. It is also used for processing a payment for the shipment being released. To release a package (shipment): 1. At the EXPRESS Main Menu, click Counter Release. The Counter Release screen appears. To search for a shipment in EXPRESS, use one of the following criteria in the Counter Release screen: Recipient name Recipient phone number Shipper name Shipper phone number Waybill number 2. TAB to the appropriate field and type the search criteria in the field(s). Greyhound EXPRESS, 11-1

154 Note: Enter search criteria in only one (1) of the search fields. Searching by recipient name in this example. 3. Click Submit. The search results are displayed. Note: Depending on your search method, there may be more than one shipment listed. Search results displayed here. 4. Click the appropriate Waybill Number. Click appropriate waybill link here. 11-2, Counter Release

155 The Charge Summary screen appears. Note: Use the Charge Summary screen to view the shipment detail regarding fees and additional surcharges. With proper supervisor override, you can also use it to add or change applicable storage fees. Note: EXPRESS shipments are stored at a location for seventy-two (72) hours without charge. After seventy-two hours, the customer is charged $2 per day for storage up to a maximum of $50 per month, per shipment. EXPRESS automatically calculates and applies storage fees. Under certain conditions, the storage fee can be changed or removed. For example, if Greyhound failed to notify the recipient, or the customer was unable to pick up the shipment due to illness, weather conditions, etc. 5. If the Storage Fee is to be changed or removed, skip to Step 1 of the Supervisor Override Required section in this chapter. If the Storage Fee amount is okay, click Submit. Click here. Greyhound EXPRESS, 11-3

156 The Signature screen appears. Note: In this example, the shipment was paid for at the time of shipping using an active Customer Charge account. If this were a COD shipment, the amount due at signature would have been the amount lisremaining. Note: At the Signature screen the following information is displayed: CCode: WB: Total Fees Total Amt. Due Prepaid Amount Total Payments Amount Remaining Carrier code (For example, GLC for Greyhound Lines Canada). Waybill number generated by EXPRESS. The sum of all fees charged. The sum of all fees charged. Amount charged to customer s account or paid (cash, credit card, etc.) at time of shipment, usually at the originating location (payments already applied to the shipment). For COD shipments, $0.00 is displayed because no payment has been made. The sum of all payments made. The result of subtracting the the Total Payments from the Total Amt Due. 11-4, Counter Release

157 In this example no additional fees were applied. 6. Type the recipient s name (person picking up the shipment) in the Recipient Signature field. Type the recipient s name 7. Click Submit. Click here. The Recipient Signature field is cleared. This completes the Counter Release procedures. 8. Click Main Menu to return to the EXPRESS Main Menu screen. Greyhound EXPRESS, 11-5

158 Supervisor Override Required In the following example, an excessive storage fee was applied. A supervisor override is required to change, in this case, reduce the storage fee amount from $50.00 to $ Prepaid shipment 1. From the Charge Summary screen, TAB to the Storage Fee field. TAB here. Note: EXPRESS automatically calculates storage fees. Note: The storage fee amount can also be selected (highlighted) by dragging over the existing Storage fee amount and then typing over it. 2. Clear the Storage Fee field by pressing Delete until the field is blank. Storage fee cleared. 11-6, Counter Release

159 3. Type the new storage fee amount in the Storage Fee field. In this example, $ New storage fee amount entered. Total amount unchanged Note: The Total field is not updated until you enter a Supervisor password. 4. TAB to the Supervisor field and type (or have your supervisor type) the appropriate supervisor ID. 5. TAB to the Password field and type (or have your supervisor type) the appropriate password. Supervisor ID entered here. Supervisor Password entered here. Total amount now updated. Greyhound EXPRESS, 11-7

160 6. Click Submit. Click here. The Recipient Signature screen appears. Note: In this example on the Recipient Signature screen, the Amount Due is $ The previous Payments amount of $41.33, plus the reduced Storage Fee amount of $10.00 totals $51.33, which is displayed in the Fees field. The Fees field displays the total cost of the shipment. 11-8, Counter Release

161 The Amount Due field displays any outstanding balance due at pickup. Amount already paid. Payments plus additional Storage Fee (total cost of shipment). Amount to be collected before releasing the package. 7. Click the Recipient Signature field and type the recipient s name (person picking up the shipment). Click here and type the recipient s name. Note: Since there s an amount due of $10.00 in this example, the Payment Type the customer uses to pay for the remaining balance, must be selected. 8. Click the Payment Type down arrow, then select the appropriate payment method from the list. Greyhound EXPRESS, 11-9

162 Note: In this example, the Charge payment type is selected. The remaining amount due ($10.00) is charged to the their company charge account. Click here. Select Payment Type from this list. 9. TAB to the Payment Amount field and type the payment amount (amount due). Note: In this example, $10.00 was entered. Enter Payment Amount here. 10. If additional payment information fields appear, complete each field as needed. If no other fields appear, skip to Step 11. Note: For example, if paying by credit card (off line) additional information is required as shown below , Counter Release

163 Note: For other Payment Methods, see chapter Press TAB once and the Running Totals are updated. The Amt. Remaining changes to $0.00 and the Total Amt. Due and Total Fees are equal. Total Amt. Due and Total Fees are equal. Amount Due updated here. Greyhound EXPRESS, 11-11

164 12. Click Submit. Click here. A brief screen message appears indicating the Counter Release coupons are printing, then the EXPRESS Main Menu screen appears. This completes the Counter Release procedures that require a Supervisor Override , Counter Release

165 Chapter 12 Receive Correction Use Receive Correction to correct errors or make changes to data entered for manual shipment entries. To access Receive Correction: 1. At the EXPRESS Main Menu, click Receive Correction. The Receive Correction screen appears. 2. Scan the waybill bar code. The carrier code and waybill number appear in the Waybill field. Note: If this is a manual waybill, type the Carrier Code and Waybill number in the appropriate fields. The first field holds the Carrier Code (2 or 3 digits). The second field holds the Waybill number (maximum of 11 digits). Greyhound EXPRESS, 12-1

166 Carrier code Waybill number 3. Click Correct. Click here. The Manual Data Entry screen appears. Enter the correct information in the appropriate field(s). Click Next to continue. 12-2, Receive Correction

167 The Shipment and Package Details screen appears. The Recipient Name and Address were added. To enter the correction, click Submit. The Express - Receive Correction confirmation message appears. To enter another correction, enter the Waybill number and Carrier code. Note: To return to the Main Menu, click Main Menu. Greyhound EXPRESS, 12-3

168 To enter another receive correction, enter the Waybill information here and click Correct. To return to the Main Menu, click here. This ends the Receive Correction process. 12-4, Receive Correction

169 Chapter 13 Payment Correction Use the Payment Correction screen to correct the payment method. For example: A customer pays for their shipment with cash, then decides they would rather pay by credit card. In this example you would give them a cash refund, then apply the total shipping amount to their credit card. Credit/Debit Card Refund Rules for Credit/Debit Card Refund Credit/Debit card refund: Must be made before the prepaid shipment departs the forwarding station Can only be made during the business day the the charge to be refunded was made Requests for shipments that have departed the forwarding station or for charges that were made before the current business day are to be submitted to the corporate office Greyhound EXPRESS, 13-1

170 To refund a Credit/Debit card: 1. At the Main Menu, click Credit/Debit Refund. Click Credit/Debit Refund here. The Greyhound Search screen appears. 2. Type the waybill number. Type the waybill number here. 3. Click Search. Click here to start search. Screen shows summary of payment and card used. 13-2, Payment Correction

171 Credit card information appears here. 4. Click Submit The PIN pad is ready. 5. Swipe the card on the PIN pad The PIN pad device displays a message requesting the customer to swipe the credit/debit card. A Swipe Card message appears here in English and French If the customer paid for a shipment using a credit or debit card, but then decides to pay by cash or by some other method, the following conditions apply: Greyhound EXPRESS, 13-3

172 Rules For Making Payment Corrections: Corrections are allowed only during your shift. Corrections are not allowed after a business day is closed. A Report Clerk can make corrections for anyone at the terminal at any time prior to closing the business day. A supervisor must approve the payment correction. Payment Correction Process In the following example, the customer paid for shipment with a credit card, then decided to pay with cash. To make a single payment correction: 1. At the EXPRESS Main Menu, click Payment Correction. The Payment Correction screen appears. 13-4, Payment Correction

173 2. Type the appropriate supervisor override information in the Supervisor Override fields (Agency, Agent, and Password). Supervisor Override information. 3. TAB to the Waybill field and scan the waybill bar code. The Waybill fields (carrier code and number) are populated as shown below. The Carrier Code appears here. The Waybill Number appears here. Note: If correcting a Manual Waybill, type the Carrier Code and Waybill Number in the appropriate fields. Greyhound EXPRESS, 13-5

174 4. Click Submit. Click here. The Payment Correction screen appears. Current Payment shown here. Correct payment type shown here. Note: The Current Payment field displays the original amount(s) the customer paid for the shipment next to the type(s) of payment. Note: The Correct Payment fields are used to enter the correct payment amount(s) next to the type(s) of payment. 13-6, Payment Correction

175 5. Type the correct payment amount next to the appropriate payment type. Corrected payment type. Corrected payment amount. The payment, $48.26, is shown in the Correct Payment field next to the Cash payment type and the Credit Card Correct payment amount is Click Submit. The PIN pad displays a prompt to swipe the credit card. 7. Swipe the credit card in the PIN pad. Greyhound EXPRESS, 13-7

176 . A Swipe Card message appears here in English and French The payment correction is confirmed on the EXPRESS Main Menu screen. The payment correction is confirmed here on the Main Menu. This completes the payment correction transaction. 13-8, Payment Correction

177 Chapter 14 Waybill Master Note: The Waybill Master screen can also be accessed from the In- Bound Manifest screen. Use the Waybill Master to view the historical data of existing Waybill activity. To access the Waybill Master screen: 1. At the EXPRESS Main Menu, click Waybill Master. The Waybill Master search screen appears. 2. Scan the waybill bar code into the Waybill field. The Carrier Code and Waybill Number are populated. Note: The first blank field holds the Carrier Code. Note: If you re working with a manual waybill, type the Carrier Code and Waybill Number in the Waybill fields. The second blank field holds the Waybill number (maximum of 11 digits). Greyhound EXPRESS, 14-1

178 3. Click Search and the waybill (shipment) information appears. Carrier code appears here. Waybill number appears here. Click Search here. 4. Click any active (underlined) link and a detail screen appears to view specific information about that part of the shipment The Related Information screen appears. 14-2, Waybill Master

179 5. Click Main Menu. Click here. The EXPRESS Main Menu screen appears. This completes the procedures to open and view the Waybill Master and its detail screens. Greyhound EXPRESS, 14-3

180 14-4, Waybill Master Greyhound Lines, Inc.

181 Chapter 15 Courier Release Use the Courier Release screen to schedule a courier service (company) to deliver the shipment to the customer. Use this option only if the shipper requests a delivery service after you complete the Notification process (chapter 9). You can also search and print the Courier Manifest Form from the Courier Release screen. To release the package to the courier driver, the company and driver s name must be entered in the Courier Release screen. To release shipment for courier service: 1. At the EXPRESS Main Menu, click Courier Release. The Courier Release window appears. The list of recipient name s that appear on the Courier Release screen are shipments to be delivered by a courier when they arrive (Checked In) at the destination location. Normally, the courier service option is selected during the Create Shipment process (chapter 3), but can be selected during the Notification process (chapter 10) or the Receive Correction process (chapter 10). Greyhound EXPRESS, 15-1

182 2. Type the courier company name in the Company field. 3. Type the name of the driver who is signing for the shipment in the Driver field. Type company name here. Type the driver s name here. Filter by Route or Rack Option Use the Filter by Route or Filter by Rack option, or a combination of both, to minimize the list of shipments displayed on the screen. By selecting a specific Route (schedule number), you can view, then select all the shipments scheduled for courier delivery that arrived on that schedule. Note: If neither Filter option is used, skip to Step 10. To filter by route (schedule): 1. Click the Filter by Route drop down arrow. The drop down list displays all the schedules (in-bound, or that have arrived) with courier delivery selected for your location. Click here to display Route numbers to filter by. 15-2, Courier Release

183 2. Select a Route number from the list. The list of recipients changes and the updated list only displays the shipments in-bound, or that have already arrived (Checked In), on that specific schedule. Route number the shipments are filtered by. List of shipments displayed changed. Note: Skip to Step 8 to complete the Release to Courier process. To filter by rack: Note: For a shipment to appear when filtering by Rack number, it must be checked into your inventory. 3. Click the Filter by Rack drop down arrow. Note: The drop down list displays all rack numbers that have shipments requiring courier delivery. Click here to display Rack numbers scheduled for courier delivery. 4. Select a Rack number from the list. Greyhound EXPRESS, 15-3

184 The list of recipients changes and the list displays only the shipments in that rack that require courier delivery. Rack number selected. Updated list. Note: Using either of the Filter by options, clears the Company and Driver fields. You must re-enter this information when using either of the Filter by options. 5. Type the courier company name in the Company field. 6. Type the name of the person who is signing for the shipment in the Driver field. Type Company name here. Type the Driver s name here. 7. Click the Recipient check box for each shipment you re releasing for delivery. Click Recipient check box here. 15-4, Courier Release

185 Note: To select all of the recipients at once, click the check box at the left of the Recipient Name, as shown below. Click here to select all Recipients. All recipients selected. 8. Click Release to Courier. The Company and Driver fields clear and the selected recipients (shipments) are removed from the list. Company and Driver fields cleared. Selected recipients are removed from the list. The coupon printer prints: Note: Customers must pay for Prepaid and Collect shipments with a credit card, not cash. Note: Give the courier driver a Package Release Coupon for each Pre-Paid shipment. Note: You must give the courier driver a Receipt Coupon for each Collect shipment. Package Release Coupon - This form is printed for Pre- Paid shipments only. Give the form to the courier driver. The courier driver is responsible for obtaining a signature for release before giving the package(s) to the customer. The courier must return the signed form to the agent. Receipt Coupon - This is printed for Collect shipments only. This coupon must be given to the courier driver. The courier driver is to provide it to the customer when they sign for their shipment. This is the customer's (recipients s) receipt for the shipment. The journal printer prints: Courier Manifest - This report lists all shipments assigned to a particular courier company and driver. This completes the Courier Release process. Greyhound EXPRESS, 15-5

186 15-6, Courier Release Greyhound Lines, Inc.

187 Chapter 16 Proof of Delivery When a shipment is delivered and the courier driver returns the receipt coupon, use the Proof of Delivery screen to record the name of the person who signed for the packages. Record Proof of Delivery To record proof of delivery: 1. At the EXPRESS Main Menu, click Proof of Delivery. The Proof of Delivery screen appears. 2. TAB to the first Waybill field. 3. Type the Waybill number in the Waybill field Greyhound EXPRESS, 16-1

188 Note: If needed, use the returned Package Release Coupon to obtain the waybill number. The Carrier Code and Waybill number appear in the appropriate fields Note: If the system doesn t recognize the waybill number, a message is displayed stating Waybill is not in Database. Resolve the problem and re-type the Waybill number. Note: If you cannot resolve the problem, contact your supervisor. 4. TAB to the Signature field and type the name of the person who signed for the package (as it appears on the Package Release Coupon). Carrier code appears here. Waybill number appears here. Type the person s name who signed for the shipment here. 5. Click Submit. The proof of delivery is entered and the EXRESS Main Menu appears. 16-2, Proof of Delivery

189 View Proof of Delivery - Optional To view the current contact status: 1. At the EXPRESS Main Menu, click Waybill Master. 2. Scan the waybill bar code into the Waybill field. Note: The Carrier Code and Waybill Number can also be typed in the appropriate fields. Carrier Code and Waybill Click Search here. 3. Click Search. The Waybill Master - Main screen appears. 4. Click POD (Proof Of Delivery). Click Proof of delivery link. Click POD here. Current Status is POD - Proof of Delivvery. The Proof of Delivery Detail screen appears. Greyhound EXPRESS, 16-3

190 5. Click Main Menu to return to the EXPRESS Main Menu..u. Proof of delivery Click her to return to the Main Menu. This completes the Proof of Delivery process. 16-4, Proof of Delivery

191 Chapter 17 Rack Change Rack Change (Re-rack) If you need to move a shipment to another rack, use the Rack Change screen to update the rack information. You can access the Rack Change window two ways: At the EXPRESS Main Menu by clicking the Rack Change link. From the Check-In window (Chapter 6). To change rack assignments: 1. From the EXPRESS Main Menu, click Rack Change. The Rack Change window appears. Greyhound EXPRESS, 17-1

192 . 2. Type the Waybill Number in the Waybill field and the Carrier Code appears. Carrier code appears here. Waybill Number appears here. 3. Click Submit. Click Submit here. The Rack Information screen appears. Rack information appears here. Number of pieces appears here. 17-2, Rack Change

193 Note: Clicking Reset clears the New Rack field, but doesn t reset the rack number. Clicking Reset after clicking Submit, does not reset the previous rack number. 4. Click New Rack and type the new Rack Number. Type new Rack number here. 5. Click Submit. Click here. The Current Rack field changes to the rack number entered in Step 4. Rack number change appears here. 6. Repeat Steps 2-5 for additional rack changes. Greyhound EXPRESS, 17-3

194 7. Click Return to Main Menu to return to the EXPRESS Main Menu. Click here. This completes the Rack Change procedures. 17-4, Rack Change

195 Chapter 18 Inventory The Inventory window allows you to view the inventory currently on hand at the terminal, and generate and print inventory reports. The reports are used to perform the daily shift and rack inventory check. To view the inventory: 1. Click Inventory on the EXPRESS Main Menu. The Inventory screen appears. Greyhound EXPRESS, 18-1

196 2. To view the details of an inventory item, click the drop-down arrows to find a specific rack location, Recipient Name, Shipper Name, Street Address, or City. Note: Click a Recipient Name to view the details of a shipment to that recipient. The Waybill Master - Main screen appears. View Shipment Details From the Inventory screen, you can access the Waybill Master screen and view the details of a specific shipment. To view the shipment details: 1. On the Inventory screen, click the Recipient Name you wish to view. Click a name here. The Waybill Master screen appears. 18-2, Inventory

197 . 2. To close this process, click Main Menu to return to the ESPRESS Main Menu screen. This completes the process to view your Inventory. Greyhound EXPRESS, 18-3

198 18-4, Inventory Greyhound Lines, Inc.

199 Chapter 19 Batch Processes Batch Process Menu The Batch Process menu provides five different links to perform Manual Data Entry: Outgoing Prepaid Batch Data Entry Used to enter multiple outgoing prepaid shipment transactions. For example, if the power goes out or EXPRESS is not working, the origin location (station) creates a manual waybill and the shipment information is entered into EXPRESS later. The Origin Station is populated by EXPRESS, based on your login information, when using this batch process screen. Outgoing Collect Batch Data Entry Used to enter multiple outgoing Collect shipment transactions. For example, if the power goes out or EXPRESS is not working, the origin location (station) creates a Collect manual waybill and the shipment information is entered into EXPRESS later. The Collect check box is preselected on the screen and the Destination Station collects the shipment fees when the package is picked up. Incoming Prepaid Batch Data Entry Used to enter multiple incoming prepaid shipment transactions. For example, an EXPRESS waybill or manual waybill shipment is received, but the shipment information is entered later. The Destination Station is populated by EXPRESS, based on your login information, when using this batch process screen. Incoming Collect Batch Data Entry Used to enter multiple incoming Collect shipment transactions. For example, a Collect EXPRESS waybill or manual waybill shipment is received, but the shipment information is entered later. Greyhound EXPRESS, 19-1

200 The Collect check box is preselected on the screen and the Destination Station collects the shipment fees when the package is picked up. Corporate Batch Data Entry Used to enter multiple corporate batch shipment transactions. For example, a shipment is forwarded or received from or to a manual location. The manual location sends the waybill into the corporate office for data entry. Generally, only corporate accounting uses the Corporate Batch Data Entry screen to enter both the Shipper and Recipient shipping information. This type of shipment could be Pre-paid, Collect, or COD. Note: Since the Batch Process screens are the same for each process, this section covers completing the Outgoing Prepaid Batch Data Entry screen. Only the differences, fields that are prepopulated by EXPRESS, are identified for the remaining Batch Process screens. 19-2, Batch Processes

201 Accessing Batch Data Entry Regardless of which Batch Process screen is used, the steps to access them are the same for each screen. To access the batch processing menu: 1. At the EXPRESS Main Menu, click the Batch Data Entry tab at the top of the screen. Click here. The Batch Process menu appears. 2. Click on the appropriate link to enter the waybill information into EXPRESS. Greyhound EXPRESS, 19-3

202 Outgoing Prepaid Batch Data Entry Note: The steps to access any of the Batch Data Entry screens are the same. To complete the Outgoing Prepaid Batch Data Entry data entry screen: 1. At the Batch Process menu, click the Outgoing Prepaid Batch Data Entry link. Click here. The Outgoing Prepaid Batch Data Entry screen appears with the Origin Station fields populated. Origin Station populated by EXPRESS. Note: Fields with asterisks are required information. 19-4, Batch Processes

203 Entering Shipper Data To have EXPRESS populate the shipper information: The Ambiguous City look up feature is available on all the Batch Processing screens. For Ambiguous City instructions, refer to Chapter The cursor is in the Waybill field. Type the Waybill number and press TAB. Type the Waybill number. Note: The Waybill number must be entered before you can enter any other information. 2. Click the Shipper Account Number field and enter the shipper s account number. Note: If the Shipper has an account, EXPRESS populates the Shipper information and press TAB. Type the Shipper s Account number here. Greyhound EXPRESS, 19-5

204 Note: If the Ambiguous City error message appears when completing the Shipper information manually, refer to Chapter 18 for instructions. Note: If the Shipper does not have an account, the Shipper information must be entered manually. The Shipper account information is populated. 3. Click the Service Type drop-down menu. Shipper information appears here. Click the Service Type drop-down menu. 19-6, Batch Processes

205 Entering Recipient Data To have EXPRESS populate the recipient information: 1. Click the Recipient Account field and type the Recipient s account number. Click here and type the Recipient s account number. Note: This is useful when there are multiple manual waybills to be entered when the shipper and recipient are the same. 2. Press TAB. If the Recipient has an account, EXPRESS populates the Recipient information. Note: If the Ambiguous City error message appears when completing the Recipient information manually, refer to Chapter 18M for instructions. Note: If the Recipient does not have an account, the Recipient information must be entered manually. Recipient information appears here. Greyhound EXPRESS, 19-7

206 3. If the Carrier code is not correct, highlight the Carrier code displayed in the Carrier field and type the correct Carrier code. Note: For example GLC (Greyhound Lines Canada). The Carrier code appears here. 19-8, Batch Processes

207 Selecting the Product and Service Type To select the Product Type: 1. Click the Product down arrow and select the Product from the list that matches the Product on the waybill. Note: If necessary, use the scroll bar to view all the Products. Click here. Scroll bar Select a Product from the list. 2. Click the Service Type down arrow and select the Service Type that matches the Service Type on the waybill. Click here. Select a Service Type from the list. Greyhound EXPRESS, 19-9

208 Entering the Destination Station To enter the destination station: Key Point: The Recipient and Destination Station city names may be different. For example, the closest Destination Station may be several miles or more away from the Recipient s actual location. 1. Click the Destination Station field and type the destination city name where the station is located. Type the Destination City name here. 2. Click the Destination Location Province/State down arrow. Click here. 3. Select the appropriate Province or State from the list. Note: If needed, use the scroll bar to view all Provinces and States in the list. Scroll bar Select a Province or State from the list , Batch Processes

209 4. Click the Destination Station Postal Code field and type the Postal Code for the destination city. Type the destination Postal Code. Entering the Package Information To enter package information: 1. Click the Carton Description down arrow and then select the appropriate description from the list. Click here. Select a description from the list. 2. Click the Pieces field and type the number of pieces with the shipment. 3. Click the the Weight field and type the combined weight of the shipment. 4. Click the Value field and type the declared value amount. Greyhound EXPRESS, 19-11

210 Note: The declared value amount is not a required field. Type the number of Pieces here. Type the weight here. Type the declared value amount here. 5. If the package was shipped COD, click the COD check box, then click the COD Amount field and type the dollar amount. If the package was not shipped COD, skip to Step 7. Click here. Click here and type the COD Amount. 6. If the package was oversized, click the Oversized check box. If the package was not oversized, skip to Step 8. Click Oversized here , Batch Processes

211 7. Click Next. Click here. The Batch Corporate Forwarding/prepaid PRE PAID screen appears. This is a summary of charges, calculated by EXPRESS, and the information previously entered from the manual waybill. 8. If the EXPRESS total does not match the Waybill amount, you must highlight the appropriate EXPRESS fee amount and type the correct amount in the field. Note: Refer to the manual waybill as to which fee amount(s) to change. Greyhound EXPRESS, 19-13

212 If the EXPRESS and Waybill totals are the same, skip to Step 11. Highlighted fee amount Fee changed to match Note: If the Fee and Payment totals do not match an error message appears when Submit is clicked. 9. If a PO (Purchase order) or Ref# (Reference Number) is provided, click the PO/Ref# field and type the Purchase Order or Reference Number in the field. If no PO or Reference number is required, skip to Step 12. or Reference Number here. 10. Click the Payment Type down arrow and select the proper payment method from the list that matches what is recorded on the manual waybill , Batch Processes

213 Note: Instructions for each of the payment types are listed in Chapter 4. Click here. Select Payment Type from the list. 11. TAB to the Payment Amount field and type the payment amount recorded on the manual waybill. Press TAB. Note: Pressing TAB again updates the Running Totals. Both amounts must be the same as shown in the example below. Type Payment Amount here. Total Amount due appears here. Payment amount displayed here. Greyhound EXPRESS, 19-15

214 12. Click Submit. Note: Instructions for each of the payment types are listed in Chapter 4. Click here , Batch Processes

215 Outgoing Collect Batch Data Entry To complete the Outgoing Collect Batch Data Entry screen: 1. At the Batch Process menu, click the Outgoing Collect Batch Data Entry link. Click here. 2. Complete the same steps listed in the Outgoing Prepaid Batch Data Entry section earlier in this chapter. Note: Since this is a collect shipment, the Collect check box is pre-selected by EXPRESS. Collect is pre-selected here. Greyhound EXPRESS, 19-17

216 Incoming Prepaid Batch Data Entry To complete the Incoming Prepaid Batch Data Entry screen: 1. At the Batch Process menu, click the Incoming Prepaid Batch Data Entry link. Click here. 2. Complete the same steps listed in the Outgoing Prepaid Batch Data Entry section earlier in this chapter with one exception. The Origin Status must be completed instead of the Destination Station. Note: Since this is an incoming prepaid shipment to your location, the Destination field is populated by EXPRESS. Origin Station fields must be completed. Destination Station fields populated by EXPRESS , Batch Processes

217 Incoming Collect Batch Data Entry To complete the Incoming Collect Batch Data Entry screen: 1. At the Batch Process menu, click the Incoming Collect Batch Data Entry link. Click here. 2. Complete the same steps listed in the Outgoing Prepaid Batch Data Entry section earlier in this chapter with one exception. The Origin Status must be completed instead of the Destination Station. Since this is an incoming collect prepaid shipment to your location, the Destination field is populated and the Collect check box is pre-selected by EXPRESS. Origin Station fields must be completed. Destination Station fields populated by EXPRESS. Collect pre-selected here. Greyhound EXPRESS, 19-19

218 19-20, Batch Processes Greyhound Lines, Inc.

219 Chapter 20 Bags/Restricted Entering Oversize/Excess Bags The Bags and Restricted section is used when customers, who are traveling by bus, have oversized baggage or excessive baggage that is also traveling with them. The oversized/excess bags must be shipped as freight and EXPRESS is used to record the baggage. To enter oversize/excess baggage into EXPRESS: 1. Click the Bag/Restricted link on the EXPRESS Main Menu. Click here. The Bags/Restricted screen appears. Greyhound EXPRESS, 20-1

220 2. Click the Ticket Number field and type the TRIPS Ticket Number in the field. Type the TRIPS Ticket Number here. Note: Fields marked with an asterisk are required information. 3. Click the Return Trip Portion? down arrow and select Yes or No (default) from the list. Note: Selecting Yes applies round trip EXPRESS charges. Click here and select Yes or No. 20-2, Bags/Restricted

221 4. TAB to the Contact Phone field and type a contact phone number. Type Contact Phone number here. 5. Click the Service Type down arrow and select the appropriate type from the list. Click here. Select type here. 6. TAB to the Pieces field and type the number of oversized/ excess pieces. TAB here and type the number of pieces. 7. TAB to the Contents field and type a brief description of the contents. Greyhound EXPRESS, 20-3

222 Type description here. 8. Click the Shipment Type down arrow and select the appropriate type from the list. Click here. Select type from list. 9. TAB to the Declared Value field and type the customer provided value amount. Type amount here. 10. Click Find Schedule. Note: The ticket number must have 15 digits for the Find Schedule function to locate a schedule. 20-4, Bags/Restricted

223 Appendix Using EXPRESS with MAX EXPRESS requires the support of TRIPS or MAX to provide: Schedule information to EXPRESS Sharing the pinpad Chapter 2 of this User Guide showed the logon to EXPRESS for locations connected to TRIPS. Sharing the pinpad with TRIPS for credit and debit card transactions is shown in the chapters dealing with these functions. This appendix shows how to: Logon to EXPRESS for locations served by MAX Share the pinpad with MAX Logon to MAX Note: You must logon to MAX before you can logon to EXPRESS. To logon to MAX, follow these steps: 1. Connect to MAX the usual way through your Internet Explorer. The MAX Ticketing System Welcome screen appears. 2. At the MAX Ticketing System Welcome screen, type your logon information. Greyhound EXPRESS, A-1

224 3. Click Logon. The Sell A Ticket - Trip Info screen appears. 4. Click Express. Click Express here. A-2, Using EXPRESS with MAX

225 The Express screen appears with the following message displayed. When the logon process is complete, EXPRESS Main Menu opens in a new window. Your logon is complete. MAX is in the background. Greyhound EXPRESS, A-3

226 Credit/Debit Card Processing with MAX Initialize the Pinpad To process credit/debit card transactions, the pinpad must be initialized whether you are using TRIPS or MAX. The following instructions show you how to initialize the shared pinpad. To initialize the pinpad: 1. At the MAX Main Menu, click Initialize the pinpad. Click Initialize the pinpad here. The following message is displayed. A-4, Using EXPRESS with MAX

227 When the initialization completes, an alert window displays the following message. 2. Click OK. The alert window closes and the MAX Sell A Ticket - Trip Info screen appears. Greyhound EXPRESS, A-5

228 Sharing the Pinpad After you have initialized the pinpad, you must start the pinpad sharing function before you can process credit/debit card functions. To share the pinpad, follow these steps: 1. At the MAX Sell A Ticket - Trip Info screen, on the Main Menu under Other, click Share the pinpad. Click Share the pinpad here. The system will appear to be searching for a new site, but is waiting for communication from the pinpad. 2. Switch back (Alt+Tab) to the EXPRESS Create Shipment - Payment screen. The Express Create Shipment - Payment screen appears. A-6, Using EXPRESS with MAX

229 3. At the Express Create Shipment - Payment screen, click Submit to enter the credit card transaction. Click Submit here. Note: The same process applies to all credit/debit card transactions. The MAX main screen appears. 4. At the MAX main screen, switch back (Alt+Tab) to the EXPRESS screen to complete the transaction. Note: To process ticket sales in MAX, you must release the pinpad from EXPRESS. Greyhound EXPRESS, A-7