USER GUIDE INTEGRATED SHIPPING STARTS HERE

Transcription

1 USER GUIDE INTEGRATED SHIPPING STARTS HERE Enjoy enhanced solutions and greater visibility when managing your UK and Worldwide shipping on fedex.com FedEx. Solutions powered by people.

2 CONTENTS FedEx is improving your shipping experience 4 Summary of benefits 5 Optimising your time 6 More Online Tools 7 Real Time Visibility 8 FedEx Billing Online 9 New invoice layout and payment details 10 Your new shipping label 11 More useful information 12 FAQs 14 How to get in touch Back Cover 3

3 FEDEX IS IMPROVING YOUR SHIPPING EXPERIENCE New features and advanced solutions designed with you in mind We are making some exciting changes on fedex.com to make it easier and quicker for you to manage both your UK and Worldwide deliveries. This upgrade ensures that you enjoy new features and a better shipping experience from the moment your parcel begins its journey, to the time it is safely delivered. SUMMARY OF BENEFITS Added extras for you Integrating our systems means greater benefits to you with additional features to help you do your job more efficiently. Integrated systems to support your business This upgrade will make life easier when shipping and add valuable solutions to support your business. It will allow you to access more features, more services and additional benefits available through our shipping tools. If you send domestic and international shipments, you will now have one integrated shipping platform. And if you only send domestic, you will now benefit from innovations FedEx has put in place for its international customers for many years. We re here to help When you begin to use fedex.com, you may have questions about some of the new functions and features. However, our single, dedicated support line and customer team can give you all the advice you need. For all your UK and Worldwide shipping queries, please ring: or uk@fedex.com One Customer Service Team, who can be contacted online via Chat, by at uk@fedex.com or by telephone on View a Rate Quote for your Shipment (either on FedEx Ship Manager or via the Get Rates and Transit Time tool online). Use one account number for both UK and Worldwide shipments. View, track and manage invoices at the touch of a button with FedEx Billing Online. You can also set up alerts, download invoice data and make single cheque or BACS payments if you ship both within the UK and internationally. Gain access to more FedEx online automation tools, including FedEx Advanced Tracking. Specific features include real-time shipment tracking notifications and customised reporting, making both UK and Worldwide deliveries more visible and easier to monitor. 4 5

4 OPTIMISING YOUR TIME on fedex.com MORE ONLINE TOOLS fedex.com gives you many more features and functions, so you can take full control of managing your inbound and outbound shipments. Your fedex.com Login provides you access to all online tools, such as FedEx Tracking and FedEx Billing Online. These tools allow you to view and receive important real time information concerning your deliveries and more effectively manage your admin tasks. Enhanced features FedEx Ship Manager TM at fedex.com is designed to make your job easier by giving you a higher degree of control. For the first time you will be able to track, monitor and access intelligence about UK and Worldwide shipments through a single system. You will be able to view a rate quote, complete return shipments and there will be a different label format that carries your unique reference number. FedEx Ship Manager TM Lite is a simplified tool that helps you process single-piece, non-freight outbound shipments. A good choice when you ship less frequently. Take full control of your shipments, returns and rate quotes with FedEx Ship Manager at fedex.com. Get Rates and Transit Times Login to Get rates and Transit Times on the roll-over navigation menu under Ship. Select your origin and destination, then enter your shipment details to receive transit times and your rate quote for the shipment. Find FedEx Locations Click on Find locations on the roll-over navigation menu under Ship. Find out where your nearest FedEx station or drop-off point for domestic and/or international shipments is. FedEx Mobile The power of FedEx at your fingertips. Get rates, schedule a pickup, create a shipment and track it afterwards directly from your smartphone. Get the app via 6 Quick and easy shipping with FedEx Ship Manager TM Lite. 7

5 One-stop shop benefits around the clock. Covering both UK and Worldwide shipments. REAL TIME VISIBILITY View, track and manage invoice details (with a simple approval/payment process) FEDEX BILLING ONLINE FedEx Tracking visibility at your fingertips FedEx Tracking is a free tool that provides real time tracking information and alerts for both UK and Worldwide shipments. It gives a complete overview of all of your deliveries wherever you log on at the office, at home, or on the go providing a consolidated status of all inbound and outbound shipments, with the ability to create tracking notifications based on shipment status. Access is extremely easy and secure. Simply visit fedex.com/gb and select the tab TRACK at the top of the screen and then click on FedEx Tracking to progress. Clever features put you in the driving seat: Covering both UK and Worldwide shipments Track shipments without a tracking number Gain a consolidated status report of all inbound/outbound and third-party payer shipments, including those that are multi-piece Automatically receive notifications about exceptions, proof of delivery and more Access invoices 24/7 when you can, wherever you are Search by specific invoice reference or shipment/awb tracking number, one at a time or in batches Enjoy the freedom of managing and controlling your own account Consolidate invoices to create a single remittance advice for offline payments or create individual remittances to accompany it FedEx Billing Online is a web-based tool allowing you to view and track invoices, download invoice data and create payment instructions, all at the touch of a button. Invoices are typically available online within 24 hours after being issued. FedEx Billing Online is a secure, one-stop shop for viewing and tracking shipment data and is fully integrated into the billing tool. You can even manage several accounts under a single user ID. Simply go to fedex.com/gb, select the Manage My Account tab and click on view /pay bills online. Control your supply chain by managing inventories and returned goods more efficiently and by keeping customers informed about significant and actionable shipping advice Receive alerts to notify you that a new invoice has been issued 8 Visit Share and exchange shipment information with those approved to receive via FedEx InSight. Your authorisation can be withdrawn at any time Download invoices in.pdf,.xml, or.csv formats, as well as printing them 9

6 NEW INVOICE LAYOUT AND PAYMENT DETAILS YOUR NEW SHIPPING LABEL You can now use the same label for your UK and Worldwide shipping Your UK invoice layout will change to give you more visibility. If you ship both within the UK and internationally, you will still receive separate invoices but you can now make a single payment by cheque or BACS if you wish. N.B. Direct debit and credit card payments will still be taken separately. Please remember that you will need to update your payment details with the FedEx new billing address and payment details, which can be found at the top and bottom of your invoice respectively. Visit New billing address Contact numbers Shipper address Label applied to each individual package 3/12/2015 FedEx Ship Manager Print Your Label(s) From: Name Company Address City, Postcode GB Name Company Address CITY, POSTCODE GB Ship date and shipment weight Shipping service associated with the label Your account number Your unique 12 digit tracking number More visibility now available as we will show you the breakdown of your discounts A - shipment service AR - shipment sort region delivery depot Summary of charges New bank details Please note: we may need to install a new printer to support the new label layout. You will need to apply a label to each package that you send

7 MORE USEFUL INFORMATION Your UK shipping pricing zones are not geographically changing but how they are referred to is. SHETLAND & ORKNEY INVERNESS PETERHEAD WESTERN ISLES ABERDEEN GLASGOW DUNDEE EDINBURGH New, more detailed package status scans will be available to you BELFAST CARLISLE NEWCASTLE -UPON-TYNE PREVIOUS SCAN STATUS NEW SCAN STATUS ADDRESS QUERY INCORRECT ADDRESS BOOK IN OR NO ACCESS TO SITE CONSIGNMENT CANCELLED CONSIGNMENT DATA RECEIVED DAMAGED DELIVERED DELIVERY ATTEMPTED-CARD LEFT DELIVERY DELAYED DEPOT MIS-SORT DISPOSED OF AT CUSTOMER REQUEST GOODS IN TRANSIT ITEMS TRACKED FUTURE DELIVERY REQUESTED SHIPMENT CANCELLED BY SENDER SHIPMENT INFORMATION SENT TO FEDEX DAMAGED, DELIVERY COMPLETED PACKAGE DELIVERED TO RECIPIENT ADDRESS - RELEASE AUTHORIZED DELIVERED TO ADDRESS OTHER THAN RECIPIENT DELIVERED CUSTOMER NOT AVAILABLE OR BUSINESS CLOSED PACKAGE AT STATION, ARRIVED AFTER COURIER DISPATCH REROUTED TO REVISED DELIVERY ADDRESS DESTROYED AT CUSTOMER S REQUEST PACKAGE NOT DUE FOR DELIVERY DEPARTED FEDEX LOCATION AT FEDEX DESTINATION FACILITY IN TRANSIT GREATER DELIVERY INSIGHT GREATER TRACKING INSIGHT For example, whilst zone 2 coverage is exactly the same as before, it will be referred to as DA as per the table below. PREVIOUS PRICING ZONES Zone 2 Zone 4 Zone 5 Zone 8 Zone 11 NEW PRICING ZONES DA DB DC DD N/A Nevertheless, to provide greater pricing visibility, you will now have access to the rate quote function on fedex.com for your UK shipments so you will have greater visibility of what you will be charged before you commit to shipping. ISLE OF MAN CARDIFF LEEDS MANCHESTER BIRMINGHAM OUT FOR DELIVERY ON FEDEX VEHICLE FOR DELIVERY REFUSED BY CONSIGNEE SERVICE NOT AVAILABLE IN PCODE REFUSED BY RECIPIENT LOCAL DELIVERY RESTRICTION, DELIVERY NOT ATTEMPTED LONDON SHORTAGE(PART OF CON MISSING) PACKAGE PART OF INCOMPLETE SHIPMENT TRURO Enhanced Transit Liability (ETL)* ETL will now be referred to as Declared Value on the shipping screen and will be available on all services for an additional 6 for each 1000 of cover required. SCILLY ISLES CHANNEL ISLANDS 12 * Declared Value surcharge subject to change. Please see fedex.com for current surcharges. 13

8 FREQUENTLY ASKED QUESTIONS FedEx account Billing Tracking Claims Why is my account number changing? As part of the migration of our current domestic system into our corporate system, a corporate account has been created for you. If you already ship internationally on fedex.com, your existing 9-digit account will be enabled for domestic shipping by the upgrade. You can verify your 9 digit account number any time by logging in to My Profile on fedex.com. Can I still use my old account number? You will no longer be able to use your FedEx UK 5 or 6 digit account number to ship. Can I ship using international services on my new account number? If you need to send an international shipment, you can use your new account but we advise that you check with your account executive to set up rates on this service. Quote How do I get a shipping quote? Rates will be populated once you have entered the service, packaging and weight into the shipment screen within FedEx Ship Manager. Alternatively, you can get rates on fedex.com/gb by clicking on the ship tab and selecting Get rates and transit times. Why am I receiving 2 invoices? Can I get a combined invoice? You will continue to receive 2 invoices, from FedEx UK for your domestic shipments and from FedEx Express for your international shipments. Can I have a Statement of Account? Yes we can provide you with a combined statement showing you all your open transactions with FedEx. Please contact Customer Services on Do I still need to make separate payments? You can combine your payments to FedEx UK and FedEx Express into one payment if you pay by cheque or BACs. Please ensure you supply the invoice numbers and amounts you are paying on your remittance that you should send by to remit@fedex.com. Why have I been invoiced for 250kg on the FedEx 1Day Freight service when I only shipped 75kg? There is a minimum invoice weight of 250kg for the FedEx 1Day Freight service. How do I access my invoices online? Sign up to FedEx Billing Online. It helps you track the status of your invoices, dispute charges, download your invoice data, and create payment instructions over the Internet. I wish to pay by credit or debit cards, how can I do this? You can register your details on FedEx Billing Online. How can I now track my shipment? There are several ways to track your shipment. You can track using the mobile app, online, or set up an notification. My tracking number is not recognised? Please contact Customer Services on Shipping How do I request a Saturday delivery? Saturday Delivery will only appear if eligible based on your ship date. On FedEx Ship Manager TM Lite (Ship online - quick and simple), it will be selectable with the rate quotes. On FedEx Ship Manager TM at fedex.com (Ship online - all features), you have to select the Saturday Delivery tick box on the module Package & Shipment Details. Automation Tools I have an issue with fedex.com, who should I contact? I have an issue with my printer, who should I contact? I have an issue with my address book, who should I contact? Which forms do I need to complete to claim for a domestic package? You can complete a UK claim form online, via our Customer Service page at fedex.com/gb Ordering supplies How do I order shipping supplies? You can order UK shipping supplies (FedEx UK paks & labels) by calling Customer Services on Is FedEx UK packaging free? There are 3 types of packs available for free: small, medium and large packs. Please note: Economy and freight service packaging is available for a fee. Reports Where can I see a history of my shipments? Login to FedEx Ship Manager TM at fedex.com and go to the fourth tab called Reports. You can extract shipping reports reaching back 45 days. How can I request a copy of my invoice? You can register on FedEx Billing Online and extract a copy of your invoice. I wish to query my invoice, who can I contact? If you need any support, please call Customer Services on or ukinvoicequery@fedex.com. If you need support with your automation tools, you can reach Customer Services via our online chat facility to highlight your issue, or alternatively call the Customer Service team on

9 HOW TO GET IN TOUCH Customer Services Please contact Customer Services for general enquiries: Arrange pick-up Access proof of delivery Track and trace Order supplies Transit time and price Tel: Web: fedex.com/gb Invoice Adjustments Please contact Customer Services for invoice enquiries: Tel: FedEx Billing Online: Web: fedex.com/gb/account/fbo Claims Please contact Claims for goods in transit enquiries: Tel: ONLINE USER GUIDE_V1 02/15