Disputes
This dispute is used to ensure that the proof of payment and remit provided from the customer are sent to the carrier to apply payment.
What is a paid dispute?
These are the steps that you follow during phone conversations, they also help to reach the objective.
What are the Seven Steps?
This is generally the first person to answer the phone and will transfer you to the requested department.
What is a receptionist?
This is the type of payment that typically involves the customer being transferred to extension 2222 and sharing their payment information with a payment line representative.
What is a phone payment?
This additional service is needed if the driver needs to go into the shipper or receiver facility in order to complete the delivery.
What is inside pickup/delivery?
This dispute may need to be opened when you hear the customer complain that the amount billed doesn't match the amount they were charged. You would need to ask for proof of the amount they were promised.
What is a quote dispute?
Its the Flexible automated collection system which is opened using either Powershell or Cterm
What is FACS?
Before discussing the debt, collectors should always remember to speak with the department responsible for making payments and providing this disclosure.
What is call recording disclosure?
This payment method involves the clearing house and can be accepted one of two ways, with a form or online.
What is an ACH payment?
This service charge is seen as more of a penalty that can be associated with taking too long.
What is detention charge?
This is the dispute code to be used when your reason for dispute doesn't fit with any other dispute listed
What is a miscellaneous dispute?
This is the rule that determines that penalty charges or revocation of discounts will be enforced when the customer account is sent to an outside collection agency.
What is FedEx rule tariff 435-1 rule 5.A?
The person you are speaking to states they will have to send a message to their boss or check in with their supervisor before a payment can be made. Collectors should obtain direct contact info and reach out when following this process. This process can also be followed if you have left 2 voicemails back-to-back.
What is call escalation?
This is the most preferred payment method. This method is also used by the payment line representatives when assisting customer over the phone. This is how payments are accepted credit card and ACH
What is the online/ web payment method?
This is a service that is needed when the freight must be delivered to a location with a loading dock.
What is liftgate service?
This is an offer to satisfy the balance due with a lesser amount.
What is a settlement request?
This is the process to follow when you need to climb the corporate ladder and speak with the higher authority to meet the objective
What is call escalation?
This is a documented letter that displays the agreement between the original creditor (FedEx) and the collector agency. This should be referenced and used when customer suggest that SRG is a scam.
What is a letter of representation?
These are windows that display the credit and debit adjustments that have been made on an account in the FACS system.
What are windows 6 & 48?
These two acronyms containing four letters that suggest the shipment wasn't get picked up delivered.
What is TONU and VFNU?
The amount of time from the delivery date that customers have for an invoice to be rebilled.
What is one year?
This FACS reference shows the total balance amount of all like named accounts.
What is AGY?
This payment form involves the customer sending a completely filled form which includes amount to be collected and the date the payment should be processed.
What is an ACH form?
This is the document that shipping companies can mark the accessorial services are needed at both shipper and receiver locations. If they're not marked on this document, the charges typically bill to whomever requires the service.
What is the bill of lading?