Level 1
At 3 p.m. on a Wednesday, the shipper inquires about a package that was not received by the consignee. The package was scheduled for delivery 10 days ago and there are no scans in the last 24 hours. How will you handle this situation?
Connect with Package Information (PI)
Refer to the Lost in Transit document in the IRIS resource titled Package Investigation Flows - Tracking and Universal (Article # 21089), for more information.
How many days past the scheduled delivery date does a package become claim eligible?.
5 days past the scheduled delivery date
Which function key does a CCR use to cancel an order in the Label system?
F3 several times to cancel an order in the LABEL system
When registering for UPS My Choice, what methods are available for the customer to verify his or her identity?
PIN2Mail, Knowledge Based Quiz, PIN2Phone. Refer to Enrollment and Registration
What is the correct action when a shipper inquires about an indirect delivery on the previous day?
Start an investigation Tracking and Universal (Article # 21089), for more information.
What does the representative do if the return package shows a delivery scan?
The representative provides the details of the delivery to the shipper, including the new tracking number assigned to the package for the return.
Claim information is provided to the shipper only.
TRUE
TRUE OR FALSE. A specialty supply order may be shipped to an alternate address not associated with the shipper's account.
FALSE. All specialty supplies must be shipped to an address that is linked to the customer's account.
UPS My Choice only matches packages uploaded by shippers within the past ____ calendar days, including the current day.
within the past 6 calendar days
Which of the following situations depict a misdelivery scenario? (Select all that apply)
The package address is incomplete or inaccurate The street names are similar and the driver makes an error The package is mixed in with a larger multiple-package delivery
Which tool does the representative use to determine the scheduled delivery date if the date does not display in the eTT GSR Calendar window?
Calculate Time and Cost Tool
Which supplies ship within 1-2 business days?
Generic Supplies
WorldShip Software
Thermal Label Printers
Specialty Supplies
Preprinted Labels
Specialty Supplies - Blank
Generic Supplies, WorldShip Software, Thermal Label Printers, and Specialty Supplies-Blank
TRUE OR FALSE. CCRs can order Specialty Supplies for Non-Account customers.
FALSE
What is done when the status at the bottom of the GSR Calendar displays Not Eligible?
Advance to the Issue New Refund screen
Review the GSR Calendar to determine why the package is not eligible for a refund
Explain why the package is not refund eligible
Connect the shipper with the IVR
Review the GSR Calendar to determine why the package is not eligible for a refund
Explain why the package is not refund eligible
When a consignee calls in regards to a misdelivery investigation inquiry, if the shipper restricts consignee initiated investigations, what does the representative advise the consignee to do?
Advise the consignee to contact the shipper to initiate the investigation
For Loss package investigations, what does the representative do if more than five days have passed since the scheduled delivery date?
Redirects the caller to the PI group -( Refer to the Lost in Transit document in the IRIS resource titled Package Investigation Flows - Tracking and Universal (Article # 21089)
Which option is used to track a supply order in the Label Order system?
99, Order shipment inquiry is used to track orders
How long is a customer locked out if he or she does not pass the UPS My Choice security questions three times during registration?
72 hours
Who is the payer when Prepaid displays in the eTT Billing Type field?
The shipper is the payer. Refer to IRIS Guaranteed Service Refunds 6534.
When investigating a misdelivery scenario, what information does the representative review in the Delivery Match tab?
Ship to and Delivery addresses
Which of the following are Lost in Transit scenarios?
No Record of Delivery
No Record Except Pickup
Denial of Signature
Missing Signature
Origin Scan No Further Record
Lost in Center or Hub
No Record of Delivery, No Record Except Pickup, Origin Scan, No Further Record (NFR), Transit Hub Scan, Destination Scan, No Further Record (NFR), Lost In Center or Hub, Lost in Return.
Which function keys allows CCRs to scroll through pages of available supplies in the Label Order system?
F7 and F8 keys
A customer registering for UPS My Choice receives "Error Message 1019: Address Designated as Commercial" and has a tracking number to dispute the address designation. Where will you connect this customer?
The customer is connected with Billing
When a consignee calls to initiate an indirect delivery investigation prior to 7:00 p.m. the same day as delivery, which one of the following ECM forms does the representative complete?
6186
The intended consignee calls on the day after a package is misdelivered, and the package cannot be located anywhere. What will you do?
Start an investigation if not shipper restricted