Rebill SOP

True or False

100

Express Rebill time frame is 90 days from the shipment date. 

False. It should be 90 days from the invoice date. 

200

Surcharges that are correctly billed to the shipper cannot be rebilled.

True

300

Rebills must be performed at the Invoice Level.

False. It should be on the Package Level.

400

For City Center Rebills to Shipper for International Express Shipments Only, if after all efforts to find the correct shipper’s account number have been exhausted, an Express shipment can be rebilled to a city center.

True

500

If shippers account is on cash, rebill to shipper cannot be processed.

False. Rebills to accounts on CASH ONLY are permitted for shipper rebills only. 

General Rebill Restrictions

100

Do we process rebill for Government account?

No

200

Who can request for a rebill?

Shipper and Third Party

300

What's the process for International FedEx Caused Rebills?

• Require approval from the credit and collections department in the new bill-to country.
• The current bill-to party is not required to provide the new bill-to account if the account is visible on the air waybill or in the transmission data.
• Phone agents create a CER to RPA.
• Agents working the queues will obtain permission and process the rebill

400

Give at least 4 scenarios where rebill requests must be denied. 

• Directly to a credit card. Customers can pay invoices using credit cards via Pay by Phone.
• FedEx Billable Stamp shipments
• FXE COD shipments
• Undeliverable shipments
• Rebills to the same account for the sole purpose of applying discounts. Exceptions will be posted on RevNews
• Intra U.S. (domestic) shipments to a third party outside the US except for Canada and Puerto Rico.

500

What are the guidelines for Letters of Authorization:

• Must include the first and last name of the person authorizing the request
• Must include the email or phone number of the person making the request
• Must include tracking number
• Must include account number to be rebilled
• If request is from a business, company name must be part of the contact's email address
• Intra U.S. (domestic) shipments to a third party outside the US except for Canada and 

Rebill Guidelines (Express)

100

How much is the rebill fee for Express rebills?

$17

200

True or False - If the shipment has been rebilled to the shipper, additional rebills will be permitted. 

False. No additional rebills will be permitted.

300

A shipper requests to rebill to a different account that has the same company and bill to information, Will you process the rebill and if yes, what reason code will you use?

Yes and RSA. 

400

If the request is to rebill from a recipient to a 3rd party and it was previously rebilled. What action will you do?

Deny the request and advise that if the shipment has been rebilled, the only rebill option available is Bill Shipper (RSA).

500

What are the guidelines when processing rebill from shipper to recipient/3rd party if it's convenience rebill and FedEx Caused? Provide specifics about the account number.

• Convenience: The shipper must provide a valid account number to be rebilled.
• FedEx-Caused: The current bill-to party is not required to provide the new bill-to account if the account is visible on the air waybill or in the transmission data.

Rebill Guidelines (Ground)

100

How much is the rebill fee for Ground rebills?

None

200

True or False. Ground COD shipments can be billed to the recipient. 

False.

300

How will you search for the correct account number of the recipient for Ground Collect shipments?

Perform an account search to find the correct account number and verify it is eligible for collect shipping. (See eCIS > Service Options & Marketing indicators > Collect Recipient.)

400

What process should you follow when trying to rebill to Shipper but shipper's account is not available and the package came from a FedEx Office location?

In cases where a package was shipped from a FedEx Office location and the shipper’s account is not available, issue credit using KCS. FXG shipments cannot be billed to city centers or FedEx Office locations.

500

What are the guidelines if Shipper’s account number is not available?

• If the recipient or third party is unable to provide the shipper’s account number, perform an account search.

• In cases where a package was shipped from a FedEx Office location and the shipper’s account is not available, issue credit using KCS. FXG shipments cannot be billed to city centers or FedEx Office locations.

• Rebills to accounts on CASH ONLY are permitted for shipper rebills only.