Shipments
When a customer comes into the store to get something shipped before inputting the all the shipment information on the Process page, what are you supposed to do?
Give the customer the shipment options through the quoting tool.
What type of boxes should never be accepted for "No Box, No Label" returns?
Any shippable or Amazon boxes.
What software do we use for managing employee payroll processing, timekeeping adjustments, and records?
ADP RUN
Do we ever completely deny services to customers when the store is running offline?
No ("Say yes to all services, never say no, and then find a solution")
A customer brings in a stamped envelope addressed to the IRS or Passport Renewal Agency. What should the associate ask and recommend?
Ask if it contains time-sensitive documents and its deadline; educate them on untracked mail risks; recommend upgrading to a tracked Express or Priority shipping option.
What is our absolute last-resort option for shipping documents, which features no tracking?
If the package has a UPS shipping label, a customer packed QR code, or a UPS label QR Code what do you have to look for on the box to ensure it is in suffienct packaging?
The BRM SEAL!!!
Do we ever deny any service?
Never. Always say yes and then we will find a solution.
Where are store teams instructed to locate physical backup paperwork like the Offline PSO form, Access Point signature sheets, and MPOS info sheets?
The Offline Booklet (Store Offline Binder)
A customer wants to ship an item packed in a standard household moving box. What should the associate explain?
Explain that household moving boxes are not engineered for automated conveyor belts and crush easily; recommend upgrading to a certified, heavy-duty corrugated shipping box.
When a package is valued at $200 or more, what automatic system setting must be clicked?
Auto Click Signature
What is a critical last step an associate must complete when a customer is still present right after processing a return?
Giving/providing the customer their drop-off confirmation with bounce back.
When are incentives due?
From the 5th-15th of every month!
What tool/checklist must be kept handy or in the binder alongside the email template when dealing with freight shipments?
The Freight Shipment Sheet / Freight Checklist
If there are any incidents or law enforcements that come into the workplace?
What are the following steps and people you contact right away?
If an incident occurred call the cops and then call ownership or upper management.
For Law enforcement ask them if they have any relevant paper work and have them sign an acknowledgment statement in writing for company records. Then call ownership or upper management either during or after the interaction.
Say only date and amount:
Monday Guaranteed -- $Dollar Amount
Tuesday Guaranteed -- $Dollar Amount
Wednesday Guaranteed -- $Dollar Amount
5-10 Postal -- $Dollar Amount
According to store training, why is giving a drop-off confirmation receipt vital instead of skipping it to save 2 seconds?
To prevent wasting hours searching millions of returns if the customer later claims the package was never sent or received.
How often must Store Managers conduct mandatory 1-on-1 check-ins with every store associate to review performance metrics?
When filling out offline manual transaction logs, what specific document must accompany credit card transactions?
The Credit Card Authorization Form
A customer walks up with a shoe box or a label taped directly to a retail product box. How do you handle it?
Explain that retail/shoe boxes aren't made for shipping conditions (risk of damage or vendor rejection); offer an over-boxing upgrade to ensure safe delivery.
True or False: In-store base retail shipping rates for UPS Ground are significantly more expensive than what customers see on UPS.com?
False (Base rates are identical, with only a minor counter print charge difference)
When a customer brings in a package with a customer-packed QR code or a pre-printed UPS shipping label, what does that indicate about who packed the item?
It was packed by the customer (customer-packed), meaning we do not charge for tape unless we have to repack it to UPS standards.
What is the proper procedure for a missed UPS pickup?
Call hub, call driver list (or driver if you have number ), call 800.8771760 extension 0 get claim number, write email to retailsupport@ups.com, kemp, ownership and the Jing email. With the claim number, as well as the next days that we’re not picked up
How do you go about processing USPS packages Offline?
Tracking Number won't generate offline, so process the package as you normally would and keep the second sticker from the label on the USPS that has no tracking information. Once online reprint the label with the information from the sticker without tracking.
Law enforcement or a critical emergency occurs inside the store. Who are the very first two groups of people that must be contacted immediately during or right after the incident?
1st: The Police (Cops), 2nd: Ownership or upper management.