Show:
Escalation Process
Premier
Intercepts
100

Which are the working hours for HUB/ACT/APT? Explain the process in case we need to contact them outside of working hours. 

Monday - Saturday

  • HUB / ACT / APT:  4:00 PM to 2:00 AM

Sunday

  • HUB / ACT / APT:  4:00 PM to 2:00 AM

After hours process: 

  • No contact is made with Managers, send the Escalation Email - After Hours email
  • Continue attempting contact with UPS Operations (Phone List contacts) during After Hours
  • Reschedule UPMA incidents accordingly and continue the Escalation process during Working Hours
100

Which are the Common Recovery Options for resolution?

  • Initiating Courier Service by following the Express Critical process
  • Same Day 2nd Delivery Attempt (preferred method for resolving an unsuccessful delivery attempt or other destination-based scenarios)
  • Same Day Will Call (secondary option if Same Day 2nd Delivery Attempt isn’t available)
  • Upgrade to Weekend Delivery
  • Other shipper preapproved recovery / Intercept options
100

Which is the process to cancel a pending or accepted intercept? 



  • In IVP, determine if an intercept is still pending or accepted (not completed)
    • If an intercept is completed, create a new intercept as necessary
  • Select the Intercept button at the bottom of the IVP screen
  • Select Intercept Type screen instructions
    • Select the appropriate intercept option based on the situation, see Intercepts Index
  • Select Cancel at the bottom of the screen
  • Update UPMA Work History
  • Notify shipper (see SOP Notification Requirements section)
200

What is the correct process in case we are not receiving assistance from the Escalations list in the GBS phone directory? 

  • Validate all previous escalation steps are complete and documented in UPMA Work History
  • Determine recipient availability
  • Contact Premier Leadership
    • Continually attempt contact until Premier Leadership is aware of the escalation
  • Document UPMA Customer Contact with the contact and details
  • Reschedule the incident for up to 30 minutes
200

Explain the process for "Hazardous Materials Hold Shipper Error" Use CEC to locate the information.

  • Determine the package's location and reason for hold
  • Contact the HazMat Support Center (HMSC) to identify and correct any issues, 800-554-9964
    • Determine whether the package can continue in-transit, if it needs to be returned, or if it needs to be picked up by the shipper or a courier
      • Alternatively, the Richmond HazMat team can be reached at 804-743-3075
  • Notify the shipper of the exception, following the SOP Notification Requirements
    • Include what is needed to move the package
    • Obtain required information to resolve the exception
200

What is the process when "Manifest contains an invalid destination postal code " message appears?

select Ok to go back to the main tracking page in IVP

  • IVP does not allow the intercept to be entered
  • Contact the UPS Operation to have the needed intercept(s) entered or manually complete the needed actions
  • Proceed with the Document UPMA Work History instructions
300

Which is the correct order to contact any manager? 

  • HUBs, Air Centers, Airports (HUB / ACT / APT)
    1. Hub Sort Managers, Air Sort Managers, or equivalent
    2. Hub Division Managers, Air Division Managers, or equivalent
    3. Air Operations Managers or equivalent
  • Package Centers (PKG)
    1. Business Managers or equivalent
    2. Package Division Managers or equivalent
300

What is the correct process when the tracking number is not reflected in UPMA and does not have SOP? Use CEC to locate the information


  • Answer any general questions that the shipper may have
  • Do not add the package into UPMA
  • For specific requests (e.g. shipper requests an intercept, Express Critical is needed), connect the shipper to PCA (or another group depending on the shipper's need)
    • Telephone:  See Redirecting Calls
    • Email:  CEC US PCA Universal
  • Notify supervisor with specific tracking number(s) and actions taken
300

What is the process when "Manifest Information Not Available. Package not eligible for Intercept" message appears?

  • IVP does not allow the intercept to be entered
  • Do not request UPS Operations to input the intercept
  • Contact the shipper and request they process the End of Day in their shipping system (see SOP Notification Requirements section)
    • If the shipper does not know how to or is not the person who processes the End of Day
      • Request they contact the person within their organization who does
      • Intercepts are not able to be entered until this is complete
      • Engage Premier Leadership as necessary
  • Once the shipper processes their EOD and PLD is available in IVP, continue entering the intercept
400

What is the correct process when contact information is missing in the GBS phone directory and the SLIC does not appears in the GPD?

  • To have the SLIC permanently added to the GPD, send an email to the GBSPremierControlTower@ups.com with the following information (where available)
    • Missing SLIC # in question
    • Tracking Number
    • If speaking with someone from the missing SLIC, obtain their name, telephone number, and best call back time
400

In which cases is necessary to complete the
Final Disposition process? Use CEC to locate the information.

 late by time and late by day delay 

400

Which intercepts cannot be canceled once the intercept is completed?

The UPS Proactive Response Intercepts, Return To Shipper & Saturday RTS

500

What is the correct process when contact information is missing in the GBS phone directory and the SLIC appears in the GPD?

  • Click the envelope icon next to the contact information
    • Opens the Change Request page
  • If the New/Updated Information is Unknown
    • In the Reason for Change / Inquiry field, provide as much detail as possible regarding the request
      • Example:  Phone number incorrect, phone number missing, email address incorrect.
  • If the New/Updated Information is Known
    • In the Add New section
      • Select the appropriate title from the drop-down menu
      • Enter the applicable information in the remaining fields
      • If any information is unknown, enter a dash (-) to bypass the field requirement
    • When providing telephone numbers, the following format is used
      • United States and Canada:  555-555-5555
      • All other international locations:  55-55555555555 / 555-555555555
        • The dash separates the country code from the main telephone number
    • Once the information is entered, click the plus (+) to add it
      • If multiple entries are made, each must be entered one at a time, otherwise the system clears out previous entries
500

How can we cancel a roadie courier order? 

  • Cancel a Roadie courier order and/or courier related Premier intercept (Exped to Rec-All Modes, Exped to Rec-Grd Courier) in the following circumstances
    • If UPS Operations is unable to locate the package for the courier pickup
      • HRA must cancel the Premier intercept and cancel the Roadie courier order on the Delivery Solutions website
        • See Intercept Process Steps in Intercepts Index and Order Cancelations
    • If the Roadie courier is no longer available when attempting to complete an order
      • HRA must cancel the Premier intercept and notify UPS Operations
        • See Intercept Process Steps in Intercepts Index
    • If Roadie notifies Premier that they are not able to pick up the package and cancel the order
      • HRA must cancel the Premier intercept and notify UPS Operations that a courier will no longer be arriving
        • See Intercept Process Steps in Intercepts Index
500

Which intercepts can be modified once the intercept is completed?

The UPS Premier Intercept, Return to Shipper