Level 1
Which payment method can a customer with a suspended, canceled, or inactive account use to schedule a pickup?
Shippers with an inactive, suspended, or cancelled account can pay by credit card, check, or money order. Customers cannot bill any UPS account.
True or False. Shipping representatives have the ability to make changes to customer information in CRIS.
False. Shipping representatives have the ability to make changes to customer information in CRIS.
When scheduling a pickup, there must be a difference of what time between the earliest and latest pickup times?
There must be a difference of one hour or more between the earliest and latest pickup times when scheduling a pickup. If not, an error message displays. A one hour window of time is required to dispatch a driver to the customer's location
True or False. It is necessary to identify a caller in ECM before scheduling a pickup.
True. Always identify the caller in ECM when scheduling a pickup regardless of whether the customer can provide a 1Z tracking number.
True or False. Mr. Jones calls to schedule a pickup. The tracking number Mr. Jones provides does not include a pickup fee. Mr. Jones can use cash to pay the pickup fee.
False. Mr. Jones can use the following to pay for a pickup: UPS account number, payment card, bill the receiver, bill a third party, check or money order.
Ms. Thomas calls UPS and asks for a driver to come pick up her package. After identifying the caller, what information in ECM does a representative verify to schedule a pickup?
After identifying a caller in ECM to schedule a pickup, representatives must verify the caller's first and last name, the company name, if applicable, and the pickup address to the point of confirmation.
True or False. Pickup service is available from every address in the United States
True. Pickup service is available from every address in the United States but same day pickup service may not be available from every United States address.
Mrs. Wilson calls to schedule a pickup but the Accounts Receivable (AR) system in TPX displays SUSPENDED beside the customer's account number. You can still assist the customer with the pickup by explaining to Mrs. Wilson that she can use a different payment method to pay for the pickup fee. What is the first special step you must do to assist the customer and schedule an On-Call pickup?
After you delete the UPS account number from the Internet Pickup screen, the second step is to select a payment method other than billing a UPS account. Refer to the Pickups resource in IRIS.
What IRIS resource do representatives reference to answer frequently asked shipping questions?
Representatives refer to the Shipping Made Simple Overview IRIS resource for assistance with answering common shipping inquiries.
What steps are required to return a package using UPS Return Services?
Obtain a label
Affix the label to the package
Give the package to UPS
True or False. With RS3 service, a driver attempts to deliver the label and pick up the package at the same time on three consecutive business days. After the third unsuccessful attempt, the shipper must reissue the label.
True. For each attempt, the driver leaves an InfoNotice if the customer is not home. After the third unsuccessful attempt, the shipper must reissue the label.
The package center prints a return label. Next, the UPS driver delivers the return label to the consignee and attempts to pick up the package one time. If unsuccessful, the driver leaves the label at the pickup location. Which return service does this scenario describe?
For RS1, the driver attempts the pickup once, and if unsuccessful, the driver leaves the label for the consignee. This allows the consignee to get the package to a UPS drop off location.
True or False. Before entering a case for a missed Smart Pickup, representatives must check the Smart Trigger Status button in ECM Pickup History to verify the customer processed the shipment before the Notify By time.
True. Before entering a case for a missed Smart Pickup representatives must verify the customer processed the shipment before the Notify By time and the account is active.
Refer to the Pickups Case Matrix in IRIS. A customer calls to report a UPS Drop Box is missing supplies. What type of case does the representative create?
Create a Pickup/Pickup Equipment case when a UPS Drop Box is missing supplies.
True or False. The criteria for a missed or possible missed pickup and the corresponding resolution steps vary depending on the pickup type.
True. The criteria for a missed or possible missed pickup and the corresponding resolution steps vary depending on the pickup type
Missed pickups occur when the driver does what?
Missed pickups occur when the driver never attempted a pickup, left packages behind or did not bring an adequate supply of shipping documents.
Refer to the Pickups Case Matrix in IRIS. An active account customer with Daily Pickup calls because the driver missed the scheduled pickup yesterday. The customer calls to report the problem today. After verifying the account is active, what does the representative do?
The representative creates a Pickup/Pickup Missed (Daily) case.
What field in Pickup History do representatives check to determine if a pickup has been made?
The Order Status field in Pickup History indicates if UPS made the pickup. Refer to the Pickups resource in IRIS.
What are the two primary resources representatives use to assist customers with shipping-related inquiries?
The two primary resources representatives use to assist customers with shipping related inquiries are ups.com and IRIS.
Becca wants to ship a package from a retail location. What does she need?
A valid government-issued photo ID is required for a customer to ship from a retail location and when picking up from a Customer Center. Refer to the IRIS resource Find Locations - LOC.
A customer calls for assistance with finding a location to ship a UPS Ground package today after he gets off from work. What does the representative check to determine the latest drop off times for ground and air packages?
Use the Locations tool on ups.com and check the Latest Drop Off Times for ground and air shipments for the location
In Find Locations, what filter do you select if a customer has a pre-packaged item but needs a shipping label
Select the option, "Pay for a UPS shipping label," in Find Location to filter the locations that offer the option to print and pay for a UPS label.
Mr. Ramsey does not want to pay a pickup fee for his package with a pre-printed label. He mentions to the representative that a UPS driver regularly picks up at his office. What options are available to Mr. Ramsey to get the package picked up?
To avoid a pickup fee, customers can drop off packages at a location that accepts UPS packages, hand the package with a pre-printed label to any UPS driver or have UPS pick up the package as part of a regularly scheduled pickup
What are the major factors that influence shipping rates?
The following major factors influence shipping rates: size and weight, service level, distance, destination/stop type, shipping method and value-added services.
True or False. Representatives use CTC to calculate rates that an ASO charges.
False. If the caller plans to pay for the shipping charges at the time of drop-off, then offer to provide the caller with the specific ASO’s telephone number so the customer can ask the ASO directly about the rates