Standard Decision Index

Origin Incidents / Exceptions

100

When the Manifest with no  movement incident is created? 

A MANIFEST WITH NO MOVEMENT UPMA incident is created when a shipper manifests and transmits billing information to UPS, but no ORIGIN or PICKUP scan is completed from UPS Operations

200

Which template should we enter in CEC when we are working a Drop-Off scan? 

Drop-off Location - Info Needed (Premier)

300

When does the Sensor With No Movement incident generates?

If a UPS scan does not occur within a predetermine time frame of a sensor event, typically 4+ hours

400

How will you handle a Origin incident? 

• Follow the Premier Incident Process
  • Locate the Current Location code in the UPMA Sensor Events tab (when available) to quickly assist UPS Operations in locating packages within their operation, see Sensor Events Tab in UPMA Index

500

Should we close a pickup scam incident if it does not show further movement? 

Do not close the incident until the package status has been determined and is on track for scheduled delivery, follow Premier Incident Process

Destination Incidents / Exceptions

100

How should we handle the Not in 1 incident?

• Follow the Premier Incident Process
• It is recommended that for NOT IN 1 a Same Day Second Delivery Attempt is performed for Premier Platinum and Gold shippers. See Intercepts Index
• Ensure SOP is followed for communications to the shipper

200

What should you do if you are handling a Refused incident and you are not able to reach out to the recipient?

Contact shipper to inform them of pending RTS DCR status

300

Which CEC KA contains specific steps to retrieve packages? 

Premier Incident Process (Premier) 

Article Number

000023148

400

If you receive an important news that says that the SLIC you are working with will be closed due to holiday, what should you do?

Send an after-hours escalation, reschedule the incident and keep monitoring. 

500

If a package is marked as holiday but the important news does not show the SLIC you are working with will be closed, what should you do?

• Contact recipient to verify holiday status
  • Recipient is not on holiday
    • Follow the Premier Incident Process
• Recipient is indeed on holiday
  • Contact shipper for instructions

Non - Location Specific Incidents / Exceptions

100

Should we just reschedule a Delayed in a UPS Origin Facility incident?

No, What should we do then?

200

Why Missing Scan incidents are generated?

Due to late uploads of scanning information

300

How would you handle an address correction needed incident? 

• 
  Contact recipient to obtain correct address
  • If correct address is obtained, follow the Premier Incident Process
  • Contact shipper and provide tracking number, order number (if available), and incorrect / corrected address information
• If unable to reach recipient, inform shipper of status

400

How would you handle an address correction made incident? 

• Address corrections made by UPS Operations are scanned as an Address Correction 
• Check IVP to confirm there are updated scans that appear to show package is moving as planned
• Notify the shipper and provide them with an update of the correction made (see SOP Notification Requirement section)
• Close UPMA incident

500

Should we close a Slipped scheduled delivery date incident?

No, What should we do then?

International Incidents / Exception

100

What should you do if an invoice is not in the IDIS System? 

 Email shipper to obtain the invoice

200

What should you do if you have a package with FDA hold? 

• Refer to Worldcom for customs requirements shipping food and/or drug to the US or other countries 
• Check the comments in ISPS Shipment inquiry to make sure that no further information is needed from the shipper
• Obtain additional information from shipper if needed and/or follow shipper's SOP Notification Requirements

300

What should you do if you have a package with a Fish & Wildlife hold? 

• This exception is common and is a result of the standard customs clearance process
• Check the comments in ISPS Shipment inquiry to make sure that no further information is needed from the shipper
• If further information is needed and/or package will be delayed, notify the shipper
• If package will delayed by day, request re-iccing or dry ice replenishment-

400

Which CEC Knowledge Article should you use for International Support Steps?

Brokerage Exception Codes (Premier) 

Article Number

000027552

500

When is the OFFSITE BROK code used?

When shipment is held due to moving in-bond or with T-Doc for off-site alternate broker clearance.