Reservations
If a reservation is dispatched, can I make a change.
No, only traffic or the location can make changes on dispatched equipment.
Where do I transfer a compliment call?
If the contract status is “On Hold Shipping Payment Due,” can I schedule an action?
No, if the contract shows “On Hold Shipping Payment Due” we cannot schedule an action
My customer forgot to add MH during their initial reservation and their box have already been dispatched. What are the steps to add it on?
The customer should be directed to movinghelp.com and select the option for moving help+ubox and plug in their reservation number to add MH. We should not set up a MH only reservation in the POS.
If a CAF is already created for the contract, would you create another CAF?
It depends.
If the concern should be filed under the same segment as the existing CAF, you would reopen the existing CAF and add notes and/or new cause codes.
If the concern should be under another segment, it is ok to create a new CAF under the right segment.
Should I transfer the customer to traffic or call traffic myself
Advise the customer that you are transferring to the scheduling department, provide the phone number, ask the customer to hold, then transfer. Only in special cases is it necessary to call traffic for the customer.
Can a U-Box trailer be driven one way by a customer to another state to eliminate the cost of shipping?
No, the U-Box must be taken back to the original location. Customers cannot ship themselves.
Can a customer ship there motorcycle internationally inside a U-Box?
Each country may have special requirements for what can/cannot be brought in. When a customer has questions about an international move, it’s best that we refer them to speak with an international specialist to avoid unintentionally misinforming the customer.
Current customers internationalops@ubox.com
Customers looking for info/rates internationalquote@ubox.com
How can customers cancel their moving help and hire another company?
The customer can cancel their moving help and hire another company via their account on movinghelp.com. We can send the customer instructions to their email on how to hire new movers.
How many days does it take before a customer will receive a response for a CAF
Customers should be advised that it will take up to 3 business days for a response.
Can I schedule a box to be locally transferred to another store?
No, only traffic can schedule a transfer. If there is a cost associated with the transfer, the customer would be responsible.
If a customer threatens a U-Haul Team Member, what should I do?
Send a message immediately in your personal group chat to notify Senior Agents and Cynthia. If no one is in the office, please contact Kristen Snyder, Erin Smith or the Customer Experience Team.
Can I transfer a customer to International Shipping?
We can direct all new or existing international customers to internationalops@ubox.com. This email can help with any situation including quotes. For phone assistance, customers can call the toll-free number 866-890-3076..
Any customers with cross border reservations from the United States to Canada (or vice versa) can be directed to crossborder@ubox.com.
What do I do if the reservation went through for the U-Box but not the moving help?
Refer customer to movinghelp.com and have them book the moving help online.
Make sure the delivery for the ubox reservation is set to self-delivery
How do you know what contract to create the CAF under?
It is based on the customer's concern. Origin concerns should be filed under origin segment, Shipping concerns under shipping segment, and destination concerns under destination segment. If a customer has multiple concerns, be sure each issue is under the correct segment. It is ok to file multiple CAFs for one customer if they are not all under one segment.
Why is the rate online different from what I see in the POS?
The rates online should be the same as the rates in the POS if all of the information is the same. If you have a customer who states the rates are different, create a quote online entering in the same information that was provided to generate the quote in the POS. If the rate is different, please reach out to management for assistance.
Can I make a U-Box reservation for today
We can make same-day U-Box reservations for a customer who plans to do a self-delivery, MH or to load at the location. U-Haul truck delivery cannot be done the same day.
What do you do if your customer states they should not owe shipping because it's already been paid.
Confirm that the shipping payment has been made by reviewing the credit card history in uhaul.net. If the shipping has been paid, go through the steps of taking an on-hold shipping payment but change the amount to be charged to $0. After making the payment refresh the contract to confirm it has been taken off hold.
What do I do if the reservation went through for moving help and not the U-Box?
Make a new u-box reservation with delivery option either load at facility or self-trailer delivery. If self- trailer delivery is selected let the customer know you are validating a U-Haul pickup truck to the reservation and customers moving help will need to call to validate their vehicle.
If a customer is charged after move-out of the U-Box container, who you should assign the customer action file to for a resolution?
The customer action file should be assigned to the storage facility that billed the customer.
When can a U-Box customer provide their destination address if one was not provided at the time the reservation was created?
When the U-box arrives at the destination U-Box location.
My customer wants a manager, what do I do?
Determine what the customer is needing assistance with. If you can resolve their concern, help them. If you cannot resolve the concern, figure out what department will help best. If it's a concern with scheduling, get them to traffic, all reps there are managers. If it's an issue with a Contact Center team member- warm transfer to MOD.
To take an on hold shipping payment, the easiest way is to click on the addition sign on the bottom right hand corner?
No. To take an on hold shipping payment you must:
Go through Contract Close
Can I change the delivery method to moving help to an existing U-Box reservation?
Yes, moving help can be added to an existing u-box reservation as long as the delivery is not scheduled or dispatched.
If a customer calls in regarding their boxes not arriving by the GAD and the shipping team has reached out to customer, what should you do?
Advise the customer to reply to the text they received. Customers may also email status@ubox.com. Please do not create a CAF unless it is an escalated situation and the above steps do not suffice for your customer.