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Tracking Inquiries
Alternate Delivery Arrangements
Lost or Damaged Package and Others
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100

UPS Access Points offer package drop off for pre-paid / pre-labelled packages including packages that weigh 50 lbs. True or False

False. Refer to 000005074

100

If package is not picked up after seven (7) business days, it is returned to the package center to be returned to the shipper.

If package is not picked up after seven (7) calendar days, it is returned to the package center to be returned to the shipper. Refer to 000007253 

100

How will you proceed if the package was delivered to a UPS Access Point location after receiving the Couldn’t ADL PLD DND ALLOW attempt scan and DCR is not available in IVP?

Create an AR case. Refer to 000007678


100

Can you still enter a DCR for a package that has a PKG AGING AWAITS PU scan? 

Yes. If the customer still wants to retrieve the package, you can still enter a DCR.

100

If a customer is interested in becoming a UAP, you will _____.

Send the Request to be a UPS Access Point  email template 

Refer to Request to be a UPS Access Point 

200

Articles or substances which are capable of posing a risk to health, safety, property or the environment when transported are acceptable in the UPS Access Points as long as the shipper has special shipping considerations with UPS. True or False?

False. Refer to 000005074

200

What does the IVP exception scan PKG AGING indicate?

PACKAGE REACHING AGED DATE

Refer to 000005117

200

What is your next step if the package has been held beyond 7 days and scans do not indicate that the package has been picked up by the delivery center? Customer wants to make arrangements to receive package.

Create an AR case. Refer to 000007680 

200

A customer is informing you that the name of the UPS Access Point on ups.com is no longer updated, you will _____.

A customer is informing you that the name of the UPS Access Point on ups.com is no longer updated, you will create an AR case. Refer to 000004961

200

What does the IVP exception scan NI1 ALT DEL indicate? 

NOT IN ON 1ST DELIVERY ATTEMPT; DELIVERY TO BE MADE TO A NEARBY UPS ACCESS POINT 

Refer to 000005117 

300

Provide three package types that are not eligible for delivery to a UAP.

  • COD packages
  • High value packages (Declared Value over 4,999.99 USD)
  • Packages over 20 kilograms / 44 pounds
  • Oversize packages (over 80 cm / 32 inches in length or 330 cm / 130 inches in length and girth combined)
  • Dangerous Goods
  • Shipper restrictions
  • Early AM, UPS Premium Care, Returns Exchange and SurePost packages
  • Other packages based on driver’s discretion (large multiple piece shipments or tires, etc.)

Refer to 

000005102

300

When the _____ scan appears directly after the PKG AGING AWAITS PU scan, a DCR cannot be processed

When the PKUP AGE OUT scan appears directly after the PKG AGING AWAITS PU scan, a DCR cannot be processed.

Refer to 000007264 

300

If after clicking the Not@Home Eligible button in IVP, you identify that the package in transit to a residential address is not eligible to be held for pickup at a UPS access Point, you will _____.

If after clicking the Not@Home Eligible button in IVP, you identify that the package in transit to a residential address is not eligible to be held for pickup at a UPS access Point, you will explain or offer the standard delivery cycle. Refer to 000005122

300

Once 7 calendar days have expired, the system automatically enters a _____ scan.

Once 7 calendar days have expired, the system automatically enters a PKG AGING AWAITS PU scan

300

If a personnel from the UPS Access Point has reports equipment issues, you will _____.

If a personnel from the UPS Access Point has reports equipment issues, you will redirect the customer to ECTS

400

Do UPS Access Points accept packages with import charges due?

No. There are no Access Points currently accepting packages with import charges due. Refer to 000005094

400

Which column in IVP indicates that the package has been picked up from a UAP location?

Packages that have been picked up from a UAP location receive an additional delivery scan along with the customer’s name in the Status field. Refer to 000007253 

400

The scan shows that the package has already been delivered the UPS Access Point. If you will enter a Redeliver to My Address DCR in IVP, the package will be delivered back to the original address within _____.

The scan shows that the package has already been delivered the UPS Access Point. If you will enter a Redeliver to My Address DCR in IVP, the package will be delivered back to the original address within two business days. Refer to 000004996

400
Provide the steps on how to look for the UPS Access Points drop off locations in CEC.
  • From the CEC I want to...menu, select Find a Location
    • Links to Find Locations on ups.com 
  • Enter the customer's address
  • Select Find a drop off location
  • Click the Find button
  • Provide the required details - location name, address, hours of operation, and directions
    • Based on the customer’s needs, provide the pickup days and latest drop off times
  • UAP will provide a receipt to the customer at drop-off
400

Customer reports that a fee was charged to hold their package at the UPS Access Point. What is your next step> 

Create an Assistance Required case. Refer to 000004961

500

What are the identifications required when a residential consignee is picking up a package at a UPS Access Point?

  • Only named consignee can pick-up package
  • 2 Valid (current) government issued photo identification from the list below
    • ID must be in physical form and handed to you for your verification
    • Photocopies or pictures of ID are not acceptable
      • Driver’s license
      • Provincial Photo ID card
      • Canadian or foreign passport
      • Canadian military card
      • Native Status card
      • Canadian health insurance card
  • Name and complete address (with unit or apartment number) on the ID must match the full name and address on the UPS label
  • If neither of the 2 IDs have a matching address, a current utility bill is also required
  • The address (with unit or apartment number) on the bill must match the address on the UPS label

Refer to 

000005423

500

What are the pieces of information do you provide to the customer once the package is delivered to a UPS Access Point?

  • Provide the customer with the Pickup Up from Retail By date
  • Provide ID Requirements for picking up the package
  • Provide the name of the location and hours of operation (available in the Status field)
  • Link is also available from the Delivery and Delivery Attempt Detail screen

Refer to 000007252 

500

What is your next step if the customer requests to hold the package at UAP for more than 7 calendar days?

Create an AR case to see if the arrangements can be made. Refer to 000007677 

500

If a customer indicates that a shipment was delivered to a UAP, but picked up by someone other than the intended receiver, you will _____. 

If a customer indicates that a shipment was delivered to a UAP, but picked up by someone other than the intended receiver, you will refer the caller to Claims on ups .com

Refer  to 000005034 

500

When a package was delivered to the UAP and the location cannot be found in the Find Location tool, you will _____. 

Create an Assistance Required case. Refer to 000004961