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JOB AID MEISA CS, Jan 2017 Alternative Delivery Options

Alternative Delivery Option PortalScheduled Launch Date: February 18th, 2017

Starting February 18th, 2017 FedEx Express will launch the Alternative Delivery Option Portal for Phase 2 countries which will allow recipients of residential deliveries to receive notifications on the planned delivery of their shipments and provide them with options to change the planned delivery via self-service options available online.

The platform is currently available in following countries under the internal name BRDIGE/ARMADA:

Europe NA/LAAustria Ireland ArgentinaBelgium Italy BrazilCzech Republic Luxembourg Canada (FXE only)Denmark Netherlands ChileGermany Poland MexicoFinland Spain Puerto RicoFrance United Kingdom ColombiaHungary Russia

With the February 18th , 2017, phase 2 launch, the platform will be expanded to the following countries under the internal name BRIDGE:

MEISA APACIndia South KoreaUAE JapanBahrain TaiwanKuwait New Zealand

AustraliaSingapore

Scheduled Launch Date:

BRIDGE will launch in a phased approach. MEISA countries in Phase 2 are; India, UAE, Bahrain & Kuwait – February 18th, 2017

For the launch, FedEx will be doing a soft launch. No mass recipient communication will be issues. URL to access Alternative Delivery Option Portal will be: www.fedex.com/in/delivery; www.fedex.com/ae/delivery; www.fedex.com/bh/delivery; www.fedex.com/kw/delivery once live.

Controlled document. Contents subject to change. Printed and other static representation of this document are classified for reference only.

Source: Email from Hussein Zahra Issue Date: January, 2017Created by: Hussein Zahra of 20

http://www.fedex.com/kw/delivery

http://www.fedex.com/bh/delivery

http://www.fedex.com/ae/delivery

http://www.fedex.com/in/delivery


What Shipments Will Be Eligible?

All domestic and international inbound FedEx Express shipments being sent to residential consignees in the above countries list will be activated in the Alternative Delivery Option Portal.

Benefits of Alternative Delivery Option Online Portal:

• An interactive service that advises recipients when their shipments will arrive while providing them the flexibility to change the planned delivery or delivery date.

• Recipients receive a suite of delivery options enabling them to customize their delivery experience.

• It’s all about convenience, flexibility, visibility and options.

• The service is free and will become the default for any shipment going to a residential recipient.

How the Alternative Delivery Option Portal Work?

• The recipient will receive a notification via email when FedEx Express picks up the shipment regarding the planned delivery.

• If the proposed delivery is not convenient the recipient can access our delivery portal on fedex.com and choose from a range of convenient delivery options.

• Any change of planned delivery is confirmed via email to the recipient.

• If the recipient requested an alternative delivery option that affects their shipments original commitment time, a delay notification will be sent.

• On the day of delivery, the recipient will be reminded that the shipment is on its way for delivery.

• The recipient will only be able to access the online portal through the included link in their notification email.

• A link to the portal will not be available on fedex.com country pages during the initial launch. URL to access Alternative Delivery Option Portal: www.fedex.com/<countrycode>/delivery . Customer must have the Token ID in the notification email to access their shipment information.



http://www.fedex.com/%3Ccountrycode%3E/delivery


Sample email customer will receive:

Sample of SMS message




Delivery Options available on the Platform:

Recipients can choose between 5 alternative delivery options to customize their delivery experience:

• Deliver as planned: The recipient can confirm that they want the shipment delivered to the original location as originally scheduled. They can also provide additional delivery instructions to assist with the delivery such as buzzer code, room #, etc.

• Deliver to my address at a future date: The recipient can reschedule delivery to the original delivery address up to five working days after the original commitment date.

• Deliver to my neighbor: The recipient can authorize the courier to deliver the shipment to a nearby address.

• Deliver to another address: The recipient can select another address to reroute the shipment

Within postal codes served by original shipment destination station for India.

Within the country for AE, BH & KW




• Deliver to a pickup location: The recipient can select a FedEx pickup location to have the shipment held for pickup. Recipients will only be able to select pickup points that are served by the same station as the original shipments destination station.

Delivery Option Availability per Shipment:

Only delivery options applicable to the shipment will be displayed. If a shipment has a Signature Services option associated with it, then the following delivery options will be presented to the recipient:

Signature Service OptionNo Signature Required

Direct Signature Required

Indirect Signature Required

Adult Signature Required

Deliver As Planned Yes Yes Yes YesDeliver on Future Date Yes Yes Yes YesDeliver to My Neighbour Yes No Yes NoDeliver to Another Address Yes No Yes NoDeliver to a Pickup Point Yes No Yes No

How Can the Customer Access the Alternative Delivery Address Portal?

The recipient will only be able to access the online portal through the included link in their notification email. In the event the customer asks you for the URL: www.fedex.com/<countrycode>/delivery . The customer must enter the Token Number provided in the notification email.

A link to the portal will not be available on www.fedex.com/<countrycode> during the initial launch. The end recipient will receive a notification when the following events occur:

Pickup: A notification of pickup and estimated delivery date, with the option to change the planned deliver via the FedEx delivery option portal

o The first pickup notification will contain the login details to access the portal. This includes the link to the portal and the unique access code used to authenticate the user.



http://www.fedex.com/%3Ccountrycode%3E/delivery


o The initial pickup notification will not include the shipments tracking # for privacy reasons. They will be able to view the tracking # once they have logged into the portal. All subsequent notifications will have the tracking number visible.

Day of Delivery: Reminds the end recipient delivery will occur on that day.

Change on Delivery Portal: A confirmation of the change made on the delivery portal.

Notification on Delivery Delay: In case of a delivery delay due to a change made on the portal, which affects the original shipments commitment time, a pre-notification will be sent to the recipient.

These notifications are sent independently from any other FedEx notifications. So there is a chance that recipient’s might receive duplicate notifications if other FedEx notifications have also been selected for the shipment.

Languages Available

The Alternative Delivery Option Portal will be available in English. All notifications sent via email and SMS will have the content in English.

Surcharges?

The service is free to use. Recipients and Shippers will not be assessed surcharges for reroutes requested through the Alternative Delivery Option Portal. However, if a recipient requests a reroute to an alternative address only not an alternative HAL by contacting Customer Service, surcharges charges may apply. Customer Service will proceed to open a Trace/Case in 1Source and advise the customer of the potential charges. If the reroute request is to an address outside the province, transportation charges may apply as well as a new air waybill must be completed.

FedEx Pick up Point (HAL):

• If a shipment is rerouted to a FedEx pickup point, the Alternative Delivery Option Portal will not send a notification to the recipient that their package is ready for pickup.

• The HAL scan at the FedEx pickup point will trigger call that will inform the recipient that their package is ready for pickup and what information they will need to bring with them to pick up the shipment.




• All FSC, WSC, and HAL capable FASC’s will be available in the platform for recipients to reroute their shipments to. This option is not available to Customer Service at this time but will be available through the online platform.

• Any pickup location that is served by an ODA (Out of Delivery Area)/Agent Served station will not be included in the platform.

• Recipients will only be able to select FedEx pickup point locations that are served by the station that the shipment was original destined to.

If no pickup points are available, the option to reroute to a FedEx pickup point will be removed for that shipment.

Important Notes:

Alternative Delivery options are limited to select destinations.

Shipments that were originally sent to an ODA (Out of Delivery Area)/Agent Served station will not have delivery option notifications sent to them and will be excluded from the platform.

The recipient can change their delivery option up to a maximum of 3 times in India/Bahrain & Kuwait and 2 times in UAE. Every time a new delivery option is selected, the previous delivery option will be cancelled. If a recipient would like to make further reroute requests after they have maxed out their online requests, they will need to contact customer service. Applicable surcharges and transportation charges will apply for reroutes made through Customer Service.

After an alternative delivery option has been selected, the user will need to login again to update the request. When a new alternative delivery option is selected, the previously selected option will be cancelled.

The recipient can make delivery option requests up to the station inbound (SIP) scan on the shipment at the original destination station. If a recipient would like to make further reroute requests after this point, they will need to contact customer service to do so. Applicable surcharges charges may apply for reroutes made through Customer Service. If the reroute request is outside of the province a new air waybill may need to be completed and transportation charges may apply.

If a user enters incorrect login details 3 times successively, their IP address/login details will be locked out of the system for a period of 30 mins. They will be able to log back into the system after the waiting period.

The Alternative Delivery Option Portal utilizes the “Company Name” field for the consignee of a shipment to determine residential status.




Shipments created on all automation platforms are supported.

The shipper will need to provide the recipients email address and also follow the residential shipment identification rules noted above to ensure the Alternative Delivery Option Portal sends a notification to the end recipient. B2B shipments and shipments originally destined to ODA (Out of Delivery Area)/Agent Served stations will not be eligible for the service. The platform is available to all FedEx Express international/domestic shipments within these countries.

If a recipient selects a delivery option request on the Alternative Delivery Option Portal, the FedEx Money-Back Guarantee will be void (if applicable).

For multiple piece shipments, only a single Alternative Delivery Option notification will be sent to the recipient for the entire shipment. Operations will process these shipments according to the SOP in place.

If a recipient requests an alternative delivery option on a shipment that has duties and taxes due, Operations will follow current SOP’s to collect the fees

Difference between Customer Service Reroutes and Alternative Delivery Option Portal Reroutes

All reroutes requested through Customer Service will be processed through the Trace/Case process utilized today. All requests made through the Trace/Case process in 1Source may be assessed a surcharge fee. See Question 13 in the FAQ’s. The customer must provide Customer Service with the tracking number. Customer Service will not be able to retrieve the tracking number with the Token number provided in the email notification sent to the recipient. If the recipient does not have the tracking number, attempt to locate tracking number using Advanced Search, if not successful advise caller to contact shipper. At this time Customer Service does NOT have access to the online Portal and any request put through by Customer Service may incur charges and will require a Case/Trace.

All reroutes requested through the Alternative Delivery Option Portal are processed through an internal system. No Trace/Case will be displayed in 1Source or EOPS. There will be no call back from a Trace Agent. The system will print a label and that label will be applied to the shipment. 1Source Tracking will display a RR SCAN indicating that the customer has used the Alternative Delivery Portal to make an on line change. If the delivery change request is to another address the courier will apply a manual COMMENT SCAN 29 with the new address. The new address can also be viewed in the SCAN HISTORY window in 1Source. If the Reroute request is to a FASC/FSC/WSC , the location ID will be displayed in the RR SCAN in Scan Overview Table The Retail Location information including location ID and address can be viewed in the Scan History Window.




Regardless of the reroute method utilized, the most recent reroute request should be processed for the recipient.

How to determine if a Reroute Request was put Through Using the Alternative Delivery Option Portal in 1Source?

Below is an example of a scan that shows up in 1Source tracking when an alternative delivery option is selected:

If you see any “RR” scan for the shipment that confirms that a reroute request was made on the Alternative Delivery Option Portal.

Since Customer Service will not have access to the Alternative Delivery Option Portal at launch, you will not always be able to infer what delivery option was selected by the Recipient. The recipient may login to the portal to verify the latest alternative delivery option they have selected.

Shipment rerouted to a New Address:

The new delivery address will be displayed in Scan History.




Shipment rerouted to a FASC/WSC/FSC:

The Location ID and address will be displayed in Scan History.

Operations will be entered a Manual Comment STAT 29 Scan indicating what reroute address the customer requested. If it is to a neighbor or completely new address the courier should indicate in the STAT 29 scan.

Customers Requesting to Opt Out of Alternative Delivery Option Portal

The recipient can opt-out of receiving delivery option notifications by following the instructions on the communication they receive. If the recipient wishes to opt back into any of the services they must request this by visiting the Alternative Delivery options portal.




*MEISA will not have “Deliver as planned to a secure place”, as a delivery option

All shippers by default are opted-in to the Alternative Delivery Option Portal service. If a shipper only wants to be opted-out of the Alternative Delivery Option Portal service, the shipper will need to contact customer service and place a request.




Frequently Asked Questions (FAQ’s)

Q1: Why don’t my login details allow me to access the online delivery option portal?

A1: Inform the recipient that the unique token code is case sensitive and ask them to try logging in again. Do NOT ask them to provide you with their login credentials. This is a privacy concern.

This means they have been locked out of the system for trying to login 3 times prior with the incorrect details. Their IP/login credentials will be locked out of the system for a 30 min period. They can try logging in again after the waiting period. If they are still not able to login with the correct login details, this may be a defect. Email the product owner at [email protected] with a summary of the issue and the recipient’s email address where they received the message so that this



For AE, BH & KW, original destination city delivery

address name will be asked


may be logged as a defect. You may continue to fulfill the customer’s reroute request following the steps outlined in Q13.

Q2: What’s the contingency plan when BRIDGE is having system outage?

Landing Page Access IssueThe issue was categorized as SYSTEM CRITICAL if the BRIDGE landing page cannot be accessed. CS Reps required to check the access of www.fedex.com/ xx /delivery [where “xx” is the country code] to confirm the issue.

Escalation MethodReps should report the issue by either way below,Email: [email protected]: +322-752-6666 (24x7 Support)

Suggested Verbiage for below scenarios Both Customer and Reps cannot access BRIDGE website, Server Outage.“We regret that the system is currently experiencing technical issue and is unable to receive your delivery change request. We have raised the issue with the concerned team.”

Q3: Why am I not seeing all of the delivery options on the online portal?

A3: Only delivery options applicable to the shipment will be shown.

If a shipment has a Signature Services option associated with it, then the following delivery options will be presented to the recipient:

Signature Service OptionNo Signature Required

Direct Signature Required

Indirect Signature Required

Adult Signature Required

Deliver As Planned Yes Yes Yes YesDeliver on Future Date Yes Yes Yes YesDeliver to My Neighbour Yes No Yes NoDeliver to Another Address Yes No Yes NoDeliver to a Pickup Point Yes No Yes No

Q4: Why did I not receive a delivery option notification for my shipment?



mailto:[email protected]

http://www.fedex.com/xx/delivery


A4: Currently only FedEx Express shipments going to a residential address within IN, AE, BH & KW (both domestic and all international inbound) and where the shipper has provided a recipient’s email address will have a delivery option notification sent to the recipient.

The platform utilizes the “Company Name” field to identify the shipment as Residential. If the shipper mistakenly fills in the “Company Name” field when creating the shipment, a delivery option notification would not be sent. Any shipments going to an original destination that is a served by an ODA (Out of Delivery Area)/Agent Served station, will not receive a pickup notification email and will be excluded from the service.

Q5: How can I opt-out of delivery option notifications?

A5: The recipient can opt-out of receiving delivery option notifications by following the opt-out link at the bottom of the delivery notification email or the opt-out link on the portal. Currently customer service cannot opt-out recipients on their behalf. Recipients should note that if they opt-out of delivery option notifications, they will not be able to opt back in to the service.

Q6: I opted out of delivery option notifications, how can I opt back in?

A6: Currently, there is no functionality to allow recipients who have opted out of the delivery option service to opt back in.

Q7: As a shipper, how can I opt-out/in to the Alternative Delivery Option Portal service?

A7: All shippers by default are opted-in to the Alternative Delivery Option Portal service. If a shipper only wants to be opted-out of the Alternative Delivery Option Portal service, request the shipper to contact their Account Executive with their request. Their Account Executive will send an email with the shippers request to product owner. Inform the shipper that once their request is received it will be processed and implemented into the system at the next update cycle which is currently monthly. Their recipients will continue to receive alternative delivery option notifications until the updates are implemented.

Q8: What information does a shipper need to provide if they want their residential recipients to receive delivery option notifications?

A8: The shipper would need to provide the recipients email address and also ensure that the “company name” field is left blank. Only residential shipments are eligible for alternative delivery option notifications. B2B shipments are excluded from the service.

Q9: Which FedEx automation platforms support alternative delivery option notifications?

A9: All FedEx automation platforms will support alternative delivery option notifications.

Q10: Which FedEx Services will be supported on the Alternative Delivery Option Portal?




A10: All domestic and international inbound FedEx Express shipments to residential recipients will support be supported. FedEx Ground is currently excluded from this program.

The available alternative delivery options will vary per shipment. Please see Q3 for options available.

Q11: What languages will the Alternative Delivery Option Portal support?

A11: The delivery option portal and notifications will be available in English.

Q12: What is the cost to use this service?

A12: The service option is available free of charge to both shippers and recipients. Any reroutes requested by the recipient will not be charged back to the shipper if the recipient made the request through the Alternative Delivery Option Portal. If the recipient calls into Customer Service and requests a reroute, then the standard SOP will apply and the shipper will be assessed an address correction surcharge and any applicable transportation surcharge.

A13: Can a Customer Service Representative make a reroute request or cancel a request through the Alternative Delivery Option Portal on the recipient’s behalf?

A13: No. This is currently not possible. If a recipient has received an alternative delivery option notification email, it is highly advisable that they make their own reroute requests through the portal, as if they use both the portal and the CSR to make a request, there is a chance that their latest reroute request might not be fulfilled.

If a recipient would prefer to have the CSR make/cancel a reroute request through a new case/trace in 1Source, follow the procedures below:

• Ask the recipient if they have the tracking number for the shipment and verify that the recipient has not made a request on the Alternative Delivery Option Portal.

• If the recipient does not have the tracking number, inform the customer that you cannot create a reroute request. They can request the tracking number from the shipper and contact Customer Service again. The original alternative delivery option pickup notification email does not have the shipments tracking number due to privacy issues. The recipient can also login to the Alternative Delivery Option Portal to view the tracking number.

• Verify 1Source Tracking to determine if there is a scan similar to the below:




• If you see the above scan for the shipment in 1Source Tracking, this means a reroute request has already been made by the recipient using the Alternative Delivery Option Portal. Inform them that the new request you will be creating will override the previous request they made on the delivery option portal. Follow standard SOP’s to create a case/trace for the reroute request. Address correction surcharges and any applicable transportation surcharges will apply as this request was not made through the Alternative Delivery Option Portal. Inform the recipient that if they make a future delivery option request on portal, it may override the current request you just created through a trace.

• If the recipient has not made a request on the Alternative Delivery Option Portal, follow standard SOP’s to create a case/trace for the reroute request. Address correction surcharges and any applicable transportation surcharges will apply as this request was not made through the Alternative Delivery Option Portal. Inform the recipient that if they make a future alternative delivery option request on the portal, it may override the current request you just created through a trace.

Any time a trace is created to reroute a shipment, there is a chance that it might not be fulfilled depending on the shipments location within the network. If the trace cannot be fulfilled the latest delivery instructions prior to the trace will be used for delivery.

Q14: How many times can a recipient request delivery option changes on the Alternative Delivery Option Portal?

A14: The recipient can change their delivery option up to a maximum of 3 times in India/Bahrain & Kuwait and 2 times in UAE. If the recipient as reached the maximum number of delivery option attempts, they will see the message below on the portal:

Each time they request a new delivery option, the previously selected delivery option will be cancelled. If a recipient requires updates to their alternative delivery options after they have exhausted their online attempts, follow steps outlined in Q13 to create a case/trace for the new reroute request. Advice customer that the payor may be assessed an address correction surcharge and any applicable transportation surcharge.

Q15: How many alerts will the end recipient receive?

A15: The end recipient will receive an alert when the following events occur:

• Pickup: A notification of pickup and estimated delivery date, with the option to change the planned deliver via the FedEx delivery option portal



Delivery options are no longer available for the shipment. For assistance, please call FedEx Customer service 1800*******


o The first pickup notification will contain the login details to access the portal. This includes the link to the portal and the unique access code used to authenticate the user.

o The initial pickup notification will not include the shipments tracking # for privacy reasons. They will be able to view the tracking # once they have logged into the portal. All subsequent notifications will have the tracking number visible.

• Day of Delivery: Reminds the end recipient delivery will occur on that day.

• Change on Delivery Portal: A confirmation of the change made on the delivery portal.

• Notification on Delivery Delay: In case of a delivery delay due to a change made on the portal, which affects the original shipments commitment time, a pre-notification will be sent to the recipient.

Q16: Up to when can a recipient make a delivery option request on the Alternative Delivery Option Portal?

A16: A request can be made up until the Station Inbound Package scan (SIP) for India and VAN scan for AE, BH & KW at the original destination station that the package was being sent to. The recipient will see the following message when they can no longer make delivery option requests on the online portal:

After this point no further delivery options can be made on the Alternative Delivery Option Portal. A customer requesting further reroutes will need to contact Customer Service. Follow steps in Q13 to create a Reroute request. Advice customer that the payor may be assessed an address correction surcharge and any applicable transportation surcharge.

Q17: Why can a recipient only see a limited number of FedEx pickup points on the Alternative Delivery Option Portal?

A17: Only FedEx pickup points that are served by the shipments original destination station are available for recipients to reroute to.

A18: Why can recipients see more retail Hold At Location (HAL) points on the delivery portal than the Customer Service Reps can in 1source?

A18: The online portal allows recipients to select all FSC’s, WSC and select FASC locations. Customer Service currently can only make requests for HAL to FSC’.



Delivery options are no longer available for the shipment. For assistance, please call FedEx Customer service 1800*******


Q19: I entered specific instructions in the “additional delivery instructions” field on the portal. Why were those directions not followed?

A19: The information entered in the “additional delivery instructions” field is used to assist the Courier in making a successful delivery. It is the Courier’s discretion on whether or not they are able to comply with the instructions.

Q20: I tried logging into the online delivery portal and it says I have been locked out. When can I login again?

A20: After 3 unsuccessful login attempts, the system will block the users IP address and login details for a 30 minute period. The user can try to login again after this waiting period with the correct login details.

Q21: I deleted the email message with my login details; can you please resend it to me?

A21: Currently there is no method of sending a recipient a copy of their original notification with their login details for the Alternative Delivery Option Portal. If a recipient still requires a reroute, please follow process in Q13 to create a Reroute Request in 1Source. Advice customer that the payor may be assessed an address correction surcharge and any applicable transportation surcharge.

Q22: I am having trouble logging into the portal; can you please create a reroute for me?

A22: In this case a recipient has notified you that they have received the delivery option portal login details and are not able to login due to an issue (i.e. technical, user error, etc.). Verify with the customer if they are filing in the correct fields on the login portal:




Due to privacy reasons the initial notification email that the recipient would have received from the Alternative Delivery Option Portal, will not have the tracking number. You will need to inform the recipient that you will not be able to create a reroute unless they can provide the tracking number. If the customer can provide the tracking number, open a case for a Reroute Request in 1Source and follow steps outlined in Q13. Advice customer that the payor may be assessed an address correction surcharge and any applicable transportation surcharge

Q23: Will a CSR be able to see a recipients login details for a shipment?

A23: No. The CSR will not be able to see the recipient’s login details for privacy reasons. You also should NOT request to see this information from the recipient.

Q24: I am a shipper and I have been charged for a reroute that my recipient requested on the Alternative Delivery Option Portal; that I did not authorize. Why am I being charged?

A24: A shipper should not be charged any surcharges or transportation charges for any reroutes that are processed through the Alternative Delivery Option Portal by the recipient. If the payor has a billing issue, create a Query case in 1Source New Case.




Q25: Why doesn’t the pickup notification email have the shipper’s name or Air Waybill/tracking Number?

A25: Due to privacy reasons, the air waybill number will not be shown on the initial pickup notification email sent by the Alternative Delivery Option Portal. The recipient can login using the credentials they received in the pickup notification email to view the shipments air waybill number on the delivery option portal. Currently the functionality to include the shipper’s name has not been implemented into the platform.

Q26: What do I do if I have reviewed the FAQ and the customer is experiencing an issue with the portal that I am not able to address?

Q26: If you have reviewed the FAQ and the customer is experiencing a technical issue that you are not able to address, send an email to the product owner. You can continue to process the customers reroute request following the instructions in Q13. Advice customer that the payor may be assessed an address correction surcharge and any applicable transportation surcharge.

Q27: Why can I not see the option to “Deliver to a FedEx Pickup Location”?

A27: If the recipient had previously selected a FedEx pickup location to reroute to, they will not see that option again for that shipment.

Also, if no nearby FedEx pickup locations are available for a shipment, the “Deliver to a FedEx pickup location” option will not be visible.



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