Delivery Issues

1. If a customer called in and said FedEx reached out to them to change the delivery address on their order we can do that by filing a case with FedEx as they only allow the sender to make changes on the delivery.

• When filing the case select Shipment Change > Address Correction.

2. If the customer requests for the Address or Delivery time to be changed follow the steps below

• Reach out to FedEx Premier.

• The customer can call FedEx directly at 1- 800-463-3339 and have this done. They need to have their tracking number(s) and shipping address ready.

• There is a $22.00 per box fee for changing the address or delivery date.

• Send the "Address/Delivery Time Change request" macro to the customer if the order is on "Shipped" status.

Good Morning / Afternoon 

Thank you for contacting Briggs & Riley. Please note that your order is in the process of shipping. We would be more than happy to assist you with an  *(address or time/date of delivery) change for your order; however Federal Express does charge a fee per box for this service. 

The cost to change *(an address or delivery date) for an order that is already in the process of shipping is $22.00 per box. Please advise if you would like to move forward with the requested address change.  If so, we will send you a payment link in the amount of  $00.00.  

One other important note.  You do have the option to have your bag "held for customer pick up" at a designated Federal Express location in your area. Federal Express does not charge for this service. Please contact Federal Express directly at 1- 800-463-3339 and have your tracking number(s) ready. They will be able to assist you with this request. Please note that all shipments that are " held for customer pick up" will require proof of identity when picking up your order at the designated location. 

Please advise on how you would like to proceed with your request. 

Best Regards 

• Reach out to FedEx Premier.

• The customer can call FedEx directly at 1- 800-463-3339 and have this done. They need to have their tracking number(s) and shipping address ready.

• They can request for the order to be put on "held for customer pick up" and they can pick it up at a FedEx center near their location. This requires proof of identity when picking up the order.

Good Morning / Afternoon

Thank you for contacting Briggs & Riley. Please note that because your order has already been shipped/processed within the Federal Express system; we can no longer change the delivery address or request to hold the shipment.

You may however contact Federal Express directly through the Federal Express’s Delivery Manager link. Please click on the link below to get started.

https://www.fedex.com/en-us/delivery-manager.html

Once you click on the link you will have the option to sign up and create a Federal Express Delivery Manager account or you may login to your existing Federal Express Delivery Manager account. Once you are logged in you will have the ability to manage your shipment with Federal Express.

Please let me know if you have any additional questions.

Best Regards

• If the order is pending for delivery and is beyond the estimated delivery time file a case with FedEx to get update on the delivery.

• For orders with expedited shipping, refund the amount of expedited shipping. (Please inform Katherine Jordan before providing the refund to the customer)

• Advise customer of the result of FedEx investigation.

• If the order is deemed Lost follow the process below for Lost Order.

• Utilize the Macros below if the order is still going to be delivered to the customer.

Good Morning / Afternoon, 

Thank you for contacting Briggs & Riley. Please note that Federal Express is currently experiencing a temporary capacity issue.  A label has been created for your shipment and we are waiting for Federal Express to pick it up.  Please note that due to this capacity challenge, additional days may be required for pick up and delivery. We are actively working with Federal Express to best manage customer deliveries as Federal Express is doing everything they can to get your package to you as quickly as possible. 

 As noted above, I do see that a label was created for your order and that the tracking number for your order shows the label created on the Federal Express website. Please check back periodically on the Federal Express website for updates.  

Good Morning / Afternoon 

We are sorry to hear that the Federal Express Delivery date has been modified on your order.   Please note that at times carriers may experience changes in expected delivery dates/times due to weather or other unforeseen circumstances . We do apologize but unfortunately Briggs & Riley does not have any control of this. For additional information we recommend that you contact them directly at 1-800-463-3339 should you need additional information. We do  recommend that you have your tracking number handy to reference your shipment.

Best Regards

If an order is deemed lost and can no longer be delivered to the customer follow the steps below.

• File a claim with FedEx

• Create RA for the order incase it gets returned to the warehouse.

• Fill out the form found in the SHIPPING LOSSES spreadsheet.

• Offer the customer a refund or redelivery

  • If customer choose refund, email eFinance to process the refund and provide them the Order Number, PO Number, FedEx claim number and RA number.

  • If customer choose redelivery, create a no charge order in AS400 and put the FedEx claim number in the notes.

 If a customer complain about stolen or missing order that was tagged as delivered advise them of the things to do below and file a Case with FedEx.

•  Check with Neighbors: In some cases, packages might be left with neighbors for safekeeping. Please check with them to see if they received the package on your behalf.

• Contact the Carrier: Reach out to the delivery carrier (e.g., UPS, FedEx, USPS) to report the theft. Provide them with your tracking number and details of the situation. They may be able to initiate an investigation.

• File a Police Report: Consider filing a police report to report the theft. Provide them with the necessary details, including the order number and any additional information you may have.

Dear ________________

    Thank you for contacting Briggs & Riley.  We are sorry to hear about the issue that has occurred with the delivery of your order. 

     Please fill out the below attached form with all of the information that is required on the form. Once the form is completed; please submit it to customer-service@briggs-riley.com (Subject Line: Completed Delivery Issue Form) . 

     Once we receive the completed form; the CX team will contact Federal Express with all of the information that you have provided.  The CX team member will be in contact with you as quick a possible with either next steps , a proposed resolution or an update on the delivery of your order.  

   Please also note that each missing or lost carton must be assigned a case number by Federal Express as they do require up to 48 business hours to research a case. 

    We do understand how important your order is and as soon as the CX representative has updated information from Federal Express regarding your order/carton , we will get back to you as quick as possible. 

Best Regards 

Dear __________________

Thank you for contacting Briggs & Riley.  We have received your Delivery Issue Form. 

Please note that we will contact Federal Express within 2-6 business hours upon receipt of this form.

A Briggs & Riley representative will follow up with you on this issue within 1 business day. 

Best Regards