FedEx

Order Tracking

Track orders in the link below

USER ID Briggs11788

PASSWORD Solo90670

You will see a pop-up window asking for a 4-digit verification.
On the next window, check the agree box.
The below window will appear. (The FedEx Premier Customer Experience Portal window)

Once in the package research window, choose the appropriate option.
Once you have chosen the appropriate option, fill in the required information. (Below is an example of the “Disputes Delivery” option)

Once this information is entered in the portal an automated Case number will be created.
You will receive a case number via e-mail almost immediately (see below for example)

Go into Zendesk and retrieve the ticket associated with the issue.
Reply to the consumer via e-mail in the ticket that their information has been submitted to Federal Express and that their case number is ****** Let them know to please allow Federal Express 24- 48 hours to investigate the issue.
Federal Express will update all the information in the portal, and they will also send you an e-mail (e-mails will be sent by Federal Express throughout the investigation process)
**Important note : You can see your cases and the company cases under “ Request History” (see below for example)

Once Federal Express has completed the investigation of the case ; please move forward with providing the customer with the information via e-mail in the same ticket and options if applicable.
If Federal Express is at fault. They will direct you to file a claim on the Federal Express Portal
Once the customer has been contacted and a resolution has been put in place, log into the Federal Express issues spreadsheet on the CX drive to document this claim/ order.

2. From the dropdown option select File a Claim

3. On the next page click on the box that says START A CLAIM.

4. Enter the tracking number of the order with issue and select the appropriate Claim Type from the dropdown option.

This error message with show up if a Claim has already been filed on the entered tracking number.

Shipper

Name/Contact: Put your name
Phone Number: Enter the customer service phone number and the customer phone number

Claim Details

Item Description: Name of the product
Unit Cost: Price of the product
Quantity: How may units are getting filed for a claim
Shipping Cost: Can be found on AS400 (Order Inquiry - Enter Order Number - Press F5 and then F2 - the cost is shown under Frt Actual)

Customer Reference Number: Ticket Number/AS400 Order Number
To facilitate claims processing, please select the item that best describes your shipment: Select description that matches the product

Additional Comments: Enter a few details regarding the claim reason

Photos and Proof of Value: Upload screenshot of AS400 and Shopify order page

Change the email address on the next page to your email address or the email address of the person in charge of the Claim so that they will get updates for the claim.
Press Continue on this page and Submit on the next page to complete your Claim.

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