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FedEx have expanded functionality of their Support Hub, meaning we are now able to raise tracking queries and delivery disputes through the portal as well as requesting an RTS.
Support Hub - Login
Email address - couriers@schuh.co.uk
Password - FedExTracking5
Once you have entered the login details, you will be sent an email (to couriers@schuh.co.uk which will be in the AUTORESPONSE folder under the FedEx header) with a verification code which you need to enter to get in to the portal.
DELIVERY QUERIES
Click on the ‘Start Request’ drop down or scroll down to the ‘Package Research’ section of the home page and you will be shown the below options.
‘Disputes Delivery’ for parcels showing delivered but the customer is advising they have not received the delivery.
‘Delivery Issue’ for parcels that have not been delivered but there is an issue or address change to be made.
We then need to fill out the form with:
Tracking Number
A description of the issue, including a note of the weight of the parcel & selling price
the company name
contact name (your name)
Contact Phone (will be 0207 100 1515)
Confirm we have checked the proof of delivery
Confirm the customer has checked around their property
Confirm the customer has checked with other people in their household
Confirm the customer has checked with their neighbours
Exterior Description (packaging)
Content Description
Merchandise Value (Cost Price)
Currency (GBP)
Customer Ref (order number)
Then click ‘Next’.
You will then be shown a summary of the information you have entered, and you can either click ‘Back’ to amend any of the information or ‘Submit’ to raise the query.
If the customer is disputing more than one delivery, you can raise the query for all of the consignment numbers on one form.
You will then see a ‘Submitted’ page with a request reference number (#SFC20732037). Please make sure you log this reference, we need this to track replies from FedEx.
Replies will be emailed into the couriers@schuh.co.uk inbox with the reference number as the subject. You can then reply via email if any follow up is required.
RETURN TO SENDER REQUESTS
Select ‘Start Request’ which will open a drop down menu. Select ‘Shipment Change’. This will take you on to the ‘Explore shipment change services’ page, click on ‘Return to Sender’.
Enter the FedEx tracking number and click ‘Next’. A review page will be displayed, please click ‘Submit’.
A confirmation page will be displayed with a SFC reference, please log this and continue to monitor the return via a user alert.
In most instances we will not receive any further updates about the return to sender so please ensure you set a user alert and monitor the tracking for updates. The Depot will return the parcel and it will then be processed by the Returns Team in the Warehouse.
Occasionally an email may be sent in looking for more information or to confirm the Depot are working on the request. If you pick one of these emails up, please log it and ensure there is an RTS alert set to monitor the parcel coming back.
Remember to pick up any email notifications we do receive. Mark them complete and move them to your FedEx folder.
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