TIG RPI

Internal Standard
Operating Procedures
 Remote Pickup Inquiry RPI ​

Remote Pickup Inquiry -RPI-​ 1

How it works​ 1
Standard vs. Three Country RPI​ 1
Remote Pickup Inquiry Representative Role​ 1
Customer Service Responsibilities​ 2
Express vs. Ground​ 2
Who can request RPI case by email​ 2
Parties involved​ 3
General Information​ 3
RESOURCES​ 4
CED​ 4
Label​ 5
RPI form​ 6
Body of the email​ 7
Commercial Invoice​ 7
Attached emails​ 7
RPI Non-Applicable Documents​ 8
Resources For The Shipper​ 8
Resources For The Recipient​ 8
RECOMMENDATIONS​ 9
Duplicate Cases​ 9
The Commercial Invoice​ 9
Closing Cases after 5 minutes and before 20 minutes​ 9
Assign a case to yourself - APAC only​ 10
Not Keep a no maintenance case more than 10 min​ 10
Editable formats or documents​ 10
Pick up 3 business days in advance​ 10
International Deferred Freight​ 10
Countries with zip code/postal code mandatory​ 11
APAC countries​ 11
 Pending labels​ 11
List of some locations​ 11
Important information about the services.​ 12
Invalid label for China​ 12
Pickups in Canada, Puerto Rico, U.S. and U.S. Virgin Islands​ 12
RPI CASE​ 13
Process an RPI case​ 13
3. Open an RPI case with Tracking Number (Label was provided).​ 13
4. Open an RPI case without Tracking Number (when completed RPI form was provided)​ 27
Transferring and assigning the CEBS case - China or Pakistan only.​ 39
Master AWB or Multi-piece shipments.​ 46
Third Party Cases section.​ 47
Case Time Response​ 48
Verification process​ 48
Credit Status​ 49
Case Type Status​ 50
Recipient Email Address​ 52
Label Cancelled​ 53
Locations​ 54
Extra Time​ 56
How to fill the case tracker form​ 56
SF case status - Awaiting Update​ 57
NOTES​ 58
Structure of Notes​ 58
How to fill the notes​ 59
Where to find (PO. REF, INV) For Notes​ 59
How to add PO, REF and INV in notes​ 60
Purchase Order # (PO info):​ 60
Reference # (REF info):​ 60
Invoice # (INV info):​ 61
Invoice Number in a different language​ 62
Additional Information In The Commercial Invoice​ 62
Shipper Contact (different from the label)​ 63
Shipper Generic Email Address​ 63
Same Shipper/Recipient Email Address (provided by the Requestor)​ 65
Same Email Shipper /Recipient/Requestor (RPI form Edition).​ 65
 Extension Number​ 67
Additional Info for the pickup​ 68
Additional Information For The Pickup when you have RPI form Only​ 68
Additional Info For The Pickup when you have RPI form and Label​ 70
Shipping Address.​ 71
Third Party Cases.​ 72
Double Spaces.​ 72
TEMPLATES​ 75
Normal cases​ 75
Email​ 76
Multiple cases (email)​ 77
Requestor not listed on the account​ 77
Missing information​ 78
Missing Attachments​ 78
Missing Attachments per package​ 79
Pickup in Canada, PR, VI or U.S.​ 79
The Label is cancelled​ 79
Pickup request is than 3 business days​ 80
Indicate type of weight or dimensions​ 80
Attachment document is not in pdf format​ 80
Invalid account​ 81
China cases​ 81
Overweight with label​ 82
Overweight without label​ 83
Missing zip code​ 83
SHIPPING EXCEPTION CASES​ 84
GM (China)​ 84
Lucid (China)​ 84
Lin Min​ 84
bklyn5express@[Link]​ 84
Dende Kan​ 84
Bionex (Pakistan)​ 85
FedEx support hub​ 85
Propath​ 85
Ralph Lauren​ 85
Alice James Global Cases​ 85
 Kimberly Mann - [Link]@[Link]​ 85
David Besharat - product@[Link]​ 86
For Chao Zhang Zhang - CN and HK​ 86
David Ference​ 86
Yili Zhang​ 86
Brody Wu​ 86
Jewelry prohibited from Italy​ 87
Jennifer Didat - GE Appliances​ 87
Aurum Chu​ 87
Yolanda​ 87
IstvánKovács shipper email address - Siemens​ 88
Proforma invoice (3M science applied to life)​ 88
VOCABULARY​ 90
 Remote Pickup Inquiry -RPI-

In FedEx, RPI stands for Remote Pickup Inquiry. It’s a service that allows customers to arrange
for a package to be picked up in a different country than their own.

How it works​

1.​ The shipper initiates the RPI request with FedEx, specifying the pickup location in
another country and the delivery location, either the shipper country or a third country.
2.​ FedEx, through the RPI email support team, or RPI representatives coordinates the
pickup with the shipper in the foreign country.
3.​ The package is then shipped to the designated delivery location, following the chosen
FedEx shipping service.

Standard vs. Three Country RPI

​
Standard RPI: A customer in country A requests a package to be picked up in country B and
delivered to country A.
​
Three Country RPI: A customer in country A requests a package to be picked up in country B
and delivered to a third country C.

Remote Pickup Inquiry Representative Role

A Remote Pickup Inquiry Representative is proactive in offering options to customers and

facilitating the pickup transaction, or in other words, schedule a Pick up from one country to
another always making sure the person/Company who will pay is in the US, this
person/Company is called “Payer”.

1
An RPI CEBS case is created when a customer in the US requests a pickup in another country.
RPI is not to be created for pickups in Canada, Puerto Rico and the US Virgin Islands.

The customer service rep is responsible for scheduling CIB pickups for those locations. RPI
agents are responsible for working all RPI Primary and Secondary cases from the time it is
assigned to them until the resolution and the closure of the case.

Customer Service Responsibilities

International Reps are responsible for:

●​ Verify billing account is in good standing (no cash only)
●​ Verify availability of RPI service.
●​ Go to RPI Countries Served table.

Express vs. Ground

FedEx Ground provides a more economical option for less urgent shipments. Concentrates on
ground transportation and is suitable for packages that are not time-sensitive.​
​
FedEx Express, specializes in faster, time-sensitive delivery, including overnight and two-day
options, according to FedEx. Primarily focused on air freight and time-critical shipments.​
​
As an RPI representative, we only work for Express services.

Who can request RPI case by email

​
External customers and internal FedEx personnel can request RPI cases in the email. Sales
and WSSA (Worldwide Sales Support Agents) and other Fedex personnel are authorized to
submit RPI requests on behalf of their customers.​

2
Parties involved
●​ Requestor
●​ Shipper
●​ Recipient
●​ Payer

​
General Information​

●​ A valid FedEx account number is required for an RPI or RPI Air Freight request.
●​ The shipper must indicate the billing account number on the air waybill or the payer
needs to email the automation label to the shipper.
●​ Only one pickup request per case.
●​ The origin country will contact the shipper next business day.
●​ RPI and RPI Air Freight can be created for FedEx employees using their FedEx account
number.
●​ RPI and RPI Air Freight are allowed for third party requests involving three countries (i.e. a
caller in Country A requests a package be picked up in Country B, going to Country C). This
is not to be confused with third party billing or billing within the origin or destination countries.
●​ RPI direct phone # should be provided to any customer with an open RPI Support Ticket
(1-800-580-0895).

3
 RESOURCES​

The resources are the systems, documents or attachments that you can use to complete your
tasks, in this scenario, your cases. They are where you are going to find any information that
might help you to complete your cases, as RPI you are going to use the following resources:

●​ CED.
●​ Label.
●​ RPI form.
●​ Body of the email.
●​ Commercial Invoice.
●​ Attached emails.

CED
CED is a resource where you as RPI can search information about the label and it will help you
to validate the account. The information that you can search in CED is the following:

●​ Billing Information.
●​ Account Information.
●​ Label information.
●​ Locations ID.
●​ Package status (In transit, Cancelled, Delivered).
●​ Emails (Checking the emails, reply and information provided on the body of the email). ​

[1]

[1] Image of CE Desktop from Purple ID.

[2] Image of Label as an example from the Internet.
[3] Image of RPI form in blank.
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Label
The label is known as Airway bill (AWB), it is used to get all the information needed to open a
case on CEBS. The information that you can find on the label is the following:

●​ Billing Information (Account number).

●​ Shipper’s Information (Name, Company, Address, Phone Number,etc).
●​ Recipient’s or Consignee Information (Name,Company, Address, Phone Number, etc).
●​ Package Information (Weight, DMs, Number of packages, Commodity, Value).
●​ Reference Information (Invoice, Purchase Order and Reference number).
●​ Service Type (International Economy, International Priority, International Economy
Freight, International Priority Freight, International First, International Connect Plus, etc).

[2]

[1] Image of CE Desktop from Purple ID.

[2] Image of Label as an example from the Internet.
[3] Image of RPI form in blank.
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RPI form
RPI form or RPI Letter of Instruction is one of the resources that contains all the necessary
information to open an RPI case. Most of the time, the label comes with an RPI form and it is
used to collect additional information like the following:

●​ Shipper’s email address.

●​ Shipper’s contact information.
●​ Dimensions.
●​ Package ready date and time.
●​ Recipient’s email address.​

[3]
[1] Image of CE Desktop from Purple ID.
[2] Image of Label as an example from the Internet.
[3] Image of RPI form in blank.
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Note: RPI form and LOA are totally different between them. The LOA does not authorize us to
open an RPI case. There are different RPI forms that customers usually use to request a case
and sometimes it depends on the country it comes from. We can open the RPI case with any of
those whenever it comes with the mandatory information, but the one that is the US RPI form is
the one [3] above.

Body of the email​

The body of the email it’s the first screen that you are going to notice when you open the SF
case. Sometimes you will be able to find some information on that screen, that’s basically one of
the main resources that we are going to use to search shipper’s, recipient’s, and package
information.

Commercial Invoice
​
The commercial invoice is where you can find the value of the products. This resource will help
you to find the commercial invoice number, reference numbers, purchase order numbers,
shipper contact information, etc. There are different types of commercial invoices so you will
need to check in every document attached to find the commercial invoice.

Attached emails
​
Sometimes the SF cases contain a thread of multiple emails that might contain any important
information that should be used to open RPI cases, that’s why the attached emails are parts of
resources, you could find a signature with the contact information from the shipper that you
must place on the notes on your cases. Be sure to search in previous emails to avoid missing
any necessary information.

[1] Image of CE Desktop from Purple ID.

[2] Image of Label as an example from the Internet.
[3] Image of RPI form in blank.
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RPI Non-Applicable Documents
Attached to the emails or SF case, you will find some documents that you do not need to use as
resources since they are documentation that will be needed on customs, but you do not need to
add that information into the RPI case notes. The documents are the following:

●​ Packing list.
●​ Proforma Invoice.
●​ Transaction Record.
●​ Delivery Note.
●​ LOA (Letter of Authorization).
●​ Any editable document (Word or Excel).

Resources For The Shipper

●​ CED.
●​ Label.
●​ RPI form.
●​ Commercial Invoice.
●​ Body of the email.
●​ Any signature on the email.
●​ Images with shipper’s information.
●​ Attached emails.

Resources For The Recipient

●​ Body of the email.
●​ RPI form.

[1] Image of CE Desktop from Purple ID.

[2] Image of Label as an example from the Internet.
[3] Image of RPI form in blank.
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 RECOMMENDATIONS

Duplicate Cases
Before working on a case ensure that there hasn’t been a case processed for that request. If
you open a case when there is already an RPI case number this will be automatically zero in
your QA score.

How can you make sure there is no RPI case already opened? ​

●​ Search for the tracking number on Case EBS.

●​ Reload the tracking number on CED before submitting to verify that the package status
has not been changed.
●​ Reload the SF email to ensure that the case was not processed by any other RPI
representative.

Be sure to double check your notes before closing the case. This is to avoid missing or entering
duplicate information. You can apply this, when you are about to send the email. It is important
to avoid any double spaces, duplicate information, or misspelling. You are not allowed to modify
the template.

The Commercial Invoice

Always double-check the attachments or documents to avoid missing important information that
can help you open the cases, especially regarding the Commercial Invoice, always check the
name of the shipper, company name and address to gather the information from the commercial
invoice hence not all the information shown is related to the shipper and this will help you to
determine whether the information belong to the shipper.

Closing Cases after 5 minutes and before 20 minutes

Please note that you cannot close the case within five minutes of receiving it. This is to make
sure that you have had enough time to evaluate the case and generate it with all the necessary
information, even if you have finished it before the 5 minutes.​
​

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We are not allowed to exceed the 20 minutes time limit to process the case, if you need more
time, this will be justified and fill out the extra time form.

Assign a case to yourself - APAC only

If you are part of the APAC group you assign the case to yourself before working on it, so keep
in mind that we have 20 mins to work on the case. You must work on your case within the time
frame we have determined and do not assign the case to yourself 1 or 2 minutes before
submitting it.

Not Keep a no maintenance case more than 10 min

Be careful; keep in mind that we are not allowed to keep a no maintenance case for more than
10 minutes. You need to check if you can work in the case, but if you don’t, report it in the
assigned cases group. If you keep a no maintenance case for more than 10 minutes this will be
considered as work avoidance.

Editable formats or documents

Do not add the information from editable formats or documents. We can not copy information
from Microsoft Documents (Microsoft Word, Excel) or Google Docs attachments due to their
editable format. This is to make sure we are not taking the wrong information if someone else
could edit. The information can only be added, when documents are provided in PDF format or
as images.

Pick up 3 business days in advance

RPI service is for shipments that are available for pickup “now”. Maximum three business days
advance request, if the shipment won’t be ready immediately, the customer can submit the RPI
request at most three business days before it becomes available. You must send the template
when you face these types of scenarios.

International Deferred Freight

You can process those labels that come with International Deferred Freight as service type.
Always double check that it is in a label, if the service type comes in an RPI form, please do not
hesitate to reach out support or US team.

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Countries with zip code/postal code mandatory
China, Mexico, USA, India, Brazil required postal codes to continue.

APAC countries
Australia, New Zealand, China, Hong Kong, Taiwan, Malaysia, Japan, Philippines, Indonesia,
Vietnam, South Korea, Singapore, Thailand , Guam.

Pending labels
When you find a tracking number on CED as: Return Label Pending, you can process it as
usual. You cannot open an RPI on cancelled labels, in transit, etc.

List of some locations

The postal code or zip code are not mandatory for the following countries:​

CAMBODIA - REPA
AE UNITED ARAB EMIRATES - DXBA
BANGLADESH - DACD
VIETNAM - DADL
HONG KONG - HKGA
JORDAN - AMMA
SAUDI ARABIA - JEDA
BAHAMAS - NASA
SRI LANKA - CMBW
SENEGAL (CITY: DAKAR)- DKRA
IRELAND (KERRY) - EM169
EGYPT - ALYA
EGYPT - CAIRO - CAIA
Trinidad and Tobago - SCRB
QATAR - XOZA

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Important information about the services.
From 100 to 150 pounds - International Priority or International Economy.
From 150 pounds or above - International Priority Freight or International Economy Freight.

Service Type must be:

●​ IP International Priority​

●​ IE International Economy​

●​ IPF International Priority Freight​

●​ IEF International Economy Freight​

●​ ICP International Connect Plus​

●​ IF International First Overnight​

Invalid label for China

For China cases, there’s some specific regulations that you need to follow in order to process
the request, a label comes as invalid when the label exceeds 10 days of being generated. Once
a shipping label is generated for a shipment coming from China, it must be handed over to
FedEx within 10 days. If it’s not submitted within that timeframe, the label might become invalid
and you will not be able to open the case, you must ask for a new one to be generated.

Pickups in Canada, Puerto Rico, U.S. and U.S. Virgin Islands

If you receive an email requesting for a pickup from Canada, Puerto Rico, the United States, or
the U.S. Virgin Islands billed to US FedEx to any other country, you must send the
corresponding template. If the request is from U.S. to U.S., you need to send the same
template, then just close the case.

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 RPI CASE

Process an RPI case

1.​ Check your “My Open Cases” bucket on Salesforce (SF), if you have a case open, click
on the case number to open it and you will start to search whether we can work on it or
not.

2.​ Open all the documents attached to the SF email and check if we have the two needed
documents. (Label or RPI form).
2.1.​ Label created on [Link] for the shipment that now needs to be picked up.
2.2.​ Completed RPI form.

Note: If a copy of AWB is attached do not ask for an RPI form. We need either a copy of AWB
or completed RPI form, it’s not necessary to have both.

3.​ Open an RPI case with Tracking Number (Label was provided).

3.1.​ Go to CED and check the label if it is not in transit, cancelled or if it already has
an RPI case.

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3.2.​ If the label is ok to process, go to the Original Shipment Information Detail and
look for the bill account.

14
3.3.​ Check the weight for the shipment only if it’s an APAC country.
3.4.​ Go to the search bar and look for the account number.

3.5.​ Verify if the account has more than 30 days since it was created in the
Comments button.

15
3.6.​ Verify the Credit Status of the account. It must be stated as ACTIVE/NO
CHANGES and OPEN/REINSTATED/NEW.

3.7.​ Look in the Express Contacts the requestor information or someone with the
same domain as the requestor or the account holder cc’d in the SF email.

16
 3.8.​ Verify the requestor/account holder is from the US.

3.9.​ Go to Case EBS and click on Create Case.

3.10.​ Enter the tracking number in the bar and click search.

3.11.​ A new tab will appear saying “No Possession Scan Details”, click on “OK”.

17
 3.12.​ Under Requester Details, select Recipient.

​
Note: Use “Recipient” when shipment is coming to the US even if the destination address differs
from the address on the account. Only use "Other and Third Party” if the shipment is NOT
coming to the US (Third Country RPI).

18
3.13.​ Fill the Requestor Details tab with the necessary information.

3.14.​ Select the option “Email” in the Incoming Channel tab.

3.15.​ Select “Remote Pickup Inquiry” in the Case Type tab.

19
3.16.​ A new tab will appear stating “Confirm Bill To Account Number”, click on
“Proceed”.

3.17.​ Select the option “Yes” in the Shipping Documents ready tab and Costumer
advised to setup shipment notifications.

3.18.​ Go to the Shipment Profile tab.

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 3.19.​ Make sure all the required information (*) shown is aligned with the information in
the label.

Note: Select “Other” for Commodity and copy and paste the commodity type from the label.

3.20.​ Go to the Shipper Info tab.

3.21.​ Review all the required information (*) of the shipper is aligned with the
information we have in CED in the Shipper/Recipient tab.

21
3.22.​ Check in your available resources if we have a shipper’s email address and add
it in the Email’s tab.

3.23.​ Go to the Recipient Info tab.

3.24.​ Review all the information of the recipient is aligned with the information we have
in CED in the Shipper/Recipient tab.
3.25.​ Check your available resources if we have a recipient’s email address and add it
in the Email’s tab.

22
3.26.​ Go to the Case Notes tab.
3.27.​ Paste the standard template for “Normal or China case”.
3.28.​ Fill the template with all the available information, if some information is not
available, please place a N/A instead.

23
3.29.​ After reviewing all the information and making sure all is ok, you can click on the
“Submit” button.

3.30.​ Click on the “Case C-# created successfully. Click here to open it” button to
display all the RPI cases you just created.

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3.31.​ Go to the SF case in Salesforce.
3.32.​ Click on the Reply All button found in the bottom of the email.

3.33.​ Add the template when you will send a RPI case and make sure to add the RPI
case number in the respective section in the template.

3.34.​ After checking it does not have double spaces click on “Send”.

25
3.35.​ Click on Update Status.

26
 3.36.​ Click on the Status button and select “Closed”.

3.37.​ Click on the Main-Category button and select “Email”.

3.38.​ Click on the “Save” button.

3.39.​ Fill the tracker.

4.​ Open an RPI case without Tracking Number (when completed RPI form was
provided)​

4.1.​ Check if the RPI form is completed and it’s not missing any mandatory
information.
4.2.​ Go to CED and enter the account number on the search bar.

27
 ​

4.3.​ Verify if the account has more than 30 days since it was created in the
Comments tab.​

4.4.​ Verify the Credit Status of the account. It must be stated as ACTIVE/NO
CHANGES and OPEN/REINSTATED/NEW.

28
4.5.​ Look in the Express Contacts the requestor information or someone with the
same domain as the requestor or the account holder cc’d in the SF email.​

4.6.​ Verify the requestor/account holder address is from the US.

4.7.​ Go to Case EBS and click on Create Case from the left navigation menu.
4.8.​ Select Create Case without Tracking Number.​

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 4.9.​ Select Express for OpCo.​

4.10.​ Under Requester Details, select Recipient.

Note: Use “Recipient” when shipment is coming to the US even if the destination address differs
from the address on the account. Only use "Other and Third Party” if the shipment is NOT
coming to the US (Third Country RPI).

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4.11.​ Fill the Requestor Details spaces with the necessary information.​

4.12.​ Select the option “Email” in the Incoming Channel.​

4.13.​ Select “Remote Pickup Inquiry” in the Case Type.

​

4.14.​ Select the option “Yes” in the Shipping Documents ready and ”Yes” in
Costumer advised to setup shipment notifications.

31
 4.15.​ Go to the Shipment Profile tab.
4.16.​ Fill out all the required fields (*).

​
Note: Select “Other” for Commodity and enter the commodity type.

4.17.​ Go to the Shipper Info tab.

4.18.​ Fill out all the required fields (*).

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 4.19.​ Check in your available resources if we have a shipper’s email address and add
it in the Email’s field.

​
Note: For shipments coming from China the postal code is mandatory.

4.20.​ Go to the Recipient Info tab.

4.21.​ Fill out all the required fields (*).
4.22.​ Check your available resources if we have a recipient’s email address and add it
in the Email’s field.

33
4.23.​ Go to the Case Notes tab.
4.24.​ Paste the standard template for “Normal or China case”.
4.25.​ Fill the template with all the available information, if some information is not
available, please place a N/A instead.

34
4.26.​ After reviewing all the information and making sure all is ok, you can click on the
“Submit” button.

35
4.27.​ Click on the “Case C-# created successfully. Click here to open it” button to
display all the RPI cases you just created.

4.28.​ Go to the SF case in Salesforce.

4.29.​ Click on the Reply All button found at the bottom of the email.

4.30.​ Add the template when you will send an RPI case and make sure to add the RPI
case number in the respective section in the template.
4.31.​ After checking it does not have double spaces click on “Send”.

36
4.32.​ Click on Update Status.

4.33.​ Select “Closed” as Case Status.

37
 4.34.​ Select “Email” on Main-Category.

4.35.​ Hit the “Save” button.

4.36.​ Fill the tracker.

Transferring and assigning the CEBS case - China or Pakistan only.

There are some steps that you need to follow in order to complete China or Pakistan cases.
When you get some cases coming from China or Pakistan, you must follow the previous steps
to open a case as usual, and then assign the CEBS case to Diane if it’s coming from China or to
Jacque if the shipment is coming from Pakistan, there are two ways to do it. Assigning the
CEBS case to you before submitting the case or submitting the case and then transferring the
case.

1.​ Assigning the CEBS case to you

a.​ You are going to find a button called “Assign To Me” at the bottom right side of
the CEBS case, when you’re working on the case.

38
b.​ Hit the “Assign To me” button and it will turn purple.

c.​ Then click on “Submit”.

d.​ Open the case and on the top right side, click on the dropdown menu “Actions”.

e.​ Select “Transfer” from the dropdown menu.

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40
 f.​ Select “Employee” on Transfer to.
​

g.​ Enter the Employee ID or write the name to whom the transfer will be made.
​

h.​ Once you enter the ID, hit transfer.

​

i.​ On the Assignments tab, it will appear the name of the person on the primary
task and who is the owner of the case now.

41
2.​ Transferring the case after submitting it
a.​ After submitting the CEBS case, click on “Assign To Me”. Be sure to choose the
Primary task. Not Secondary.

b.​ On the Assignments tab, your name will appear, so you can select “Work Case”.

c.​ Open the case and on the top right side, click on the dropdown menu “Actions”.

42
d.​ Select “Transfer” from the dropdown menu.​

43
 e.​ Select “Employee” on Transfer to.
​

f.​ Enter the Employee ID or write the name to whom the transfer will be made.
​

g.​ Once you enter the ID, hit transfer.

​

h.​ On the Assignments tab, it will appear the name of the person on the primary
task and who is the owner of the case now.

44
Master AWB or Multi-piece shipments
You will get an alert on CEBS when you get a Master AWB, that means that the shipment is
composed for multi-piece shipments (MPS), only one case per master AWB is needed. Always
verify which tracking number is the Master AWB, the other pieces are known as “Child”
package. Do not process a case with the child tracking number, it must be processed with the
Master tracking. You can always check on [Link] if the tracking number is “Master” or
“Child”.

On the top of your CEBS case you will find a note that indicates you are working on a Multi
Piece Shipment.

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Third Party Cases section
Processing a Third Party Case when shipment is not coming to US, but is being billed for
transportation charges to a US account. There are additional steps to add the payer in the
CEBS cases.

1.​ Select “Other” on Case Requestor for the Requestor Details section:

2.​ Select “Third Party” on the dropdown menu.

3.​ On Case information section will be displayed a Third Party Info tab.
4.​ Fill out all the required fields (*) with the payer information that you can find on the
account in CED.

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 Note: The payer usually is the same as the requestor, shipper or recipient or it could be
a person/company totally external from them.

Case Time Response

The response time for a case is 20 minutes. Likewise, as a rule, you cannot close the case
within 5 minutes of receiving it (In case you have finished it before the estimated 20-minute time
limit, this is to ensure that adequate time has been taken to review the case and create it with
complete information). Remember to fill the extra time form if you exceed the estimated time
because this will be reviewed and determined if the time was valid or not. If it was not, your
score can be affected.

Verification process
We must always verify the account before creating an RPI case. This is to ensure the customer
doesn't get scammed/fraud and is our normal US RPI procedure implemented for the security of
the account holder.

How to validate an account?

We have steps to validate an account. Make sure to always follow them to ensure that you are
ok to process the RPI request. To verify the account you must follow the next steps:

1.​ Verify the credit status if the credit status is ACTIVE/OPEN NO CHARGES.
2.​ Go to the comments tab into the account and verify if the account has more than 30 days
since it was created.
3.​ Verify if the account or biller is from the US, looking in the address from the requestor or
account. If the account is from another country different from the US, you are not allowed
to process it.
4.​ Verify if the first and last name of the requestor is showing on CED.
5.​ Email’s domain from the requestor matches with any email domain listed on CED.
6.​ Any email cc’d in the email matches with any domain listed on CED.

You can also verify an account if the company name and recipient address matches with the
information in CED. If the company name and phone number listed on CED matches.
Recipient’s address and phone number listed on CED matches.

47
If you find some of these scenarios above you always need to double check with your support
team if the account is good to process.

Credit Status
Every account must have an ACTIVE and OPEN status to be validated and is part of our
verification process. Failure on this will be marked as an automatic zero in your QA score. The
following image shows how it looks like:

Other statuses are not allowed, every time you find the credit status/reason in red, you must ask
your QA, TL or support team for help, example: (always ask your support team if you can work
on it).
​
CASH (credit card was removed)

48
If you find a Credit Status as UNKNOWN/NULL you must ask your support team if you can work
on it.

Case Type Status

When opening RPI cases, always click on the button “Cases” to check if there’s already an RPI
case number.

You may find these two scenarios:

1.​ If you find a Remote Pickup Inquiry (RPI) number on the case type, you cannot open a
new RPI case for the request.​
​

49
 ​

2.​ If you find a C-# but with a different “Case Type” as Clearance, Package Research or
Dispatch, please do not assume you cannot process an RPI request, you might process
it as an RPI case. Always double check this with your Support team or Staff to open a
new RPI case.​
​

50
Recipient Email Address
We don’t add the recipient’s email address in all the scenarios. We have limited resources
where we can look for the recipient’s email address. These could be the following:

1.​ When it is provided in the body of the email. ​

(not in the signature or information icon)(only in the main email).​

2.​ RPI form. ​

If the recipient’s email found in the RPI form belongs to the recipient we can add it in the
recipient’s email tab.

3.​ It was auto populated and confirmed that the requestor and recipient are the same
person.​

51
Label Cancelled
Be careful, some tracking numbers might appear as cancelled a few minutes after the label was
created. You will need to check if the customer is asking for a request, if that is the scenario,
please send the template for Label Cancelled. If the requestor is aware of the situation, just
leave/put it in the bin.

Be sure to double check under CED or [Link] to confirm if the tracking number is active
before creating a case. (If you create the case, this will be taken as automatically resulting in
zero on your QA score).

Locations
There will be some cases where the system doesn’t load the location ID. In this type of scenario
you need to look for it on your own. You can follow the next steps to find it:

1.​ Go to Locations in CED.​

52
2.​ Click on Advanced Search and this will take you to another tab.​

3.​ Look for the country you need to find a location. ​

4.​ You must have a city when you are looking for a location. You will need to use it in the
tab for “City”.​

53
 5.​ It will appear a list of locations for the country and city you are looking for. Select the one
that is closer to the city. ​

6.​ Add the location ID in your case when you are creating it.

Note: If you don’t find the location you are looking for, you must ask your support team in the
group chat.

Extra Time
The extra time form must be filled in the last 5 minutes before the 20 minutes (between 15 min -
20 min) you have to work on your case. The exception becomes automatically invalid if:

●​ It was filled after 20 minutes.

●​ If you forget to fill the form.
●​ If support was asked or given but missed to fill the form.
●​ If you blame the support team for taking the time to answer the question.
●​ It was filled as “waiting for support” when there was no support asked or given.
●​ If the support team invalidates your question.

You must state the reason why you asked for support in the Comments section.

How to fill the case tracker form

We always need to fill the Tracker Form when we work on a case or not. There will also be
some cases where we can not work on it and they are considered as no maintenance cases.
You must identify which option is most related to the case you are looking at to fill it out.

In the following list you can find the options we have in our tracker and a brief description.

●​ Case completed: You select this option when you complete an RPI case for any country.
●​ No Maintenance - follow up: This option is filled whenever the customer needs a follow
up from RPI.

54
 ●​ No Maintenance - spam: This option is selected when the customers are speaking with
each other or sending some advertisement not related to FedEx or RPI.
●​ No Maintenance- missing documentation or information: Missing necessary information
in order to create a case. Ex. RPI form or label, RPI form missing information, etc.
●​ No Maintenance - customer confirmation: Need approval from the account holder in
order to create a case. When the customer confirms the package was picked up, and
when the customer confirms that they received the RPI case number.
●​ No Maintenance - unable to verify account: The account holder is not found in CED. The
US support team took the case to handle the SF case on their own. The account is less
than 30 days old. The account is not from the US. You sent Non-Authorizated template.
●​ China - case completed SF: You can select this option when you open a case that is
coming from China only.
●​ Pakistan - case completed SF: This option is only available when you open a case that is
coming from Pakistan approved by the client (Special scenarios).
●​ Tracking # in transit: The tracking number is showing in transit in CED or [Link],
even though it does not have an open RPI case or it appears as a shipment exception.
●​ The tracking number already has a case: CED is showing that the tracking number has
an open RPI case.
●​ Customer asks to cancel PUP: The requestor is asking to cancel the Pick up that already
has an open RPI Case.
●​ Customer asks to disregard the request(PUP): The requestor is asking to cancel the
request before the RPI case can be opened.

SF case status - Awaiting Update

Salesforce has some options that we can use to take advantage of the system, one of them is
Awaiting Update, this option will allow you to send a template asking for missing information or
additional information to the customer and leave the SF case on hold waiting for the customer
response. You can change the case status from New to Awaiting Update. Once you’ll get the
answer, the status will be automatically changed to Update received.

55
 NOTES

Structure of Notes

**NO REBILL TO SENDER**

SF# —----------------------------------------------------- SF case number.
DIMENSIONS: ------------------------------------------ Package measurements.
WHO WILL CREATE THE PAPERWORK? —- Which person (payor/shipper) will have the
documents ready at the moment of picking up the shipment.
ADDITIONAL INFORMATION:
PO# —----------------------------------------------------- Purchase order number.
REF# —--------------------------------------------------- Reference number.
INVOICE# —-------------------------------------------- Invoice number..

ADDITIONAL SHIPPER CONTACT INFO:

NAME: —------------------------------------------------ Shipper’s name.
PHONE: —---------------------------------------------- Shipper’s phone number.
EMAIL: —------------------------------------------------ Shipper’s email address.

ADDITIONAL INFO FOR THE PICKUP: —---- Any additional information that is not showing in
the label as Instructions for the pickup, Present and future date, etc.

56
How to fill the notes

**NO REBILL TO SENDER**

SF# —----------------------------------------------------- SF case number.
DIMENSIONS: ------------------------------------------ Package measurements (L x W x H). CM or IN.
WHO WILL CREATE THE PAPERWORK? —- Payor or Shipper (If we open the case with the
label you add “Payor” and if we open the case with the RPI Form we need to review which
option chose the customer and if we don’t have it, you add “Shipper”).

ADDITIONAL INFORMATION:
PO# —----------------------------------------------------- Found on the label, email,
REF# —--------------------------------------------------- invoice and images. Only the number or
INVOICE# —-------------------------------------------- as it appears in the resources.

ADDITIONAL SHIPPER CONTACT INFO:

NAME: —------------------------------------------------ Found on the email,
PHONE: —---------------------------------------------- (Adding ext if needed) information icon, RPI
EMAIL: —----------------------------------------------- Form, Invoice and images.

ADDITIONAL INFO FOR THE PICKUP: —---- Instructions for the pickup, Present and future
dates, Different addresses (if it is different from the one shown on the label and RPI Form)
Holiday / office (close and opening hours related to the pickup location), Pickup ID, Ref PU,
Confirmation ID and collection ID.

Where to find (PO. REF, INV) For Notes

You can find the PO #, Ref # and Inv # in different resources as CED, PDF docs, Body of the
email, etc:

1.​ Always check the “Original Shipment Details” page in CED using the “Original” button.
2.​ You must check PDF documents to look for the PO #, REF # and INV #. Only add the
PO number when it says or includes “PO” or “Purchase Order Number” Example: “Cust
PO” is ok for notes but “Cust order number” is not necessary for notes. About REF
numbers you can add them if this identifies what is being shipped if you have a list of Ref

57
 No. And for invoice you should look for a main number commonly located in the subject
part of the document and it could be in a different language, but you must add it.
3.​ You may find some reference, invoice and PO numbers located on the body of the email
or subject line of the email. Keep an eye on this part. You can verify this information with
the documents.
4.​ You may find some reference, invoice and PO numbers located on images, be sure to
open all the images attached.

How to add PO, REF and INV in notes

Purchase Order # (PO info):

Add it only if you see in your attachments, documents or any resources that states: “PO, Cust
PO, Purchase Order, Purchasing Order” or any other word stating PO in its name. It could be
included in the subject line of the body of the email or attached emails and you must add it.

Example:

Reference # (REF info):

Mainly add it only if you see this coming from a Label or as an instruction in the email.
Sometimes this can be taken from attachments as well, but must only state “Reference or Ref”
without any other word. (example: Exporters Ref and Other references are not needed for
notes). We must look for the main number. It could be included in the subject line of the body of
the email or attached emails and you must add it.

58
Example:

Invoice # (INV info):

Add it if you see in your attachments that states only the word: “INVOICE” or “INV”, sometimes
this can be written in a different language, but it’s still applicable for notes. Also can be found in
labels and the main email. It could be included in the subject line of the body of the email or
attached emails and you must add it.

Example:

59
Invoice Number in a different language
If you find an Invoice written in a different language and you are sure it’s an Invoice number,
please add it in your notes. When in doubt please report it with your QA/Support team. To
determine how to handle the case.

Images for reference:

Additional Information In The Commercial

Invoice
There will be some cases where we have a commercial invoice like the following:

60
Always check this information. Any details related to the shipper, package or pickup in the
commercial invoice counts as additional information. Always add the contact name and phone
number that appears on the invoice to additional shipper contact info in the notes.

Note: Double check the shipper email address if the email matches with the shipper’s name or
domain, you might place that information into the notes, if you are not sure if it’s applicable or
not, please ask support team, CE or TL.

Shipper Contact (different from the label)

You could find some cases when the requestor provides a shipper contact information, that you
might find on the body of the email, different from the one shown on the label or the RPI form;
you should save the contact information under Notes and leave the shipper info field as shown
on the label, that might be blank.

SF email:​ ​ ​ ​ ​ Shipping Label: ​

Shipper Generic Email Address

Customers often include generic email addresses, when the name of the email is general and
the domain matches with the company name, those emails do not belong to a specific person,
but are from a whole department or the general email from the company. If those are found on
the commercial invoice or the (i) icon should only be included in notes. Exceptions will be made
only if the requestor includes the email address on the body of the email stating “shipper

61
contact”. In this scenario the email address should be in both shipper info and notes. Some
examples of the shipper generic email address are the following:

Shipper Generic Email Address on the body of the email “Shipper contact”:

Shipper Generic Email Address on the Commercial Invoice:

62
Same Shipper/Recipient Email Address (provided by the Requestor)
You will find cases where the requestor is the same as the recipient and they provide their email
address for both recipient and shipper information on the RPI form.

For this type of case when it is provided, you should add the email address under SOP and
notes. Even though it is confirmed that the email doesn’t belong to the shipper.

CEBS case (description elements or SOP space):

Same Email Shipper /Recipient/Requestor (RPI form Edition).

You will find some cases where the customer/requestor provides their email address for both,
recipient and shipper, on the RPI Form. For these types of cases, you should add the shipper’s
email address under the shipper's info field (SOP) and notes. Even though it is confirmed that
the email doesn’t belong to the shipper.

When the requestor is the same as the recipient, you’ll add the requestor's email on the
recipient’s field (SOP).

63
SF email:

RPI form:​

When Shipper and recipient are the same: you’ll add the shipper’s email address on shipper’s
information and recipient’s information.

64
RPI Form:

Extension Number
Some shipper’s or recipient’s phone numbers come with an extension number. When there is an
extension number for either the recipient or the shipper, it is necessary to add it on the
requested field (SOP).

There’s different rules between handling the extension for the shipper and recipient. If the
shipper’s extension number is provided in the body of the email, Commercial invoice or RPI
form (if the case comes with both the label and the form) it should be added in notes and
SOP, if the case comes with the label Only or the RPI form only it should be added in SOP only.
DON'T add it in notes as it will count as duplicated info.

65
RPI FORM:

CEBS Case notes:

Additional Info for the pickup

There is some information that we can find in our resources that can be helpful for the pick up.
This information needs to be added under Additional Info For The Pickup.

What information should you add under Additional Info For The Pickup?

We should include:

●​ The shipping address. (If it is provided by the requestor and it is different from the one
shown on the label or form).
●​ Present and future dates and time.
●​ Pickup ID, ref PU, confirmation ID, collection ID. (Only if it is provided by the requestor)
●​ Holidays / Offices close and opening hours related to the pick location. (Only if the date
is no longer than 15 business days from the pickup date).
●​ Any instruction the requestor provides and it’s related to the pickup. Ex “pick up the
package at the front door”.

Additional Information For The Pickup when you have RPI form Only
Whenever there is ONLY an RPI Form we should not add the shipper information on notes if
there is no additional information provided because it will count as duplicated information.

66
When to add additional shipper info on notes?

●​ When there is additional information shown on the RPI Form, example: another phone
number, name or email address.
●​ When there is additional information on the body of the email, example: customer
provides us a phone number, name or email address.
●​ When there is additional information on the signature, for example: on some emails we
can find the shipper's signature and obtain a phone number, name or email address.
●​ When there is additional information on the (i) icon, example: cc’d we can find the
shipper's email address.
●​ When there is additional information on the invoice, example: we add the shipper’s info
shown on the invoice, a phone number, name and email address.
●​ When there is additional information in an image, example: attached are some images
with the shipper's phone number, name or email address.

When to add additional recipient info on recipient’s email info tab or SOP?

●​ When there is additional information shown on the RPI Form, example: Add extension
phone number, another phone number, name or email address.
●​ When there is additional information on the body of the email, example: customer
provides us an extension phone number, another phone number, name or email
address.

When to add additional info for pickup date and time on notes?

If we find a pickup date and time, we have to add them.

●​ When there is additional information on the body of the email, example: customer
provides us a pickup date and time.

67
SF email:

Additional Info For The Pickup when you have RPI form and Label
Whenever there is a Label and RPI Form we should add the shipper information on notes and
SOP, only if there is additional information provided.

When to add shipper info on notes?

●​ When there is a shipper's email shown on the RPI Form, you must add the email
address on notes and SOP.
●​ When there is additional information shown on the RPI Form, example: an extra phone
number, name or email address.
●​ When there is additional information on the body of the email, example: customer
provides us a phone number, name or email address even though it’s the same
information that we have on the label.
●​ When there is additional information on the signature, for example: on some emails we
can find the shipper's signature and obtain a phone number, name or email address.
●​ When there is additional information on the (i) icon, example: cc’d we can find the
shipper's email address.
●​ When there is additional information on the invoice, example: we add the shipper’s info
shown on the invoice, a phone number, name and email address.
●​ When there is additional information in an image, example: attached are some images
with the shipper's phone number, name or email address.

When to add additional recipient info on recipient’s email info tab or SOP?

●​ When there is additional information shown on the RPI Form, example: Add extension
phone number, another phone number, name or email address.

68
 ●​ When there is additional information on the body of the email, example: customer
provides us an extension phone number, another phone number, name or email
address.

When to add additional info for pickup date and time on notes?

If we find a pickup date and time, we have to add them.

●​ When there is additional information on the body of the email or RPI form, example:
customer provides us a pickup date and time.

RPI form:

Shipping Address
When to use the shipping address?

You only need to include the shipping address when the customer provides in your notes if the
shipping address is different from the one shown or provided on the label or RPI Form.

➔​ This doesn’t include the address after a signature, this only includes the address the
customer provides on the body of the email.
➔​ The address could be the shipper or recipient address and on some occasions it will say:
"Ship from", "Sent to", "Deliver to" " Coming from" or "From".
➔​ If the shipping address is the same as the one shown on the label or RPI form Don't
save it on the notes as additional information for the pickup because it will be marked as
unnecessary information.

69
Third Party Cases
Recipient’s email address:

When creating cases as a third party request, fill out the recipient email address only if you are
sure that the email belongs to this person and If it appears on the body of the email or RPI form
only.

You don’t have to use the Requestor email address to fill out the recipient’s information. Unless
the requestor and the recipient are the same person, like the example above.

When you don’t have recipient information on the body of the email or RPI Form, you must
leave the recipient’s email field (SOP) blank.

CEBS Case (description elements or SOP space):

Double Spaces
The structure of the notes must be the same. It’s not acceptable to leave a double space on
notes or change the order. Before posting your notes, ensure that there isn’t unnecessary
information and extra spaces.

70
Example of double space on notes:

**NO REBILL TO SENDER**

SF# N/A.
DIMENSIONS: N/A.
WHO WILL CREATE THE PAPERWORK? N/A.

ADDITIONAL INFORMATION:
PO# N/A.
REF# N/A.

INVOICE# N/A.

ADDITIONAL SHIPPER CONTACT INFO:

NAME: N/A.
PHONE: N/A.

EMAIL: N/A.

ADDITIONAL INFO FOR THE PICKUP: N/A.

71
Example for the correct notes:

**NO REBILL TO SENDER**

SF# N/A.
DIMENSIONS: N/A.
WHO WILL CREATE THE PAPERWORK? N/A.

ADDITIONAL INFORMATION:
PO# N/A.
REF# N/A.
INVOICE# N/A.

ADDITIONAL SHIPPER CONTACT INFO:

NAME: N/A.
PHONE: N/A.
EMAIL: N/A.

ADDITIONAL INFO FOR THE PICKUP: N/A.

72
 TEMPLATES

Normal cases
**NO REBILL TO SENDER**
SF#
DIMENSIONS:
WHO WILL CREATE THE PAPERWORK?

ADDITIONAL INFORMATION:
PO#
REF#
INVOICE#

ADDITIONAL SHIPPER CONTACT INFO:

NAME:
PHONE:
EMAIL:

ADDITIONAL INFO FOR THE PICKUP:

73
Email

Dear FedEx Customer,

Your request has been processed as RPI Case number .

If you included a FedEx label, the tracking number is indicated in your RPI case.
If your shipper is responsible for the paperwork, be sure you provide them with the RPI Case
number.

If you have not included an email address and mobile number for your shipper, please reply to
this email with that information.

To expedite the pickup process, your shipper can contact FedEx in the origin country and
self-arrange with the RPI Case number.

If you need help regarding your RPI (Remote Pickup Inquiry) case you may contact us directly
at US RPI Direct 800-580-0895 | Monday-Friday 0700 - 1800 PM CST | Saturday: 0700 - 1530
PM CST | Sunday: Closed.

Thank you for choosing FedEx!

74
Multiple cases (email)
Dear FedEx Customer,

Your request has been processed for the following information.

RPI case: XXXXXXXX. Tracking: XXXXXXXX.

RPI case: XXXXXXXX. Tracking: XXXXXXXX.

If you included a FedEx label, the tracking number is indicated in your RPI case. If your shipper
is responsible for the paperwork, be sure you provide them with the RPI Case number.

If you have not included an email address and mobile number for your shipper, please reply to
this email with that information.

To expedite the pickup process, your shipper can contact FedEx in the origin country and
self-arrange with the RPI Case number.

If you need help regarding your RPI (Remote Pickup Inquiry) case you may contact us directly
at US RPI Direct 800-580-0895 | Monday-Friday 0700 - 1800 PM CST | Saturday: 0700 - 1530
PM CST | Sunday: Closed.

Thank you for choosing FedEx!

Requestor not listed on the account

Dear FedEx Customer,

Thank you for your email. Since you are not listed as a contact for the payer's account, we are
not able to process your request. Please have the payor email your request to
rpi-group@[Link]. Another option is to resend your request with the owner of the account
being billed cc'd on your request. This is our normal US RPI procedure and is implemented for
the security of the account holder.

We apologize for any inconvenience.

75
Missing information
Dear FedEx Customer,

Thank you for your email, however the RPI Letter of Instruction you attached is missing
information. Please review your form to ensure all required fields are completed:

FedEx account number to be billed for transportation charges

Commodity or what are the goods in the shipment?
Package Ready Date
Service Type Requested
Total weight
Number of Packages/Skids
(While not required, dimensions also requested if available)

Once all required information is provided, we will be able to process your request.
We apologize for any inconvenience.​

Missing Attachments
Dear FedEx Customer,

Thank you for your email, however there was no copy of the FedEx labels or completed RPI
form attached. Please provide any of those documents in pdf format and we will be able to
process your request. Also note the US payor must be cc’d on your request.

We apologize for any inconvenience.

Thank you,

76
Missing Attachments per package
Dear FedEx Customer,

Thank you for your email, in order to proceed with your request. Please provide FedEx labels or
completed RPI form for each shipment in pdf format and we will be able to process your
request. Also note the US payor must be cc’d on your request.

We apologize for any inconvenience.

Pickup in Canada, PR, VI or U.S.

Dear FedEx Customer,

Pickups from Canada, Puerto Rico, United States or U.S. Virgin Islands billing a US FedEx
account are not made through the US RPI group. Those requests are made by phone to
International Customer Service at 1 800 Go FedEx (800 463 3339). Be prepared to provide the
shipper information (name, full address including postal code, and phone number) and your US
FedEx account number for billing purposes. They will arrange the pickup for you over the
phone.

Thank you.

The Label is cancelled

Dear FedEx Customer,

Thank you for your email, however your shipment made as AWB XXXXXXXXXXXX is showing
cancelled in our internal systems and at [Link]. New labels must be made for the Remote
Pickup you've requested.

Email your new labels in a new email request to rpi-group@[Link] for processing by the RPI
email team. We apologize for any inconvenience.

Thank you,

77
Pickup request is than 3 business days
Dear FedEx Customer,

Thank you for your email. RPI service is for shipments that are available for pickup "now".
Therefore, we can accept your request at most three business days before the shipment is
ready for pickup. This means the shipment as well as all paperwork is available when the RPI
case is opened.​

If the date on your labels or form is not correct and the shipment is available for pickup "now,"
please resend your email and clarify the pickup "ready date”. Otherwise, email again no earlier
than three business days before your shipment is ready for pickup.

Thank you,

Indicate type of weight or dimensions

Dear FedEx Customer,

Thank you for your email, however the RPI Letter of Instruction you attached is missing
information. Please indicate if the weight is in kilograms or pounds and if the dimensions are in
inches or centimeters so, we are able to process your request as soon as possible due to this
information being required to proceed.
​
We apologize for any inconvenience.

Attachment document is not in pdf format

Dear FedEx Customer,

Thank you for your prompt response. However, in order to proceed with your request, we need
a copy of the shipping label in pdf format. Also note the US payor must be cc’d on your new
request.

Once we get this information, we can proceed with your request.

We apologize for any inconvenience.

78
Invalid account
Dear FedEx customer,

Thank you for your email. However, the FedEx account to be billed for transportation charges in
the RPI form is not valid in our system. Please provide the correct FedEx account. Once the
required information is provided, we will be able to process your request.

We apologize for any inconvenience.

Thank you.

China cases
**NO REBILL TO CHINA SENDER**
SF#
DIMENSIONS:
WHO WILL CREATE THE PAPERWORK?

ADDITIONAL INFORMATION:
PO#
REF#
INVOICE#

ADDITIONAL SHIPPER CONTACT INFO

NAME:
PHONE:
EMAIL:

ADDITIONAL INFO FOR THE PICKUP:

79
Overweight with label
Dear XXXXXXX,

I apologize for the situation, but there are service limits imposed by your origin for shipments
transiting to Canada, Latin America and the United States. These weight restrictions are subject
to change.

As of today, the restriction per shipper per day is xxx kg maximum from your sender. Because
your RPI request for AWB XXXXXXXXXXXX exceeds what the FedEx origin is allowing, we are
unable to process your request.

If you decide to split the shipment, it is your responsibility to send one RPI request per day until
your entire shipment has been collected. Your AWB may not exceed the origin's total allowable
weight, and can only be one AWB per day. Email the new labels (in pdf format) to
rpi-group@[Link] in a new email. The RPI agent currently covering the RPI email will
process your new request.

We're sorry for the inconvenience this may cause. Thank you.

80
Overweight without label
Dear XXXXXXX,

I apologize for the situation, but there are service limits imposed by your origin for shipments
transiting to Canada, Latin America and the United States. These weight restrictions are subject
to change.

As of today, the restriction per shipper per day is XXX kg maximum from your sender. Because
your RPI request exceeds what the FedEx origin is allowing, we are unable to process your
request.

If you decide to split the shipment, it is your responsibility to send one RPI request per day until
your entire shipment has been collected. We (RPI team) cannot process future-day requests; by
that we mean you cannot email us consecutive days of labels expecting RPI to plan out the
pickup of your shipment in advance for you to circumvent the sender's weight limit restrictions.

We're sorry for the inconvenience this may cause. Thank you.

Missing zip code

Dear FedEx Customer,

Thank you for your email, however the RPI Letter of Instruction you have attached is missing
the postal code of your shipper. Since not all addresses in China are serviced for pickup, the
shipper’s physical pickup address with their 6-digit postal code is required on the RPI Letter of
Instruction.

Please contact your sender to obtain this information for you to include on the RPI Letter of
Instruction.

Once we receive your updated RPI Letter of Instruction, we will be able to process your request.

We apologize for any inconvenience.

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 SHIPPING EXCEPTION CASES

GM (China)
RPIs billing to account number 362993385 for all GM CCA International inbound shipments
must be approved by Marsha Hare or Kaitlyn Mrozowski to process it, if you don’t get the
approval, you must ask for approval. Different accounts from this one, we can process it without
Marsha or Kaitlyn approval.​

GM is a big company and vendor for FedEx so, you are able to process those cases even if the
COMMODITY is not on the RPI form. We can just field that out as AUTO PARTS, GM or
OTHER.

Lucid (China)
When you see codyfunk@[Link] (Lucid). This is another big account for FedEx, they
ship auto parts, we can enter Auto Parts as commodities and we can do the exception when
the commodity is not filled.

Lin Min
Please move all emails from linmin@[Link] into the Diane SF folder. She will handle those
by herself. You are not allowed to handle those types of cases, only Diane Reynolds can
process it.

bklyn5express@[Link]
Any case with this account number 127027200 should be assigned to Diane as per her request.

Dende Kan
Dende Kan is a WWAM in HK and can authorize any request. You can process any request
from Dende Kan as requestor and with the payor cc’d on the email.

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Bionex (Pakistan)
You are authorized to work on Pakistan cases only from Bionex.

FedEx support hub

When you see an email that says fedexsupporthub@[Link] or Cc: premiercare@[Link];
with no attachments, do not reply back. As long as the payor is cc, our US Support team will
create those which are handled differently.

Propath
For Propath RPI requests, when you check the payer account in CED, always use line 22 in the
contacts. Note: this is only to check that the payer account is still in good standing. Then
you can use Christina Fairley, 214 638 2000 [Link]@[Link] as the US requestor
when you open the CEBS case.

Ralph Lauren
Please be careful of those. Please note if you get any Ralph Lauren request just send it back to
the bin. Our US Support will take care of it.

Alice James Global Cases

You can always process these when @[Link] is the requestor and listed under
the Shipper account 694707130 on the label.

Kimberly Mann - [Link]@[Link]

By our QA’s approval, we can send separate emails as a response to her requests. Even if there
are two requests in the same thread, we can respond with separate emails due to different
vendors.

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David Besharat - product@[Link]
By our QA’s approval, we can use the email that it's in the body of the email as the shipper's
email. Even though the requestor does not indicate that it's the shipper's email. We should add
that on the SOP and notes.

For Chao Zhang Zhang - CN and HK

By our QA’s approval, we should add the email only in notes for the cases from HK and we have
to add the email in notes and SOP for the ones from CN - Zheng Zhang cases. Reference: SF
88083447. email: 18901726312@[Link]

David Ference
Cases from David Ference (Wabtec), usually it is only attached to the RPI Form and on the
body of the email we can find a tracking number, but account number is different, in this
scenarios we need to send a template or let US support team know so, they can handle those.

Yili Zhang
All requests from yili_zhang@[Link] should be opened with account number 201068343.
All requests from her need to be opened.

Brody Wu
When you get requests from Brody Wu and it’s not listed on account number 114090638. We
have cc'd this domain @[Link], but the domain on CED is
@[Link], we should reply with the Unauthorized Requestor template.

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Jewelry prohibited from Italy
When you are creating a case and the commodity is jewelry and it is from Italy do not work on it.
Jewelry shipments are prohibited from Italy. Put it back for a badged FedEx rep to handle.

Jennifer Didat - GE Appliances

We can work in cases where Jennifer Didat’s is the requestor. You can use account holder
phone 5024523570 for Jennifer Didat

Aurum Chu
Please be aware that Shipper Aurum Chu email is: [Link]@[Link]. Be sure to use it
whenever the requestor is Jessica Parker and the email is CC’s or shown in the RPI form.

Yolanda
When you see a request when Yolanda is the shipper and her signature is in the body of the
email make sure to check for her email address. Yolanda and Xuying Chen are the same
person. Her name usually appears under the WABTEC request. For Wabtec cases whenever
the shipper is Yolanda and her email is CC’s you can use [Link]@[Link] in your
notes and shipper field on shipper info tab.

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IstvánKovács shipper email address - Siemens
Whenever you encounter a Siemens case with emails not specifically for the shipper, you
should add the information only in our notes.

Proforma invoice (3M science applied to life)

Whenever you see SF followed by numbers and characters don't think it is
PROFORMA INVOICE also known as the company name" 3M science
applied to life". The SF# is the case number the package or order is
related to. Don't add it in your notes.

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Open a PROFORMA INVOICE check for the invoice number
at the bottom of the page it usually shows as " invoice:"

or it will also be shown under the Proforma RMA. Note; that

these packages are usually being returned so it's common to
see an RMA, be sure to open them.

If after doing the steps above, there is no Invoice number leave the space on your note as N/A.
unnecessary info like copying the SF# info will be marked under documentation.

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 VOCABULARY

Requestor: The person who is in charge of submitting the request to the RPI group is known as
the requestor. They ensure that the RPI case is created and are the ones who communicate
with us through email.

Shipper: The person who ships the package is known as the shipper. They must be
somewhere other than the United States. They have the responsibility of making sure the
package is prepared, and our FedEx staff can get in touch with them to arrange for a pickup.

Recipient: The person who got the package is known as the recipient. The person in question
may be in the United States or a different country. Must be delivered in a different country where
the package will be picked up.

Payer: The person who is paying for the shipment and it’s usually listed in the account on CED.
Always will be in the U.S. It could be different from the requestor.

SF: Salesforce.

Air Way Bill (AWB): A document used for air shipments, detailing the terms of transport and
liability limitations.

Commercial Invoice (CI): A document prepared by the exporter or freight forwarder, and
required by the foreign buyer, to prove ownership and arrange for payment to the exporter. It
should provide basic information about the transaction, including description of goods, address
of shipper and seller as well as delivery and payment terms. In some cases, the Commercial
Invoice is used to assess customs duties.

Commodity: The commodity is the goods that are going to be shipped.

Pickup: it’s an act of collecting goods.

Shipping: Shipping goods refers to the process of transporting products or cargo from one
location to another.

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SOP: Standard Operating Procedure.

Declared Value: refers to the value declared to FedEx to increase their liability limit in case of
loss or damage during transit. The declared value of a package represents our maximum
liability in connection with the shipment of that package, including, but not limited to, any loss,
damage, delay, or misdelivery relating to that shipment. Cannot exceed the customs value.

Customs Value: represents the true monetary value of your shipment and is used by customs
officials to clear your goods and calculate duties and taxes.

Currency: Currency is the interpretation of money in a different country; it is commonly used in

a specific setting during pick-up and the collection of declared value, specifically from a state or
nation.

Fraud: Some requestors are an impostor and they do not have the authorization to request a
case or consider to take the information from someone else, is this considered Fraud.

Resources: Available tools when we create a case and when the QA team, use to qualify a
case: Emails: information ICON, body of the email, signature, label/ RPI form, CE desktop:
Attachment: Invoices, Packing slip etc.

Package: Package refers to the item or items being shipped.

Purchase Order: A commercial document issued by a buyer to a seller indicating the types,
quantities, and agreed prices of products or services.

Shipment: The process of transporting goods or packages from an origin to a specific

destination.

Account: A commercial record containing customer information and transaction history with
FedEx.

Credit Status: An assessment of a customer's financial capacity and payment reliability.

​
Dimensions: Dimensions refers to the length, width, and height of a package.

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Weight: Refers to a measure of how heavy something is.
​
Consignee: The person or entity that receives the shipped goods.

APAC: A geographical region that encompasses countries in Asia and the Pacific Ocean. These
are cases that RPI receives from Australia, New Zealand, China, Hong Kong, Taiwan, Malaysia,
Japan, Philippines, Indonesia, Vietnam, South Korea, Singapore, Thailand, Guam and
Pakistan.
​
Domain: Part of an email address that comes after the "@" symbol. [Link] is a domain
name.

Reply: A response or reaction to a communication regarding a case that has already been
created. This may involve requesting another pickup service, with notifications being sent
directly to the original case handler who initially processed the request.​

Unauthorized: A package that exceeds size, weight, or specific instruction restrictions. If a

package is deemed "unauthorized," FedEx may refuse to process it.
​
Valid: Meets the criteria for successful processing and delivery.

Reference number: Is an optional identifier assigned to a shipment by the shipper to help them
track and manage their packages.

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