UPS Procedures
UPS Procedures UPS Shipment Processing Summary ...................................................................................................... 1 UPS Hold For Pickup .................................................................................................................................... 2 Processing UPS Hold For Pickup .............................................................................................................. 3 Standard UPS Delivery ................................................................................................................................ 4 Express C.O.D. UPS Delivery ...................................................................................................................... 4 Domestic Electronic C.O.D. Delivery ........................................................................................................ 7 Domestic Manual C.O.D. Delivery ............................................................................................................ 8 Brokerage C.O.D. UPS Delivery ................................................................................................................. 9 Standard UPS Pickup (Drop-Off) ............................................................................................................. 11 Accepting UPS Shipments ....................................................................................................................... 12 Recording UPS Shipments ....................................................................................................................... 13 UPS customers able to pay online for Collect on Delivery service ............................................. 14 Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. UPS Procedures UPS Shipment Processing Summary UPS Shipments • UPS shipments will arrive in clearly marked UPS packages. You will notice a difference in the number of characters for the UPS PIN# on the waybill. o Manual UPS PIN - 11 characters in length (for documentation purposes, you will need to add the customer’s account number to the end of the PIN) o Electronic UPS PIN - 18 characters in length • DO NOT ACCEPT CASH. Review the available methods of payment for UPS customers in this manual section. • UPS has a variety of services that differ from Purolator. The key services you will note are: o Adult Signature Required (ASR) – this service requires a person of provincial age of majority or older to pickup and sign for the shipment. o Collection on Delivery (C.O.D.) – this service allows for funds to be picked up on behalf of the shipper or UPS. Shipping Agent Paperwork • Agent paperwork needs to be submitted to Purolator following the current daily and weekly process. The paperwork that is submitted will need to include UPS waybills and/or any funds collected for C.O.D. services as noted in this manual section. • Regardless of the number of entries listed on the HFPU & Agent Daily Shipping Reports (i.e. even if there is only 1 entry on the entire form), please ensure that the courier copies of the both reports are submitted to your Purolator driver on a daily basis. • The current forms used to record information: Agent Hold for Pickup Report, Agent Daily Shipping Report and the Agent Hold for Pickup Log will be used for both Purolator and UPS shipment. o It is critical that you use separate forms for Purolator and UPS. We suggest that you mark/dedicate separate books for UPS. Order additional books if needed. NOTE • The Purolator driver may ask you to sign for the UPS pieces delivered to your location. In this instance, please enter your retail agent (RA) number as your signature. This is for the express purpose of being able to provide visibility to UPS shipments as they enter into our retail agent network. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 1 UPS Procedures UPS Hold for Pickup This is freight that was sent directly to the location for the UPS customer to come pickup. Alternatively this could be freight that the courier will deliver to the Authorized Shipping Agent after attempting delivery the designated number of times. UPS Hold for Pickup freight will: • Follow the current HFPU process in place for Purolator shipments • Follow the current Purolator hold time for regular shipments. The 5 days begin when the shipment arrives at the Shipping Agent. • Be returned as per the current Purolator process. In the case for UPS pieces, the Purolator driver may ask you to sign for the UPS pieces being dropped off at your store. In this instance, please enter your retail agent (RA) number as your signature. Check the package for UPS Special Services. Adult Signature Required ADDITIONAL INFORMATION This label or marking means that the customer picking up must be of Provincial age of majority or older. Additional Information Entering your RA number in the signature section of the scanner, for the UPS pieces being dropped off at your location, will provide visibility of UPS shipments as they enter our agent network. Do not accept shipments that are ‘bad address’ or ‘damaged’. Those are to be returned to the Purolator terminal for resolution. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 2 UPS Procedures Processing UPS Hold for Pickup • Receive the freight from courier. • Enter RA number if driver prompts you for a signature. • Follow normal Hold for Pickup procedures. • Record shipments on Agent Hold for Pickup Log • Hold customer package for 5 business days. • Return to Purolator after 5 days using the current Purolator return process. When the customer comes in to pickup their shipment, follow the Standard UPS Delivery Process for Shipping Agents. Please ensure separate sheets, demarked with ‘UPS’, are used for recording UPS pieces. If the customer decides to change the delivery (i.e. redelivery/redirect), the Purolator Terminal will provide you with the details received from UPS. Record UPS shipment details on the Agent Hold For Pickup Log as per current process. Additional Information For UPS Shipments that were shipped directly to your location, contact the customer immediately to advise them you are holding the package. Please provide them with your store location, however ask them to contact UPS at 1 800 Pick UPS (1 800 742-5877) for any additional information or shipping requests. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 3 UPS Procedures Standard UPS Delivery Before beginning the delivery of the package read the package label and verify that it is a UPS label (waybill). If the package is an Express C.O.D., C.O.D. Brokerage, or anything else, refer to those instructions in this booklet for additional instructions. Processing a Standard UPS Delivery • Verify if the package is an Adult Signature Required (ASR) shipment. If yes, ensure that the customer meets the requirements for delivery before proceeding. • Record the package information on the Agent Hold for Pickup Report. • Record the other required details on the form (i.e. Proof of ID, time, customer name, C.O.D. amount). • Have customer sign report in the designated field. Be sure to submit the Agent Hold for Pickup Report (UPS written on the bottom) with your regular Purolator paperwork to your courier daily. Additional Information When documenting a UPS PIN, if the PIN only contains 11 digits, please add the shipper’s account number to the end of the PIN. The account number can be found in the ‘UPS Account Number’ section of any manual or electronic waybill. Express C.O.D. UPS Delivery The Express C.O.D. (Collection on Delivery) is a service offered by UPS that is similar to Purolator’s current ExpressCheque service. Key things about Express C.O.D. • The shipment containing the C.O.D. will need to travel through Purolator’s system. DO NOT ACCEPT CASH, DEBIT or CREDIT CARD. • The cheque needs to be made out to the shipper and NOT UPS. • Express C.O.D. shipments will have a miniature Express envelope attached to it. Processing Express C.O.D. shipments for delivery: Before processing the shipment read the package label and verify that it is a UPS Express C.O.D. shipment. Remove the miniature Express envelope attached to it. • • Remove the Express C.O.D. letter and C.O.D. slip from the package. Collect payment amount required. This is indicated on the C.O.D. slip along with any special instructions such as ‘certified cheque’ or ‘money order’. Additional Information Payment may include cheques, money orders/bank drafts and certified cheques. Cash, Debit or credit card are not to be accepted. Any special instructions Express C.O.D. Amount Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 4 UPS Procedures Express C.O.D. UPS Delivery (cont’d) • • Record the cheque number, shipper name, C.O.D. amount and date on the receipt section of the C.O.D. tag. Provide this to the receiver as proof of payment. Before sealing, place cheque and shipper portion of C.O.D. slip into the Express envelope. The billing (remittance) copy of the express envelope is submitted along with your daily paperwork to your Purolator courier. It is called Driver Turn In Copy on the form. Customer receipt The remittance copy is indicated on the side of the Express C.O.D. Label. “Driver Turn In Copy” • The delivery is recorded on the Agent Hold for Pickup Report. Remember to: Record the UPS Package I.D. (PIN) Record Proof of Identity o The current approved list of IDs for Purolator is accepted for UPS. Print the customer’s name. Have the customer sign. Additional Information Remember that the cheque or payment must be made out to the shipper not UPS. It is important that you collect the payment prior to delivering the package to the customer. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 5 UPS Procedures Express C.O.D. UPS Delivery (cont’d) Once the delivery is complete and you’ve released the shipment to the customer, be sure to record the Express Envelope information on your Agent Daily Shipping Report. The example below shows you the key information you’ll need. Record: •Account Number •Shipper Info •UPS PIN # Only record the UPS shipment that you are delivering to the customer on the form. Details of the Express Envelope need to be recorded on the Agent Daily Shipping Report. Additional Information Be sure that you submit the billing copy with your daily paperwork to your courier. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 6 UPS Procedures Domestic Electronic C.O.D. Delivery C.O.D. (Collect On Delivery) are amounts payable upon delivery as requested by the shipper. C.O.D. funds are always payable to the Shipper, not UPS. Processing the C.O.D. Delivery • Review UPS Label to verify that it is an Electronic C.O.D. Delivery. • Collect a cheque for the amount required. The amount is listed on the package at the bottom of the delivery label. The cheque will be stored with your Purolator bill of ladings for submission. • Deliver the shipment to the customer as per the Standard UPS Delivery instructions. o Be sure to record the C.O.D. amount collected under the “charges” column of the Agent Hold for Pickup Report. • Review specific services for the package required (Look for C.O.D. and signature requirements). Additional Information “Cash Only” will be interpreted as “Certified Cheque” or “Money Order”. Do not accept cash, debit or credit card Note: There is no specific envelope for collection of the C.O.D. amount. Example of an Electronic C.O.D. Bill of lading Look for these key indicators to know that it is C.O.D. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 7 UPS Procedures Domestic Manual C.O.D. Delivery C.O.D. (Collect On Delivery) are amounts payable upon delivery as requested by the shipper. C.O.D. funds are always payable to the Shipper, not UPS. Before processing the shipment read the package label and verify that it is a UPS manual C.O.D. shipment. Once you’ve verified the shipment: • Remove the C.O.D. label from the package. Collect payment type from customer. • If shipment has an ASR or SR service, review those processes before continuing. • Deliver the shipment per the UPS Standard Delivery process. Once all the delivery requirements are met and the funds are collected, remove the centre section of the C.O.D. Tag (Remittance copy) and release the package to the customer. The C.O.D. label will display the amount to be collected and the payment type required by the sender. This is the receipt for the consignee of the shipment. Additional Information C.O.D. requirements would be C.O.D. amount and payment type (i.e. certified cheque). “Cash Only” will be interpreted as money order or certified cheque. Signature requirements would be if the package has an ASR or SR service. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 8 UPS Procedures Brokerage C.O.D. UPS Delivery Determine if the shipment is a UPS C.O.D. Shipment inbound from a US or International location. If so, the package will have an 8 1/2" X 11" plastic envelope with a Brokerage C.O.D. form insert with large red letters. Remove the Brokerage C.O.D. form from the envelope. • The Brokerage C.O.D. form consists of two parts/pages so the forms can be distributed to the appropriate parties. Complete the C.O.D. documentation by ensuring the Consignee signs the POA - Power of Attorney section of the C.O.D. slip. The top copy is the Driver's Remittance (billing copy) and the bottom copy is the explanation of the charges for the consignee. UPS Brokerage C.O.D form (manual) UPS Brokerage C.O.D form (automated) Additional Information POA (Power Of Attorney) are charges payable upon delivery for services, duties and taxes resulting from the clearance of shipments of International origin, through customs. POA charges are always payable to the UPS, not the shipper. Remove the UPS Brokerage C.O.D. label from the package and collect the payment for the amount indicated from the receiver. For cheque payments, ensure the amount is made out to UPS. Credit card payment is permitted for brokerage C.O.D. In the payment section of the UPS Brokerage C.O.D. label clearly and legibly record: • The credit card number, • Expiry date • Type of credit card provided Note: The same information is required for both manual and automated version of the form. Additional Information POA (Brokerage) disputes are common. If a consignee feels that the charges are not appropriate, ask them to contact UPS at 1 800 Pick UPS (1 800 742-5877). Do not release the package to the consignee until the consignee pays POA amount or a remittance has been received Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 9 UPS Procedures UPS Brokerage C.O.D form (automated) Brokerage C.O.D. form Credit card information section Once all the delivery requirements are met and the funds collected, remove the centre section Remittance Copy of the C.O.D. Tag and release the package to the customer. Store the cheque and C.O.D. label with the Purolator daily paperwork. The Cheques and Brokerage C.O.D. remittance copies are to be returned to Purolator with the Purolator daily paperwork where they can be reconciled. Note: For the automated waybills the second page or copy of the form is to be submitted as the remittance copy. Centre Section - Remittance Copy Brokerage C.O.D. Substitution tag Additional Information If the centre section of the tag (Remittance copy) is missing, record the original POA tag's details (name, address, brokerage amount, etc) on a Brokerage C.O.D. Substitute Tag and have the consignee sign and date the tag. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 10 UPS Procedures Standard UPS Pick-Up (Drop-Off) The Standard UPS Pick-Up refers to a UPS account customer dropping off their shipment at a designated Purolator Shipping Agent. In most cases the customer will already have the bill of lading filled out either manually or electronically. In instances where the customer arrives without a completed bill of lading, provide them with a manual UPS bill of lading. NOTE: UPS customers cannot use their UPS account on a Purolator bill of lading. If a UPS customer does not have all the information to send the shipment via UPS, you cannot take that as an opportunity to cross-sell Purolator services or products. The customer will need to contact UPS or provide you with all the necessary information. Hint: To quickly determine if the package is a Purolator or UPS package, examine the label on the shipment. UPS labels will have a UPS logo on it. Domestic waybill (manual) example International waybill (manual) example Additional Information UPS supplies can be obtained from your courier. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 11 UPS Procedures Accepting UPS Shipments Verify that the correct bill of lading is used for the shipment type. Ensure that all necessary fields of the bill of lading are complete. Check for: • Complete Shipper Address • Complete Receiver Address • Products/Services are selected • Customer Signature To prevent billing issues later, be sure to verify that the account number is present. Remember only account holders will be dropping off freight. Do not accept cash or alternative payments to an account. Note: Not all printed (automated) waybills will have the account number shown. It is still ok to accept these shipments as UPS’ system has already received the billing information. Verify that the customer has completed the waybill including full address for shipper and receiver. Check to see that they have their UPS account number. 639X21 Check to ensure customer has indicated if the shipper or receiver is to pay duties & taxes. Additional Information Do not accept cash, VISA, AMEX, MasterCard or cheque for any UPS shipments being dropped off. UPS customers dropping off must use their account which will be on a fully completed waybill. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 12 UPS Procedures Recording UPS Shipments Using the Agent Daily Shipping Report to record all UPS Shipments dropped off at your location. Be sure to separate your UPS shipment from the Purolator ones. Do this by writing ‘UPS’ on the bottom of the page. In addition to the regular information on the form (i.e. Agent name, address, etc) Remember to record: • The UPS Customer Name (Shipper) • The UPS Package I.D Number • Number of pieces in the shipment • UPS Account Number UPS Package IDs can be found below or above the barcode on the labels. Record UPS shipment details for the account customer dropping off. Do not record any information in the payment sections. Write UPS on the bottom of the page before recording any UPS shipments. Additional Information Be sure to hand in the billing copies of the UPS bills of lading to the courier with your daily paperwork. Do not accept cash, Visa, AMEX or MasterCard for any UPS shipments being dropped off. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 13 UPS Procedures UPS customers able to pay online for Collect on Delivery service UPS customers are able to pay online for Collect on Delivery (C.O.D.) shipping service. When dealing with UPS C.O.D. shipments, please remember the following: • Customers are required to print their online payment receipt and give a copy to the Retail Agent when picking up their shipment, as proof of C.O.D. online payment. • These documents are treated the same as a C.O.D. pull tag notification from UPS. • Please verify that the receiver name and the tracking number from the C.O.D. payment receipt match the receiver name and tracking number on the shipment. • The amount on the receipt overrides any amount on the invoice attached to the package. • Retail Agents are not to release C.O.D. shipments without a printed copy of the C.O.D. online payment or without receiving the actual payment from the customer and are to return the shipment to the driver. Please refer to the next page for an example of a UPS customer receipt for an on line payment of import charges. Should customers have any questions, they can call UPS at 1 877 877-1851. Purolator confidential - for internal use only, Last Updated: 9/26/13, Wendy Bridger, Copyright © 2011 Purolator Inc. 14
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