DC Operations eFC Trace - FedEx

eFC Trace - FedEx

Policy and Procedure Document
Updated: July 11, 2014
Cae Type !eneral "n#o
Trace Request cases are created when a customer has not received his or her order in the
promised time frame. We must wait 8 business days from the date the order was submitted
before submitting a trace request. For orders being sent to APOFPOs via !"P"# we must wait
$% days before crediting# as we do not trace !"P" orders.
Connect
&. Open the case in 'onnect.
(. Read notes in the message tab if private notes are entered.
$. Read the notes in the 'ase )etai*s tab.
+. ,ocate order number in 'onnect.
-. Put order number into '"'.
&
DC Operations eFC Trace - FedEx
.. /a0e sure the status is 1comp*ete2 and hit 1Wor0 On2 to active the order.
3. '*ic0 on the trac0ing number to verify if the pac0age has been de*ivered.
(
DC Operations eFC Trace - FedEx
8. Once the pac0age has been determined as de*ivered# chec0 the retai*
prices of a** the items under that trac0ing number to confirm that they are
4&%%.%% or more.
5$ote: "# t%e retail &alue o# t%e pac'a(e i le t%an )100, you may proce a return #or t%e item in
C*C+ $ote t%e cae in Connect+ *ol&e t%e cae, a&e and cloe+
6. 7f the retai* price of a** the items in the trac0ing number are more than
4&%%.%% then we are ab*e to start a trace at Fed89.com. )etermine the
eF' from which the pac0age came:
eF' &
Password ; <""F)=6
!sername ; Retai*(%
eF' (
Password ; <""F)=.
!sername ; Retai*(+
eF' $
Password ; <""F)=3
!sername ; Retai* (&
eF' +
Password ; <""F)=8
!sername ; Retai* ($
$
DC Operations eFC Trace - FedEx
'*ic0 ,og in
&%. Put your cursor over the word manage. !nder 1Pac0age# 8nve*ope# or
89press Freight2 go to 1"ubmit c*aims2
&&. "e*ect ,oss >'omp*ete?# and then enter in the trac0ing number and the
ship date which can be found on fede9.com. '*ic0 continue.
+
DC Operations eFC Trace - FedEx
-
DC Operations eFC Trace - FedEx
&(. Fi** out "ection @ >Recipient 7nformation? with the shipping address on the order
&$. 7n section '# enter the address from which the pac0age was shipped. The
7nterna* reference number is the <oh*s.com order number. The emai* address wi**
a*ways be trace.he*pA0oh*s.com.
eF' Addresses
eF' &
$-%% "a*Bman Rd
/idd*etown# OC +-%++D6+%&
eF' (
8(- 8 'entra* Ave
"an @ernardino# 'A 6(+%8D(+&$
eF' $
&3%& Trimb*e Rd
8dgewood# /) (&%+%D$%%8
eF' +
(%&6 E 7D$- 8ast
)e"oto# T= 3-&&-
.
DC Operations eFC Trace - FedEx
&+. 7n section )# se*ect the contents of the pac0age. 'urrency type shou*d be !"
)o**ar >!")?. Add the retai* price of a** the items in the trac0ing number and enter
that amount in both the 1/erchandise Fa*ue2 and 1Repair or Rep*acement 'ost2
fie*ds. '*ic0 continue.
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DC Operations eFC Trace - FedEx
&-. Ferify a** of the entered information and hit submit
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DC Operations eFC Trace - FedEx
&.. There is no need to print out a confirmation. The information wi** be sent to the
trace he*p bo9.
&3. Eote the case that you have submitted a trace with Fed89 for trac0ing
=======. "o*ve the case and save and c*ose it.
&8. Gou may a*so ca** our Fede9 Premier 'ustomer "ervice at &D8%%DHOF8)8= to
start a trace c*aim# if preferred. "e*ect 162 on your phone when you hear the
automated voice. 8nter the 1one ca** support number2 when prompted# which is
,40-./012. Our ca**bac0 phone number to provide Fed89 is &D8--D8+6D&&+8.
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