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FedEx Ship Manager® Help - Returns
FedEx Ship Manager® Help - Returns
 

Help Options



Help Menu
Click the Help menu at the top of each page to access the following tools:
  • Help with this page — Includes FAQs, specific instructions and additional information for the sections and processes you see on the screen.
  • Interactive Help Guide — Offers a demo, the ability to practice using our applications, assistance during actual transactions, a printable User Guide and “What’s New” information.

Contact FedEx
Refer to FedEx Customer Support for ways to contact FedEx via email, mail, or phone.

Frequently Asked Questions


  1. What is a return shipment?
  2. How do I create a return shipment only (U.S. only)?
  3. How do I create a return shipment with an outbound shipment (U.S. only)?
  4. How do I select a return label type?
  5. How can I find out how much my return shipment will cost?
  6. How do I schedule a pickup?

Return Shipments


FedEx® Returns are initiated by a merchant or customer and allow a return package to enter the FedEx® Return System at any location. This functionality helps to monitor the returns process from package pickup through delivery back to the return location.
  • Returns are available for FedEx Express® and FedEx Ground® shipments.
  • A regular outbound label cannot be used for return purposes since the package's origin is now its destination.
  • Tracking and visibility of the package start at the point where the first scan is received into the FedEx system.
  • You are not invoiced for a return shipment if the return shipment label is not used.

FedEx return shipments automate the returns process by providing merchants with the following abilities:
  • Print a return shipping label to send with the outbound package.
  • Email customers a ready–to–use, password–protected shipping label.
  • Generate a pickup and label request for their customer's return shipment.
  • Track a return package by a merchant–assigned RMA (Return Materials Authorization) number.
  • Link a return shipment to an outbound replacement shipment for tracking purposes.

The terms and conditions, rates and accessorial fees for return services differ from those associated with regular FedEx® shipments. Please refer to the FedEx Service Guide at fedex.com for more information.

Note that not all return options are available for all from/to locations.

Create a Return Shipment Only


  1. Select Create Return Shipment from the Prepare Shipment tab.
  2. Complete the required information on the Create Return Shipment screen, and click Ship to process your return.

For detailed help with sections on this screen, continue reading below or select one of the following specific topics. You may also click the Help link at the top of each section:

Create a Return Shipment with an Outbound Shipment


  1. Select Create a Shipment from the Prepare Shipment tab.
  2. Complete the required information for the outbound shipment. Be sure to select Process a return shipment in the Special Services section.
  3. When you have completed information for the outbound shipment, click Continue to create the return shipment.

You may also associate a return shipment with an outbound shipment by clicking on the link in the Return a Previous Shipment module and selecting an outbound shipment from your shipment history or manually entering an outbound shipment tracking number and shipment date.

For detailed help with sections on this screen, continue reading below or select one of the following specific topics. You may also click the Help link at the top of each section:

Return Package To



Recipient information
Use one of the following options to enter or select your recipient information:
  • Select a saved recipient from the Company or Contact name drop–down menu.
  • Enter all required information for a new recipient.

Perform detailed address check
Select this option if you want FedEx to check your recipient address. To customize the FedEx® Address Checker, go to the My Lists tab and select Address Book, then Customize to set defaults. Refer to FedEx Address Checker for more specific information about the FedEx Address Checker.

This is a residence
Select this option if you are shipping to a residence within the U.S. Additional fees may apply.

Save recipient information
  • Save new address in address book: Select this option to save the recipient for future use.
  • Save changes in address book: Select this option to save updates to the recipient information in the Address Book.




Return Package From


Sender information
Use one of the following options to change the sender:
  • Select a different sender from the Contact ID, Company or Contact name drop–down menu.
  • Enter all required information for a new sender.

This is a residence
Select this option to indicate that you are shipping from a residence instead of a business address. There is a charge for pickup from a residence. Please refer to the FedEx Service Guide at fedex.com for more information on residential pickup surcharges. A residential address is considered to be any home or private residence; this includes locations where a business is operated from the home.

Save sender information
Select Save new address in address book to save a new sender for use in future shipments.

Return Package & Shipment Details



Return label type
Select one of the following options:
  • Print: Select this option to include the return label with the outbound shipment or send the printed return label in a separate correspondence to your customer. This label can be used at a future time. Shipping services available for this return option are: FedEx Express® (FedEx First Overnight®, FedEx Priority Overnight®, FedEx Standard Overnight®, FedEx 2Day®), FedEx Ground®, and FedEx Home Delivery®. The details for your FedEx® Print Return Label request are stored in your Ship History.
  • Email label: Select this option to send your customer an email containing a link to retrieve their return label. Shipping services available for this return option are: FedEx Express (FedEx First Overnight, FedEx Priority Overnight, FedEx Standard Overnight, FedEx 2Day), FedEx Ground and FedEx Home Delivery. Refer to Email Return Label for more information.
  • FedEx ExpressTag®: Select this option to have a FedEx Express courier go to your customer's location, create and affix the shipping label and take the package for return. FedEx Express (Priority Overnight, Standard Overnight, 2Day) is the only shipping services available for this return option. Refer to FedEx ExpressTag for more information.
  • FedEx Ground® Call Tag: Select this option to have a FedEx Ground driver go to your customer's location, create and affix the shipping label and take the package for return. Shipping services available for this return option are: FedEx Ground and FedEx Home Delivery for commercial and residential pickup requests. Click FedEx Ground Call Tag for more information.

Note that not all return label types are available for all from/to locations.

Service type
Select the service type from the drop–down menu. Please refer to the FedEx Service Guide at fedex.com for detailed information on FedEx services and delivery commitments.

Package type
Select the package type from the drop–down menu. Please refer to the FedEx Service Guide at fedex.com for detailed information on FedEx packaging.

Number of packages
  • Answer Yes to the question, “Are packages identical?” if you are shipping more than one package and all packages have the same weight and dimensions.
  • If you are shipping more than one package and the packages are not identical, select No and enter individual package information in the Multiple–Piece Shipment (MPS) Details section. This section is limited to 10 rows for Print and Email return labels, or 5 rows for a FedEx ExpressTag or FedEx Ground® Call Tag.

Weight or Weight per Package
Enter the weight of the return shipment. If the shipment contains more than one package and all packages are identical, enter the weight per package.

FedEx reserves the option to re–weigh and measure your package(s). Your rate may change based on actual weight or dimensions.

Dimensions
Select a saved dimensions profile from the drop–down menu or select Enter dimensions manually. The minimum package dimensions are 1 in or 1 cm for each dimension: length (L), width (W) and height (H).

To save your dimensions for use in future shipments, click Save dimensions profile and enter the profile name, up to 10 characters. You can save up to 20 profiles. To view, modify or delete dimensions profiles, select Dimensions from the My Lists tab. Refer to Dimensions for more information.

Declared value or Declared value per package
Enter the declared value for the return shipment. If the shipment contains more than one package and all packages are identical, enter the value per package.

The declared value of any package represents our maximum liability in connection with a shipment of that package, including (but not limited to) any loss, damage, delay, misdelivery, non–delivery, misinformation, any failure to provide information or misdelivery of information relating to the shipment. It is the shipper’s responsibility to prove actual damages. Exposure to and risk of any loss in excess of the declared value is assumed by the shipper. You may transfer this risk to an insurance carrier of your choice through the purchase of an insurance policy. Contact an insurance agent or broker if you desire insurance coverage.

Date created
This field defaults to today’s date.

Saturday delivery allowed
This selection allows a return shipment to arrive on Saturday if this is the most expedient delivery option available. If a Saturday delivery is made, associated fees will apply. Note: no additional fees will apply if Saturday delivery is not available for the return shipment.



Email Return Label


Use this option to send your customer an email containing a link to retrieve their return label. Your customer prints the label, applies it to the package, and drops the package at any FedEx dropoff location or gives it to a FedEx driver. Your customer can find the closest dropoff location directly from their return label screen.

When you process a FedEx Email Return Label shipment, you do not see a copy of the label. Instead you receive a confirmation with the tracking number(s) related to the specific request. The details for your FedEx Email Return Label request are stored in your Ship History.

Additional information
  • Expiration date: Click the calendar icon and select the expiration date for accessing the email label.
  • Email label to: Enter the email address where the return label will be emailed.
  • Return contact phone number: Enter the telephone number that your customers can call if they have questions about their return shipment. To save this number as the default when processing email return labels, select Save as my default.
  • Personalized message: Enter a personal message, up to 200 characters, that is added to the email sent to your customer. To save this message as the default when processing email return labels, select Save as my default.
  • Item Description: Describe the item being returned.


FedEx Express Tag®


Use a FedEx ExpressTag to have a FedEx Express courier go to your customer's location, create and affix the shipping label, and take the package for return. Your customer receives a receipt containing the tracking number(s) associated with the FedEx ExpressTag request.

When you process a FedEx ExpressTag request, you do not see a copy of the label. Instead you receive a confirmation with the tracking number related to the specific request. The FedEx ExpressTag provides you with a master tracking number. Additional tracking numbers are generated when the courier prints the labels on site. You can track your packages by using the master tracking number. The details for your FedEx ExpressTag request are stored in your Ship History.

Package pickup can be scheduled for the same day or next day (Monday through Friday) and 1 package pickup attempt is made on the requested date and time. Please instruct your customer to have the package ready and packed for the courier to avoid a failed pickup attempt.

FedEx ExpressTag availability is dependent upon location and availability of the wireless signal needed for the courier to receive the FedEx ExpressTag request and to be able to print the label. Wireless signals may not be available in more remote locations. The time availability and lead time required by FedEx couriers to pick up packages can differ by geographical area, service selected and ZIP code. Generally, most packages can be picked up after 1:00 PM and the average amount of notice that is needed for a courier to pick up a package is 2 hours. In some cases the lead time required may be 3 hours. When you create a FedEx ExpressTag request, you are asked to enter the package Ready Time and the business Close Time. The difference between these times should be at least 2 hours. If FedEx requires more than 2 hours, you will receive an error message indicating invalid package Ready Time.

Additional information
  • Pickup date: using either the text box or the calendar icon, select the current date or the next business day as the pickup date.
  • Ready time: indicate the time that the return package will be ready for pickup.
  • Close time: indicate the latest time at which the return package may be picked up; this must be at least 2 hours after the ready time.
  • Pickup instructions: enter up to 25 characters in the text box to provide pickup instructions. For example, identify where the package will be located (e.g., front desk).


FedEx Ground® Call Tag


Use a FedEx Ground Call Tag to have a FedEx Ground driver go to your customer's location, create and affix the shipping label and take the package for return. Your customer receives a receipt containing the tracking number(s) associated with the FedEx Ground Call Tag request.

When you process a FedEx Ground Call Tag request, you do not see a copy of the label. Instead, you receive a confirmation with the tracking number(s) related to the specific FedEx Ground Call Tag request. You receive a tracking number for each package. The details for your FedEx Ground Call Tag request are stored in your Ship History.

Commercial pickups are available Monday through Friday and can be scheduled no earlier than next day and no farther in advance than 14 days in the future. Residential pickups are available Tuesday through Saturday and can be scheduled for pickup no earlier than next day and no farther in advance than 14 days in the future. Up to 3 pickup attempts are made for each FedEx Ground Call Tag request. Pickup attempts are made on the next 3 consecutive days. Please instruct your customer to have the package ready and packed for the driver to avoid a failed pickup attempt. Shipping services available for this return option are: FedEx Ground and FedEx Home Delivery for commercial and residential pickup requests. Hours of operation for FedEx Ground are 8:00 am to 6:00 pm. There is no set time when the FedEx Ground courier will attempt to pick up the package.

Additional information
  • Item Description: Describe the item being returned.
  • Pickup date: Using either the text box or the calendar icon, select the date on which the return shipment will be available for pickup; this may be no earlier than tomorrow and no later than 14 days from now.
  • Ready time: Indicate the time that the return package will be ready for pickup.
  • Close time: Indicate the latest time at which the return package will be available for pickup.
  • Pickup instructions: Enter up to 30 characters in the text box to provide pickup instructions. For example, identify where the package will be located (e.g., front desk).


Billing Details


Bill transportation to
Select the account to bill for the shipment from the drop–down menu.
  • If you select Third Party, enter the 9–digit FedEx account number to bill in the Account number field.
Reference fields
  • Enter or select reference information in the Your reference field, such as a customer number used by your company.
  • Enter the RMA number. The RMA (Return Materials Authorization) number is assigned by you and helps identify a shipment as an authorized FedEx Return shipment. This number is printed on the FedEx label and on the reference section of your FedEx invoice.
  • Select More reference fields to enter or select a P.O. number, invoice number and department number.
More information about references:
  • You can enter up to 30 characters in the reference fields.
  • References can be used for tracking and reporting purposes.
  • All references except Invoice no. print on your FedEx Express, FedEx Ground and FedEx Express® Freight services invoices.
  • References print on all shipping labels.


Special Services


Select the special service(s) for your shipment and enter any additional required information. The available FedEx special services that display depend on your shipment’s origin, destination, return label type and package & shipment details.
  • Dry ice (Dry Ice shipping is currently available via FedEx Ship Manager® for U.S. domestic and U.S. export FedEx Express shipments only): Dry ice or carbon dioxide solid (UN 1845) is frozen carbon dioxide. Enter the weight of the dry ice in pounds (lbs.) or kilograms (kg). The maximum allowable dry ice weight per shipment is 200 kg (440 lbs.).
  • Hold at FedEx Location (FedEx Express and FedEx Express Freight Services Shipping Only): Select this option to indicate that the recipient will pick up the shipment at a FedEx location. Contact your local FedEx office to learn which FedEx locations offer this service. Select the option or click Edit and enter the address of the FedEx location where you want to hold your shipment. Then click OK.
  • Non–standard packaging: Select this option to indicate that your FedEx Ground shipment is packaged in a non–traditional or irregularly–shaped container (e.g. a pail). A surcharge may apply. Contact FedEx Ground Customer Service at 1.800.GoFedEx 1.800.463.3339 for guidelines or to find out if your packaging is classified as non–standard.
  • FedEx® Returns Clearance: select this option to request for the broker to pursue any customs clearance processes related to return shipments to minimize the duty and tax liability on these shipments. Optimize potential benefits by selecting FedEx Returns Clearance on both the outbound and return shipment. Additional ancillary fees may apply. This option is available for select International non–document return shipments and is not available for all from/to destinations.

FedEx® Delivery Signature Options (U.S. only)
To request a signature when the package is delivered, select one of the following signature types. Refer to the FedEx Service Guide at fedex.com for more information about signature options and fees.
  • Indirect Signature Required: FedEx obtains a signature from someone at the delivery address; from a neighbor, building manager or someone at a neighboring address; or the recipient can sign a FedEx Door Tag authorizing release of the package without anyone present. This option is available only if you checked This is a residence in the To section and is not available for shipments to nonresidential addresses.
  • Direct Signature Required: FedEx obtains a signature from someone at the delivery address. If no one is at the address, we reattempt delivery.
  • Adult Signature Required: FedEx obtains a signature from someone at least 21 years old (and possessing the required government–issued photo ID) at the delivery address. If no eligible recipient is at the address, we reattempt delivery.

FedEx InSight® Service Options
To select these options, you must be enrolled in FedEx InSight, and you must enable FedEx InSight in the Special Services section on the Preferences screen.
  • Block shipment data: Select this option to prohibit the recipient or third party from viewing the shipment information.
  • Shipment contents: Select this option to enter the specific contents of your shipment.


Email Notifications


Email notifications are not available for packages using a FedEx ExpressTag or FedEx Ground Call Tag.
  1. Enter email addresses for the sender and recipient and select the email language for each from the drop–down menus. To send notifications to 2 others, select Add additional recipients and follow the same steps.
  2. Under Notification type, select each notification type you want to send.
    • Ship notifications indicate that the shipment information has been sent to FedEx.
    • Tendered notifications indicate when FedEx has picked up a shipment.
    • Pickup notifications indicate that the pickup has been successfully scheduled.
    • Exception notifications indicate any exceptions that may cause a delivery delay.
    • Delivery notifications indicate that the package has been delivered.
  3. Select the format type for your email notifications.
  4. To add a personal message to your email notifications, click Add a personal message and enter up to 120 characters. A personal message is not available for the wireless format or non–English characters.


Rates and Transit Times


The Rates and Transit Times section displays the estimated shipping costs and transit times for your shipment. The rate quote you receive may be different from the billed charges for your shipment based on actual package weight, dimensions and other shipment details. For information on how shipping charges are calculated, please refer to the FedEx Service Guide at fedex.com.

To get rates and transit times outside of FedEx Ship Manager, select Get Rates and Transit Times from the Ship tab at fedex.com. Refer to Get Rates and Transit Times for help with this feature.

For FedEx Express shipments, your quote is based on rates associated with your FedEx account number and includes any applicable discounts. For FedEx Ground shipments, the rate shown is a standard list rate.

Select a service
Select the service and proceed with completing your shipment. The Service type field in the Package & Shipment Details section displays your new service selection.

View all services
Select this option to view all services available for your shipment.

View or print the rate details
Click View rate details.


Complete your Shipment


Click Ship to process your shipment.

When the Label screen displays, you can print a print return label and view or print the instructions. You can view or print the confirmation for an Email, FedEx ExpressTag or FedEx Ground Call Tag return.



This information is provided to you and its use is subject to the FedEx Automation Agreement under which you obtained or have been authorized to use FedEx Ship Manager® at fedex.com. No warranties are extended and all warranties, including without limitation, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED, regarding this information. Any conflict between this information and the Automation Agreement, or transportation agreement between you and FedEx, or between this information and the FedEx Service Guide will be governed by the Automation Agreement, the transportation agreement and the FedEx Service Guide, in that order. Your use of this information constitutes your agreement to these terms.

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