|FedEx Return System||
FedEx Return System has been designed to be easy to use for both novice and experienced users. The application will walk the user step-by-step through the process of producing a FedEx shipping label based on the customer’s RMA number.
Recognizing a FedEx Return System RMA
Most customers utilizing your location to return merchandise will have been provided with documented return instructions (including an RMA number) by their merchant. Please keep in mind, however, that some customers may be unfamiliar with the FedEx Return System process and unsure of what to expect when they arrive at your location. To help your location staff recognize the customer’s need, some merchants also provide their customers with “operational processing instructions” directed at the FedEx Return System location employee (i.e., You). These additional/optional instructions are given to the location employee along with the RMA information to further facilitate processing.
Because FedEx Return System participating merchants have the flexibility to customize the presentation of the customer instructions and the RMA number (within acceptable parameters), all FedEx Return System requests will not look exactly alike.
FedEx Return System RMA Characteristics:
Example 1: FXZZ00012341234$0000052
Example 2: FFRP99234512312$0231412
Example 3: DRQW55NORT1234X
Customer Return Instructions typically include:
Additionally, please keep in mind that the customer entering your store is UNLIKELY to use the phrase:
“Please process this FedEx Return System package.”
A MORE LIKELY scenario would be for the customer to hand you the box and a piece of paper with an RMA on it and say:
“I need to return this.”
“Bob’s Baseball Bonanza told me to bring my bat here and give you this number and you would ship it for free.”
Regardless of what – if anything – the customer provides in terms of written documentation, the first consideration is whether or not the FedEx Return System application is able to confirm that the return request (RMA) exists and is authorized. When in doubt, always make multiple attempts to correctly enter the RMA into the FedEx Return System application prior to concluding that a problem exists with the RMA provided by the customer. Additionally, contact the FedEx Return System Hotline (1.800.305.0593) if a problem arises and make an earnest attempt to resolve the issue before advising the customer that you are unable to help them.
Examples of FedEx Return System RMA Instructions
The above (fig 1 and fig 2) illustrate only two of the more common FedEx Return System RMA instruction formats. Merchants may also incorporate the RMA and the RMA barcode into the original order packing list or customer invoice. These implementations may not include an RMA barcode. Please review any materials provided by the customer in association with the return request and work with the customer to determine the return authorization number.
Lastly, some customers may have forgotten the RMA number or failed to bring the return instructions their merchant provided. This does not necessarily mean that they are not FedEx Return System customers. In most circumstances, these customers can still be assisted if the merchant provided return authorization can be confirmed within FedEx Return System by an alternate means (such as customer name). More information regarding the processing these transactions can be found in Section 3 – Exception handling.
Accessing FedEx Return System
The FedEx Return System is a secure, web-based application. The steps below illustrate how an authorized FedEx Return System user accesses the application.
Accepting the RMA
Once logged in to the FedEx Return System, the customer’s return materials authorization (RMA) number is entered (or scanned) to begin the return process.
Note: If the customer does not remember their RMA, you can attempt to process the return by clicking on the Customer does not have an RMA number? Click here link. Additional information regarding this exception process is covered in Section 3 – Exception Handling.
Verifying the Package
If the RMA is confirmed as authorized by FedEx Return System, a screen similar to the below will be presented to the user providing additional instruction.
Note: Some RMA transactions will result in additional instruction screens being displayed. Additional information regarding this exception process is covered in Section 3 – Exception handling.
Entering the Weight
The anticipated (estimated) weight of the return package will be displayed. If the estimated weight is inaccurate, it can be edited before proceeding.
Printing the Label
The FedEx shipping label and FedEx Return System customer receipt will automatically print when user arrives at the screen below. If a problem with the shipping label, customer receipt, or thermal label printer occurs (such as being out of label stock or being turned-off), the label and receipt may be reprinted.
Special Note: In order to successfully print the shipping label and the customer receipt, the thermal printer that is being used by a FedEx Office, FedEx WSC, or FASC must be listed as a supported printer under System Requirements in Section 1 – Getting Started.
Further, the thermal printer being used and the port it is connected to must be the printer designated within your FedEx Return System location profile and associated with the login used to access the system. This information was established when you enrolled in the FedEx Return System program and its accuracy is critical to the program’s success.
To verify that your printer profile is setup correctly OR to notify FedEx that your printer setup has changed OR to resolve problems associated with printing a shipping label or customer receipt - please call FedEx Return System Technical Support at 1.800.305.0593.
Sample Shipping Label and Customer Receipt
FedEx Return System will print a FedEx Ground or FedEx Express shipping label based on the merchant preferences associated with the RMA processed. The application will also automatically print a receipt for the customer (on the same thermal label printer) at the time of shipment.
Below are samples of the FedEx Ground and FedEx Express shipping labels and customer receipt produced by the FedEx Return System.
FedEx Ground Shipping Label
FedEx Express Shipping Label
FedEx Return System Customer Receipt
Once a returned item has been shipped, you can track the status of the package or shipment to its final destination by its RMA number.
Viewing merchant contact information
When an RMA is not found or the customer has questions related to the merchant, you can search for and print the merchant's name, address, and telephone number. The fastest way in which you can access the merchant's contact information is from the left-hand side of the screen within the FedEx Return System application.
The FedEx® Return System user may exit the application at any time by clicking the Log Off link in the top left portion of the screen (see below).
Upon clicking the Log Off link the user will be returned to the FedEx Return System Login screen (see fig 16 below).