Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Our Customer Service Hotline is currently experiencing high call volume.

For any urgent shipment, please trackget rates or arrange pickup online, or use Virtual Assistant for help.

COVID-19 News


We are monitoring the impact of the COVID-19 outbreak.  Stay connected with the service impacts here.

Looking at shipping Personal Protective Equipment (PPE)? Click here for some shipping tips.

Due to the impact of the global epidemic, extra resources are required to process manual air waybill.   Starting from April 6, 2020, we will impose a surcharge for the provision of manual air waybills. Customers who opt for manual air waybills will be charged PHP 53.25 per piece with a minimum order quantity of 5 pieces.  The launch of the manual air waybill surcharge will also be a part of our digital initiative going forward.

You may continue to use manual air waybills already on hand, however if you order additional manual air waybills from April 6, you will be charged a fee of PHP 266.25 for an order of 5 pieces of manual air waybills.

The surcharge will be billed on a separate invoice to you.

We encourage you to ship with our digital tools so that you can enjoy the ease, speed and convenience of processing shipments digitally.

Just go to fedex.com and click “Ship”! 

The impact of COVID-19 is causing local, state, and national governments around the world to issue work and travel restrictions on a daily basis, which are impacting our ability to meet our high standards of service. 

As a result, we have made the decision to suspend our money-back guarantee (MBG) for all FedEx Express services, effective immediately until further notice.

Because FedEx is an essential transport service provider, we will continue operating as government restrictions and regulations allow, and we continue to execute contingency plans in an effort to provide outstanding service to our customers.

We recognize and appreciate the crucial role we play in the global supply chain and connecting the world during this critical time, and we remain focused on serving our customers and providing relief supplies to areas that need it most. 

Service News

Indonesia will enact a new regulation on August 1, 2021, that could impact how international shipments imported into the country are cleared by the local customs authority.  Failure to comply with this new regulation could result in shipment delays.

 

Beginning August 1, 2021, the regulation requires shippers located outside Indonesia to:

(1) Obtain the Tax ID ("NPWP") of their consignee/recipient in Indonesia for each imported shipment; and 

(2) Input the Tax ID ("NPWP") into the "Consignee" or "Recipient" section of the Air Waybill and Commercial Invoice.

 

What you need to do when shipping to Indonesia beginning August 1, 2021:

● Contact your consignee in Indonesia to obtain their local Tax Identity Number / Tax ID (known locally as "NPWP").

● Input the Tax ID into the "Consignee" or "Recipient" section of your shipment's Air Waybill and Commercial Invoice.

● If your consignee/recipient does not have a Tax ID, other forms of identification may be used instead:

  • - For Indonesian citizens, input their Indonesian Citizenship Identity Number in place of Tax ID.
  • - For those without Indonesian citizenship, input their Passport Number in place of Tax ID. 

● If you use a shipping tool to electronically prepare shipping documents, please input the Tax ID (or its equivalent as listed above) into the text box provided in the tool:

  • - FedEx Ship ManagerTM at fedex.com (Modernized Version):  [RECIPIENT TAX ID] text box located in the “Billing” section. The consignee's Tax ID will be visible on the air waybill.
  • - FedEx Ship ManagerTM at fedex.com (Basic Version):  [RECIPIENT TAX ID] text box located in the "To" section.
  • - FedEx Ship ManagerTM Software:  [VAT/Customs ID/EIN#] text box located in the "Recipient Information" section.
  • - Global Ship ManagerTM Software:  [VAT/Customs ID/EIN#] text box located in the "Recipient Information" section.
  • - MyTNT2:  [VAT Number] text box located in the "Receiver" section.

 

This new regulation is pursuant to Indonesia Ministry of Finance Regulation No. 158/PMK.04/2017 and Indonesia Directorate General of Customs & Excise Regulation No PER 11/BC/2020.

Effective October 1, 2021, we are retiring the older versions of FedEx Ship Manager Software (ver. 12 or below) and FedEx Web Services (below ver. 3600).  At the same time, corresponding technical support services will stop.

From October 1, 2021, customers will no longer be able to access any technical support for the expired software and risk a shipment delay due to incorrect shipment label information.

Impacted customers will receive email notification by July, 2021, and will be provided with instructions to upgrade or switch to online shipping.

New FedEx paks you can reseal and reuse
Your favorite FedEx Paks now feature an innovative second seal, keeping your shipping equally1 secure when you reseal and reuse the paks a second time.

Shipping made greener
The reusability of these paks aligns with our sustainability efforts to reduce our environmental footprint, find innovative solutions and improve quality of life. All FedEx packaging is 100% recyclable, so, after its first use, our paks can be used again and then recycled – just another way we connect the world in responsible and resourceful ways.

Available from June
Starting Jun 2021, your new and improved FedEx Paks will start arriving as usual through your regular order channels. Simply look out for the new resealable FedEx Paks that will connect you with the world in a more convenient and sustainable way.

1. if the pak is in like-new condition and is not damaged.

Effective June 11, customers in Cebu will benefit from improved cut-off times and transit times. These service improvements are being implemented as part of our continuing efforts to better serve our customers in the Philippines.

For further inquiries related to this service improvement, please contact your assigned account executive. You may also reach out to us via email and/or chat support.

Beginning May 1, 2021, there are two additional billing options that you can choose for the ancillary clearance service fees incurred in Latin America and the Caribbean (“LAC”):

a) Bill to your own shipper account (i.e. Bill duties & taxes to shipper), or 

b) Bill to a third-party account based in the Asia-Pacific region2 (i.e. Bill duties & taxes to third party3).   

This is on top of the existing option of billing ancillary clearance service fees to the shipment’s recipient (“Consignee”). 

By selecting “Bill duties & taxes to shipper” on the FedEx air waybill, applicable duties and taxes4 and/or all ancillary clearance service fees incurred in the following LAC countries and territories will be invoiced to your shipper account:

Anguilla, Antigua & Barbuda, Argentina4, Aruba4, Bahamas4, Barbados4, Belize, Bermuda, Bolivia, Brazil, Cayman Islands, Chile, Colombia4, Costa Rica4, Curacao4, Dominica, Dominican Republic4, Ecuador, El Salvador, French Guiana, Grenada, Guadeloupe4, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique4, Mexico4, Montserrat, Nicaragua, Panama, Paraguay, Peru, Saba, Saint-Barthelemy, St. Kitts & Nevis, St. Lucia, St. Maarten, St. Eustatius, St. Vincent, Suriname, Trinidad & Tobago4, Turks & Caicos, Uruguay, British Virgin Islands, and US Virgin Islands.

For the latest details on Ancillary Clearance Service Fees and any applicable destination value-added tax/ goods & services tax (VAT/GST4) assessed in the LAC region, please click here.

 

1 For security reasons, we have only displayed the last 6 digits of your 9-digit FedEx Account Number. 

2 Asia-Pacific countries and territories with Global Payer option: Australia, Guam, Hong Kong SAR China, Indonesia, Japan, Mainland China, Macau SAR China, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan China, Thailand, Vietnam, Brunei, Cambodia, Laos, Mongolia, American Samoa, Cook Islands, East Timor, Fiji, French Polynesia, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Northern Mariana, Palau, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis & Futuna, Western Samoa.

3 Mainland China accounts can only be billed to shipper.

4 As of May 1, 2021, shipments imported into the following LAC countries and territories will be subject to a destination value-added tax/ goods & services tax (VAT/GST) assessed on all fees incurred in the destination (including but not limited to ancillary fee): Argentina, Aruba, Bahamas, Barbados, Colombia, Costa Rica, Curacao, Dominican Republic, Guadeloupe, Martinique, Mexico, Trinidad & Tobago.

In the event FedEx disburses duties and taxes on any given shipment to a customs agency, the designated payer of duties and taxes for that shipment will be assessed an ancillary clearance service fee based on a flat rate or on a percentage of the total amount disbursed by FedEx on behalf of the payer.

Beginning March 22, 2021, the related ancillary clearance service fee in English will be renamed as
“Duty Disbursement Fee” on FedEx invoices to align with global practice.  There is no change to the fee standard itself.

For latest details on Ancillary Clearance Service Fees assessed in destination countries, please click here.

We are currently experiencing high shipping volume flowing through our FedEx Paris-Charles de Gaulle (CDG) hub and there was a work stoppage at our TNT air hub in Liege on March 3. Customer may experience delays in their FedEx and TNT shipments inbound and outbound of Europe. Transshipments transiting through these hubs may also experience delays as well.

We apologize for the inconvenience that this has caused. To check the status of your shipments, please visit fedex.com or tnt.com. 

Effective March 8, 2020, all payments received from Customers in the Philippines will be issued electronic receipts! Contact our customer service to update your e-mail address and business tax information.

Effective March 1, 2021, FedEx and TNT will be prohibiting, in all of its domestic and international networks, shipments of all electronic cigarettes and their component parts, any other similar device that relies on vaporization or aerosolization, and any noncombustible liquid or gel, regardless of the presence of nicotine, that can be used with any such device.

If an unauthorized electronic cigarettes or vaping products shipment is identified in any FedEx/TNT network during the handling process, it will be treated as a prohibited item in accordance with the applicable terms and conditions of carriage.

We regret any inconvenience this may cause for your business.

As part of FedEx and TNT safety and security requirements, effective January 11, 2021, shippers with no registered shipping accounts tendering shipments to us over the counter must present a valid government-issued photo identity card1. Information will be collected for safety and security purposes and will only be used as required or permitted by law2.

Prior to acceptance at the counter, please open the package for inspection by FedEx, TNT or our authorized representatives3. In addition, all shipments may be subject to security inspection, including X-rays.

1 Examples: National ID Card, Passport, Social Security Card, Driver’s license, etc.
2 For more information, refer to FedEx Global Privacy Policy and Notice: fedex.com/en-us/trust-center.html , and any applicable supplemental local FedEx privacy notice/statement.
3 FedEx and TNT reserve the right to reject any shipment that contains prohibited items or does not meet our safety and security requirements.

To account for additional processing time, effective November 23, 2020, an additional business day for transit will be required for shipments to Mainland China when using manual air waybill*.

That’s why you need FedEx Ship Manager™ at fedex.com (FSM) – a convenient, one-stop online tool that allows you to prepare your air waybill and shipment paperwork more efficiently. There’s no additional surcharge** or processing time when you ship online. Watch this video to learn more about the benefits of digital shipping.

* This refers to the multi-ply paper manual air waybills.

** A surcharge was imposed to manual air waybills since April 2020, click here for details.

COVID-19 has disrupted supply chains, reducing air cargo capacity globally.  

This disruption has caused us to make adjustments to our networks which has increased our costs. As a result, we announced a 'Temporary Surcharge' on all FedEx Express and TNT international parcel and freight shipments beginning April 6, 2020.

Beginning November 2, 2020, the 'Temporary Surcharge' will be renamed as 'Peak Surcharge'.

As an effort to improve the efficiency of our FedEx network, we will adjust delivery commitment times and delivery practices for selected FedEx Express inbound services for U.S. residential delivery.

• Effective September 28, 2020, the delivery commitment time for FedEx inbound International Priority (IP) and International Priority Distribution (IPD) services to the U.S. (residential delivery only) will be adjusted from 10:30am to 12:00noon. 

• Effective October 5, 2020, delivery practices for all FedEx U.S. inbound residential shipments will change. These shipments will be left at the door on first attempt if recipient is unavailable, unless the shipper requested a Signature Service option of either Indirect Signature Required (ISR), Direct Signature Required (DSR) or Adult Signature required (ASR).  

In this day and age where the Internet and mobile devices are the future of everything, it is important that we adapt and create new possibilities that will help us deliver a better experience for our customers.

A steer towards this direction is promoting the use of our Automation Tool, FedEx Ship Manager™ at fedex.com, and the implementation of Manual Air Waybill (AWB) Surcharge which started last April 6, 2020.

With the integration of FedEx Express and TNT, we are taking the opportunity to align our surcharge on manual air waybills and fee on non-electronic consignments.

Consequently, we will increase the surcharge for manual air waybills from PHP 53.25 per air waybill to PHP 250.00* per air waybill, with no minimum order required, effective July 6, 2020.

All manual air waybills ordered will still be charged to requestor’s FedEx account in a separate invoice.

We encourage you to ship with our digital tools so that you can enjoy the ease, speed and convenience of processing shipments digitally.

*Subject to VAT

While we are physically apart from one another as this global health crisis continues, we want you to be in touch and connected in the safety of your own homes.
 

That’s why we’re adding an alternative payment option for you.

Effective April 21, 2020, you can use GCash to pay for your bills by simply scanning the QR code printed on your invoices / statements of account / dunning letters with your smartphones. You can also use GCash for prepayment of your shipment charges during shipment pickup and reimbursement of Duty & Tax charges upon delivery of your shipments.

Should you have more questions, you may also contact your assigned account executives or call our customer service hotlines:

For PLDT, Sun and Smart subscribers: 1800.10.46.33339

For Globe subscribers: 1800.8.46.33339

For other network subscribers: 045.4993900

You may track or check the latest status of your shipments via fedex.com.

Together, we help the nation in stopping the spread of this virus, if we stay at home.

As part of FedEx ongoing commitment to provide fast and reliable delivery service. FedEx opening its first FedEx Ship Center in Kuantan on 1 December, 2017. You can now drop-off your packages and get them shipped to and from over 220 countries/territories around the world. If you prefer to self-collect your shipment, we can hold it at the Ship Center and you can choose to pick it up at a time convenient for you.

FedEx Ship Center is located at B4, Ground Floor, Jalan Darat Makbar 25100 Kuantan and is open six days a week from Monday – Friday 9:00am to 6:00pm, and Saturday 9:00am to 1:00pm. It will be closed on Sunday and public holidays.

Alternatively, you can also arrange shipment pick-up via our FedEx Customer Service team. For any questions, call our Customer Service Team on 1800 88 6363. We look forward to serving you at our new FedEx Ship Center.

Shipping Regulatory Update

The Bureau of Customs (BOC) has released Customs Memorandum Order (CMO) 17-2021 which will be in effect on July 15,2021:

  1. It implements guidelines on the General Warehousing Bond (GWB) through the Automated Bonds Management System (ABMS). 
    • The GWB will be exclusively used to secure duties and taxes reflected in the Warehousing Single Administrative Document (WSAD), while the ABMS will monitor and manage the GWB balances and will flag those that have matured. 
  2. It aims to effectively monitor the status of bonds from its posting up to its cancellation and expedite the settlement or collection of due and demandable bonds. 
  3. it also provides detailed instructions to stakeholders and BOC personnel on the process to be observed under the ABMS for GWBs. 
  4. It applies to all warehousing bond accounts opened under the E2M System in all collection districts, including sub-ports and other offices. 
    • Only Customs Bonded Warehouse (CBW) Operators registered with the Bureau of Customs (BOC) Client Profile Registration System will be allowed to make use of ABMS in the E2M. 

With the implementation of the CMO, CBW Operators are required to create at least one GWB or may decide to open additional GWBs by submitting their GWB policy electronically to BOC through an accredited value-added service provider (VASP). Sufficient bonds must be maintained to avoid delays in the lodgment.

The following changes in the goods declaration and relative customs charges are expected upon the order’s effectivity:

Entry Information

Prior to implementation

Upon implementation

Policy/Bonds or GWB

Not Required

CBW Operator secures GWB and maintains sufficient bonds to proceed lodgment

Entry type

Warehousing

Transit

Modal of declaration

7 7

8ZN

Nature Code

23 - consumption

24 - Transit

Other Customs Charges

530 - Warehousing fee

1030 - Cargo Transfer Fee

Once the goods declaration for warehousing is lodged, the Warehousing Entry System sends a request to the ABMS to charge against a GWB. If the goods declaration is cancelled or has been tagged as arrived, the ABMS cancels the amount charged and reverts to the previous bond balance.

Here is a copy of CMO 17-2021 for reference.

DOWNLOAD

To ensure your shipments are processed on time, please provide the following information by July 12, 2021:

Registered TIN

Company Name in Certificate of Registration

Address in Certificate of Registration

Pre-payment Account Number

Bank Reference Number

GWB Policy Number

mandatory

mandatory

mandatory

Note: Pre-payment account numbers are preferred as payment may be debited real time as long as account is funded.

Note: The use of Bank reference number (BRN) shall require banking hours to debit payment.

mandatory

Please send the accomplished table with a copy of your updated Certificate of Registration to marianne.pineda@fedex.com

For additional inquiries related to the CMO, you may contact our CDN hotline at 02 8789 3900 (FedEx Shipments) and 632-5510918 (TNT Shipments).

Effective June 15, 2021, the Bureau of Customs has implemented Customs Memorandum Order (CMO) 18-2021 on the Revised Rules and Regulations on the Opening and Utilization of Prepayment Accounts.  The CMO provides an alternative mode of payment of duties, taxes and other charges for all goods declarations lodged through the E2M under consumption (formal), transit, warehousing, export, informal entry and transshipment.

All accredited importers or exporters are able to open a prepayment account, from which the payments of duties, taxes and other charges may be made as an alternative to the PASS5 system required to be used by all E2M users.

Importers or exporters may open and maintain one or more prepayment accounts in any Collection District, from which they will specify where payment should be made on a per-transaction basis.

The prepayment account can be used to make payments in any Collection District, regardless of where it was opened.

The following can open prepayment accounts for their respective goods declaration:

Type of Entry

Stakeholders

Consumption (Formal)

Accredited Importer

Transit (including shipments from local ports to free zones)

Accredited Importer

Warehousing

Accredited Importer

Export

Accredited Importer

Informal Entry

Small Value Importer and Air Express Cargo Operators

The Bureau of Customs also issued a related memorandum dated May 19, 2021, which states that brokers are no longer allowed to open a prepaid account or make deposits under their existing prepaid accounts. Only importers and exporters are given the option to make deposits into their prepaid accounts. 

Below are the CMOs and the guidelines issued in relation to the opening and utilization of the prepaid accounts.  

CMO 18-2021
Memorandum to Stakeholders
Additional Guidelines for CMO 18-2021
Extension of Utilization of Prepaid Account for Brokers

Importers and exporters may follow this link:

Topic to be selected should be PREPAYMENT- COLLECTION DIVISION

https://client.customs.gov.ph/kb/faq.php?id=47

For inquiries, you may contact our CDN hotline at 02 8789 3900 (FedEx Shipments) and 632-5510918 (TNT Shipments).

PEZA customers may also send inquiries to PH-PezaCDN@corp.ds.fedex.com.

Effective June 15, 2021, the Bureau of Customs has implemented Customs Memorandum Order (CMO) 18-2021 on the Revised Rules and Regulations on the Opening and Utilization of Prepayment Accounts.  The CMO provides an alternative mode of payment of duties, taxes and other charges for all goods declarations lodged through the E2M under consumption (formal), transit, warehousing, export, informal entry and transshipment.

All accredited importers or exporters are able to open a prepayment account, from which the payments of duties, taxes and other charges may be made as an alternative to the PASS5 system required to be used by all E2M users.

Importers or exporters may open and maintain one or more prepayment accounts in any Collection District, from which they will specify where payment should be made on a per-transaction basis.

The prepayment account can be used to make payments in any Collection District, regardless of where it was opened.

The following can open prepayment accounts for their respective goods declaration:

Type of Entry

Stakeholders

Consumption (Formal)

Accredited Importer

Transit (including shipments from local ports to free zones)

Accredited Importer

Warehousing

Accredited Importer

Export

Accredited Importer

Informal Entry

Small Value Importer and Air Express Cargo Operators

The Bureau of Customs also issued a related memorandum dated May 19, 2021, which states that brokers are no longer allowed to open a prepaid account or make deposits under their existing prepaid accounts. Only importers and exporters are given the option to make deposits into their prepaid accounts. 

Below are the CMOs and the guidelines issued in relation to the opening and utilization of the prepaid accounts.  

CMO 18-2021
Memorandum to Stakeholders
Additional Guidelines for CMO 18-2021
Extension of Utilization of Prepaid Account for Brokers

Importers and exporters may follow this link:

Topic to be selected should be PREPAYMENT- COLLECTION DIVISION

https://client.customs.gov.ph/kb/faq.php?id=47

For inquiries, you may contact our CDN hotline at 02 8789 3900 (FedEx Shipments) and 632-5510918 (TNT Shipments).

PEZA customers may also send inquiries to PH-PezaCDN@corp.ds.fedex.com.

Towards making Malaysia a regional e-commerce hub, the Ministry of Finance has made an announcement in Malaysia’s 2018 Budget to increase in de minimis value of imports from RM500 to RM800. Effective immediately, importation goods will be exempted from duties and/or goods services tax (GST) with the following conditions:

De Minimis Value of Import
Duties and Tax Exemptions Entitlement

Below RM 500

  • Exemption from Import Duties & GST
  • No submission of K1 form is required
From RM501 to RM800
  • Exemption from Import Duties Only
  • GST is chargeable
  • Submission of K1 form is required

If you have any questions about the new regulation, please contact your Sales Representative or our Customer Service Hotline.

Online Fraud Alert

FedEx does not send unsolicited text messages or emails to customers requesting money or package or personal information. Unfortunately, scammers often invoke the names of trusted brands when attempting to take advantage of the public, and FedEx is one of many companies whose brand has been abused in this way. Any suspicious text messages or emails should be deleted without being opened, and reported to abuse@fedex.com. For more tips on detecting online scams, visit the FedEx Customer Protection Center at http://www.fedex.com/us/security/prevent-fraud.

We are committed to protecting the security and integrity of our network. While there is no foolproof method to prevent the FedEx name from being used in a scam, we are constantly monitoring for such activity and work cooperatively with law enforcement.

We have received reports of fraudulent emails claiming to come from BillingOnline@fedex.com. These messages have a vague subject referencing an invoice (e.g. “Your FedEx invoice is ready to be paid now,” “Please pay your outstanding FedEx invoice,” “New FedEx Invoice,” “Your FedEx invoice is ready,” “Pay your FedEx invoice online”).

If you receive a message matching this description do not open the email or enter any personal information. Delete the email immediately.

FedEx does not send unsolicited emails to customers requesting information regarding packages, invoices, account numbers, passwords or personal information.

Go to our FedEx Customer Protection Center to learn more about protecting yourself online. By following a few simple tips, you can make your online experience safer and more secure.

For more information on other fraudulent emails, you can visit our U.S. website by clicking here.

It has come to our attention that a fraudulent e-mail with unauthorized use of the FedEx name has been circulating to our customers. The e-mail claims that a FedEx shipment could not be delivered and asks the customers to open an attachment, print it out and take it to a FedEx facility to pick up the package.

Customers need to be aware that this is a fraudulent request and that this e-mail attachment contains a virus. If you have received one of these fraudulent e-mails, do not open the attachment, but delete the email immediately.

FedEx does not request payment or personal information in return for goods in transit or in FedEx custody via unsolicited mail or e-mail.

If you have received a fraudulent e-mail that claims to be from FedEx and have experienced resulting financial loss, contact your banking institution immediately through the appropriate channels.

*FedEx is not responsible for any charges or costs incurred as a result of unauthorized or fraudulent activity that abuses the FedEx name, service marks and logos.

Service Disruption

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