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FedEx Return System
Online Tutorial  
Section 2 — Customer Walks In
The first step to successfully processing a FedEx Return System RMA transaction is correctly recognizing and responding to a customer’s return request. This section of the FedEx Return System Online Tutorial provides examples of how a customer might directly - or indirectly - indicate to you that they have a FedEx Return System RMA shipment that requires processing. The associated “return information” that these customers typically provide is also covered. Additionally, this section covers how to access FedEx Return System.


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:

  • Has between 11 – 23 characters (alphanumeric)
  • Typically begins with four (4) alpha characters
  • Usually includes a “$” as the 16th digit

Example 1: FXZZ00012341234$0000052

Example 2: FFRP99234512312$0231412

Example 3: DRQW55NORT1234X

Customer Return Instructions typically include:

  • RMA - Human readable
  • RMA - Bar-coded
  • How to package the return item
  • Where to take (or how to ship) the return item
  • Merchant’s contact / address information

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.”

OR,

“Bob’s Baseball Bonanza told me to bring my bat here and give you this number and you would ship it for free.”

IMPORTANT:

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 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 4 - Exceptions.

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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.

Steps:
  1. Navigate browser to the following URL: www.fedex.com/webfence Note: FedEx Kinko’s and FedEx WSC users of FedEx Point of Sale (FPOS) can automatically launch the web-browser to the FedEx Return System URL by clicking the Returns tab within FPOS (see below).



  2. At the Log-in screen (below), enter assigned User Name and Password.



  3. Click Login.

  4. Upon successful login, the user will be presented with the RMA Search screen.


    Note: If you forget your User Name and/or Password, please call 1.800.305.0593 for assistance.

    Section Complete

    Proceed to Section 3 - Using the FedEx Return System (Next Section)


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