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FedEx Return System
Online Tutorial  
Section 1 — Getting Started
Welcome

The FedEx Return System product offering enables select merchants to leverage FedEx Kinko’s, FedEx World Service Centers® (WSCs) and FedEx Authorized ShipCenters® (FASCs) as points of origin for packages being returned to them by their customers.

Here's how it works

  • The merchant gives their customer a return materials authorization (RMA) number, instructions for returning the item, and a short list of convenient return centers (such as your location).

  • When the customer arrives at your store, they will give you the RMA number and you will initiate the cashless return process by logging into the web-based FedEx Return System shipping application located at www.fedex.com/webfence. Kinko’s and WSC locations can automatically launch their browsers to this site by clicking the “Returns” tab within FPOS.

  • The FedEx Return System application will guide you through the required steps before producing a FedEx Ground or FedEx Express shipping label and associated customer receipt.

  • The quick and easy process ends with you placing the shipping label on the customer’s package and tendering it to FedEx along with your location’s other shipments for the day.

This section of FedEx Return System Online Tutorial covers the following topics:



Processing Overview


Processing returns with the web-based FedEx Return System software consists of a few simple steps. As you proceed through the tutorial, each step will be reviewed in detail.


  1. Recognizing a FedEx Return System RMA
    The first step to successfully processing a FedEx Return System RMA transaction is correctly recognizing and responding to a customer’s return request.

  2. Accessing the FedEx Return System
    Once the need to process a FedEx Return System RMA transaction has been identified, you must log in to the web-based shipping application located at www.fedex.com/webfence. Kinko’s and WSC locations can automatically launch their browsers to this site by clicking the “Returns” tab within FPOS.

  3. Accepting the RMA
    Once logged in to the application, the customer's return material authorization (RMA) number is entered to initiate the return process.

  4. Verifying the Package
    Next, the nature and packaging of the return are confirmed.

  5. Entering the Weight
    Then, the package weight is entered.

  6. Printing the Shipping Label and Customer Receipt
    Lastly, a shipping label and customer receipt are automatically printed. Transportation charges are automatically billed to the participating merchant. The return shipper (i.e. the customer at your location) is not charged for the shipment.

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Terms and Concepts

Definitions are provided below for terms commonly used in association with FedEx Return System.

Merchant
A company (typically an online retailer or cataloger) that has contracted with FedEx to participate in the FedEx Return System product offering and thereby use FedEx Kinko’s, FedEx World Service Centers® (WSCs) and FedEx Authorized ShipCenters® (FASCs) as points of origin for packages being returned to them by their customers. The merchant is responsible for both providing their customer with a valid FedEx Return System RMA and for paying the transportation charges associated with their RMA shipments.

Customer
Also referred to as “merchant’s customer”, the “end-customer”, or “return shipper” - this is the person that enters a participating FedEx Return System location with the intention of quickly and easily returning a package in accordance with the instructions their merchant has provided them. The customer will have been provided with an RMA number along with instructions from their merchant to give the number and the package to the person at the counter. The customer will typically have no additional knowledge or experience regarding the transaction beyond what their merchant has provided them. The customer should not be charged for the shipment of the package as these charges will automatically be billed to the contracted merchant when the FedEx Return System RMA transaction is complete.

RMA
An RMA is a “Return Material Authorization”. An RMA is generally issued by a merchant to their customer to approve, identify, and track the return of a good (package) from the customer back to the merchant. RMA numbers are central to the FedEx Return System product. In order to print a shipping label, the FedEx Return System software application uses the customer’s RMA number as a unique “key” to automatically determine where the shipment is going, what service will be used, and what account number to bill.

Customer Receipt
The Customer Receipt automatically prints out when you process a return. It is the customer's copy and acts as proof that the customer returned the item to the Kinko’s, FASC, or WSC.

The Customer Receipt contains the following information:
  • Date and time the customer returned the item to the Kinko’s, FASC, or WSC.
  • The RMA for the return
  • The tracking number
  • A brief description of the returned item (if available)
  • Transportation service
  • Kinko’s, FASC, or WSC location that accepted/processed the returned item
  • Merchant’s name and location
  • FedEx.com URL
If an exception occurs, such as a system outage, and the customer’s FedEx Return System package is accepted by your location with the intent of processing it through the system later in the day, it is critical that the customer be provided with a “manual receipt” at the time of package acceptance. Section 4 – Exceptions - Manual Processing covers this process in detail.


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System Requirements

Platform Support
The FedEx Return System application is compatible with the following Microsoft Windows® operating system platforms:
  • 98
  • 2000
  • NT
  • XP Home Edition
  • XP Professional

Browser Support
The FedEx Return System application is compatible with the following browsers and versions:
  • Microsoft® Internet Explorer 5.5 and 6.0
  • Netscape® Navigator 4.7, all 6.x versions (except 6.0), 7.0, and 7.1

For the FedEx Return System application to work properly, enable JavaScript and Cookies on your browser.

When you start the application for the first time, you will be prompted by your browser's Security function to extend privileges to Kewill Solutions North America, Inc.

For Netscape users:

  1. In the Java Security window, select Remember this decision.
  2. Click Grant.

For Internet Explorer users:

  1. In the Security Warning window, select Always trust content from Kewill Solutions North America, Inc.
  2. Click Yes.

Printer Support

  • Label stock - If you use label stock other than what the printer is set up for, the label may not print as expected.
    For example, if you have a printer set up for Docutab labels but use regular (not Docutab) label stock, the label may print upside down.
  • USB printer port - If your printer is connected to a USB printer port, the FedEx Return System application prompts you to select a USB printer. Make sure to select only a USB printer type listed in the following table.


The following printers are supported in FedEx Return System 2.5 and above:

Printer Type COM LPT USB
Eltron 2046 (6") X X
Eltron 2242 (6 3/4") X X
Eltron 2242 (6") X X
Eltron 2442 (6 3/4") with Docutab X X
Eltron 2442 (6") X X
Eltron 2443 (6 3/4") with Docutab X X
Eltron 2443 (6") X X
Eltron 2543 (6") X X
Eltron TLP2642 (6 3/4") with Docutab X X
Eltron TLP2642 (6") X X
Eltron TLP2742 (6 3/4") with Docutab X X
Eltron TLP2742 (6") X X
Zebra 2844 (6") X X X
Zebra 2844 (6 3/4") with Docutab X X X

Proceed to “Technical Support” (Next Step – Below)

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Technical Support

For assistance with application or connectivity issues:
FedEx Return System Support Hotline: 1.800.305.0593

OR

FedEx Return System Support E-mail: customer.support@kewill.com.

The Support Hotline is available for all time zones between the following hours:
Monday - Friday 9:00 am - 10:00 pm
Saturday 9:00 am - 7:00 pm
Sunday 10:00 am - 5:00 pm

Please be prepared to provide the following information:
  • Your location’s account number
  • A detailed description of the problem
  • Your Web browser version


Participating FedEx Return System Location Hotline for Customers
The following options are available to customers to assist them in finding participating FedEx Return System locations - like yours. This information is provided to you to both ensure your overall understanding of the program and to assist you in the event that you have the opportunity to help a customer in finding a location that meets their needs.

Fedex Return System Locator Hotline: 1.866.738.8765

FedEx Return System Locator Website: www.fedex.com/locatorreturns .



Section Complete

Proceed to Section 2- Customer Walks In (Next Section)


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