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FedEx Return Manager User Guide
Section 2 — Create an Order


Overview


Creating an order allows you to


When creating an order, you must also select the appropriate shipping document for that order. You may select from the following documents and their associated procedures:

  • Create a FedEx ExpressTag Order—The FedEx computer system automatically generates a FedEx Tracking Number. The FedEx driver prints the return address label and receipt for your customer.
  • Create a FedEx Express Air Waybill/FedEx Stamp Order—You must enter the appropriate FedEx Tracking Number off the air waybill or FedEx Stamp. For air waybill pickups, your customer is responsible for completing the FedEx air waybill. The FedEx driver cannot print or provide any shipment information to your customer.
  • Create a FedEx Express Online Label Order—Transmit the express return label to your customer electronically via the Internet. Your customer prints the label on their laser printer and either drops off the package, schedules a pickup, or has the package picked up with the regularly scheduled FedEx pickup.
  • Create a FedEx Ground Online Label Order—Transmit the ground return label to your customer electronically via the Internet. Your customer prints the label on their laser printer and either drops off the package, schedules a pickup, or has the package picked up with the regularly scheduled FedEx pickup.
  • Create a FedEx Ground Call Tag Order—FedEx Return Manager sends a dispatch request to the FedEx Ground Terminal. The terminal prints out the FedEx Ground Call Tag label and distributes it to the FedEx driver, who provides the label and a receipt to your customer at the time of pickup.

To create a return order using FedEx Return Manager, click Create Order on the navigator bar on any screen. The FedEx Return Manager Order Screen displays.


When you have a customer with a shipment to return, follow these steps to complete the fields on the Order Screen. Required fields on the Order Screen appear in bold type; the other fields are optional.


Order Identification (Company ID, RMA number, etc.)


RMA Number—Complete this field based on your customer profile setup:


Outbound FedEx Tracking Number (optional)—Complete this field with a valid outbound FedEx Tracking Number when creating an order for an Advance Exchange. (Advance Exchange involves sending out in advance a replacement unit for a unit that is being returned.)

Shipper Information


Complete the following fields about your customer, the return shipper. (For the purposes of this online user guide, your customer is referred to as the return shipper.) It is important that all information is accurate to ensure the pickup is made correctly. Inaccurate information delays a pickup and may result in the FedEx driver not being able to find the pickup location.

Company Name—The name of the company shipping the package.

Contact Name—The name of the person that the FedEx driver should contact at the pickup location.

Address—The exact physical street address of the pickup location.

Note: FedEx cannot pick up from or deliver to a P.O. Box.

Dept./Fl—This is a drop-down menu. If anything other than None is selected, the next field must be completed giving the exact department name, floor, suite, apartment, room, or building where the pickup is located.

City—The pickup location city.

State—Select the state or press the first letter of the state name.

Zip—The pickup location zip code. Be sure to use the street zip code and not the zip code for the company's post office box.

Click Zip Inquiry to view available FedEx ExpressTag shipment information prior to processing the order. Refer to Section 5 — Zip Inquiry for information on how to use Zip Inquiry.

Click Return to Order to continue completing the Order Screen.

Country—U.S.A. only.

Phone—The contact person's telephone number. Include the area code.

Extension (optional)—The contact person's telephone extension.

E-mail (required for FedEx Online Label, optional for all other shipping documents)—The E-mail address of the contact person. If this field is populated and the e-mail confirmation option is selected in the FedEx Return Manager Online Merchant Profile, the return shipper will receive an e-mail confirmation of the return authorization.

Fax—The contact person's fax number. This number is available to help provide instructions for the customer or required shipper information for the FedEx driver. Enter the fax number on the Order Screen. When the order is submitted and the confirmation is returned, the bottom of the form displays the fax form button. Click on the fax form button to display the Fax Form Screen. From this screen, you can edit and provide additional information to the customer. When you are finished, click the Create Fax Form button and the screen is reformatted with a new title. You can print this page and fax it to your customer or you can fax it directly from your computer (if you have appropriate software loaded) as a reminder of a FedEx pickup.

Recipient Information


The default recipient address designated in the initial FedEx Return Manager setup displays when Create Order is selected. If the default recipient is correct for your return, no action is necessary in this section; otherwise, click the Another Recipient drop-down menu to select another ship to location.

Recipient Code—Another Recipient drop-down menu lists the return location(s) for the various recipient addresses. Click on a recipient code in the drop-down menu to select a return address. The appropriate return address information is automatically displayed. It is important that all information is accurate to ensure that the delivery and billing information is correct.

Your Merchant Profile should contain at least one recipient location address. (Contact your company's Return Manager Administrator to add, modify, or delete recipient codes and addresses.)

You cannot modify any address information for a particular recipient code from the Order Screen unless you select Other Address. If you select Other Address, input fields will automatically display with the information from your last recipient selection. You need to make the following changes where appropriate:

Company Name—The name of the company to receive the package.

Contact Name—The name of the person that the FedEx driver should contact at the recipient location.

Address—The exact physical street address for the recipient.

Note: If the pickup location address is a P.O. Box, you must obtain a full street address. FedEx cannot pickup from or deliver to a P.O. Box.

Dept./Fl—This is a drop-down menu. If anything other than None is selected, the next field must be completed giving the exact department name, floor, suite, apartment, room, or building where the package will be delivered.

City—The recipient location city.

State—Select the state or press the first letter of the state name.

Zip—The recipient location zip code. Be sure to use the street zip code and not the zip code for the company's post office box.

Country—U.S.A. only.

Phone—The recipient's telephone number. Include the area code.

Extension (optional)—The contact person's telephone extension.

E-mail (optional)—The contact person's e-mail address. If populated, a copy of the FedEx Online Label will be e-mailed to this address.

Select Shipping Document


You may choose 1 of 5 shipping documents and their associated procedures:



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