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FedEx Return Manager User Guide
Section 3 — Search an Order


Overview

When you want to make changes to an order after it has been submitted to FedEx, use the search feature of FedEx Return Manager. Once an order has been submitted to FedEx and it has a status of "picked up/completed/delivered" you can make no other changes to that order.

To display an existing RMA record, use the Search Order Screen. After retrieving the order, you can perform the following functions (depending on the order status):

  • Verify information.
  • Convert a future pickup to a pickup for same business day or next business day.
  • Update or reschedule a pickup.
  • Cancel a pickup.
  • Link to the Follow-up Notes Screen.

How to Begin



  1. Click Search Order on the navigator bar to view the Search Order Screen. The Search Order Screen displays.

  2. Verify information. To locate the customer's order to verify information, you have the option to search the database using one of the following:

    • RMA Number.
    • Confirmation number and date.
    • Shipper telephone number.
    • The first 3 characters of the shipper company name and zip code. 
  3. After entering the required information on the Search Order Screen, click Show Order to view the order form. If more than one record matches the search criteria, a list displays the most recent RMA numbers at the top of the list. Select the correct record.

    Note: The status of the order displays in the top right part of the Order Screen. Once an order has a status of "picked up/completed/delivered," no other changes can be made to that order.

  4. Follow these steps to make changes to an order after it has been retrieved:

Update or Reschedule an Order

  • Display the record via the Search Order Screen.
  • Update the data by typing over the information in a specific field.
  • Click Submit Order to send the changes to the FedEx computer system. The customer's order is updated and a new order confirmation screen displays.

The restrictions for certain types of shipping documents order updates are as follows:

FedEx Online Label Order

  • You cannot update or reschedule a FedEx Online Label order after the order status is changed to Label Generated.

FedEx Ground Call Tag Order

  • You cannot update or reschedule a FedEx Ground Call Tag order after midnight (EST) of the pickup date.
  • You cannot update the Recipient Information of the FedEx Ground Call Tag order.
  • You cannot change the piece count of the original FedEx Ground Call Tag order. 

Convert Future Pickup

  • Display the record via the Search Order Screen.
  • Enter the pickup date or ready and close times.
  • Click Submit Order. 

Cancel an Order

  • Display the record via the Search Order Screen.
  • Verify the order displayed is the correct order.
  • Click Cancel Order. A window displays asking you to verify the cancellation.
  • Select OK to cancel the order.
  • If you change your mind and do not want to cancel the order, click Cancel to cancel the function and return to the previous screen.
  • The Order Confirmation Screen displays showing the RMA number has been cancelled by the FedEx system.
    Note: Once an order has a status of "picked up/completed/delivered," no other changes can be made to that order.

The restrictions for certain types of shipping documents order cancellation are as follows:

FedEx Online Label Order

  • You cannot cancel a FedEx Online Label order after the order status is changed to Label Generated.

FedEx Ground Call Tag Order


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