APPENDIX "C"

STANDARD OPERATING PROCEDURES

FedEx Customer Drop-Off of Packages

1. The Program Site employee will do a visual inspection of the package BEFORE accepting it from the FedEx customer to ensure:

      A. It has a FedEx shipping label. If a shipping label is needed, the customer is directed to the nearest FedEx Authorized Ship Center or FedEx Office, as provided by the Program Site’s hand-held device (“HHT”).

     B. It is less than 55 lbs. If the package is estimated to be too heavy, direct the customer to the nearest FedEx Authorized Ship Center or FedEx Office, as indicated by the HHT.

     C. It does not have any dangerous goods or hazardous materials labels or marking (see the FedEx ‘No Dangerous Goods’ job aid for examples).

2. The Program Site employee will ask the customer to stay until the package(s) are scanned via the HHT.

3. Program Site employee logs into the HHT.

4. Program Site employee selects the FedEx OnSite App then the “Customer” icon and then the “Customer Drop Off” icon.

5. With the FedEx OnSite App open and using the HHT, Program Site employee scans the 1D bar code on the package label.

6. The FedEx OnSite App will approve or disapprove the package as eligible for drop off.

7. If ineligible for drop off, the HHT will indicate why and other acceptable drop-off location. 

8. If the package is eligible for drop off, the HHT will provide an option for the FedEx customer to be sent an email receipt with the tracking number.  If FedEx customer desires, Program Site employee will select email option and enter the FedEx customer’s email address.

9. The HHT will indicate if the email has been accepted. 

10. Program Site employee will place package(s) in the secure location for FedEx drop off and pick up packages.  Packages should be sorted by FedEx Ground drop off, FedEx Express drop off and customer pick up.

11. FedEx will schedule a pickup stop for each Business Day, and a FedEx Express and FedEx Ground driver will stop at the Program Site to retrieve packages to be transported.

12. Program Site employee will retrieve package(s) from the secure location.

13. Program Site employee logs into the HHT.

14. Program Site employee selects “FedEx Driver” icon and then “Driver Pick Up” icon.

15. Program Site employee scans each drop-off package with the HHT.

16. The HHT will acknowledge that the packages have been released to FedEx. FedEx Express drivers will pick up FedEx Express packages and FedEx Ground drivers will pick up FedEx Ground packages.

Receiving Packages from FedEx

FedEx will deliver packages to the Program Site during normal business hours on Business Days.  The packages will be from FedEx Express and FedEx Ground. The Program Site location will not be responsible for notifying the FedEx customer that their package is ready for pick up.  FedEx will provide the customer with package status updates that include the Program Site business name and address details.

    1. FedEx will deliver package(s) to the Program Site.

    2. FedEx drivers will conduct a transfer scan to the Program Site.

    3. FedEx drivers will separate Program Site’s inbound packages from those packages intended for FedEx customers. Program site will make reasonable efforts properly sort any packages erroneously separated by the FedEx driver.

    4. The Program Site employee will log into the HHT.

    5. The Program Site employee will select the FedEx OnSite App, then the “FedEx Driver” icon and then “Driver Drop Off” icon.

    6. The Program Site employee will scan the 1D barcode on the shipping label of the FedEx customer package(s) being dropped off at the Program Site by the FedEx driver.

    7. The Program Site employee will secure the FedEx customer package(s) until the recipient arrives.

Releasing Shipments to FedEx Customers

1. FedEx customer arrives to pick up package.

2. The Program Site employee will request the FedEx customer’s last name, tracking number or door tag number of the package.

3. The Program Site employee will locate the package but does not yet release to the customer.

4. The Program Site employee will log into the HHT

5. The Program Site employee will select the FedEx OnSite App, then the “Customer” icon and the “Customer Pick Up” option. The Program Site employee will scan the 1D barcode on the shipping label of the packages for FedEx customers.   

6. The HHT will ask the Program Site employee a series of questions to help determine if a package can be released to a customer.

7. The HHT will ask the Program Site employee to verify the customer’s ID prior to releasing the package.    If the HHT indicates the Adult Signature Service option was selected by the shipper, the HHT will guide the Program Site employee in confirming the recipient is 21 or over.   

8. The package shipping label will indicate if it is a Hold at Location package.  (There are two types of packages for FedEx customer pick up: Hold at Location and Redirect to Hold).   If the package label displays the letters “HLD” as circled in the image below, the shipment is a Hold at Location package.

Sample FedEx Hold at Location (HAL) Label:

Hold at Location

If the package is a Hold at Location package, the Program Site employee will follow these rules to validate whether it is appropriate to release the package to the recipient:

    A. If the name on the package matches the name on a government provided photo ID (for example, driver’s license, military ID, passport), the package can be released.

    B. If the name on the package does not match the government provided ID, the recipient will also need to provide the package tracking number.

    C. If the person picking up the package is not the named recipient, and the package is addressed to a company, the person must show a company issued photo ID, provide the FedEx tracking number and show a government-issued photo ID (for example, driver’s license, military ID, passport, state-issued photo ID).

9. The package shipping label will indicate if it is a Redirect to Hold package.   The words “RTH label” will appear on the bottom of the label as circled in the image below.

Sample FedEx Redirect to Hold (RTH) Labels:

Redirect to Hold
Redirect to Hold package

If the package is a Redirect to Hold package, the person picking up the package must show a government-issued photo ID (for example, driver’s license, military ID, passport, state issued photo ID) and the package tracking number or door tag. The address of person picking up the package must match the original address on the package.  If the addresses do not match, allow the recipient to provide a door tag number, or a piece of official mail, like a utility bill with their name/address which matches the original address on the package. A door tag number is assigned to the package on a delivery attempt notification left at the recipient’s address. The Door Tag number will be found at the bottom of the Door Tag as indicated in the image below.

Sample FedEx Door Tag:

Door Tag

10. If ID can be verified, the Program Site employee will require the customer to sign on the HHT and then type in manually the first initial and last name of the FedEx customer

11. The Program Site employee will select “Release Package” to release the package to the FedEx customer

12. If the FedEx customer rejects the package, the Program Site employee will select “Refuse Package” at the customer signature screen.  The next screens in the HHT will allow the delivery site to document reasons why the package is rejected.

13. If the FedEx customer rejects the package after already signing for it, the Program Site employee will then return the package to the secure location and transfer it to FedEx at the next scheduled pick-up.

Daily Package Inventory Management

1. Program Site employee will select the FedEx OnSite App, then the “Inventory” icon and then “Daily Inventory Scan” on the HHT, and then follow instructions as provided by the HHT to scan all packages stored at location once per day after the last FedEx pickup in the evening.

2. Once a package has been at the Program Site for five days or needs to be returned to the sender, the Program Site employee will be directed to place a FedEx provided sticker on the package during the daily inventory scan process. 

3. When FedEx drivers arrive at location for package return to FedEx, the Program Site employee:

    A. Retrieves the package(s) that need to be returned or have expired.

    B. Logs into the HHT.

    C. Selects the FedEx OnSite App, then the “FedEx Driver” icon and then “Driver Pick Up” icon.

    D. Selects which FedEx Driver arrived at location (FedEx Express or FedEx Ground)

    E. Scans each package with HHT.

    F. The HHT will acknowledge that the packages have been released to FedEx.

    G. Hands package(s) to FedEx driver.  FedEx Express drivers will pick up FedEx Express packages and FedEx Ground drivers will pick up FedEx Ground packages.