UPS Customer Service Basics
The first thing you need to do is actually call UPS's billing department. Now, there's a particular number for UPS billing department. You can actually get to the billing department through the normal UPS customer service number.
You press a number and they'll transfer you to the billing department. But there is a specific number in case you are doing a lot of credits so you don't have to go through that extra step. Once you get to the billing department, you may be put on hold for a little bit. Once they do get on the line, they will ask you for usually the account number that you're looking to work with that day. You supply that account number, have that on hand. They might ask you for the company that you're with as well. Once they get that information, they'll ask what you're looking to do today.
Getting a Credit
In this circumstance, we're looking to get a credit. They'll ask you what type of credit you're looking to get. You can then say, well, service failure is the most common one where actually the shipment is late. As long as it's late by one minute you are actually allowed to get the full refund amount for that shipment.
UPS customer service usually doesn't ask for a lot of information when it comes to verifying who you are. When you do get to ask for credit for a tracking number, they might need a little bit more information to get to the right area.
What's useful to have is to have the invoice number, the invoice date. It may be that the amount on that invoice that you're actually calling for the tracking number for. Along with that information, you can get them in the right direction as fast as possible. Let's say it was a late shipment. They'll check their system to see if it was late according to their records as well. And if it was, then they'll look at a second system to see if there are any exceptions of why that shipment was late.
Reasons for Exceptions
Reasons for exceptions could be customs. It could be an act of God, weather, or traffic. An example would be like a bridge was out. Something like that. Anything that's beyond their control, they have the right to refuse credit for. If there isn't anything like that in the notes from the driver then they'll say, "we can give you that credit since it was late and there are no exceptions of why it was late."
How UPS customer service issues credits are that you would pay the invoices in full. It's what this credit was originally charged to. But on a future invoice, we're actually going to put the credit on that future invoice. That's how they do it. So, they like you to pay the invoice in full. Then when you get the new invoice, you'll see the credit taken off for that tracking number. Then you can pay that invoice and it'll be less that amount.
Now, let's say that it was a $10 credit. And your invoice two weeks from now was going to be a hundred bucks. It would be $90 instead because of the credit that was on the previous invoice. There are other types of credits you can get besides service failures. This is also besides late shipments. You can also get an address correction fees. There is Saturday delivery and pick-up. There are residential fees that you can get credits for, also duplicate charges on the invoice.
Billing First: UPS Customer Service
With UPS, they actually have one that's called billed but not shipped. And this specific to UPS customer service. How UPS operates with billing you is that as soon as you create a label for UPS you actually get charged for that label. So let's say it was a shipment that was going to be $10 to ship. Well, you would get charged for that $10 right when you create the label. And that's if you never ship the label.
So, what happens is the only way you can get a refund on that label is to actually void that shipment. Or void that label I should say. And that's kind of a process that can be time-consuming if you're a big company.
Let's say that you ship out thousands and thousands of packages a day. And so you're creating thousands and thousands of labels. More often than not, you will miss some of those labels that may become unattached from a box. And what our system will do actually is what we do is we have a timer set to 30 days. So, once a label's created, if you're in our platform, we will actually ping that label 30 days later. This is to see if there's any transit information on that label.
Lojistic is Here to Help
If there is not, then we actually as Lojistic, we will file for that label. We can do that for a lot of labels, and it can be a lot of work. About calling the carrier, and they usually allow you only to call for like 10 shipments at a time. So, let's say that you had a thousand labels that did not get shipped. Well, that would be a lot of calls. What we do is we do that for you. We have a whole team of people that actually call the carrier on your behalf to get you those credits. That's what we can do for you for UPS credits.