Each week, our UPS bill contains three or four surcharges where customers ask to have their package re-routed. This typically costs us $5 to $10 per delivery. I can't seem to figure out how to get UPS to block it.
So, essentially, a customer gets a delivery notice on their door, calls UPS to re-route the package, and I get charged for the privilege.
Does anyone pass these charges back to the customers? Has anyone figured out how to block them with UPS?
Msg#: 3622193 posted 5:06 am on Apr 10, 2008 (gmt 0)
We have the issue with address correction fees with FedEx ($10 per occurrence) when customers miss-type part of their address. But we don't charge the customer for the fee. I just can't imagine explaining the extra charge to the customer and having them being understanding about it. Most likely they will become upset with you and avoid your store in the future. It really isn't fair but what are going to do? We just try and mark up all shipments a little to cover the costs of situations like this.
Msg#: 3622193 posted 11:04 am on Apr 10, 2008 (gmt 0)
tylerh I can understand your point but for those that use bare shipping or fixed shipping it could cause me to take a loss on the whole deal.
I have it in my shipping policy if this occures I will charge the customer the additional fee. They are asked to check the shipping address 2 times if they can't follow directions then sorry they pay for it not me.
I will say this as a warning a Fedex manager gets 5.00 added to his production so at the end of a month or cycle he can get a bonus from this. I use to work with a shif manager and I wrote up a ticket on this charge, so I know first hand.
Be sure and check the shipping address on the label and the ticket they will charge you for zip code changes even though the FedEx ship manager sees it as a good zip.
I have contested more of these changes and gotten a refund than I have charged the customer due to some nick picky fedEx employee wanting to add 5.00 bucks to his budget.
If you dont ship a lot of items you could withhold the tracking number, and then it cannot be rerouted, or send the customer a polite email saying your package was shipped to so and so an this date and expected delivery is...This sounds like you have done the work for the customer.
As far as not emailing the tracking number - that would result in so many phone calls that it would be nuts. Also, as far as I know, once the first "notice of missed delivery" gets left, the customer can still re-route. In fact, I think it's only AFTER that gets left that they can re-route at all.