Express Shipping Overview
Express or expedited shipping options may vary based on the customer's place of purchase and the ordered item.
Guidelines
- Do NOT promise express shipping availability to the customer.
- Shipped orders cannot be modified.
- Only accessory items are shipped via parcel shipping, and all other order types are shipped LTL
- LTL shipments are not to offer express or expedited shipping.
Customer Requests Express Shipping
Use the following steps to assist a customer who is requesting express shipping and the order was placed through:
AUTHORIZED RETAILER
LTL or Parcel Shipments
- Explain that the retailer selects the shipping options available for their orders, and only they can request to change the delivery method. Inform them they must contact the retailer directly to confirm if express shipping is available and/or if changes can be made to the order's shipping method.
DIRECT ORDERS
Parcel Shipments
- Do NOT promise express shipping availability to the customer
- Inform the customer that express shipping, if available, may incur an additional cost, which will need to be prepaid.
- Set a follow-up with the caller and let them know that you will be checking with your shipper to confirm if express shipping is available.
- Consult with CC Supervisor.
Express Shipment Handling (CC Supervisor ONLY):
When available, express shipping options are offered on a case-by-case basis due to the complexities and time required to manually manage and complete an order with express shipping.
Use the following step guide for customers who request express shipping options for Parcel Shipments:
- Log onto ShipStation and confirm if an Express Shipping option is available for the customer's address.
- Consult with your CC Supervisor to see if the customer's request qualifies as an exception.
Contact our logistics manager to confirm whether express shipping can be supported for the customer's order.
- If an exception is not granted or an express shipment cannot be supported, contact the customer and inform them that we do not offer express shipment for accessory orders at this time.
- If an exception is granted and express shipment can be supported, contact the customer to confirm the additional shipping price provided in ShipStation and confirm
If Express Shipping is available:
- Quote express shipping price through ShipStation
- Log into PayPal to create an invoice (follow the PayPal: Create Invoice step guide)
- Process order under the correct customer card in ERP and enter the Shipping fee under the Estimated
- In Special Instructions of SO, include the PayPal Invoice Number
- Email Logistics Manager with SO# and express shipment request.