Guaranteed Service Refunds

Why might a GSR be denied Select all that apply.

• The package was delivered within the scheduled delivery commitment time.

• A refund has already been requested for this package.

• The scheduled delivery date was more than 15 calendar days ago.

• The shipper or the payer has a contract prohibiting GSRs for that service level.

Select the correct order for handling immediate refund requests.

• Explain the refund request process via IVA. Confirm the caller is the payer. Connect the customer to the IVA.

• Confirm the caller is the payer. Connect the customer to the IVA. Explain the refund request process via IVA.

• Confirm the caller is the payer. Explain the refund request process via IVA. Connect the customer to the IVA.

A GSR is a refund that customers can request for any delayed services.

• True

• False

Which critical guidelines must you remember when handling customer inquiries on a GSR?

• Never connect or refer a call to Billing for a GSR request.

• Instruct the customers to use the IVA or the Billing Center to request a GSR.

• Ask the customer to email [e-mail] for bulk requests of GSRs.

• Proactively o er a refund to the customer

Which UPS services are eligible for a Guaranteed Service Refund?

Select all that apply.

• UPS 2nd Day Air AM

• UPS Next Day Air Early

• Ground – Return Services

• UPS Next Day Air Saver

• UPS Next Day Air