PCA Review

What is the timeframe a shipper should report a loss package and file the documentation for the claim?

• Within 60 days of the scheduled delivery date.

• Within 30 days of the scheduled delivery date.

• Within 60 days of the actual delivery date.

• Within 30 days of the actual delivery date.

What will you do if the customer cannot provide the tracking number for a damaged package they're reporting?

• Do a name search in IVP to locate the tracking number.

• Do an address search in IVP to locate the tracking number.

• Do not assist the customer and tell them to call again with the tracking number.

• Do a shipper search in IVP to locate the tracking number

The Shipper wants to report a damage package. What are your next steps? (Select all that apply)

• Connect the customer to DEG

• Offer Self-Serve Options

• Connect the customer to Damage Recovery Group

• Begin the Damage IVP Investigation for the shipper

Who can request an investigation of a package?

• Only the Shipper

• The Shipper and recipient

• The Shipper, Recipient, or third party can request an investigation.

How can a shipper request an investigation? Select all that apply?

• By calling UPS

• Via the website ups.com

• By sending a letter to UPS headquarters.

A customer reports that the tracking status shows " No information Found" and the package is past its scheduled delivery date. What should be the next step in the investigation process.

• Close the investigation

• Input an investigation in IVP

• Reroute the investigations to PI

• Contact the International Package Information - Destination

What would be the appropriate action to take if a [recipient] is calling about a package that shows delivered but cannot be located?

• Follow the Delivery Map Process

• Reroute the investigations to PI

• Contact the International Package Information Destination

What should you advise the shipper to do if a package is not located during an investigation?

• Close the investigation

• Forward a CAR to the shipper

• Confirm with the shipper if they received the Claim documentation

What is the next step when a shipper request to reopen a package or damage investigation.

• Reopen the investigation

• Forward a CAR to the shipper

• Reroute the investigation to PI

Which of these accurately describes a package with Previous Claim Issued Identification?

• Under the Claims Tab in IVP a Claim record already exists for the same tracking number.

• Customer does not have a tracking number

• Claims Submission date is past the claim liability date for the given origin/shipper country and service

• No Claim accepted through COU from a consignee