User Guide Package Exception Management

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1 User Guide Package Exception Management PRECISION Applications 2012 September 2012

2 2012 Precision Software, a division of QAD Inc. Precision Software products are copyrighted and all rights are reserved by Precision Software, a division of QAD Inc. This document is copyrighted and all rights are reserved. No part of this document may be reproduced, transmitted, adapted, translated or electronically stored without the prior written consent of Precision Software, a division of QAD Inc. PRECISION is a trademark of Precision Software, a division of QAD Inc. Progress is a registered trademark of Progress Software Corporation. PEM_UG_v046.pdf/ofs/ofs

3 Contents Change Summary v Chapter 1 Introduction Overview PEM User Security PEM Search Panel Search Templates Exceptions Search Tracer Status Explicit Search Packages Panel Tasks Area Chapter 2 PEM User Interface User Types Logging In Login Window Search Panel Running a Search Exceptions Search Explicit Search Working with the Packages Panel Resizing Panels Column Options Panel Scroll Bars Mouse-Over Details Results Pages, Refreshing, Selecting Results, and Copying Results Chapter 3 Working with PEM Transactions Using PEM Tasks Pack Comments Shipment Details Carrier Tracking History Tracer Request

4 iv User Guide Package Exception Management Open/Close Shipping Plan Status Update Documents Index

5 Change Summary The following table summarizes significant differences between this document and previous versions. Date/Version Description Reference September 2012/ Minor changes to shortcut menu on the Packages panel. page 6, page 15 PEM 4.6 July 2012/PEM Initial publication --

6 vi User Guide Package Exception Management

7 Chapter 1 Introduction PRECISION Package Exception Management (PEM) is your single location for multi-carrier package tracking. An automated solution that targets the post-dock management of shipments, it provides real-time carrier status information about packages from the time of carrier pick-up through to delivery. This chapter provides an introduction to the PEM Portal, and includes the following topics: Overview 2 Provides a functional overview of PEM. PEM User Security 3 Provides an overview of PEM user security issues. PEM Search Panel 3 Describes the elements of the PEM Search Panel. Packages Panel 6 Describes the elements displayed in the Packages Panel. Tasks Area 6 Introduces the tasks that can be performed on PEM alerts/exceptions.

8 2 User Guide Package Exception Management Overview PEM is a single-location, Web-based user portal for multi-carrier package tracking. The PEM portal helps you manage problem shipments using alerts, color-coded severity warnings, and issue management utilities. All package delivery data is stored in the PEM system. This delivery data, along with the ability to capture proof-of-delivery, helps you maintain compliance with revenue recognition rules, such as Sarbanes-Oxley regulations. PEM also allows you to raise package tracer requests that can be electronically submitted to carriers. PEM flags any shipment with a tracer for management and reporting purposes. Carriers send electronic updates relating to in-transit shipments by electronic data interchange (EDI) or comma-separated values (CSV) file to the PEM database. Based on this information, PEM immediately displays the current delivery status for a tracking/pro/waybill number. Packages that encounter in-transit or delivery problems are highlighted with a color-coded priority level. Priorities enable you to quickly identify critical problems requiring corrective action without spending time tracking shipments that are on target for on-time delivery. Using PEM, you can: Reduce missed or late delivery penalties. Track return shipments. Drill into critical shipment data for carrier and shipping lane analysis. Achieve increased levels of customer service at lower costs. The tracked shipment transactions visible in the PEM Web portal reside in the PRECISION database. You can use the PRECISION Manual Shipment or Desktop Shipping functionality to create these shipment transactions. Alternatively, you can use PRECISION Service-Oriented Architecture (SOA) technology to allow external applications to submit shipments to the PRECISION database for subsequent package tracking and exception management with PEM. If a carrier electronic update contains a tracking/pro/waybill number that does not exist in any shipment transaction in the PRECISION database, PEM can automatically create a light shipment based on this data. Light shipments contain basic shipment information, which is then displayed in PEM with status updates from the carrier. Every shipment transaction tracked through PEM is associated with a shipment tracking plan. The tracking plan contains milestones for shipment events, such as manifest events, in-transit events, and delivered events. PEM generates automatic alerts if an event milestone in the plan is missed. Communications from carriers by EDI or CSV file provide the live status updates for shipment plans. PEM uses these updates to determine if the shipment is on track and to generate event updates. PEM can also generate alerts when there is a lack of status updates; for example, when no In Transit information is sent by the carrier after the shipment is initially manifested. The status updates from carriers can also include details of an alert to be raised; for example, when a shipment is held up at customs due to paperwork, there are adverse weather conditions, or there is no one to accept delivery at the delivery address. Note For more information on shipping tracking plans, see Administration Guide: Package Exception Management.

9 Introduction 3 PEM User Security Using PRECISION Base, the administrator defines logins and permissions for PEM users and customizes the PEM portal for individual users and user types. Depending on your permissions, different clients, packing locations, and carriers known as Common Search Fields are displayed. For example, a Call Center administrator can customize the PEM portal to only display shipments being handled by a particular office or operator in the office. So if you are an operator responsible for DHL shipments for a Chicago business unit, it is likely that only shipments for this client, packing location, and carrier are displayed when you log in and search for shipments. Fig. 1.1 PEM Clients, Packing Locations, and Carriers The Tasks area of the portal displays the list of tasks you can perform on selected packages for tracking and proactive exception management purposes. If a task is displayed with a red bar on the task icon, you do not have permission to run the task. Fig. 1.2 PEM Task List Note For information on setting up PEM User Security, see Administration Guide: Package Exception Management. PEM Search Panel The Clients list displays the transaction clients or business units you are authorized to work with. You may have access to one or several clients. If you have access to several clients, the ALL option allows a search across all clients. Alternatively, you can search across a subset of the available clients.

10 4 User Guide Package Exception Management One or multiple packing locations can be defined for each client. Each packing location is linked to carriers that handle shipments from that location. Use the SHIFT and CTRL keys to select multiple clients, packing locations, or carriers. Fig. 1.3 Selecting Clients, Locations, and Carriers The following table displays the function of each button in the Common Search Fields area: Button Search Export Clear Search Templates Function Conducts the selected search. Exports the search results to an Excel spreadsheet as a Package Level report. Removes all previously selected search criteria. You can use search templates to store sets of search criteria for reuse. Define a name for each search template you save. You can access the templates from the template drop-down menu. Use the buttons to save a new template or delete an existing one. Fig. 1.4 Search Template Field Exceptions Search The Exceptions Search tab allows you to search open shipping plan transactions that have an alert or exception raised. It also allows you to filter exceptions by priority and exception type. Alert/Exception types are defined in the PRECISION database with a default priority associated with each type. When a carrier provides an electronic shipment status update, the carrier status code is mapped to an exception type, which is then graded by priority. The shipment is then displayed as an exception type with a given priority. For example, a shipment might be displayed as the exception type Delivery Failure with the priority Critical.

11 Introduction 5 You can choose to view all priority levels or only the most critical priorities. You can also refine the search by using the Alert/Exceptions type. For example, you can view specific types of exceptions regardless of their priority. Tracer Status If a package has been lost, damaged, or delivered to the wrong address, you can initiate a tracer request for the package. The tracer request is automatically ed as a PDF document attachment to the carrier. The Tracer Status fields allow you to filter for shipments that have been assigned tracer requests. Fig. 1.5 Exceptions Search Tab with Tracer Status Explicit Search The Explicit Search tab allows you to search all shipping plan transactions, regardless of whether an exception has been raised. The Explicit Search tab also allows you to fine-tune the search using specific tracking/pro/waybill references, shipment references, date ranges, and shipping address information. You can also specify shipping directions and the shipping plan status as search criteria. A shipping plan with an open status indicates that packages are not yet delivered. A closed status indicates that they have been delivered. Click the More link to specify additional shipment reference information, such as: Invoice number Sales order number Buyer PO number Fig. 1.6 Explicit Search Tab

12 6 User Guide Package Exception Management Packages Panel The Packages panel displays the current packages, based on the query results of search criteria set in the Search panel. Fig. 1.7 Packages Panel The panel displays the shipment information stored in the PRECISION database for each package. Priorities are displayed in easy-to-read color codes. The results of an Exceptions Search are listed in priority sequence, beginning with the most critical and sorted in descending priority value. The results of an Explicit Search are sorted by descending shipment reference sequence. Displayed shipping information includes Tracking Number, Carrier Scan Description, Last Scan Text, ETA Date (from carrier electronic status updates), Service, and Comment. The mouse-over feature on the Packages panel displays more detailed information for individual packages. Click the forward and back buttons to go to a specific results page. You can also expand the page to display more results. When the page has been expanded, the system automatically recounts the number of pages required to display the results. You can select and copy multiple results to a spreadsheet or text application for further analysis. You can customize the panel to display only the columns you require. To do this, click a column header and select the Columns option. You can drag columns into different positions on the Packages panel. Your configured settings are saved automatically and displayed the next time you log in. Tasks Area The Tasks area lists the maintenance tasks you can perform on selected packages. You usually perform maintenance tasks to resolve a delivery issue or to enter further shipment information and communicate it to carriers and customers. Each task is displayed in its own pop-up window with detailed information for the selected package.

13 Introduction 7 Fig. 1.8 Tasks Area Depending on your configuration, the Tasks area can include the following tasks: Pack Comments Users can enter additional comments and them to interested parties. For example, if you are notified that a shipment is delayed due to adverse weather conditions, you can write a comment and it to your customer, advising of the expected delay and the revised delivery date. Shipment Details You can view the complete shipping details for the package, including ship-from and ship-to company information and package and item details. Carrier Tracking History You can view all carrier status updates for this package. These details are useful for drilling down into delivery issues. Tracer Request The tracer request is the initial communication sent when you need the carrier to investigate lost or damaged shipments. The pop-up window displays all shipping information contained in the database for the selected package. You can manually add information as required for example, additional item information or text to complete the request. You can the tracer request to one or more recipients in the carrier organization. Open/Close Shipping Plan Shipping plans are created using the PRECISION Base client. They are automatically closed on receipt of Delivered status from the carrier. This option allows you to manually change the shipping plan status for packages where the carrier cannot communicate Delivered status electronically, or to reopen a plan that was closed by mistake. This option is usually only available to administrators.

14 8 User Guide Package Exception Management Tracking Choose this option to navigate directly to the carrier tracking system. For example, if you select a UPS shipment, the tracking option displays the tracking page for the tracking number on the UPS Web site. Status Update Use this option to update the shipment status. You can manually set the status to In Transit or Delivered. The pop-up window features a drop-down list of each possible status for the shipment. You can add a date stamp and comment to the status change. Documents This task displays the shipping documents linked to the shipment. You can print these documents directly from the pop-up window. You can also attach and preview scanned proof of delivery documents, images, or other media.

15 Chapter 2 PEM User Interface This section includes the following topics: User Types 10 Introduces the types of PEM users. Logging In 10 Describes the login process. Search Panel 11 Describes elements of the Search panel. Working with the Packages Panel 15 Describes aspects of the Results panel screen.

16 10 User Guide Package Exception Management User Types When you log in to the PEM portal, the clients and tasks available to you depend on your permissions. These permissions are defined in the PRECISION Base security module. There are three types of PEM users: Control Tower (CT) CT users typically operate on a global level. They are responsible for tracking all packages from all packing locations across all carriers. CT users are often a central operations unit in an organization needing visibility on all transactions shipped from all company locations. Call Center (CC) CC users are usually customer service representatives who track packages for a specific region. CC users deal with only one or a limited number of packing locations, and only with carriers used at those locations. Carrier Agent (CA) CA users can operate on a global level. An example is an account manager in the carrier organization with responsibility for all accounts agreed upon with the shipper. Alternatively, CA users can be configured to operate at a local level. An example is a carrier representative in one shipper origin country with responsibility for one or a small number of the total accounts agreed upon between carrier and shipper. When a user logs in, the Common Search Fields and tasks available depend on their user type. Note For details on setting up PEM user types and user groups, see Administration Guide: Package Exception Management. Logging In To launch the client, choose Start Programs PRECISION Web UI. Login Window When you start the application, a login window is displayed. The following screen shot displays the default login window. Fig. 2.1 Default Login Window

17 PEM User Interface 11 Note For details on the Precision login screen, see User Guide: Base. To log in, supply your login details and click Login. Your administrator likely has configured your user account to display the PEM Portal immediately. However, if you land on another page, in the left menu, choose Transportation Tracking Package Exception Management. The PEM Portal contains a Search panel and a Packages panel. Within the Packages panel, a Tasks area enables you to perform tasks on a particular package. Fig. 2.2 PEM Portal Search Panel When you access the PEM Portal as a CT or CC user, the Common Search Fields area displays Clients, Packing Locations, and Carriers lists. Fig. 2.3 Common Search Fields: CT and CC When you access the PEM Portal as a CA user, the Common Search Fields area displays Clients and Carrier Accounts lists. Fig. 2.4 Common Search Fields: CA

18 12 User Guide Package Exception Management Running a Search To run a search and display package query results: 1 Select one or multiple clients. 2 Select one or multiple packing locations. 3 Select one or multiple carriers. 4 Set search criteria using the Exceptions Search or Explicit Search tab. 5 Click Search. Note After running a search, you might see no package or shipment query results due to the access you have been provided with. Exceptions Search There are three search criteria on the Exceptions Search tab: Priority Alerts/Exceptions Tracer Status Priority Select one or a number of priority fields to filter the search for package exceptions. Fig. 2.5 Priority Criteria The priority fields identify the severity of the alert or exception. When an exception is raised for a package, PEM assigns a priority to the exception based on its type. The administrator can configure the list of priority fields displayed. Note For more information on exception priorities, see Administration Guide: Package Exception Management. Alerts/Exceptions To filter the Alerts/Exceptions search, select one or more alert or exception types.

19 PEM User Interface 13 Fig. 2.6 Exception Type Criteria As a shipment is processed through the carrier network, it moves through a series of event statuses defined in the shipment plan. When a status update code is received from a carrier, it is identified as an expected event or an alert or exception. When it is identified as an alert or exception, the code is categorized as one of these types: Alert/Exception Type Explanation Address Problem There is a problem with the address the package is to be delivered to. Delayed The package is delayed. Delivery Failure The package was not delivered. Change In Delivery There is a change in the delivery plan. Collection Failed The package was not picked up as planned. Customs issue The package has a problem at customs. Event Time Variance Some event has not taken place within the time specified by the shipping plan. Late delivery expected The package will be delivered after its expected arrival time. Lost Damaged The package has been lost or damaged. No carrier activity (via No event has taken place. Status update) Shipment Returned The customer has returned the package. Tracer request in progress The carrier is investigating the status of the package. Note The administrator can configure the Alert/Exception list displayed. For more information on shipping plans and carrier status code mapping, see Administration Guide: Package Exception Management. Tracer Status Use the Tracer Status fields to filter package exceptions for which tracers have been raised. Fig. 2.7 Tracer Status Criteria

20 14 User Guide Package Exception Management You can raise a tracer for a package and send a Tracer Request document to the carrier. The Tracer Request document initiates an investigation by the carrier into lost or damaged deliveries. The initial status is Raised. Typically, access to the tracer task is limited to CT users, who can change the status of the tracer by marking it as Cancelled, Claim Raised, or Claim Complete. Note PEM is not integrated with the claims processes of any carrier. PEM enables a user to indicate if a claim has been raised or completed for a tracer request for analysis and reporting purposes only. Explicit Search Use the Explicit Search tab to manage packages when it is not necessarily known if there are exceptions for the packages. The Explicit Search tab enables you to query for packages where other information is known about the package. Fig. 2.8 Explicit Search with More Option You can use the following filters to initiate an explicit search: Search Filter Tracking No Ship Ref Search Ref Despatch Date ETA Date Ship To/From Direction Function Searches by tracking number. Searches by shipping reference. Searches if the value entered is in the Shipment Header Order Number field [SHORDN] or Shipment Header Order Reference field [SHOREF]. Searches by the despatch date range you specify. Searches based on current ETA date on the transaction shipping plan. The ETA may have been updated based on status updates from the carrier. Searches according to the transaction direction selected. When the direction is outbound, Ship To is displayed and used in the search. When the direction is inbound, Ship From is displayed and used in the search. When the direction is inbound and outbound, Ship To/From is displayed and the search checks if the value you entered matches the Ship To or the Ship From on the shipment transaction. Enables you to select the shipment direction. It is determined based on the shipment transaction shipment type. If you select Outbound, the search only matches transactions of a shipment type flagged as export or domestic outbound. If you select Inbound, the search only matches transactions of a shipment type flagged as import or domestic inbound. If you select Both, the search matches all shipment types.

21 PEM User Interface 15 Search Filter Status More Function Enables you to select the status of a package. A shipping plan with an open status is not yet delivered. A shipping plan with a closed status indicates that packages have already been delivered. This link enables you to specify additional shipment reference information to use as search criteria, such as an invoice number, sales order number, or buyer PO number. Note The administrator can configure the additional search references that appear. For more information on additional search references, see Administration Guide: Package Exception Management. Working with the Packages Panel You can use a number of features to customize the default layout of the Packages panel for displaying results. Resizing Panels Click and drag the Resize icon to change the size of the Search or Packages panel. When you resize the Packages panel, the system automatically recalculates the number of pages required to display the results. For example, if the search you perform produces three screen pages of results, and you then resize the results window upward, the system displays the temporary Finding Packages icon and recalculates the number of screen pages required in the larger panel size. Fig. 2.9 Results Pages Relocation Column Options Each column header in the Packages panel enables you to access a drop-down menu. This menu enables you to restore the default layout, which is the default layout provided with the application. The menu also enables you to select the columns to display. Your layout is saved automatically. You can select from these column types: Column Type Priority Client Client Description Pack Location Description The priority assigned to the current alert/exception on the package. The PRECISION client code in which the shipping transaction exists. The full name associated with the client code. The code of the shipping packing location on the shipment transaction.

22 16 User Guide Package Exception Management Pack Location Description Carrier Route Description Carrier Scan Description Tracking Number Reference Pack Number Other Ref Last Event Last Alert Tracer Status Tracer Type ETA Date Last System Update Last Scan Text Comment Reason Code Comment Last Comment Update Last Comment Updated By Service Last Update Last Updated By Pickup Date Ship From Country Ship To Country Direction Shipment Closed Plan Closed Run Number Action Required Signature of Delivery The full name associated with the packing location. The carrier code associated with the service used to ship the shipment. The description associated with the carrier service. The text associated with the status update code as supplied by the carrier in the electronic status update. The package tracking number. The PRECISION shipment transaction reference. The pack number associated with each individual package on the shipment. Another reference to identify the package. The last event successfully processed against the package. The last alert successfully generated against the package. The current tracer status if a tracer was raised for this package. The tracer type for example, Lost, Damaged, Delivered to incorrect address if a tracer was raised for this package. The estimated time of arrival date, as supplied by the carrier in the electronic status update. The last date and time when the system updated this package to change its event or alert information. The descriptive text from the last update provided by the carrier that changed the event or alert information. The reason code, if any, associated with a comment. The text of the last updated comment associated with the package. The date of the last updated comment. The user ID of the person who last updated a comment. The code associated with the carrier service used to ship the package. The date and time of the last action updated by the user. The system ID of the user who last updated the PEM transaction. The date on which the carrier collected the package. This can differ from the manifested date, because the package may not be physically collected until a later date. The country associated with the ship-from partner of the shipment. The country associated with the ship-to partner of the shipment. Indicates if the shipment type is inbound or outbound. Indicates if the shipment transaction is closed. Indicates if the Shipment Plan status for this package is closed; whether Delivered status was achieved. Unique number automatically generated for each shipping plan. Indicates if the current package status requires user action. Displays the name of the signatory when the package was delivered if the carrier has supplied you with a Delivered status update. Panel Scroll Bars Use the scroll bars on the right and bottom of the Packages panel to scroll to the last package in the results list and to scroll to the columns displayed on the right of the panel.

23 PEM User Interface 17 Fig Packages Panel Scroll Bar Mouse-Over Details The mouse-over option for column information allows you to read information that might be obscured by the column width. For example, the default column width for the Carrier Scan Description or Last Scan Text columns may not be sufficient to display all of the entry. The mouseover option allows you to view the text in full. Fig Mouse-Over Display Results Pages, Refreshing, Selecting Results, and Copying Results The number of results pages returned in a search is displayed at the bottom of the Packages panel. Use the arrow keys to scroll to a particular results page or to the first or last page. Alternatively, insert the page number you want to view and press Enter. Fig Pages, Refresh, Select All, and Copy Icons Updates to package information occur frequently. Use the Refresh button Packages panel with new information. to update the Use the Select All option in combination with the Copy button to export search results from the current page to an Excel spreadsheet, Word document, or other text application.

24 18 User Guide Package Exception Management Fig Copy Alternatively, you can export all results from all pages to an Excel spreadsheet using the Export button. This reproduces the column headings and results pages contents in the Excel spreadsheet. Fig Export Package Level Report

25 Chapter 3 Working with PEM Transactions This section includes the following topics: Using PEM Tasks 20 Describes how you can perform PEM tasks and drill down into PEM transactions.

26 20 User Guide Package Exception Management Using PEM Tasks Use the Tasks area to monitor and maintain the exceptions displayed in the Packages panel. The tasks available are defined in the PRECISION Base application and depend on the security permissions associated with your user ID. Fig. 3.1 Task List Pack Comments Use this task to: Drill down to the comments entered for the package. View a full history of the comments. Enter additional comments. You can comments from PEM to one or more persons. The comments are also visible in the PEM Portal. Fig. 3.2 Pack Comments Comments can be used for interdepartmental communications in the shipper organization, or for communication with the carrier or customer. For example, when the ship-to address has changed and the current address in the shipping database is incorrect, you can pass this information to a customer Call Center (CC) to check with the customer for the correct address.

27 Working with PEM Transactions 21 If carriers have direct access to the PEM Portal, they may also use the Comments task to provide information directly to the shipper. The latest comment entered is displayed on the Packages panel. You can also display a history of all earlier comments using this task. Comment history is shown in descending sequence, starting with the latest comment. Field Descriptions Reason Code. When you have comments that are repetitively used, you can predefine these comments in a user-defined lookup table by associating the repetitive comment wording with a reason code. This allows you to create a quick-entry comment against a package. To do this, select the predefined reason code, which will import the comment wording. You can add or replace wording if required. Fig. 3.3 Lookup Domain Code Table Comments. This is a free-format text box where you enter details of the comment. The text here may default from the Reason Code master table, if a reason code is entered. Notify . This allows you to enter a comma-separated list of addresses to which the comment is ed. If left blank, no is sent and the comment is visible only in PEM. The administrator can configure the subject line and the body text of the Comment using system values. Shipment Details Drill further into the selected package to get information relevant to the shipping transaction, such as item and pack details, and ship-from/ship-to partner addresses.

28 22 User Guide Package Exception Management Fig. 3.4 Shipment Details Carrier Tracking History During the movement of a shipment from origin to destination, multiple updates are received from the carrier for that shipment. These updates are stored in PEM, giving you a complete history of tracking status updates. Therefore, consider the tracking history to be an audit of what you received from the carrier. The transaction shipping plan for the package is automatically updated with the information displayed in the Carrier Tracking History to reflect the event or exception raised. This includes updates to ETA dates when the carrier provides them. Carriers can send an indication of a problem and the action taken to resolve it. The last scanned text and the carrier description of the text can be displayed in the tracking history. Fig. 3.5 Carrier Tracking History Note The administrator configures the columns displayed to a user in Carrier Tracking History using a system value.

29 Working with PEM Transactions 23 Tracer Request You can raise a manual tracer request when a package has a status that may merit a claim against the carrier. A tracer is a message or document sent to the carrier requesting an update on the status of the shipment. You usually send a tracer if you have received no automatic carrier updates and you suspect that the shipment is lost, damaged, or has been delivered to the wrong address. The carrier then initiates an investigation. You can a tracer request to the intended carrier recipient as a PDF attachment. You can only raise one tracer for each package. Your administrator may configure default recipients, the subject line, and the body text for the tracer. Fig. 3.6 Tracer Request Open/Close Shipping Plan Most likely, this task is available to Control Tower (CT) users only. If the carrier is unable to send a delivered status update electronically but can notify CT by phone or , CT can use this task to manually close the shipping plan. You can search closed plans using Explicit Search options.

30 24 User Guide Package Exception Management Fig. 3.7 Open/Close Shipping Plan Tracking This task opens a new window accessing the carrier tracking web site. This enables you to verify that current tracking statuses in PEM match those posted by the carrier on their tracking web site. Status Update You can use this task to manually set the current event of a PEM transaction to either In Transit or Delivered. Use the drop-down list to view available events. For example, when the current event in the shipping plan is Manifested, you can use this task to manually update the event to In Transit. After the current event is set to In Transit, the drop-down list displays only Delivered as the next available status. You can only update the event to this status. You can include a date and time stamp for the event and enter free-format text to provide more information on the event update. Control Tower (CT) or Carrier Agent (CA) users can use this task to manually set the current event when event statuses cannot be received electronically from a carrier. This can apply to smaller or infrequently used carriers who do not provide electronic data files. Fig. 3.8 Status Update Documents This task displays the shipping documents linked to the shipment that are available for printing or ing directly from the pop-up window. The task also allows you to attach and preview scanned proof of delivery (POD) documents, images, and media. Most carriers can provide electronic status updates for confirmation of delivered status. However, some local or smaller

31 Working with PEM Transactions 25 carriers may not have this facility, and hard copies of signed PODs may be required for auditing and regulatory purposes. Use this task to attach a scanned POD image, which is then available to other users for tasks such as invoicing or revenue recognition. Fig. 3.9 Documents

32 26 User Guide Package Exception Management

33 Index A alert/exception types 4 C Call Center (CC) user 10 carrier accounts 12 Carrier Agent (CA) user 10 Carrier Scan Description 6 Carrier Track History task 7 carrier tracking history and shipping plan 22 carrier web site 24 Clients list 3 column types 15 comments ing from PEM 20 Control Tower (CT) user 10 CSV 2 D Documents task 8 E EDI 2 exception types 12 exporting search results 17 L Last Scan Text 6 latest ETA date 6 light shipment 2 Logging in 10 M mouse-over details 17 O Open/Close Shipping Plan task 7 P Pack Comments task 7 PEM direct access for carriers 21 PEM tasks 19 priority fields 12 proof of delivery (POD) 24 R reason code 21 S Sarbanes-Oxley 2 search templates 4 service-oriented architecture (SOA) 2 ship from/ship to partner addresses 21 Shipment Details task 7 shipment tracking plan 2 shipping direction 5, 14 shipping documents 24 shipping plan 5, 23 Status Update task 8 T tracer request 2, 5, 14, 23 Tracer Request task 7 Tracking task 8 Tracking/PRO/Waybill number 6 U updating events 24 user types 10

34 28 User Guide Package Exception Management

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