Tracking Knowledge Check

Tracking Part 1

Read each question carefully and then select the letter of the correct answer for each question.
1. Which Delivery Signature option was requested by the shipper?

a. Adult Signature Required

b. Direct Signature Required
c. Indirect Signature Required
d. No Signature was requested
2. Which of the following packages do NOT qualify for convenient delivery options using FedEx
Delivery Manager (FDM)?
a. FedEx Express Saver addressed to a business address
b. FedEx SmartPost addressed to a residential address
c. Neither a nor b
d. Both a & b
3. What procedure must be followed when a residential recipient caller wants their delivery to be
changed to Hold at Location and shipper restrictions show not allowed via customer service,
however, holds are allowed via FedEx Delivery Manager (FDM)?
a. Advise the caller they may complete the request via FDM, otherwise they will need to
contact their shipper.
b. Transfer the caller to the FARM escalation department
c. Advise the caller you can complete the request for them via FDM
d. Transfer the caller to their shipper for assistance
4. Why was the shipment not delivered by commitment?

a. Apartment number not provided.

b. Recipient has moved.
c. Recipient not in/Business Closed.
d. Refused by Recipient.

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5. What would you advise the shipper regarding the delivery status of this shipment?

a. Provide Proof of Delivery (POD)

b. Provide Delivery Commitment
c. Advise shipment never given to FedEx
d. Advise package is out for delivery.
6. When the FedEx Express driver made the first attempt for delivery and found no one available to
sign for the shipment, what time did the driver indicate they would return to the FedEx facility
with the package?

a. 1100
b. 1500
c. 1600
d. 1800
7. What is the company name this package was addressed to?

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a. Bloomingdales
b. Claridge
c. Dunn & Bradstreet
d. FedEx Freight
8. What is the process for a shipper requesting a redirect to hold on a shipment containing the
FARM restriction allowed by exception?
a. Advise the shipper restrictions prevent request
b. Create the Service Change>Redirect to Hold case
c. Transfer the caller to the FARM Escalation Team
d. None of the above
9. Which of the following scans indicates an Express international shipment has cleared customs
and is considered a domestic shipment?
a. Manifest Data Entry (MDE)
b. Expedited Customs Clearance Operation (ECCO) in Clearance Area
c. Expedited Customs Clearance Operation (ECCO) in Clearance Area (No Regulatory
Delay)
d. Pickup Package (PUP)
10. What procedure should be followed when a customer requests package status for an international
package shipped to China which has a proof of delivery (POD) scan?
a. Provide the package status.
b. Transfer to Customer Advocate Team (CAT)
c. Provide the Proof of Delivery (POD) information.
d. Transfer to International Customer Service.
11. Auto Redirect to Hold packages are taken to ________ after one delivery attempt at a residence.
a. A nearby FedEx Office location
b. A nearby FedEx OnSite location
c. Either a or b
d. Neither a nor b
12. What is the total number of packages which were associated with this shipment?

a. 2
b. 3
c. 4
d. 5

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13. When creating an Information Request case for Express Property Damage, what is not required?
a. First and Last name
b. Phone number
c. Address
d. Tracking number
14. Who is allowed to request the Stop and Return to Shipper (RTS) of a shipment that is currently in
transit?
a. Shipper only
b. Shipper, Recipient or Third Party Payor
c. Recipient only
d. Shipper or Third Party Payor only
15. What is the type of COD payment which was collected on this shipment?

a. Secured
b. Unsecured
c. Guaranteed Funds
d. Currency

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16. What scan provides the return tracking number of the shipment containing the COD funds which
were collected on the original COD shipment?

a. REV
b. POD
c. COD
d. CODX
17. What scan indicates a package has been Auto Redirected to Hold?
a. DEX 03
b. STAT 29
c. Comment Scan
d. STAT 44
18. How many probing questions do you ask and document when creating a Disputes Delivery case?
a. 1
b. 2
c. 3
d. 4
19. Which of the following would be considered a Package Received in Error?
a. The caller states they have a package they weren’t supposed to receive because they had
cancelled their order
b. The caller states they have received a package at their address that is intended for a
different address on the label
c. The caller states the recipient of the package no longer lives at the address and the
caller’s address matches the label
d. The caller states the contents inside are not what they ordered, and the caller’s address
matches the label
20. Which of the following is NOT a convenient delivery option offered in FDM?
a. Vacation Hold
b. Redirect to Hold
c. Return to Shipper
d. Appointment Delivery

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21. What procedure is followed when a customer requests compensation because an Express driver
caused $450 damage to her lawn furniture?
a. Create a case with Information Request in the Case Type dropdown and Property
Damage under $500 in the Subcategory
b. Create a case for the complaint.
c. Transfer the caller to the Vehicle Accident Claims department
d. Transfer the call to the station.
22. What is the required age for an Adult Signature?
a. 18
b. 21
c. 22
d. 25
23. In addition to creating a case, when an Express shipper wants to change the amount on a COD
package and the package is in transit, what additional step be completed?
a. Transfer the caller to CAT for approval
b. Transfer the caller to the destination station manager
c. Inform the shipper we cannot make the change
d. Give the shipper the station fax number and authorization letter information
24. Same Day reattempt request for Express packages should be documented by what time?
a. 1100 destination
b. 1200 origin
c. 1300 origin
d. 1300 destination
25. Which call type is it mandatory to advise residential recipients about FedEx Delivery manager
(FDM)?
a. Express Redirect to Hold (RTH)
b. Express Proof of Delivery (POD)
c. Express Reattempt (REA)
d. Express Hold to Deliver (HTD)

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