FARM Restrictions Procedures Documentation

Customer Experience Operations

FedEx Services – Customer Experience

GSPE&E / LCoE
October 25, 2019
Version 2.3
FedEx goes to great lengths to protect customer privacy and does not give out information pertaining to a
customer's account to anyone other than the verified contact. All Standard Operating Procedures should be
strictly followed on all customer service requests. FedEx Account Restrictions and Messaging (FARM) is a
tool used to specify the shipper’s requirements regarding the handling of their packages relating to Address
Corrections, Reroutes, and Redirect to Hold.

The procedures on the following pages are effective immediately.

Normal Business Hours

Between the hours
Monday through Friday, 7:00 am – 7:00 pm CT and 6:30 am – 5:00 pm CT on Saturday,
Transfer the caller to the FARM Escalation Team found in the phone book (Farm-Escalation).
Do not give the Farm Escalation phone number to the caller.

After Normal Business Hours

If a call is received pertaining to a customer service request after normal business hours,
Do not create a case. Do not transfer the caller. End the call using the suggested phraseology:

“Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed certain restrictions on this account.
At this time, we are unable to provide any additional assistance. If you would like to discuss any options you may have,
you can contact us during normal business hours, between 7 am and 7 pm (CT),
Monday through Friday, or Saturday from 6:30 am – 5:00 pm (CT).”

If escalation is still necessary, follow normal procedures within KMS for transferring to CAT.

To check for FARM restrictions, you must click on the U-Turn icon found in 1Source
Tracking
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 FARM Restrictions Call Handling Procedures

This document is designed to help you understand and follow the correct
procedures when handling Shipment Services requests with FARM
restrictions.
Shipment FARM restrictions include:
• Address Correction
• Reroutes
• Redirect to Hold
Shipment Service Requests include cases for:
• Address Correction
• Reroutes
• Redirect to Hold
• Return to Shipper
• Vacation Hold
• Future Day Delivery
• Temporary Hold
The Specialized Call Routing (SCR) FARM Escalation team will handle
these cases and calls directly related to FedEx Account Restrictions and
Messaging, also known as FARM.

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 SCENARIO A - If the caller is the SHIPPER
EVENT
1 No FARM restrictions exists.
FARM restrictions exist on all Shipment
2 Services and state, “Not Allowed”.
FARM restrictions exist with a
3 combination of “Allowed” and “Not
Allowed” on Shipment Services.
FARM restrictions exist on any
4 Shipment Services, and state “Allowed
by Exception”.
FedEx Services – Customer Experience
GSPE&E / LCoE
RESPONSE
Do not transfer the caller. Handle the case according to normal SOP and comply with
all applicable KMS documents.
Do not transfer the caller. Do not create a case. Use the suggested phraseology:
“Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed restrictions
that do not allow us to process this request. If you have any questions, you would need
to contact the authorized individual within your organization.”
NOTE: If escalation is necessary, follow normal procedures within KMS, for transferring
to CAT.
Do not create a case. Transfer the caller to the FARM Escalation Team found in
the phone book (Farm-Escalation). Do not give the Farm Escalation phone
number to the caller. Use the suggested phraseology:
“Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed certain
restrictions on this account. Allow me to transfer you to the correct team who may be
able to help you with this request.”
Do not create a case. Transfer the caller to the FARM Escalation Team found in
the phone book (Farm-Escalation). Do not give the Farm Escalation phone
number to the caller. Use the suggested phraseology:
“Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed certain
restrictions on this account. Allow me to transfer you to the correct team who may be
able to help you with this request.”
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 SCENARIO B. If the caller is the RECIPIENT (Residential)
EVENT RESPONSE

Do not transfer the caller. Handle the call according to normal SOP and comply with
1 No FARM restrictions exists.
all applicable KMS documents.

Advise the caller to contact the shipper. Use the suggested phraseology:
FARM restrictions exist on all Shipment “Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed restrictions
2 Services and state, “Not Allowed”. that do not allow us to process any changes. If you have any questions, you will need to
contact the shipper.

Do not create a case. Direct caller to FDM or advise the caller to contact the
shipper. Use the suggested phraseology:
FARM restrictions exist with a
“Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed restrictions
3 combination of “Allowed” and “Not
that do not allow us to process any changes. If you have any questions, you will need to
Allowed” on Shipment Services.
contact the shipper. However, there are options available on FedEx Delivery Manager
where you can request customized delivery options.”

Do not create a case. Direct caller to FDM or advise the caller to contact the
shipper. Use the suggested phraseology:
FARM restrictions exist on any
“Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed restrictions
4 Shipment Services, and state “Allowed
that do not allow us to process any changes. If you have any questions, you will need to
by Exception”.
contact the shipper. However, there are options available on FedEx Delivery Manager
where you can request customized delivery options.”

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 SCENARIO C. If the caller is the RECIPIENT (Business)
EVENT
1 No FARM restrictions exists.
FARM restrictions exist on all
2 Shipment Services and state, “Not
Allowed”.
FARM restrictions exist with a
3 combination of “Allowed” and “Not
Allowed” on Shipment Services.
FARM restrictions exist on any
4 Shipment Services, and state “Allowed
by Exception”.
FedEx Services – Customer Experience
GSPE&E / LCoE
RESPONSE
Do not transfer the caller. Handle the call according to normal SOP and comply with
all applicable KMS documents.
Do not create a case. Do not transfer the caller. Advise the caller to contact the
shipper. Use the suggested phraseology:
“Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed restrictions
that do not allow us to process any changes. If you have any questions, you will need to
contact the shipper.”
Do not create a case. Transfer the caller to the FARM Escalation Team found in
the phone book (Farm-Escalation). Do not give the Farm Escalation phone
number to the caller. Use the suggested phraseology:
“Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed certain
restrictions on this account. Allow me to transfer you to the correct team who may be
able to help you with this request.”
Do not create a case. Transfer the caller to the FARM Escalation Team found in
the phone book (Farm-Escalation). Do not give the Farm Escalation phone
number to the caller. Use the suggested phraseology:
“Sir/Ma’am, I do apologize, but for security reasons, the shipper has placed certain
restrictions on this account. Allow me to transfer you to the correct team who may be
able to help you with this request.”
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 When the need arises to transfer a call to the FARM Escalation team, you may be asked to provide any
pertinent information you have gathered from the caller such as tracking number, door tag numbers,
account numbers, etc.

Transfers to Special Call Routing (SCR) FARM Escalation Team

The Special Call Routing (SCR) FARM Escalation Team will be asking for specific details from you in order to complete the request:

Tracking number / Door tag number

Caller’s name
Nature of the request

Transfers to Customer Advocate Team

The Customer Advocate Team may be receiving calls from customers that are irate and upset due to packages not able to be changed
due to FARM restrictions. All CAT Team members must follow normal FARM restrictions for all Shipment Service requests.

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