Handling Clients on Credit Hold with Parcel Carriers

When to Use This Article

Use this article when:

• A client reports they are on credit hold with UPS or FedEx
• An internal team member escalates a carrier credit hold issue
• A shipment delay is caused by carrier billing issues

Initial Client Response (Required)

1. Respond to the client acknowledging the issue
2. Inform them you are actively investigating
3. Set a clear expectation for follow‑up
4. If the issue was forwarded internally, keep the original sender CC’d

➡️ Once the client has been acknowledged, continue below.

Step 1: Identify billing type

To identify the client's billing type, check the account settings in Client Maintenance. The billing type determines ownership of payment resolution.

• Voucher – The client pays the carrier directly. Proceed to Step 2A.
• Settlement – AFS manages carrier payment on the client's behalf. Proceed to Step 2B.

Determine whether the client is:

• Voucher
• Settlement

Billing type determines ownership of payment resolution.

Step 2A: Voucher Billing Path

Confirm Client Understanding

• Does the client understand they are responsible for direct carrier payment?
  • If no → Explain client responsibility and payment process
• How is the client making payment?
  • Carrier billing center
  • AFS reporting/data

AFS Data Validation

• If the client expects data from AFS:
  • Do they know where and how to access it?
    • If no → Provide guidance or escalate internally

✅ End of workflow unless additional support is requested

Step 2B: Settlement Billing Path

The client's carrier payments are managed by AFS. Continue to Step 3 below.

Step 3: Contact Parcel Account Manager

1. Reach out to the client’s parcel account manager (if known)
2. Request:
   • Updated Statement of Account (SOA)
   • Temporary removal of credit hold while researching

If the account manager is responsive and provides the SOA:
Skip Steps 4 and 5 and proceed directly to Step 6.

If the account manager is unavailable or cannot assist:
Continue to Step 4.

Step 4: Retrieve Billing Credentials

1. Check Parcel Credentials tab in Client Maintenance

If credentials are available:

• Log in and retrieve SOA
  ➡️ Proceed to Step 6

If credentials are not available:

• Contact Roxanne Weinel for billing access

If credentials still cannot be obtained:
➡️ Continue to Step 5

Step 5: Contact Carrier Billing Support

Use the appropriate billing support line:

• UPS Domestic: 1‑800‑811‑1648
• UPS International/Import: 1‑866‑493‑7140
• FedEx: 1‑833‑812‑1383

✅ Obtain SOA or confirmation of outstanding invoices
➡️ Proceed to Step 6

Step 6: Research Funding Status

1. Review the Statement of Account
2. Confirm:
   • All client funding has been received for the open invoices on Parcel Statement of Account.
   • Funding has been sent to the carrier

If funding is missing, delayed, or insufficient:
➡️ Continue to Step 6A

If funding is confirmed:
➡️ Skip to Step 7

Step 6A: Prefund Consideration (Escalation Required)

If, during research, it is determined that a prefund request may be necessary:

1. Contact your manager to discuss the situation
2. Reference the KB article:
   How Do I Initiate a Prefund Request?
   
3. Follow the instructions in that article before proceeding further

Do not initiate a prefund request without manager guidance.

Resume at Step 7 once direction is received and any prefund action is complete.

Step 7: Request Proof of Payment

Submit a ticket to the Finance team requesting:

• Proof of payment
• Remittance details

https://afs.net/carrier-support-solutions/carrier-remittance-support-form/

➡️ Continue to Step 8

Step 8: Carrier resolution

Once proof of payment is available:

FedEx

• Email remittanceresearch@fedex.com

• CC: client’s FedEx parcel account representative

UPS

• Work directly with the client’s UPS account manager

✅ Monitor until the credit hold is removed. If the hold is not lifted within one business day of submitting proof of payment, follow up directly with the carrier contact and notify your manager.