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Handling Clients on Credit Hold with Parcel Carriers

This article outlines the required steps to follow when a client is placed on credit hold by a parcel carrier (UPS or FedEx). It includes client communication guidance, billing-type decision logic, and escalation steps to resolve the credit hold.

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

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

Continue below if the client is settlement billing.

 

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:
➡️ Proceed 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:

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 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 workflow once direction is received

 

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

  • CC: client’s FedEx parcel account representative

UPS

  • Work directly with the client’s UPS account manager

✅ Monitor until the credit hold is removed