DC Operations

eFC Trace - UPS

eFC Trace - UPS

Policy and Procedure Document
Updated: July 11, 2014
Case Type General Info

Trace Request cases are created when a customer has not received his or her order in
the promised time frame. We must wait 8 business days from the date the order was
submitted before submitting a trace request. For orders being sent to APO/FPOs via
USPS, we must wait 30 days before crediting, as we do not trace USPS orders.
Connect

1. Open the case in Connect.

2. Read notes in the message tab if private notes are entered.
3. Read the notes in the Case Details tab.
4. Locate order number in Connect.

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eFC Trace - UPS

5. Put order number into CSC.

6. Make sure the status is complete and hit Work On to active the order.

7. Click on the tracking number to verify if the package has been delivered.

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eFC Trace - UPS

8. Once the package has been determined as delivered, check the retail
prices of all the items under that tracking number to confirm that they are
$100.00 or more.
*Note: If the retail value of the package is less than $100, you may process a return for the items in
CSC. Note the case in Connect. Solve the case, save and close.

9. If the retail price of all the items in the tracking number are more than
$100.00 then we are able to preform a trace request. Go to UPS.com
and sign in using User ID: dsn_cs and Password: DSN_CS

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eFC Trace - UPS

10. Put in the tracking number and click track.

11. Click on Report a Claim

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eFC Trace - UPS

12. Make sure that the tracking number is in the field Ups Tracking Number
and Yes is chosen for Are you the shipper? Also make sure that Type of
problem is selected as The package is lost. Click continue.

13. Enter the UPS Shipper account number. The account number is the first 6 digits
after the 1Z in the tracking number. If it is not the 76A26E (located under the drop
down box), then type in the correct shipper account number. The postal code is the
zip code of the eFC that the package was sent from.
The zip codes are:
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eFC Trace - UPS

eFC 1 - 45044
eFC 2 - 92408
eFC 3 - 21040
eFC 4 75115
Click continue.

14. The Shipped From email should be trace.help@kohls.com and the telephone
number should be 855-849-1148. The Shipped To should be the email address of
the customer and the customers telephone number.

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eFC Trace - UPS

15. 99% of the time we select the 2nd radio button that the customer denies receipt
of the package. In rare cases the 1st radio button would be selected if UPS has sent
the package to a different address. Select next.

16. Enter in the name of the customer that the package was shipped to and the
customers name. Click next.

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eFC Trace - UPS

17. The number of packages should always be 0. Type in a brief description of the
items that are being traced. (Type in the total number of items in the tracking
number then add the retail of the total of all the items and divide the total dollar
amount by the number of items to get the Cost/Item). Ex: 7 items on the order, total
retail of these items is $270.99. Take $270.99 7= $38.71

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eFC Trace - UPS

18. The order number must be entered in all 3 fields under Reference Information
and trace.help@kohls.com should be entered in both of the email fields. Select
email a confirmation to all contacts, then click next.

19. Review all information entered. If any corrections need to be made you may
make them. Click the edit button to update any changes that need to be made. Then
click submit.

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eFC Trace - UPS

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eFC Trace - UPS

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eFC Trace - UPS

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eFC Trace - UPS

20. Change the status to Solved and assign the case to NO Value. Select the
correct eFC and click save and close.

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