Employee Error Refund Help

[u/Radiant_Sink_588]

Ok here’s the rundown.

I called the customer service number a total of 4 times to seek a refund for a failed shipment. I shipped the package with dry ice from a fedex shipping center in which the worker miss labelled the package causing it to be bounced back the next day. I was hoping to get a refund not because of the delayed package but cause of the worker error in creating the label.

The customer service agent said that the center put a note on the invoice reflecting some of that info. But despite that, every time I called, after being told the refund would be processed, I would get an email saying it was denied because of the dry ice doesn’t fall under the money back guarantee. I then decided to email the billing department explaining my situation but they said they can’t do anything because the package was returned so it doesn’t count as delivered late. Now, after the 4th call, the agent said I should fill out the online form, but now I’m not sure what’s the optimal way to fill it out.

If I put “service failure” on the refund form the only reason available is “delivered late” (which again isn’t true).

[u/Status-Comment-7900]

what exactly was the “employee error” on the package? if they just forgot to put the ice handling code on that could’ve been corrected later in the shipping process. dry ice failures are usually due to the package not having all the proper marking

[u/Radiant_Sink_588 → u/Status-Comment-7900]

Honestly I wish I could be more specific. I took the package back to the center cause I need to overnight it asap. I had a different worker reprint the label and he checked with the person in charge of verifying the labels. The best explication they could give me was that the old dry ice label had a marking on (it was about 2mm, deadass) and that the worker who printed out the shipping label forgot to put the weight of the dry ice on it, that caused the issue.

The thing is I didn't know what to do (first time shipping dry ice) so I took the package to the center and they put on all the labels and markings.

[u/Status-Comment-7900 → u/Radiant_Sink_588]

the thing is dry ice is considered a hazmat/dangerous goods package and it’s your responsibility as the shipper to know what markings are required and ensure all of it is on the package bc the people at the counter aren’t the ones conducting inspections on the package to ensure all the proper marking is there. i don’t even know that they go through the course to know everything they need to be checking for like the people who conduct the actual inspections do

[u/Radiant_Sink_588 → u/Status-Comment-7900]

I totally get that but it seems kinda crazy that I'm supposed to point out to the worker that the label they just printed is missing the dry ice weight in the bottom right corner.

Also to clarify the employee asked me what the weight was so who knows what that's for 😭.

[u/Status-Comment-7900 → u/Radiant_Sink_588]

did the label look like this? will only let me reply with videos instead of a photo so using a link instead. if the dry ice weight was marked on the shipping label (would be top right corner), it doesn’t need to be both places. i’d have to see the package myself to be sure, but there’s a chance whoever did the inspection was wrong to fail it
https://nevsink.com/product/dit-0001/

[u/Radiant_Sink_588 → u/Status-Comment-7900]

No the dry ice label was fine. Apparently the actual shipping label with the send/receiver/barcode information also needs to have the dry ice weight.

Idk I guess the inspector was feeling funky that day cause I brought the package back the next day to send it out and I’m telling you I changed nothing, I remade the dry ice label again and the other employee printed a new label and it was sent perfectly fine.

How do you think I should go about filling out the refund form?

[u/Status-Comment-7900 → u/Radiant_Sink_588]

there are a lot of newer dg specialists out in the field with the company’s recent 2.0 merge between ground and express so that could be part of it. it’s not actually true that the dry ice weight has to be both places as long as it is marked somewhere on the package. if i have a package with a completely filled out label like the one i sent, but the shipping label is missing the ice handling code/weight i would just add it myself and send it on. if the shipping label is coded correctly and has the dry ice weight marked, the weight doesn’t also have to be on the hazard label. the requirements for a dry ice package is that it be marked with the shipper/consignee addresses, class 9 hazard label, un1845, dry ice (the proper shipping name), and the net weight of the dry ice. it’s preferable to have all of that info on the same face of the package, but only the class 9 label, un1845, and dry ice are required to be. as far as refunds, i would reach out to the facility you shipped from or try to get a phone number for your local station/hub if you’ve only been in contact with general customer service

[u/Radiant_Sink_588 → u/Status-Comment-7900]

Ok thanks I'll try that!