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Package resolution FedEx_logo - Coggle Diagram
Package resolution 
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Service change
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Redirect to hold -- A shipment that was originally intended to be delivered will now be picked up by the recipient at our station
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Stop -- In this case the customer request for the package to be stopped and held for future instructions, returned to shipper, investigated or destroyed.
Hold to deliver -- A shipment that was marked to be held at a station , is requested to be delivered instead.
Package research
Shipment without POD
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Shipment not delivered -- In this case, the customer is asking "Where is my package?"
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Shipment with a POD
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Package received in error -- Customer advises they received a shipment in error. Also known as misdelivery.
When creating a case be aware of checking the information on FARM window and advise the customer in case of surcharges apply