agent service center quick reference guidev3asc.aitworldwide.com/contact/asc_faq.pdfait worldwide...

AIT Worldwide Logistics, Inc. P.O. Box 66730 Chicago, IL 60666-0730 630-766-8300 800-669-4248 www.aitworldwide.com

Agent Service Center Quick Reference Guide

2014


ASC FAQ

What exactly is the Agent Service Center? The Agent Service Center (ASC) is a web-based program tailored to any agent for the purpose of handling shipping business for AIT.

Can I make the ASC screen large? At this time no; there is no option to enlarge the screen.

Who can I contact if I have issues? For issues regarding technical, troubleshooting, billing inquire and training, please email our ASC group at [email protected].

Can I delete a status in the ASC? Yes, users can delete status in the ASC. To delete a status, select the Status History option. Locate the status and from the drop down select Delete Status. Status can only be deleted by the same user ID that originally updated the status. For example, user JOHND updated the original status; the status can only be deleted by JOHND. User JANED cannot delete a status that was updated by user JOHND.

Can a security form be printed from the pickup screen? Yes, Known Security, Unknown Security and ID forms can be printed from the ASC. From the Pickup screen at the bottom to the right, select the required form and click on the link to print.

What does Scanned DR Required invoice error mean? All shipments require a signed and dated hard copy POD, (Delivery Receipt). An invoice error of Scanned DR Required will be displayed until this image has been received and uploaded to AIT.

mailto:[email protected]


What is a CDR? CDR is a Consolidation Delivery Receipt. A consolidation of shipments are created base upon two or more shipments delivering to the same location, on the same date, at the same time. Upon POD, the shipments will be flagged as CDR in the Ready to be Billed queue (see below). The total charges entered on a CDR will prorate down to each individual delivery base on weight.

How do I enter charges for a CDR? Locate one of the shipments in the CDR and select Charges from the drop down. From here, click CDR Charges on the bottom, and this next screen is where you will enter all CDR charges, and request CDR accessorials.


How do I remove a HAWB out of a CDR? Go into the CDR, locate the HAWB that needs to be removed from the CDR and next to the HAWB use the drop down and select Remove from CDR.

How do I add a HAWB into an existing CDR? Open up the existing CDR by selecting Charge, at the bottom of the CDR charge screen, click on HAWB Lookup.


Enter the HAWB number and destination zip code, click Submit, and then click Attach to CDR.

How do I manually pull a HAWB into my Delivery queue? In the Open Deliveries queue, at the bottom select option HAWB Lookup. Enter the HAWB number and destination zip codes, then click SUBMIT. The HAWB will be displayed; at the bottom click on Accept Shipment.

How do I remove a line item that I do not need to bill out? Once a line item is on the HAWB charge screen it cannot be deleted, however you can select the No Cost option to not charge the HAWB (next to the line item select No Cost from the drop down). This option confirms that you are aware you are not requesting this line item, therefore the status will move from Pending to Approved. If this option is not selected, the line item will sit in pending status and the shipment will not move into the Ready to be Invoice queue.

The system will not allow me to request an accessorial charge, what should I do? After a bill has been updated with a complete status (PUCOMP, POD, etc) the agent has 72 hours from the POD date or for pickups, confirmed complete, to request all accessorial charges. Once this time frame has expired no accessorial requests will be accepted by AIT. For more information regarding the 72 hours rule, please review the AIT Cartage Manual. If you do not see an accessorial in the list that should be there, email [email protected]



What if I do not enter charges on a HAWB or Pickup within 5 business days of the shipment being marked POD or PUCOMP? The charges will be written off.

Where can I send my signed POD (DR)? Delivery confirmations can be sent to [email protected] or faxed to 630.250.3700. The hardcopy Delivery Receipt should be legible and signed on AIT paperwork provided the actual time of delivery.

What do the values in the R (Routing) column stand for in the Pickup queue? In AIT's terms, routed means a MAWB has been attached. The agent is informed of this when the below values are displayed. The MAWB print function will be available for these values. B = Routing Instructions and MAWB F = Forward Air MAWB T = Towne Air MAWB M = MAWB Attached X = Routing for both Towne and FA Additional values: R = Routing instructions have been entered only; no attached MAWB (once MAWB has been attached, one of the above values will appear) N = No Routing



ASC Deliveries Update Process

All ASC partners are responsible for ensuring status updates are entered promptly through the ASC. The ASC program is also to be utilized as the primary tool when communicating the lifespan of the shipment to AIT.

MAWB (LHAUL) Level Status Updates All ALERTS can be viewed and printed directly from the ASC “Recoveries” screen. AIT asks that you do not rely on faxes and/or emails as the main source for receiving alerts as this information can be found in the Agent Service Center. All delivery agents are required to recover from the carrier on the day freight arrives at destination unless delayed.

All MAWB’s in the ASC recoveries screen should be managed by the MAWB Due Date Column and MUST be marked “RECOVD” through the “Recoveries” screen on the day of recovery. In the event that the shipment does not arrive on the MAWB due date, and applicable exception status must be entered. The exception statuses are listed below (Please be as specific and detailed as possible when entering notes).

NOSHOW – This status should only be used when the entire consol has

not arrived destination and not available at the carrier per the published

tariff recovery time.

SURCVR (Set Up Recovery) – “SURCVR” should only be used for freight that

has been confirmed at destination. This status can be entered on the MAWB

due date, prior to actual recovery to communicate your intentions to recover

from the carrier (please enter notes). Again, please do not use the SURCVR

status unless the freight has been confirmed at destination.

RECOVD/RECOVP (Recovered partial) – If all shipments have been recovered

from the carrier as complete, please enter a “RECOVD” status in the ASC

“Recoveries” screen. If the carrier only tenders part of the MAWB consol,

please enter a “RECOVP” status in the ASC by unchecking the “Recover all

Hawbs?” checkbox (see below). The system will prompt another window that

will allow you to select which HAWB(s) were recovered from the carrier.


HAWB Level Status Updates Please Note: All Business to Business POD’s must be entered within 2/hrs from time of delivery for all AM deliveries and by 1500 on the day of delivery for all other by 5pm deliveries. AIT does not authorize the consignee to pick-up freight off the agent’s dock unless specified on the “special instructions” note line or provided AIT’s approval. All shipments must be delivered to the address provided on the DR only!!! All address changes must also be approved by AIT (please pay close attention to the “Special Instructions” line for delivery requirements).

All HAWB’s are required to have the following ASC updates when applicable:

Residential/Home Deliveries

CALL - All residential deliveries must be called within 24 hours of RECOVERY

for appointment setting. A “CALL” status is required in the ASC for the initial call. If the appointment is obtained on the initial call, CALL status is warranted, the APPTDE status will suffice. Please see below for instructions on entering an “APPTDE” status.

NOCONT – The “NOCONT” (No Contact) status is required every 48/hrs from the time of the initial CALL status until an appointment has been obtained. AIT

will acknowledge the NOCONT statuses after the 3rd attempt and we will send out a NCARD (notification card) to the consignee. The NCARD will advise the consignee of your attempts to schedule an appointment and will instruct the consignee to call the agent, AIT, or to go online to schedule an appointment.

BADINF – The “BADINF” status code is required when the shipment may be delayed due to the following reasons;

o Incorrect or Change of Address Request

o No/Invalid/Disconnected Phone#

o Unable to leave voicemail

APPTDE – Once an appointment has been scheduled, it’s imperative that the

ASC is updated with an “APPTDE” status. The actual appointment date and

time should be entered in the ASC. All appointments must be provided to the

consignee within a 4/hr window during normal business hours. Saturday

appointments may be performed at the delivery agent’s discretion, but AIT will

not absorb the Saturday charge without prior approval.


OFD – An “OFD” status is required for every shipment regardless of vertical

market and should be entered once the freight has left your dock and prior to

the actual delivery. If for any reason AIT approves a partial delivery, please

ensure the applicable piece count is entered on the piece count line of the OFD

status.

REFUSED – The “REFUSD” status should be used whenever the consignee

refuses to accept delivery…this also applies to refusals by phone. Once refused,

please hold freight on your dock until further advised by an AIT representative.

If a cnee accepts partial delivery, please enter the applicable piece count at time

of delivery. This will trigger a PODP (Proof Of Delivery Partial) notification email

to AIT. A representative will contact you within 24/hrs.

OS&D (Overage/Shortage/Damage) – An “OSD” status must be entered in the

ASC “HAWB Deliveries” screen within 24/hrs of receiving the shipment. Some

examples of the appropriate use of this status include: received short off

carrier, recovered damaged off carrier, damaged on agent’s dock and/or wrong

freight was received from carrier. Please ensure a detailed “note” is provided

describing the reason for the OSD.

BEYDEL (Beyond Delivery) – The “BEYDEL” status code should be used when

a shipment is outside your normal delivery area and may require a hotshot. All

beyond deliveries require AIT approval prior to placing out for delivery. When

entering the BEYDEL status, please provide a delivery quote on the status note

line for final mile delivery consideration. If the beyond point is a residential

delivery, you should not schedule or call the consignee until AIT renders

authorization.

ASCTRN (ASC Transfers) –An “ASCTRN” status is required on all shipments

being transferred off your dock to another delivery agent for final mile delivery. If

an ASCTRN status is not entered in the ASC, you may not receive

compensation for the transfer if the HAWB has posted in AIT’s system.

POD – All POD’s must be entered in the ASC 2/hrs from time of delivery for all

AM deliveries and by 1500 on the day of delivery for all other by 5pm deliveries.

If approved to deliver without a signature, the freight must be left in a safe and

dry environment. The consignee’s are not allowed to pick up freight from

agent’s dock without AIT’s approval under any circumstances.

Accessorials MUST be pre-approved unless specified on the special instructions line.


B2B (Business to Business)

CALL - This status should be entered if special instructions advise to –

“Call for Appointment”. P lease ensure the cnee is called to schedule an

appointment. In some cases the special instructions may read “Call Prior

to Delivery”. For this scenario, an appointment is not required, however

the driver/dispatcher is required to call the consignee to advise enroute or

ETA to consignee.

BADINF – The “BADINF” status code should be used when delivery may be

delayed due to the following examples;

o Incorrect or Change of Address Request o No/Invalid/Disconnected Phone# o Unable to leave voicemail

APPTDE – If a business should require an appointment, it’s imperative that the ASC

is updated with an “APPTDE” status. The actual appointment date and time should

be entered in the ASC.

OFD – An “OFD” status is required for every shipment regardless of vertical market

and should be entered once the freight has left your dock and prior to the actual

delivery. If for any reason AIT approves a partial delivery, please ensure the

applicable piece count is entered on the piece count line of the OFD status.

REFUSED – The “REFUSD” status should be entered whenever the consignee

refuses the entire shipment or if refused over the phone. If refused the freight is to

be h e l d on agents dock for further instructions (An AIT representative will contact

you upon the REFUSD status entry).

o If the consignee only accepts part of the delivery, the applicable piece

count delivered is required on the “POD Pcs” line when entering the

POD. Once the partial has been entered – the system will trigger a

“PODP” (Proof Of Delivery Partial) status and the AIT owning station

will contact you within 24/hrs.

OS&D (Overage/Shortage/Damage) – An “OSD” status must be entered in the

ASC “HAWB Deliveries” screen within 24/hrs of receiving the shipment. Some

examples of the appropriate use of this status include: received short off carrier,

recovered damaged off carrier, damaged on agent’s dock and/or wrong freight

was received from carrier. Please ensure a detailed “note” is provided describing

the reason for the OSD. BEYDEL (Beyond Delivery) – The “BEYDEL” status

code should be used when a shipment is outside your normal delivery area and


may require a hotshot. All beyond deliveries require AIT approval prior to placing

out for delivery. When entering the BEYDEL status, please provide a delivery

quote on the status note line for final mile delivery consideration. If the beyond

point is a residential delivery, you should not schedule or call the consignee until

AIT renders authorization.

ASCTRN (ASC Transfers) –An “ASCTRN” status is required on all shipments

being transferred off your dock to another delivery agent for final mile delivery. If

an ASCTRN status is not entered in the ASC, you may not receive

compensation for the transfer if the HAWB has posted in AIT’s system.

POD – All POD’s must be entered in the ASC within 2/hrs of the actual delivery.

If approved to deliver without a signature, the freight must be left in a safe and

dry environment. The consignee’s are not allowed to pick up freight from agent’s

dock without AIT’s approval under any circumstances.



Pharmaceuticals

All PHARM freight MUST be recovered by 2400 on the day freight arrives

DEST without fail.

Shipments must be broken down within 24/hrs of receiving freight. Notification of

OS&D’s must be reported to AIT immediately or entered through the ASC.

If freight is arriving late prohibiting your ability to recover, please ensure a PROB

status is entered on the recovery side in the ASC. An AIT representative will

be notified via email and will contact you to provide further instructions.

Freight can only deliver to the address stated on the BOL.

Within 24/hrs of recovery a CALL must be made to the rep and updated in the ASC.

After the initial call, a NOCONT must be entered every 48/hrs until an

appointment is made.

APPTDE – Appointments must be scheduled between the hours 0700-1900 (M-

F). Once the appointment has been scheduled and updated in the ASC,

please note that ABBOTT and SANOFI have a 2/hr delivery window. Only the

consignee can sign for ABBOTT, SANOFI & ALLERGAN freight. ALLERGAN

is exact time delivery with a 15/min before or after window and ONLY the

consignee can sign for the freight.

Photos are required for any/all damages. Please send

pictures to: [email protected]

Driver MUST sign POD at time of delivery on all PHARM freight.




ASC Test for New User

Prior to receiving an ASC User ID, please complete the below test. Completed test should be email to [email protected].

1. What option would you select to temporarily change the view of a queue

(example: Pickup queue is currently sorted by date and you want to change

the view to sort by pickup number)?

2. If a HAWB was invoiced on Monday, can it be un-invoiced from the Accounting

queue on Thursday? Why or why not?

3. If a charge was rejected, what option allows you to view the rejection notes?

4. You made an initial call to schedule a delivery with a consignee on Monday.

On Wednesday you make a 2nd call attempt and no answer; you leave a

voice message. What status code would you update in the ASC?



5. What does Scanned DR Required invoice error mean?

6. A Proof of Delivery status was updated on a HAWB on accident, what screen

would you go into to delete the status and what option would be selected to

delete the status.

7. A HAWB was POD’d on Monday with Monday’s date; can accessorials be

requested in the Ready to be Billed screen on Friday? Why or Why not?

8. What option would you select to view routing information in the Pickup queue?


9. If HAWB is not in the delivery queue, what option can you select to manually

pull the HAWB into the delivery queue?

10. Answer the following questions regarding a CDR:

a) If you need 2 HAWB consolidated what option would you select to create the CDR? b) If you have a HAWB in an existing current CDR and it needs to be removed to be

billed out separately, provide the steps to remove the HAWB from the CDR? c) If you had a HAWB that needed to be added to an existing CDR, provided the steps

to add a HAWB to an existing CDR?


11. If a domestic shipment is not in my ASC, and I perform services, I can send in

a manual invoice and be paid. (True / False)

12. If an international shipment is not in my ASC, and I perform services, I can

send in a manual invoice and be paid. (True / False)

13. If I POD a delivery, or confirm complete a pickup, in the ASC today, how long

do I have to enter charges on that order before it is written off?

Complete below for user ID: First Name: ________________

Last Name: ________________

Signature: ________________

Company Name: ________________

Airport Code(s): What location do you need ASC access for:

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