Platform Escalation Reasons and Actions to Take

This platform feature may not be available for all users. Please contact your Account Executive if you are not seeing it.

This list helps users understand the various reasons a packages may be escalated and the corresponding actions to be taken. The list may vary based on services ParcelShield provides on your behalf.

Saturday upgrades are only available on Friday's. Carrier fees may be included when upgrading or changing delivery dates.

Escalation Reason to Customer	User Response Actions To Be Taken
Address Is Invalid and May Cause A Delay	De-escalate and Dismiss Stop Monitoring / Remove From Protection
Cannot Contact Consignee	De-escalate and Dismiss Accept Rescheduled Delivery Rescue Customer Pickup Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Request Future Delivery Return to Sender Saturday Upgrade (note: only available on Friday's)
Carrier Denied The Saturday Upgrade Request	De-escalate and Dismiss Accept Rescheduled Delivery Rescue Customer Pickup Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Request Future Delivery Return to Sender Saturday Upgrade (note: only available on Friday's)
Carrier Not Able to Delivery Package Today	De-escalate and Dismiss Accept Rescheduled Delivery Rescue Customer Pickup Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Request Future Delivery Return to Sender Saturday Upgrade (note: only available on Friday's)
Carrier Request Denied	De-escalate and Dismiss Accept Rescheduled Delivery Rescue
Consignee Never Available for Delivery	De-escalate and Dismiss Saturday Upgrade (note: only available on Friday's)
Consignee Not Available for Reattempt	De-escalate and Dismiss Accept Rescheduled Delivery Customer Pickup Initiate Trace Redirect Package Remove from Protection Remove Signature Requirement Request Future Delivery Rescue Return to Sender
CPU Needs Approval	Approve / Deny Customer Pickup
CPU Package Has Not Been Picked Up	De-escalate and Dismiss Rescue Reattempt Delivery Today Redirect Package Stop Monitoring / Remove from Protection Request Future Delivery Return to Sender Allow Another day to pick up Saturday Upgrade (note: only available on Friday's)
Delivery Refusal Error, Consignee Did Not Refuse Delivery	De-escalate and Dismiss Accept Rescheduled Delivery Rescue Customer Pickup Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Request Future Delivery Return to Sender
Delivery Refused By Consignee	De-escalate and Dismiss Accept Rescheduled Delivery Rescue Customer Pickup Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Request Future Delivery Return to Sender Saturday Upgrade (note: only available on Friday's)
Impact on Member Too Great	De-escalate and Dismiss Accept Rescheduled Delivery Rescue Customer Pickup Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Request Future Delivery Return to Sender Saturday Upgrade (note: only available on Friday's)
Lost	De-escalate and Dismiss Stop Monitoring / Remove From Protection Continue to Monitor
Manifest But Not Shipped	De-escalate and Dismiss Stop Monitoring / Remove From Protection Continue to Monitor Shipped under alternate tracking number
Need Alternate Consignee Number	Provide Alternate Phone Number or Indicate Not Available
Need Alternate Notification Number	Provide Alternate Phone Number or Indicate Not Available
Need Approval for Courier	Approve / Deny Courier
Need Approval for Redirect	Approve / Deny Redirect
Need Approval for Signature Requirement Removal	Approve or Deny Signature Removal
Options Expiration	De-escalate and Dismiss Accept Rescheduled Delivery Rescue Customer Pickup Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Request Future Delivery Return to Sender Saturday Upgrade (note: only available on Friday's)
Other	De-escalate and Dismiss Accept Rescheduled Delivery Rescue Customer Pickup Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Request Future Delivery Return to Sender Saturday Upgrade (note: only available on Friday's)
Package Has Met Delivery Risk Threshold	De-escalate and Dismiss Accept Re-Scheduled Stop Monitoring / Remove From Protection
Package Is Distressed	De-escalate and Dismiss Rescue Stop Monitoring / Remove From Protection Saturday Upgrade (note: only available on Friday's)
Package Not Available For Consignee Pickup	De-escalate and Dismiss Accept Rescheduled Delivery Initiate Trace Reattempt Delivery Today Redirect Package Remove from Protection Remove Signature Requirement Request Future Delivery Return to Sender
Package Not Available for Courier Pickup	De-escalate and Dismiss Accept Rescheduled Delivery Customer Pickup Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Request Future Delivery Return to Sender Saturday Upgrade (note: only available on Friday's)
ParcelShield Does Not Have Permission to Contact The Consignee	De-escalate and Dismiss Accept Rescheduled Delivery Rescue Initiate Trace Reattempt Delivery Today Redirect Package Stop Monitoring / Remove From Protection Remove Signature Requirement Return to Sender
Redirect Not Approved	De-escalate and Dismiss Saturday Upgrade (note: only available on Friday's)