In a recent webinar, Jerry Van Sickle, district sales manager – wine at FedEx; Zach Kamphuis, sales at Commerce7; and our own Curry Wilson, strategic partner manager at ShipCompliant by Sovos shared how FedEx Hold at Location (HAL) can improve customer experience. We received some great questions, which we compiled for Jerry, Zach and Curry to answer below.
(You can watch the full webinar on-demand here.)
Q: When will HAL be ready for front-end system companies other than Commerce7?
A: This functionality is available to any front-end partner to implement. However, it does require development work to build into. We are working with a number of additional front-end partners on this initiative and will continue to roll it out with additional partners.
Q: Can a club member select a HAL location as a default shipping preference, or do they need to select HAL for each individual shipment?
A: Yes – a club member can select a Hold at Location as their default shipping preference. When a customer initially joins a club, they can opt to ship the club to a HAL, and all club packages will, by default, be sent there.
Q: Is it possible for the designated recipient to allow another household member to pick up the package from the HAL?
A: Yes, but that adult member of the household has to show a match on their ID to the home address on the package.
Q: Is there a limit on how long a customer can leave a package at a HAL, and are there any cost implications (for the winery or consumer) to use HALs?
A: HAL is free, and there is not any kind of cost incurred. Once a package arrives into HAL, it will he held for seven calendar days (five business days). However, if enrolled into FedEx Delivery Manager (DM), the end consumer can request a vacation hold and it can be held up to 14 calendar days. But, the recipient has to be enrolled into Delivery Manager and must make the direct request to FedEx thru DM access.
Q: Does sales tax get calculated automatically on the customer’s shipping address at the time an order is placed with a HAL selected, or is this something that will need to be calculated manually by the winery?
A: Through the integration between Commerce7 and ShipCompliant, the sales tax and any compliance checks are still calculated based on the original shipping address and end destination of the wine. The HAL address comes through as a third address that is used to indicate a different hold location and different label for FedEx or fulfillment companies. Any future integrations with the ShipCompliant HAL API will be required to operate this way, so your compliance and tax are not compromised by this delivery option.