Customer experience
Journey touchpoints
A governed sequence connecting digital capabilities, services and operational effects.
| # | Touchpoint | Phase | Definition | |
|---|---|---|---|---|
| 1 | Plan and selectplan-select | Before shipment creation | Choose service, price, speed, eligibility and packaging approach. | Edit |
| 2 | Prepare shipment and documentsprepare-document | Pre-shipment | Create the shipment, label, packaging and customs documentation. | Edit |
| 3 | Pickup, drop-off and acceptancehandover-acceptance | Physical handover | Transfer the shipment to FedEx through pickup, drop-off or retail acceptance. | Edit |
| 4 | Origin processingorigin-processing | Origin network | Acceptance scan, origin sort, security and export preparation. | Edit |
| 5 | Export customs clearanceexport-clearance | Origin border | Validate export data and clear the shipment for departure. | Edit |
| 6 | Linehaul and on-route transportlinehaul-transit | In transit | Move the shipment between hubs, countries or regions. | Edit |
| 7 | Import customs clearanceimport-clearance | Destination border | Clear the shipment for entry and settle required duties or taxes. | Edit |
| 8 | Destination sort and last miledestination-last-mile | Destination network | Sort locally, route to courier or collection point, and manage delivery exceptions. | Edit |
| 9 | Delivery and recipient handoffdelivery-handoff | Delivery | Complete delivery, obtain signature or proof, or hand over at a location. | Edit |
| 10 | Post-delivery, returns and claimspost-delivery | After delivery | Support returns, claims, billing questions and shipment reporting. | Edit |