Make Ship Happen: A Blog for Shipping Professionals

I will be interested in seeing how this is received in the market as well as how it is implemented. UPS drivers are notoriously rushed. This is a great trait operationally, but can be perceived (correctly or otherwise) as impatience. As noted in the article, this service is more likely to appeal to shippers with higher value articles being returned. Purchasers of such products tend to be more selective with the quality of the companies with which they do business. The care & communication with which such customers are accustomed when dealing directly with the shipper might not translate well when a random UPS driver is in a position to determine the return-worthiness (e.g. correct item, undamaged, etc) and may be required to challenge the individual at the point of pick-up. As a shipper, I would be concerned about the consistency of the individual representing my company when that individual will have minimal latitude to resolve concerns other than either choosing to accept the return and noting discrepancies, or refusing it. 
 
 
 
I'm sure UPS will role this out incrementally in order to work out any hiccups. I'm also sure there is a demand for such a service. In all likelihood, the idea originated from one of their larger customers, and hence, a solution is born. Due to the expected additional cost, this may end up being a minimally used service (similar to Next Day Early A.M.), but if rolled out effectively, I'm sure it will be a good fit for certain shippers.

Hi James- 
Thanks for your comment. I agree with your summary of the incredible volume of work already undertaken by UPS drivers and your questions about how a UPS driver is supposed to verify a return on a large ticket item. As I wrote about the new UPS return service I found myself wondering the same thing--is this a task that will add genuine value for the customer, or simply prove to be another task for the already harried UPS driver. 
 
This service will definitely cut back on the flat out fraud of saying an item was returned that wasn't. It might also serve well as on-site verification: "Yes, the laptop is smashed and the box is obliterated." I do wonder how a UPS driver is supposed to know--or have time to determine--that the smashed laptop in question is, in fact, the laptop that was shipped and not just the one that just died. I also wonder how disputes of opinion will be handled--who has the final say? The driver? 
 
You pose great questions and I appreciate your observations. Thank you for reading Make Ship Happen!