Fiege

What is Fiege?

Fiege is a third-party logistics company that handles shipments into and out of Switzerland for Sketchers. Fiege leverages Swiss Post as a carrier for delivery within Switzerland. All integration from MAO is directly to Fiege and Fiege handles integration with Swiss Post.

What does this integration include?

This feature adds integration with Fiege REST APIs, specifically the Return Label and Shipment Tracking APIs. These integrations provide the ability to track shipments and create self-service returns within Manhattan Active Omni Digital Self Service.

Shipment Tracking

Retailers may provide the ability to track shipments via MAO DSS and Call Center. To access the Shipment Tracking UI, a customer can use the “Track Package” link provided in the shipment confirmation email/text or via the link provided in an e-commerce site. A CSR agent can click the tracking number of the shipment while viewing and order’s status. The Digital Self-Service Shipment Tracking page and Call Center UI display details about a package, including:

• Package status (e.g. in transit or delivered)
• ETA or delivered date
• Details about items in the package (Currently the UI displays item short description, size, color, price, and shipped quantity. Other attributes are not supported).
• Tracking details

Self-Service and Call Center makes a real time API call to the carrier to retrieve the latest package status. Out of the box integration exists for FedEx, UPS, and USPS. This feature provides additional integration for 3rd party carrier, Fiege. When a user accesses the Shipment Tracking UI for a package shipped via Fiege, a real time call is made to the Fiege API to retrieve the latest status of the package as well as the tracking history.

Self-Service and Call Center Return Labels

Retailers may provide the ability to create returns and same-style exchanges via DSS. Customers can initiate the self-service exchange flow in a few different ways. One is via the link provided in the shipment confirmation email. Another is if the retailer provides a link to return in the customer’s My Account page in e-commerce. A third way to initiate the flow is if the retailer offers a link in e-commerce to initiate returns, even for customers who are not logged in.

Customers can select items to return or exchange, quantity to return, and reason for return. After confirming the return, the customer is emailed a return label. The customer can also download a copy of the return shipping label and use it to ship the return items back. Customers can view and print the return label by using built-in browser functionalities to save or print the return label. In case the return label cannot be created or retrieved, an appropriate error message is displayed to the customer so that they can reach out to the contact center for help.

Base Return label generation is supported for FedEx, UPS, and USPS (the same carriers which are supported in customer service). This feature enables DSS Self-Service returns using Fiege as Return Carrier. If the Return Shipping Method is tied to a Fiege Carrier Service, upon confirming the DSS return, the Fiege component is invoked to generate a return label using the Return Label API. The Fiege component will also pass item and general information about the return order along the return label request so that Fiege can process customer returns accordingly.