Warranty Information
Warranty Parts Return Center Communication

Number: VWR-13-01

Subject: Frequently Asked Questions (FAQ) Related to Free
Date: May 16, 2013
Shipping for Requested Warranty Parts to the Warranty This document conveys
Volkswagen Warranty Parts
Parts Return Center (WPRC)
Return Center information.

Supersedes VWR-10-01, VWR-11-01, VWR-11-02, and VWR-11-04

This document contains frequently asked questions from Volkswagen Dealers about the
Warranty Parts Shipping Portal (WPSP).
1. When does a shipping request and shipping label or Bill of Lading show up in the
Warranty Parts Shipping Portal (WPSP)?
 For Launch and special request parts, after the VTA is closed.
 For any Hazmat part, after the warranty claim is paid.
 For any part requested through SAGA, about 1:00 PM EST the following day
2. I have a shipping request in the WPSP, but I did not receive a SAGA barcode sheet,
what should I do?
Hazmat, new vehicle launches, or special factory parts are requested outside of SAGA.
Please print the shipping documents from the WPSP and return all requested parts, along
with any relevant supporting documentation.
3. What do I do when I do not have a part to return for the request?
 Do not print the shipping label in the WPSP.
 Use the email link within the WPSP for that specific Shipment ID; this will
automatically start an email to the WPRC with that Shipment ID populated in the
subject line.
 Provide a detailed explanation as to why there is no part to return (part was missing
from the vehicle, part had to be added per Technical Service Bulletin, etc.)
 Include any necessary documentation as an attachment to the email.
4. My shipping link is Inactive and I cannot print a shipping label. What do I do?
The warranty part return request remains “active” for 14 days, after which it will become
“inactive”. At this point, the Dealer will not be able to retrieve the label from the Warranty
Parts Shipping Portal, resulting in chargeback of the corresponding warranty claim.

Page 1 of 4
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Warranty Information
5. How does a new person at my Dealership get access to the Warranty Parts Shipping
Portal (WPSP)?
In order for a new person to be added as a user to the WPSP, contact your Dealership’s
extranet administrator to apply the WPSP role to the new employee’s user-id. Once the
WPSP role is assigned to the new user-id, access to the WPSP will be activated within 48
hours.
6. How can I get FedEx to pick up my package?
You must schedule a pickup through WPSP Manifest Center for the following shipments:
 FedEx Ground for Hazmat
 FedEx LTL for Freight
The Dealer should already have daily FedEx express pickup. However, if needed, you can
still schedule Express pickup in the Manifest Center.
7. Do I need to change the package dimensions from 1 X 1 X 1 in the WPSP shipping
screen?
No. However, it is critical to use a box that is adequate in size and structure to return
requested parts.
8. Do I need to worry about a shipment getting lost or damaged by FedEx?
Once the package is handed over to FedEx and a pick-up date is shown in the Warranty
Parts Shipping Portal, Volkswagen will handle any shipping loss or damage. If it is
established that the loss or damage is the result of improper packaging at the Dealership,
the Warranty Parts Return Center (WPRC) will chargeback the claim.
9. Do I need to put a printout of the SAGA barcode on the outside of the package?
No. The shipping label that is printed from the Warranty Parts Shipping Portal contains the
same barcode at the top. However, it should be included with the supporting documents
inside of the package with the actual part.
10. How do I ship with FedEx Freight?
The WPSP will generate a Bill of Lading in place of a shipping label for FedEx Freight.
Print 2 copies of the Bill of Lading. Both copies should be signed and dated by you, the
shipper. The FedEx driver will also sign the Bills of Lading and return a copy which should
be kept at your Dealership. The FedEx driver should not “Re-Pro” or assign a tracking
number to the shipment as the Bill of Lading already has a “Pro-Number” for tracking.
11. Do I need to change the “Liftgate Pickup Collect” checkbox on the shipping page
and the Manifest Center?
NEVER uncheck this box, this check box notifies the FedEx driver that they will need a
truck equipped with a liftgate to load the item.

Page 2 of 4
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Warranty Information
12. Can I use any other company to return requested parts?
All requested items must only be returned via WPSP FedEx label. Parts returned
through any other carrier cannot be reimbursed by VWGoA.
13. Do I need to print OP900 or OP950 forms for freight like I do for FedEx Ground
Hazmat?
No. You will only need to print the Hazmat Bill of Lading.
14. How do I sign up to ship Hazmat?
Your FedEx account must be registered as a Qualified Hazardous Material shipper.
You must complete the following steps to use the FedEx Hazmat program:
 Complete the US Department of Transportation (DOT) Hazardous Materials
Training
 Fax copies of the following documents to the WPRC at 248-754-6540
i. Completed FedEx OP910
ii. Current DOT Hazardous Materials Training Certificate
 You will receive a confirmation by fax from FedEx once your account is registered
as a Qualified Hazardous Material Shipper.
15. Do I need additional forms for shipping Hazmat with FedEx Ground?
Yes, FedEx form OP900LL. This form is provided by FedEx at no cost by calling 1-800GO-FEDEX (1-800-463-3339)
16. What additional supplies do I need to ship Hazmat?
The following supplies are provided by VW to help Dealers:
 Battery Kits will be provided when requested
 Fuel Kits will be provided by the VW party that requested the sample
Dealers can purchase labels and other shipping supplies from vendors that sell shipping
supplies.
17. Do I still need the OP950 record book now that the OP950 form is generated
electronically?
Do not discard the hand written OP950 record book that was previously used. Retain
your OP950 record book and all electronic OP950 forms for as long as mandated by the
Department of Transportation (DOT).
18. Why do I need to use the Manifest Closeout feature for ground Hazmat?
The Send Ground Closeout button must be pressed to complete the Ground Closeout
and print the OP950 Hazmat form for the driver. Without closing the manifest and
printing the OP950, FedEx will not deliver your package and will return it when
inspected by the FedEx Hazmat Inspector at the terminal.
Page 3 of 4
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Warranty Information
19. How can I reprint Hazmat Documents?
 OP900 can be reprinted from the shipping history section of the shipping screen
 OP950 can be reprinted from the Manifest Center using the reprint button
20. I get the error “Customer is not eligible for Hazardous Materials/Dangerous
Goods” and cannot print. What can I do?
This error means your FedEx account is not Hazmat certified. The Dealer can do the
following:
 Signup with FedEx to ship Hazmat, see FAQ 14
 A third party vendor can ship the part, on your behalf, to the WPRC for a $450
handling fee
21. How can I get help with shipping a Hazmat part?
FedEx provides some very useful guides for shipping hazardous materials. The guide is
available online at:
http://www.fedex.com/us/service-guide/our-services/dangerous-goods-hazmat/. Select
Hazardous materials (FedEx Ground) at the bottom of the page.
The DOT also has complete regulations available online at:
http://www.ecfr.gov/cgi-bin/textidx?SID=86a6c2c552d0449bf96cf1467ac82632&tpl=/ecfrbrowse/Title49/49tab_02.tpl
22. Where can I find more information about shipping using the WPSP?
The Warranty Parts Return Center (WPRC) has posted a Warranty Parts Shipping
Portal Quick Reference Guide on WISE under Resource Center > Dealer Processes &
Guides > Warranty Parts Return Center (WPRC). The WPRC Users Guide also has
been updated with step-by-step shipping instructions and posted in the same location.

Questions
For any questions regarding this communication, please contact the Warranty Helpline at 1-866306-8447 or warranty.helpline@vw.com.
Page 4 of 4
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.