MON 2 Introduction to CCE

*Introduction to CCE

An order lands in the CCE queue because we were not able to authorize their payment.​

This can happen because the number or expiration date are wrong, the system timed out trying to authorize the card, the customer no longer has the card, insufficient funds or any number of reasons.​

Your job is not to debate the reason with the customer but to verify the card we have on file or get a new card for payment of their order.​

             *_Accessing the CCE Queue_*

Click [Actions] and then type CCE.​ Click [OK].​ Select the type of product and brand based on instructions from your manager. Click [OK].​ Highlight an order and [GO TO ORDER].​

If a line highlights in red instead of blue, the issue is already being worked by someone else.​

                          *_Review Order_*

As with all CSIs, you must review what has previously happened on this order to understand what needs to be done.​

Review the Order Notes​, Messages​, and Order History.

                            *_Credit Card Details_*

Article KA-03529 The credit card status will dictate how CCE issues should be handled. Declined: The credit card was not authorized by the bank. This could be due to the card number, billing name or address.

Credit Card Number Not Found: Either the credit card is not on the order or ATLAS doesn’t recognize that it is there.

Authorization Network Timeout: This status code indicates that the system did not obtain authorization electronically in the time allotted. Many times, this is because the orders are coming faster than the system can authorize them.

Pick-up Card: There are many reasons why this may happen. The card was reported stolen, the customer is over their limit…do not debate this with the customer. Advise them to contact their bank to resolve.

Invalid Expiration Date: The expiration date on the order does not match the card.

                            *_Resolution_*

Contact the customer (and verify) to get a corrected/new card number or expiration date:

Use this scripting: "Hello my name is [INSERT NAME] I am calling from 1 800 FLOWERS.COM, regarding order number [INSERT ORDER NUMBER] dated for [INSERT DELIVERY DATE] to be delivered to [INSERT RECIPIENT NAME]. How are you today? (wait for and acknowledge customer’s response with appropriate tone). We have attempted to authorize your credit card payment and are not able to gain an authorization, may I verify your credit card number, & expiration date?'

                             *_STEPS TO DUPLICATE_*

Click [Actions] and type "DUP". Enter the new information (Do not read the number to the customer). Complete the order. You will now be back in the CCE Queue. Enter Order Notes. Click [Actions], type "CAN" and click [OK] to cancel the original order. First pop up: "Do you want to delete this order?" Select [Yes]. Second pop up: "Is this order fraud?" Always select [No]. Click [Exit].

                       *_STEPS TO CANCEL_* 

Enter order notes. Click [Actions] and type “CAN” and click [OK]. First pop-up: “Do you want to delete this order?” Select [Yes]. Second pop-up: “Is this order fraud?” Always select [No]. Click [Exit].

               *_Other Scenarios and How to Handle_*

If the CC status shows "Approved" leave order notes and resend the order.

If the CC status shows "CC not found" or "Authorization Network Timeout" try to authorize the card through actions "AUT" and if the card got approved, leave order notes and resend the order.

If the card declined, follow below. If the order does not have "Can"or "AUT on actions buttons, click on "Complete order“ on the Customer Payment tab.

If the CC status shows "Declined" or "Invalid Expiration date" try to authorize card, if CC status remains the same, call customer to get alternative card.

If the customer provided a new card, go to CSI to duplicate the order. If the customer declined providing card details, document then click on actions "CAN.

If routed to VM, leave a detailed message and document order. Set up call back for 2 hours so we don’t leave multiple messages on the customer's machine or forget to call them a second time. After 48 hours, the order can be canceled.

On second attempt, leave a detailed voice mail, set up call back for 2 hours.

On 3rd attempt, call customer. If goes to voicemail do not leave another message. Send an email that order is cancelled as unable to authorize credit card. Cancel order leave detailed note

                                 *_Passport Renewals_*

Passport Renewals are on run on a daily basis. With each run the CCE queue is impacted, especially during December when we have the most Passport sign-ups because the customer may have changed their card, not have expected and planned for the charge or any number of issues.

You see that the order is for Passport Savings for $29.99. Call customer to update order:

What to Say to the Customer: “Hi [CUSTOMER NAME]. I am calling today to inform you that your Passport membership is up for annual renewal. The credit card we have on file has been (declined, expired, or invalid). If you would like to renew with me today, we can continue with all of the great benefits you have enjoyed over the past year. May I please have your new payment method?”

Customer is nervous about giving their credit card number. Ask them to call Loyalty Priority at 844-466-0161.

Reach a voicemail: Leave a message for the customer to call us back at 844-466-0161.

Follow CCE guidelines in Article KA-01676 for the authorization exceptions to either DUP with the new card or cancel the order. If the customer calls back at a later time, the order can be DUPed at that time.

Note: If a customer has questions about the Passport program that you cannot answer, transfer the customer to Loyalty Priority.

Leaving a Voicemail

Leave a voicemail message:

“Hello, my name is [INSERT NAME]. I am calling from 1800 FLOWERS.COM regarding your order, number [INSERT ORDER NUMBER] please contact us as soon as possible at 1-844-466-0161.”

Put in Order Notes saying to duplicate order when customer calls back. Click [Exit]. You will now be back in the Master View List. Highlight the correct order and click [Call Back]. The default person will be the customer. The default time will be set for 2 hours in the future. Click [Save] or [F6] on your keyboard.

If you leave a message for the customer, set up a call back for 2 hours so we don’t leave multiple messages on the customer's machine or forget to call them a second time. Follow the steps on previous slides for calling the customer back.

                                             *_Summary_*

Each CCE issue requires a call to the customer. If you obtain a new or corrected card number, DUP the order. If not, cancel the order.

If routed to voice mail, leave a detailed message and document order. Set up call back for 2 hours. On 2nd attempt, leave a detailed voice mail; set up call back for 2 hours. On 3rd attempt, call customer. If it goes to voicemail do not leave another message, send an email that order is cancelled as unable to authorize credit card.

Don’t engage with the customer about why the exception happened. If the Queue says “Pick Up Card” advise the customer to contact their bank.

                    *_MON 2 - FLE Floral Exception Queue_*

Course Objectives Our goal when working the FLE Queue is to figure out why the order could not be transferred, solve the problem, send the order out to the florist/vendor and ensure that it is delivered to our recipient.
By the end of this course, you will be able to: Review the order. Resolve a Floral FLE. Resolve a Vendor FLE.

What is the FLE Queue?

FLE stands for Floral Exception. The WIRE status of an order tells us IF and HOW an order has been transferred. Common wire status codes include Transmitted by Bloomlink, Transferred by Dove, Successfully Called Out, and for vendor orders Unread @Vendor or Confirmed @Vendor. All these codes tell us that the order has been transferred successfully to the florist or vendor. Sometimes, however, the system will not be able to transfer the order successfully.

The wire status codes that will indicate a problem with transferring the order and result in the order landing in the FLE Queue are below and separated by order type:​ Florist Designed No Servicing City or State ​ No Open Florist ​ No Florist Available for a GEO SELL Item ​ Denied by FNI Direct Shipped (Express Exception) Product Out of Stock ​ Product Not Available in Recipient's Area ​ Invalid Delivery Date ​ No Shipping Method Selected ​ Card Message More than 3 Lines

               *_Outbound Status and Queue​_*

Remember:​ When working in MON and you need to do callouts, please ensure you are using the correct outbound status and queue.​ No other outbound queues should be used besides what is listed below:​

Dynamics Status Outbound Queue [Unavailable – Working] MON [Unavailable – Working] CMON

Outbound Queue 18F - MON Outbound​ 18F - CMON Outbound​

Resolving a FLE

The reason an order ends up in FLE is because something about the order must be resolved before it can go to fulfillment (florist or vendor). ​ Your job is to determine what is wrong with the order,correct it and send the order out.

To do that you must look at:​

Master Queue Instructions​ Wire Description​ Order History, Messages and Order Notes​ Customer Info​rmation Recipient Info​rmation Product/Card Message ​

Important Reminders

Never [Save] or resend unless you are sure all information is correct. ​

You should ONLY make changes to the face of an order when working the FLE queue. Reviewing the Order Review all aspects of the order before you begin working. ​

Be especially careful when working in the FLE because you will be working on the face of the order. ​

What does the face of the order mean? ​

Unlike a CSI where changing the order requires a direct action including opening and closing a CSI to make the changes, the FLE Queue allows you to change the data directly in the sales fields. ​

These fields are the only place that the data is saved, so if it is changed or deleted it cannot be recovered without calling the customer. ​

If you do erase/change something in error, [EXIT]and the order will revert to the original entries made. ​

Remember: Never [Save] or resend unless you are sure all information is correct. ​

Wire Status

After reviewing the order, you are ready to begin. ​The Wire Status bar will tell you where the problem lies. ​

Common Wire Status Issues:​ No Servicing City or State​ No Florist Open​ Invalid Data, Denied by FNI​ Product Out of Stock​ Product Not Available in Recipient’s Area​ Invalid Delivery Date​ No Shipping Method Selected​ Card Message More Than 3 Lines ​

Order History, Messages and Order Notes

Check the order history, messages and order notes to see if anything has been done to the order.

Order History

The order history will tell you what actions have been performed on this order. ​ In this example, the order was placed, and a confirmation e-mail was sent to the customer. ​

The order history will also alert you to the reason for the FLE most times. ​ Is the product a GEO SELL item? ​ Are the city, state and zip code filled in and spelled correctly? ​

Only after you have done all the proper research, can you begin to fix the order.

Correcting Information

Once you have located the problem, you must open an Order Change CSI to correct it. ​

Creating a CSI ensures that there is a record of the original information as well as the changes that you made, in case we need access to that information later. ​

To open a CSI on the order, click the Create CSI button after selecting Order Change from the CSI dropdown menu.

Opening a CSI

This will take you to the CSI Resolution Screen so that you may select the appropriate detail code, reason code and suggested resolution.​

To begin the Order Change process, you must also select the [CHANGE ORDER] button at the bottom of the screen.​

Order Change

After clicking on the [CHANGE ORDER] button, you will be taken to the Order Change menu. ​

The below information can be changed here:​ Customer Info​ Recipient Info​ Product ​ Promotion ​ Card Message ​ Delivery Date​

After making the necessary changes make sure to select [Apply] and return to the CSI so you can complete the CSI.​

Remember to document all necessary details in the order notes.​

Back in FLE

Go to the Actions menu again by pressing the [Actions] button.​ Type in “WIR” to find the Florist Lookup screen.​ If there is a florist is available, the florist information will appear.

If there is no florist available, you will need to check the surrounding zip codes (SZP) for a florist.​

Selecting a Florist

This screen will give you the florist's info and what Wire Services they accept. ​

If the only florist available has no electronic payment method, you can phone the order out to the florist from this screen. Give the florist all the information, and if they can accept the order, enter order notes and complete a FIL box so the florist can be paid. ​

After speaking to a florist who agrees to accept the order, select the florist from the list by pressing [F7]. ​

Once you have selected a florist, you will be returned to the face of the order.

Remember: Check LMF and FAF (Call and attempt to speak to 3 shops, making a maximum of 10outbound calls).​

Contacting the Customer

If you are not able to find the correct information yourself, you may need to contact the customer.​

What to Say to the Customer:

“Hi, this is [NAME] from1-800-FLOWERS.COM. Unfortunately, your order can't be delivered on Sunday. I am so very sorry that we cannot deliver on our promise, however we can deliver it on Monday for you. I would be happy to call the recipient and let her/him know that the delivery delay was completely our fault and that you intended it to be there on Sunday. May I do that for you?"

Entering Order Notes

You must enter order notes before continuing. Once you complete the FIL box or resend the order, it will be too late to enter order notes.

Once you complete the FIL box or resend the order, it will be too late to enter order notes. Document who you called the order out to and that the order was being resent, or a FIL box was completed in the order notes.

Resolving a FLE​

Once the issues have been corrected and the notes have been entered there is only one thing left to do. ​ Send the order out to be delivered!​

Based on the needs of the florist (Wire Service or No Wire Service), you will either resend the order or complete a FIL box. ​

Resend an Order

If the florist you selected in the WIR can take the order electronically: ​

Click [Actions].​ Type RES and click OK.​ This will resolve the queue and ensure that the order goes to the florist. ​ If the order must be called out, you will complete a Fil Box instead.

Call the Florist - Why it Matters

When you call the florist, you’re making sure they can deliver the order exactly as promised. Calling helps confirm that the florist delivers to the right address, has the right flowers and materials, and enough time to complete the order.

It’s a quick step that saves everyone time and helps avoid delivery problems and unhappy customers.

*Make the Call Call the selected shop using the phone number at the top of your screen. Use the order script to introduce yourself and explain why you're calling.

*Share the Order Details Read the script and give all the order details shown on your phone screen. If the florist needs more information about the product, check F11 for a quick product description.

*Resolve the FLE If you need to resolve a florist-level exception, choose the right option based on the situation.

Use the FIL Bax to record payment to the florist. Use the Fax Box if you need to fax the order remember this also requires a follow-up and the FIL Box. Use CSI if the order needs to be changed or canceled.

*Confirm and Send the Order If the florist can take the order, ask if they'd like the details by fax or email Select Fax or Email to send automatically, or choose Phone if you need to share extra information.

Before ending the call, confirm that the florist has the delivery address, all order details, and enough time to complete the order.

Confirming the Order – Send a Message or Fill Order ​ If the florist found does not use Bloomlink, complete the Fill Order Form. ​

Enter: ​ Who you spoke to ​ Comment, if there was a pricechange ​ Total price ​ Shop code, given to you bythe florist ​

Be sure that the correct name populates in the detail fields. ​

If the florist uses Bloomlink, send a message. ​ Include in your message: ​ Who you spoke to ​ Product name ​ Delivery date ​ Total price ​

In the FIL box, you must: ​ Enter the name of the person whom you spoke to. ​ Enter any necessary comments (i.e., the florist needs extra money for delivery). ​ Enter the total price that will be given to the florist (including any delivery charges). ​ Press [Submit] to fill the order, and you have completed the issue. ​

Changing Florist Fulfilled to Gift Item or Gift Item to Florist Fulfilled

DUP or REP orders are necessary only when the product changes from Floral to Gift Item or from Gift Item to Floral.

If the product changes from Floral to Gift item or vice versa, the customer SHOULD NOT be charged. ​

Do not issue any credit on the original order.​ The original charge will stand. Create a replacement order for the new product. ​

Remember, if a replacement was issued to the customer, a CAN must be sent.​

Thinking Out of the Box

Many order issues can be fixed without even calling the customer.

Before reaching out, try re-entering the item, choosing a new shipping method, or finding another florist who can fulfill the order.

It’s worth spending up to $10 to fix the problem quickly so the customer never even knows there was an issue. (If it’s more than $10, get approval from your manager.)

Click each image to see how to think out of the box when an issue can’t be solved right away.

*Product Issue The product can’t be fulfilled as ordered.

*Address Issue The delivery address doesn’t match or can’t be found.

*Customer Not Reachable You can’t reach the customer or recipient.

Cancelling the Order

If the customer decides that they want to cancel the order instead of setting up a redelivery:​

Customer Script Example: “I understand how you feel. I will issue you a full credit and $20 savings pass and would still like the opportunity to call your recipient to apologize and let her know that the mistake was in no way your fault and personally apologize.”​

Recipient Script Example: “Hi, this is [NAME] from 1-800-FLOWERS.COM. I wanted to call and personally apologize that we could not get a special delivery to you in time for [insert intended occasion], [CUSTOMER'S NAME] did everything possible to get this delivered on time; however, we failed to deliver. I am so sorry that we disappointed both of you. We hope you will cherish the thought that [CUSTOMER'S NAME] was thinking of you.”​

The credit card status of the order will affect how you work/handle this issue. Click each tile below for handling information.

*Approved If the credit card is APPROVED:​ Open a Cancel CSI. Change caller code to Outplacement.​ Choose full credit (FC) and a $15 SP for resolution option. ​ Close CSI (returning to FLE). Enter Order Notes detailing resolution and that order is deleted. ​ Say something like: WORKING FLE, CALLED FLO ATFRIENDS FLORIST, AL AT ABC FLOWERS AND PATSY ATPOWER'S FLOWERS, NO ONE CAN FILL ORDER ON TIME,NO VENDOR REPLACEMENT POSSIBLE, CALLEDCUSTOMER AND LEFT A MESSAGE ON ANSWERINGMACHINE FOR THEM TO CALL US BACK, OPENED ANDCLOSED CSI AND ISSUED F/C AND $20 SAVINGS PASS,ORDER NOT CAPTURED SO EXITING THE FLE TODELETE IT FROM THE QUEUE . Exit the FLE screen. This will delete the order and remove it from the queue. ​

*Approved and Captured If the credit card is APPROVED & CAPTURED:​ Open a Cancel CSI.​ Change caller code to Outplacement. Choose full credit (FC) and a $15 SP for resolution option. ​ Close CSI (returning to FLE).​ Enter Order Notes detailing resolution​ Say something like: WORKING FLE, CALLED FLO AT FRIENDS FLORIST, AL AT ABC FLOWERS AND PATSY AT POWER'S FLOWERS, NO ONE CAN FILL ORDER ON TIME, NO VENDOR REPLACEMENT POSSIBLE, CALLED CUSTOMER AND LEFT A MESSAGE ON ANSWERING MACHINE FOR THEM TO CALL US BACK, OPENED AND CLOSED CSI AND ISSUED F/C AND $20 SAVINGS PASS, ORDER IS CAPTURED SO DO THE REMOVE FROM QUEUE PROCESS TO DELETE IT FROM THE QUEUE. ​ Do the Remove from queue process (FFX/BILLING) to remove the order from the Queue.​ Ask your Manager to assist you.​

How to Select a New Florist

Article KA-03507 After correcting a floral order in the FLE queue, you’ll need to resend it to a new florist. Follow the steps below to select a new florist in the WIR and make sure the order is successfully transmitted.

From the face of the MON REJ issue, click Go to Order. Select

Select Actions, type in WIR, then click OK.

When prompted with a pop-up asking if you want to select a new florist, click YES.

1 Review the order notes and order history. 2Check for florists on the WIR. 3 If there are no florists on the WIR, check the surrounding ZIP codes. 4 If there are no shops on the WIR or in surrounding ZIP codes, look for other shops in the delivery area on FAF. 5 Once you've contacted the shop, gather the necessary details and add notes to the order.

Lesson Summary

Identify why an order appears in the FLE queue — such as no florists available, low component availability, or a florist declining an order.

Apply sound judgment to resolve issues quickly, minimizing customer impact by exploring all internal solutions before reaching out.

Use the WIR effectively to locate and verify available florists, checking surrounding ZIP codes and confirming fulfillment before assigning.

Document all actions clearly in Order Notes to maintain accurate records of what was done, who was contacted, and how the issue was resolved.

Handle GEO-SELL products confidently by recognizing which shop types (Franchise, Premier, Preferred) can fulfill them and following the correct confirmation steps.

Ensure every customer experience stays positive by keeping deliveries on time and communicating professionally when contact is required.