Reasons a Florist May Call Us

Reasons a Florist May Call Us We may call a florist, but they may need to call us, too! Hover over each reason for more information.

Reasons a Florist May Call Us Reasons a Florist May Call Us We may call a florist, but they may need to call us, too! Hover over each reason for more information.

No Card Message on Order

• Call the customer and ask if they would like to include a card message, if so, call florist back with card message and send via order change if time or wire message if same day delivery. ​​

Address Clarification -Look up the address in USPS, Google Maps, or Bing Maps.​

Call the customer for clarification if needed.

Duplicate Order

Price Change Request

Suspected Fraud

Bloomnet Call

POD - Why it Matters? What is POD & Why it Matters Photo Proof of Delivery (POD) is a photo taken by the delivery person showing where an order was dropped off.

These photos are taken by Delivery Service Providers (DSPs) — third-party couriers such as DoorDash, Uber, Roadie, or Walmart — who deliver certain orders. Florists may also take photos for some orders.

You will determine if the order is delivered via DSP by reviewing the photo's URL to see if it was delivered by one of the couriers mentioned. This is important because POD helps determine who is at fault (Customer, Florist, or Delivery Service Provider).

This is used for customer-reported delivery issues (Not Received and Delivered Late) or Status Checks for FPT orders for 1-800-Flowers.com, FruitBouquets.com, and Shari's Berries.

This does not apply to these CSI types: Delivered Wrong, Quality Issue, Cancel, or Billing CSIs.

What Makes a Photo Valid? -If a photo is valid, it is okay to share and describe to the customer. To be Valid in resolving a delivery issue, a photo must meet ALL of the following criteria: The photo was posted on the delivery date before 8pm (6pm for business) and within any requested DTW. The gift item is clearly visible (e.g., flowers, gift basket). The delivery address and the item both match the order details. An address or house number is visible and legible.

What Makes a Photo Invalid, But Useful? If a photo has any of the issues below, it can be described to the customer, but you will still fault the Florist or Delivery Service Provider if the customer still says it was not delivered. The photo was sent outside of the delivery window (sent after delivery cutoff). The photo shows a bouquet delivered, but the house number is not visible. The photo shows an office building and bouquet, but the business name is not visible.

What Makes a Photo Invalid & NOT Useful? -If a photo has any of the issues below, it should NOT be used to confirm delivery: The image shows the sky/floor. The item is not visible.

Notes: Never mention or share a photo if it includes any inappropriate content. Always escalate any inappropriate content to your supervisor.

How to Review a Photo in ATLAS? Open the order in ATLAS. On the Face of the order, Click on the thumbnail to view the photo. Evaluate the photo.

How to Determine if the Order is Delivered by a Delivery Service Provider (DSP) Use the photo's URL to determine if it was delivered by one of our DSPs (DoorDash, Uber, Roadie, or Walmart).

If one of these values is NOT shown in the URL, the order was NOT delivered by a DSP.

DoorDash

Uber

Roadie

Compensation Rules, CSI Handling, & Fault Codes If a valid Photo Proof of Delivery (POD) exists — meaning the order was delivered to the right place, at the right time, and with the correct product — but the customer still claims it was not received, create a Delivery Issue CSI. Select Customer as the Fault Code and provide the compensation agreed upon with the customer. Do not send a Cancel message in this scenario. Document in the order notes whether the POD was valid or invalid, whether it was described to the customer, whether the customer accepted it, and the resolution/compensation provided.

Fault Coding, Manager Override & Cancel Messages Photo Valid//Invalid/Invalid DSP Listed? Doesn't Matter/Yes/No Fault Code CX/DSP/Florist Manager Override Yes/No/No Send Can? No/Yes/Yes

Order Notes Requirements -Your order notes must contain ALL of the following information:

1. Was a Photo Proof of Delivery on the order and was it Valid or Invalid?
2. Did you use the POD and describe it to the customer?
3. Did the customer accept the POD or did they say it still was not delivered?
4. Did you share the POD (via email or chat) with the customer?
5. What was the agreed upon resolution & compensation?

Florist Liaison Customers may call to share feedback—positive or negative—about a florist’s work. Remember: we are the florist, so never give out a florist’s name, name of the shop or direct phone number. Instead, act as the customer’s advocate by communicating any messages or concerns internally, then update the customer with the resolution.

Brick and Mortar Stores Normally we want to encourage the customer to shop with us, either on the phone or the web, however, there are times when a customer wants to go directly to a shop. ​​ Say something like: “I would be happy to help you but if you would rather visit a brick-and-mortar shop, I can look to see if we have one in the area.”​ Click the logos to use each brand's store locator.

PayPal

• PayPal Credit is an online payment method, and all customer service issues should be handled as any other credit card. ​ This includes: ​​ Standard CSI procedures ​​ Cancelling/Changing an order​​ -You should never process an order change that would increase the order total on PayPal orders.​​ Issuing Credit ​​ -We cannot issue refunds on orders older than 180 days.​​ For any rare cases, you should create a CSI with a Manager Override and manually issue a Savings Pass for the amount due to the customer. ​ Other: All billing issues will be handled by PayPal and customers can access their account online. If they feel they were charged twice and or missing a credit, please transfer to the Loyalty Department. ​ If asked, refunds in PayPal may take 30-45 days to process.​

Executive Services Notes Indicator All orders that should not be worked by anyone except our Executive Services Team will have order notes that start with:​​

DO NOT TOUCH EXEC SERV WORKINGWILL FOLLOW UP​ Orders that can be worked will not have any asterisks or be noted as Exec Services.​​

If you come across an order marked for Executive Services: -For chat, provide the customer with the Executive Services number. -For voice calls, perform a soft transfer to the Executive Services team so they can assist the customer directly.