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. Florist Fulfilled products 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 - 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 [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 ​ 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. ​ 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. 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 Serving 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 Line Order History, Messages and Order Notes Check the order history, messages and order notes to see if anything has been done to the order. You need to open this when we open CSI - Order Notes - Order History - CSI - Messages - Replacement History - View Florist LookUp - Florist/Vendor Info - Fill Info 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.​ Open an CSI - we need to put an order notes even if the customer just check the status - 9:00 - 8:00 pm in the course and then close CSI Standard delivery - UPS - FEDEX - its our service express or service on delivery - UPSP its depends on the details code they have their own suggested resolution 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 1. Go to the Actions menu again by pressing the [Actions] button.​ 2. Type in “WIR” to find the Florist Lookup screen.​ 3. 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 10 outbound 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. 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: ​ Step by Step 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. How to Call the Florist 1. 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. 2. 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. 3. Resolve the FLE = If you need to resolve a florist-level exception, choose the right option based on the situation. Use the FIL Box 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. 4. 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 price change ​ - Total price ​ - Shop code, given to you by the 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. ​ 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. Check the occasion and card message before making any substitutions. = “These flowers remind me of our trip to Hawaii.” → Choose similar tropical flowers. = “Pink flowers for our new baby girl.” → Keep the color, change the flower type. = “Orange roses, just like our first date.” → Too specific — don’t substitute. If you make a change, document it clearly in the Order Notes. Address Issue = The delivery address doesn’t match or can’t be found. If you need to speak to the customer to resolve the issue and the customer cannot be reached. Try contacting the recipient for clarification. Example: “Hi, this is Laura from 1-800-FLOWERS.COM. I’m trying to make a delivery but can’t confirm your address. Can you verify it for me?” Customer Not Reachable = You can’t reach the customer or recipient.v Try both phone numbers and leave polite messages when possible. If no one responds, use your best judgment to complete the order. Make decisions that protect delivery timing and ensure a great customer experience. Cancelling the Order If the customer decides that they want to cancel the order:​ - Customer Script Example: “I understand how you feel. I will issue you a full credit and $15 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”​ - 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. APPROVED If the credit card is APPROVED:​ 1. Open a Cancel CSI. 2. Change caller code to Outplacement.​ 3. Choose full credit (FC) and a $15 SP for resolution option. ​ 4. Close CSI (returning to FLE). 5. 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 ANSWERING MACHINE 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 . 6. Exit the FLE screen. 7. This will delete the order and remove it from the queue. ​ APPROVED & CAPTURED If the credit card is APPROVED & CAPTURED:​ 1. Open a Cancel CSI.​ 2. Change caller code to Outplacement. 3. Choose full credit (FC) and a $15 SP for resolution option. ​ 4. Close CSI (returning to FLE).​ 5. 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. ​ 6. Do the Remove from queue process (FFX/BILLING) to remove the order from the Queue.​ 7. Ask your Manager to assist you.​ Setting a Callback = To set up a callback, you must go to the bottom of the CSI Resolution Screen under CSI Actions.​ - Use the dropdown menus to make modifications. ​ - You should verify the phone number and what time the callback should be set for.​ - Callbacks should be set at 2-hour intervals. ​ How to Select a New Florist 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. 8 Steps = Article KA-03507 1. From the face of the MON REJ issue, click Go to Order. 2. Select Actions, type in WIR, then click OK. 3. When prompted with a pop-up asking if you want to select a new florist, click YES. 4. The time of day will determine your next step. If it’s before cutoff time, click the first available shop and select Select Florist (F7). If it’s after cutoff time, call the shop to confirm they can take the order. 5. If there are no shops listed in the WIR, click SZP to check for available shops in surrounding ZIP codes. 6. Select the reason you need to choose a new florist in the Detail Code pop-up box. 7. When the Shop Code box appears, click OK. 8. Once the florist is selected, resend the order: Click Actions. Type in Res. Click OK to transmit the order. This order is in the FLE queue because it contains a GEO-SELL product and shows no florists available in the delivery area. Only Franchise, Premier, and some Preferred Shops have the components needed to create GEO-SELL items. Your task is to locate a florist who can fulfill the order. Drag the steps below into the correct order to complete the process. 1. Review the order notes and order history. 2. Confirm that the order contains a GEO-SELL product. 3. Open the WIR to view available florists. 4. Identify any highlighted shops in yellow. 5. Call the florist to confirm they can fulfill the order. 6. If the florist agrees to fill the order, highlight the shop and click Select Florist. 7. You'll return to the Payment screen to continue processing the order. Lesson Summary Identify why an order appears in the FLE queue — such as no florists available, low component availability Use the WIR effectively to locate and verify available florists, checking surrounding ZIP codes and confirming fulfillment before assigning Handle GEO-SELL products confidently by recognizing which shop types (Franchise, Premier, Preferred) can fulfill them and following the correct confirmation steps Apply sound judgment to resolve issues quickly, minimizing customer impact by exploring all internal solutions before reaching out. Document all actions clearly in Order Notes to maintain accurate records of what was done, who was contacted, and how the issue was resolved. Ensure every customer experience stays positive by keeping deliveries on time and communicating professionally when contact is required.