CANCEL SCRIPTS

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.”​