Mon1 MON Overview: How We Deliver Excellence Understand the Work Orders in the MON queues are processed but not complete. Each one has a question that must be answered before delivery. Your job: spot what’s missing and finish the order correctly. Act with Ownership Be proactive, persistent, and precise. Check details, verify facts, and resolve on first touch. Each smart action prevents delays, credits, and rework. See the Impact Every queue connects to someone’s important moment. When you work accurately, gifts arrive fresh, beautiful, and on time. That’s what creates an Excellent customer experience. Where the Work Happens The Four Queues You’ll Master Every MON order lands in a queue for one reason; something needs your attention. Each queue has a purpose, but the goal never changes, find a home for all orders. Your clarity, judgment, and actions keep the promise alive. ASK When a Florist Needs IA florist can’t finish an order until they hear from us. Maybe they need a price approval, a substitution decision, or delivery details. ANS When WeThis is where clarity matters most. You’re sending answers that either free up or delay an order. Your focus: Be accurate and specific. Reference the question, confirm the solution, and document the action taken. Respond TLO When We Call It Out Some orders don’t transmit automatically and need a personal touch. You contact shops directly to place and confirm the order. Your focus: Call the preferred shop first, then follow the Search Protocol (WIR → SZP → LMF/FAF). If no shop can take it, call the customer to offer a replacement option. REJ When a Shop Can’t Deliver A rejected order means a customer’s moment is at risk. Your job is to find another shop or a new solution fast. Your focus: Work the Search Protocol in order (WIR → SZP → LMF/FAF). Before cutoff/future dated: Speak to 3 shops / max 10 calls After cutoff or weekend: Speak to 3 shops / max 3 calls If none are available, call the customer to offer a GPT replacement and document fully. Tip: For sympathy orders, always call the florist before transmitting and set a callback if needed. Work smarter. Let the Master Queue guide you. Master Queue The Master Queue organizes MON work by what matters most. Always start here unless directed otherwise. This is how orders flow into the Master Queue. Funeral Orders Time Zone Occasion Delivery Date ATLAS matches issues to your skills, so you see only the highest-priority work. You will learn how to review orders and the various rules associated with florist and GPT orders. Accessing the Master & Specific Queues From the ATLAS Welcome Screen: Select [Actions]. Type the queue name in the Find field (MAS for Master Queue, REJ for Reject Queue, etc.) You can also scroll to search Click OK to open the Queue. ask queue ans queue tlo queue rej time zone Eastern Pacific Mountain Central floral -FPT Express GPT Accessing the ATLAS Log Use the ATLAS Log to review your completed MON 1 issues. From the Welcome Screen, click [Actions]. Type LOG Click OK. Be clear, confident, and informed. Every detail matters. Clarity builds trust Know the order, understand the product, and be ready to explain changes. When discussing price or substitutions, state facts calmly and confirm mutual understanding. Your goal: keep the florist informed and the customer’s promise intact communication behaviors explain why confrim next steps approve with confidence Konwledge support Know the Occasion Know delivery rules Know substitution & price policies BloomNet® Calls & Florist Codes Know who you’re speaking with and what rules apply. Florists communicate through messages or calls. When a BloomNet® florist calls, they’re part of our network, We share delivery standards, pricing, and policies. Universal florists aren’t under contract, so some rules differ. Always confirm the florist type before approving substitutions or price changes. This determines what you can authorize. omNet®: The 1-800-FLOWERS.COM florist network. BloomNet florists are trusted partners under formal agreements who receive, design, and deliver orders on our behalf. Messages sent through MME often reach these florists directly via the Bloomlink system, so accuracy and tone are essential. Your message becomes their instruction. Occasionally, a florist may call with a question about the BloomNet® program or a Bloomlink-related issue. Only the following types of calls should be transferred to the BloomNet team: Florist cannot accept additional orders Bloomlink system or technical issues Shop-to-shop orders How to identify a shop-to-shop order: The order cannot be found in ATLAS The florist mentions, “I sent an order” When asked, the florist confirms the order came from another florist — not 1-800-FLOWERS.COM IMPORTANT Only these examples should be transferred to BloomNet. Do not transfer any customer service–related orders to the BloomNet team. Florist Agreements These guidelines define how we partner with florists and help you resolve customer concerns quickly and consistently. where the order is going business Hospital/school-2pm mon -friday 1pm sat 11:30 sun delivery deadline vary comm vindow 8pm Residence 2:30pm mon - friday 1pm sat 11:30 Sun deadline delivery 8pm Comm window 8pm all fruit bouquet orders 1pm mon-fri 12pm sat 11:30 sun del deadline 8pm comm window 8pm int --Look in F-11 to understand specific country guidelines; most require 2 business days advance notice delivery deadline varies comm window 2-3 daysFlorists must communicate delivery notifications (DLCs) by the time listed based on the location type. If there is NO delivery confirmation or communication, check the time. If it is BEFORE 8pm (all locations): Send message to the florist for DLC information. If it is AFTER the Florist communication window: Follow the CSI guidelines. In order to ensure the design time required, please contact our Fruit Bouquet shops via message only. Florist Substitution Policy Review the 1-800-FLOWERS.COM® substitution guidance and familiarize yourself with the suggested substitutions provided on individual recipes throughout the Design Resource Guide (DRG). DRG Follow the DRG when filling I-800-FLOWERS.COM® orders. Overall shape, size, and style of the arrangement must be maintained. Color Maintain shades and color combinations of the arrangement. Type Utilize similar type flowers (e.g., spike for spike, round for round). Substitutions should be of equal value. Variety Prioritize variety over color in single variety arrangements. Container Use containers listed in the DRG, paying particular attention to style and color. Codified Never substitute codified products unless you receive the express consent of 1-800-FLOWERS.COM®. Delivery Delay Request When a florist can’t deliver today, communicate, confirm, and care. Same Day Delivery Before Cutoff or Future-dated Orders Check the WIR to see if there are other shops to fill the order. If no shops on the WIR, check LMF and FAF. If shops are found, call and try to speak to 3 shops, making a maximum of 10 outbound calls. Transmit the order or FIL the order with the shop as necessary. If there are no shops on the WIR, call the customer for approval. Same Day Delivery AFTER Cutoff Call and speak to 3 shops, making a maximum of 3 outbound calls, to find a shop that can deliver the order today. If a shop can deliver today, transmit the order. If no shops can deliver today, and it's within calling hours, call the customer for approval. If its outside calling hours send an email. If you get voice mail, leave a detailed message, then approve the original shop's request. Hi, this is [YOUR NAME] from 1-800-FLOWERS.COM. I am calling about order #[xxxxxxx]. I am so sorry to inform you that your order going to [RECIPIENT NAME] cannot be delivered on the date you requested. I understand that this is a very important gift, and I am so sorry that we did not deliver on our promise. We have made every attempt to get your order delivered; however, all our florists are at capacity in your recipient's delivery area. We have scheduled delivery on [NEW DATE]. Please call us back at 866-521-8030 if you have any questions or concerns. Again, I am very sorry that this happened." Price Change Request When a florist asks for a price adjustment, there are certain steps and considerations to follow BEFORE approving the change. Always check the order notes, history, and messages FIRST. Check the WIR to see if another BloomNet florist can take the order: Florist is Found Select the new shop from the WIR. Send the order to the new fulfilling shop. Enter order notes. Cancel with the original shop by sending a message with the appropriate template and details. International Florist NOT Found Approve the price change. Send the appropriate price change template to the original fulfilling shop. Same Day Delivery Before Cutoff/Future Dated Check the WIR for other shops to fill the order. If a shop is available, transmit the order. If not, approve the price requested. If the price is 50% of the merchandise amount or lower, you may approve the price change. If the price is more than 50% of the merchandise amount, approval of a team leader/supervisor is required. Their ID must be in order notes. Florist NOT Found Use SZP to expand the search. Select [WIR]. Select [SZP]. Choosing each zip code from the top of the list (the top florist is closest to the zip code on the order) will give you a new list of florists to send to. Answering Call Write it Right Click on each image to read the scenario. Choose the version of the message that’s clear, respectful, and complete. Then read and discuss why it works.for Price Change Price change requests transmitted electronically should be submitted through an ASK message. Price changes requested by phone by shops calling us can be approved for up to $10 without having to send an ASK message. Redilivery Request Scenario 1: Redelivery Request A florist needs clarification about a customer’s quality complaint. Which message helps them act fast? Florist’s Reply: Can you explain why this needs to be redelivered? We already delivered the order yesterday. Option A: Please redeliver order. Send confirmation as soon as possible. Thank you and have a nice day! ✅ Option B: Please redeliver this order due to a quality issue. Customer ordered a dozen Gerbera Daisies and received ten wilted flowers. Customer is disappointed and requests a full redelivery. Please confirm once sent. Scenario 2: Cancellation Message A customer received the wrong item. Which message communicates the issue clearly? Message to the Florist: Please cancel this order. Florist’s Reply: Denying cancel. Reason: This was delivered on 2/16 and signed for by the recipient. You can’t cancel at this late date. By: John C. MAS NO 50070139 ✅ Better Option: Please cancel this order because the wrong item was delivered. Customer ordered Spring Tulips but received a Get Well arrangement. Customer declined redelivery. Thank you! Scenario 3: Lack of Information A florist receives a vague message with no context. Message: Please cancel this order. Florist’s Reply: DENYING CANCEL!!!!!! By Ed C. MAS NO 50073700 ✅ Better Option: Please redeliver this order due to a quality issue. The recipient stated via email that the product was of poor quality and value and was very upset because the arrangement was a surprise. Customer stated that the arrangement contained many wilted flowers and the vase was cracked. Thank you! Write it Right Click on each image to read the scenario. Choose the version of the message that’s clear, respectful, and complete. Then read and discuss why it works. Florist Point of View The florist receives repeated short messages with no context. Agent Message (Poor): Please cancel this order. Florist’s Reply: This was delivered and signed for. Why cancel now? ✅ Corrected Message: Please cancel this order due to a quality concern. Customer reported wilted roses. Customer declined replacement and requested credit. Tone & Professionalism Scenario 5: Tone and Professionalism A customer used harsh language to describe the product. How should you word the message? Option A: Customer said the bow was pathetic and the flowers looked sparse. ✅ Option B: Customer felt the arrangement didn’t match the photo. Please replace to meet design standards. Thank you for your help. Clear Order Notes Just as important is clear communication through order notes. Click on the button to learn more about writing clear, concise, and thorough order notes. Remember to write notes before sending, deleting or closing anything What to Include who you spoke what was discussed or decided why the action was taken LM VM for call results Clear, factual, professional language When to add notes Substitution, price change, or delivery delay decisions Customer approval or declines Florist acceptances or refusals (ASK,TLO,REJ) Vendor ASK customer contact and outcomes WIR or SZP attempts on REJ orders TLO calls fax/email sent or too late to call Rejected by steps and retransmission Escalation or supervisor involvement When NOT to add notes You took no action (no calls, no surcharges) the order is marked Do Not Touch A Call Back was just set within 2 hours Quality Standards Don't copy and paste old notes Keep notes short but complete Notes must tell the full story so the next agent can follow More from the Florist's Point of View Be Clear Avoid "blind" and unclear messages that leave florists guessing. Be Thorough Include what happened, what needs to be done, and why. Be Empathetic Respectful detail saves time, avoids frustration, and protects the customers experiences Mercury and Bloomlink Message Entry (MME) Messages sent through MME often reach these florists directly via the Bloomlink system, so accuracy and tone are essential. Your message becomes their instruction. The letter cases in the MON interface are sentence cases however, when messages are sent thru an MME, you are still unable to switch the cases to proper capitalization. Use MME to send accurate messages and keep orders visible. The MME function lets you send a message while keeping the order in the queue. Use it when you need to follow up later or wait for more information. Message Flow ATLAS MME Bloomlink Florist Response Before you can select a new shop, the MME function will prompt you to send a cancellation. SUMMARY Start in the Master Queue to focus on the highest-priority issues first. Know your queues: ASK, ANS, REJ, TLO, and CMON — each has its own purpose Communicate clearly and respectfully: Listen first, stay calm, and explain why and what needs to happen Avoid blind messages: Give full context so florists can act without delays. Document accurately: Notes should tell the full story — who, what, and when. Close the issue once resolved to keep queues current. Working ASK & ANS Queues Florists use the ASK and ANS queues to share updates or ask questions about an order. They will not deliver the order until they receive a response from us, so these issues must be worked quickly; ideally resolved on the first contact. Florists could ask us about anything. As with any queue, always review the order details before responding: Delivery Date: confirm timing and urgency. Order Notes & History: check what actions have already been taken. Messages: see what other actions have been taken. Special Instructions or Card Message: ensure accuracy before acting. Fast, accurate responses prevent delivery delays and help keep customer promises. Florist Response Templates Response templates ensure clear, professional, and consistent communication with florists. They help you quickly handle common situations like cancellations, payment disputes, price changes, and substitutions, saving time and reducing errors. Standardized responses prevent confusion, avoid delays, and keep orders running smoothly for both florists and customers. addtl info needed We are actively gathering the requested confirmation from our customer and will update you as soon as possible.We appreciate your patience and your commitment to excellent service Decision Aids Making the Right Call Use these decision aids to guide quick, accurate choices when florists request a substitution, price change, or delivery delay. Always review the order details, confirm the guidelines, and document your decision before approving or escalating. Substitution Guidelines A substitution can be approved if: The product is of equal value and similar style. The colors and design stay close to the original. The item fits the occasion (never change sympathy products to vendor items). Price Change Process Approve a price change if: The amount is within BloomNet’s $10 limit for same-day delivery. The florist’s request follows the guidelines in the MON Solution Matrix (KA-01676). Remember to use templates: KA-01838 - MON - Florist Response Templates. Delivery Delay Approve the delivery delay only when The customer agrees to the delay. The florist can deliver the next day, not later. handling substitutions Review the request -Check the message from the florist to understand what is being substituted and why. -Review the order details, delivery date and any special instructions or card messages to confirm if the change fits the occasion Remember: Customer expect the arrangement to look like the image they ordered Follow the substitution Guidelines A substitution can be approved only if it meets all of the ff: -Product is as similar as possible in type, color , and style -Substituted components are of equal or greater value -Sympathy products may never be changed to vendor or non floral items If the substitution request meets these rules: -Leave detailed order notes -Send message to the florist using the Substitution Approval Template Order notes example: BLOOMFIELD FLORIST ASKED TO SUBYELLOW VASE FOR CLEAR VASE.APPROVING THE SUBSTITUTION.DO NOT CHARGE THE FLORIST BECAUSE THEY FOLLOWED OUR GUIDELINES if the same day request not meet guidelines same day delivery before cut off Same Day Delivery-Before Cut off 1 check the WIR for available shops 2 If another shop is available transmit the order (Actions RES) 3 If no other shops can fill, call the customer for approval. -If routed to voicemail, leave a detailed message that includes the proposed change. -Then approve the original shops request and note your action Same day delivery -after cut off 1 Check the WIR for available shops 2 If shops are found call to confirm they can deliver same day 3 If no shops can deliver check SZP(Surrounding Zip Codes) and call up to 3 shops to locate one that can deliver 4 If none can call the customer for approval and leave a voicemail if routed 5Approve the original shops substitution if the customer is not reached and time is critical Document everything -Record in order notes who spoke to what was discussed and what was approved or denied -use factual clear language so anyone reading can understand the full decision trail. What do we never do!! If you are working on a sympathy order NEVER change it to a vendor product.Locating a Florist If the florist on the order can't fulfill, you need to find a new florist. Start with the WIR, then surrounding zip code (SZP), and last, if there are no other florists found, check the websites Locate My Florist and Find a Florist. WIR -The first place to look is the WIR 2 SZP- If there are no florists in the WIR, use SZP to check for florists in surrounding zip codes. 3. LMF/FAF Websites -If you can't find any florists in surrounding zip codes using SZP, try to find one using Locate My Florist and Find a Florist .As discussed in the ASK/ANS lesson, try using Locate My Florist or Find a Florist when you can't find one in the WIR or in a surrounding zip code. Find a Florist: www.findaflorist.com/ Locate My Florist (LMF): www.locatemyflorist.com 4. No Florist in the area- If after all searching you havent found a florist try to flip a GPT product If you don't find a florist in the WIR, SZP, or online, we will not be able to deliver a florist designed product. Your next step is to offer the customer a vendor item. Before calling the customer, make sure to have a few substitution product ideas ready. If the customer accepts a vendor replacement: Open an Order Change CSI. Replace with the discussed item on the discussed delivery date. Add detailed order notes. Close with $15 Savings Pass or with credit (if applicable). Follow the Remove from Queue process. If the customer doesn't accept the vendor replacement and requests a cancellation: Open a Cancel CSI. Add detailed order notes. Close with a full credit and $15 Savings Pass (if applicable). Follow the Remove from Queue process. If you get the customer's voicemail: Set up a callback. If working on past dated order, flip to CMON via delivery issue CSI. Follow the Remove from Queue process. In all cases, this would be an internal exception. How to Send a Price Change Message Open a CSI based on the issue (i.e. Quality Issue) then: 1 Under Select Action Type, select Message to Fulfiller. 2.Select Order Change Information to the Florist from the popup box that opens 3.Check the Price Change box and input the new price being paid out to the florist in the field under it. 4.Write a message to the florist explaining why there was a price change. 5.Click Send Message. Delivery Delays When a florist cannot deliver today, act quickly to confirm the next best solution. Review the situation A florist may request to deliver the order the next day instead of the original date. Customers expect timely delivery, so we must communicate and confirm before approving any change. Never change a sympathy order to a vendor item to accommodate a delay. Customer Contact Process Always follow this contact order to resolve the issue on the first touch: Call the customer using the primary number on the order. If no answer, call the alternate number (if listed). If still unsuccessful, email the customer if you are email-trained. If you are not email-trained, notify your supervisor so an email can be sent on your behalf. If the customer approves the delay: Call the recipient to let them know about the new delivery date. Process an Order Change CSI to update the delivery date in ATLAS. Leave detailed order notes summarizing the conversation. Close the CSI. If the customer declines the delay: Apologize sincerely and process a Cancel CSI. Document the interaction clearly. Offer to read the card message if appropriate (for customer care). If the Customer Cannot Be ReachedIf the customer cannot be reached after all attempts: Leave a voicemail with an apology and the new delivery date. “We’re very sorry that your order will be delayed. Delivery is now set for [new date]. Please call us at 866-521-8030 if you have any questions.” If there is no voicemail: Approve next-day delivery to keep the order moving. Email the customer if trained, or contact your supervisor to request an email be sent. Record detailed notes in ATLAS, including all contact attempts and your decision. Key Reminders Delivery delays must be limited to one day only unless directed otherwise by leadership. Always act with empathy. An apology and proactive call protect customer satisfaction. Common ASK Issues ASK messages can include special cases that require extra attention. Select each issue type to the right to learn the correct process and see where to take action in ATLAS. Need Information The florist is missing key details such as an address, phone number, or location clarification needed to complete delivery. Check previous orders in ATLAS for the correct recipient or address details. Use FedEx.com or Google Maps to confirm delivery information. Call the customer. Send the corrected info to the florist. If you can’t reach anyone, email the customer (if trained), open a CSI (and leave it open), or set up a callback. Possible Duplicate The florist believes two identical orders were sent for the same recipient and needs confirmation before fulfilling Search ATLAS by customer phone number to check for possible duplicates. Open a second ATLAS screen and copy the customer's phone number into the order search. Ask yourself the following questions: Is there more than one order Are the customer, recipient, and product/card message screens all identical? Was the original order resent? (Open Messages to see if the order is listed more than once to the same florist). If there’s only one order, reassure the florist they’ll be paid once. Proceed to resolve the issue. Remember: If ATLAS only shows one order but the Messages show that the order was resent, do not send a CAN. Only send a message to clarify that there is one order. A CAN or REJ will stop all payment for this order. If duplicates exist, confirm with the customer before advising the florist. Never send a CAN message unless duplication is confirmed. Florist Requesting Payment The florist is asking for payment on an order they fulfilled and needs confirmation or correction of the payment status. Resolving Issues & Writing Clear Notes Resolve issues completely and document every action clearly. Every issue must be fully resolved before it leaves your queue. Follow the correct resolution step, then record what happened in detailed order notes. Clear notes show who you spoke with, what was decided, and what actions were taken. Resolution Actions Choose the correct action based on how the issue was resolved: Send a Response: Write your message and select Send Message. Always end with “Thank you.” Delete a Message: Only when no response is needed (for example, florist sent “Thank you”). Supervisor approval required. Send a Price Change: Adjust payment amount using the correct format, then send the message. When the action took place Set a Call Back: Use when waiting for customer response. Keep issue in the queue for follow-up. Close the Issue: After completing all actions, ensure any open CSIs are closed. After that you choose from the list below and follow the instructions outlined over the next few slides. Send a response Send a price change Delete the message Set up a call back to wait for more info Remember: If the issue is resolved, the previously opened CSIs should be closed. Order Notes Standards Always enter notes before sending or deleting a message. Include: Who you spoke with (name and role) What was discussed or agreed upon When the action took place Next steps or instructions if follow-up is needed. Keep notes clear and factual. Example 1 - Substitution: BLOOMFIELD FLORIST sent an ASK message requesting to substitute pink roses for red roses. WORKING ASK QUEUE//BLOOMFIELD FLORIST ASKED TO SUBSTITUTE PINK ROSES FOR RED. TRIED TO CONTACT THE CUSTOMER AND LEFT A VOICEMAIL. FOR THE NEXT AGENT, PLEASE ASK THE CUSTOMER IF THE SUBSTITUTION CAN BE APPROVED. IF APPROVED SEND A MESSAGE TO THE SHOP TELLING THEM IT IS APPROVED. IF NOT APPROVED TRY TO FIND ANOTHER SHOP TO FULFILL. SENT A MESSAGE TO THE SHOP ADVISING WE ARE WAITING FOR A RESPONSE FROM THE CUSTOMER. Example 2 - Date Change: BLOOMFIELD FLORIST requested a date change to tomorrow – the order came in past cut-off for same-day delivery. WORKING ASK QUEUE//BLOOMFIELD FLORIST REQUESTED A DATE CHANGE FOR TOMORROW AS THE ORDER CAME IN PAST CUT OFF. TRIED TO CONTACT THE CUSTOMER AND LEFT A VOICEMAIL. FOR THE NEXT AGENT, PLEASE ADVISE THE CUSTOMER THAT THEIR ORDER CAN NOT BE DELIVERED TODAY AND GET APPROVAL FOR DELIVERY TOMORROW. IF APPROVED SEND A MESSAGE TO THE SHOP TO LET THEM KNOW. SENT A MESSAGE TO THE SHOP WE ARE WAITING FOR A RESPONSE FROM THE CUSTOMER. Example 3 - Product Not Available: BLOOMFIELD FLORIST does not have arrangements available and requested a cancellation, there are no other shops in the WIR. WORKING ASK QUEUE//BLOOMFIELD FLORIST DOES NOT HAVE PRODUCT AVAILABLE AND REQUESTED A CANCEL. THERE ARE NO OTHER SHOPS IN THE WIR – CONTACTED THE CUSTOMER AND WAS ABLE TO LEAVE A VOICEMAIL. FOR THE NEXT AGENT, PLEASE ADVISE THE CUSTOMER THAT THEIR ORDER CAN NOT BE DELIVERED AND OFFER A GPT ITEM INSTEAD. IF APPROVED PROCESS ORDER CHANGE TO GPT ITEM Resolving by Action Type Match your resolution step to the situation. Different issues require different actions. Select each resolution type below to see when and how to use it. Send a Response Use when the florist needs an update or confirmation. Choose message type, write a clear response, and click Send Message. Always include the reason and next step. End with “Thank you.” Delete Message Use only when the message needs no further action. Confirm issue is resolved and all CSIs are closed. Supervisor approval is required before deleting. Add final note confirming closure. Send a Price Change Use when payment needs adjustment. Enter new price using the proper ATLAS message type. Add detailed notes explaining what changed and why. In the example below, the price was correctly changed from $50.98 to $55.98. Set a Call Back Use when waiting for customer input or confirmation. to set a callback 1. Click Call back or press alt+ B 2. The default person will be the customer 3> Set the time for 2 hours in the future or for a specific time when the customer is available 4.Click save or press f6 on your keyboard If you receive the issue again in the master queue and a call back is still active -Same day delivery use your judgement to ensure the issue is resolved and the order is delivered. -Later delivery date: Do not set another callback. Exit the order without adding new notes to avoid unnecessary repetition. GPT ASK Messages GPT ASK messages come from shippers, not florists. Handle them carefully and through the correct channels. Click on each step of the process to learn more. Identify a GPT ASK message GPT ASK messages are sent by our shippers, not by florists. You can identify these messages in the ASK queue by the word “EXPRESS” in the top right corner of the message screen. The message will be filtered to you if you are in the Master Queue (MAS). The message usually includes shipping details or an update about a delivery issue (for example: recipient address problem, weather delay, or damaged package). Do not Contact the vendor Never send a message to or call a Vendor. If you are unsure of the message meaning in the “Text or Reason” field, consult a supervisor before taking action. Your role is to communicate with the customer and update the order, not to contact the shipper. Review and correct the order (if needed) If the message indicates a delivery problem or incorrect information: Review the order details carefully in ATLAS. If address information needs correction, complete a CSI – Order Change to update the address. Always confirm the product is still available in ATLAS before calling the customer. If the product is unavailable, prepare alternative product suggestions Contact the customer and provide options Based on the message type, provide one of the following resolutions: Delayed Delivery – Redelivery Next Day Ask the customer if they agree to next-day redelivery. Delayed Delivery – Future Date Offer to schedule redelivery for a later date. Create a REP order and issue a $15 Savings Pass (SP) to the customer. Delayed Delivery – No Product Acceptable If the customer refuses the delay or any alternative, issue a full credit and ensure the correct fault code is used. Damaged Contents or Package Follow the standard Damaged Order process outlined in the Knowledge Base. Enter detailed notes about what happened and how it was resolved. See information about Damaged Orders in Article KA-03310 - Enterprise - Service - CSI Guidelines / Resolution Guide for All Brands Complete the order Enter detailed order notes describing all customer contacts, decisions, and actions taken. Once the issue is resolved, delete the message from the queue to close the ASK. Do not leave unresolved GPT ASK messages in the queue. GPT ASK messages require calm, clear communication. You are the customer’s link to resolution. Act quickly, document clearly, and never contact the vendor directly!! ASK Escalation Queue The Ask Escalation queue contains ASK messages that have been escalated. You will need to be skilled for this queue and will be able to access it via the Master Queue. when to escalate Only certain scenarios should be escalated. Supervisor approval is required to escalate. An ASK message should only be escalated when supervisor approval is required, and the issue cannot be resolved at the agent level. Escalation is appropriate for: Injury or property damage reported by a florist. No fulfillment solution available (no shops in WIR, no GPT availability, or no acceptable customer alternative). Legal threats or potential claims (e.g., florist mentions legal action). Do not escalate messages for substitutions, price changes, or simple delivery delays that can be handled within policy. scalating and accessing escalated messages supervisor responsibilty Supervisors should follow these guidelines when the receive an escalated ASK message. When a supervisor receives an escalated ASK message, they must: Review all previous actions and notes to ensure every option was attempted. For injury or property damage: complete the Incident Form on the intranet. For unfillable orders: verify WIR, FAF, and GPT checks before approving cancellation and credit. For legal or claim-related issues: escalate to the 1-800-FLOWERS.COM Operations team with full documentation. Supervisors should add final notes summarizing their decision and action. Documentation requirements Always document everything clearly and factually. Agents must document why the escalation was necessary, including all steps already taken. Supervisors must document the resolution and decision outcome. Use clear, factual notes. These cases are reviewed for audit and compliance. SK sub queues ASK NOT CLASSIFIED ASK PRICE CHANGE ASK CANCEL ASK SUBSTITUTION ASK MORE INFO TLO Queue Overview If ATLAS can’t send an order electronically, the system moves it to the Telephone Outplacement Queue (TLO). TLO orders cannot be transmitted automatically, so an agent must call a florist, share the order details, and set up payment for fulfillment. Keep in mind: As long as an order remains in TLO, it is not yet in a florist’s hands and is at risk of not being delivered on time. To access the TLO queue: Select [Actions] from the ATLAS Welcome Screen. Type “TLO” in the Find box. Click [OK] The TLO Process All issues are assigned to a florist. You must call the florist to find out if they can take the order. There are steps you must take along the way depending on the answer. The general flow for TLO is below. We will walk through each step and contingency plans. contact the florist listed Find a New Florist Mitigate if no Florist found Contacting the Florist Listed Contacting the Florist Listed Every TLO order lists an initial florist to contact. Call the florist and provide all order details (recipient, product, delivery date) to see if they can fulfill the order. If the florist CAN take the order Ask if the florist can receive the order by email. If so, click the email button Select Phone to provide additional order details over the phone. If the Florist Cannot take the order Select Refused In the Auto WIR Override Detail Code window, select the reason why the florist cannot take the order. Select OK. Enter detailed notes in the Order Notes screen that opens. Click Append Save to save your notes and return to the TLO issue. Find a new florist to take the order. Calling a Florist Make the Call The Phone screen displays all information the florist needs. Click the info button to learn more. if the Florist CAN Take the Order Follow the steps outlined earlier. Why the Call Matters Calling ensures the florist has the time, flowers, and components to deliver on schedule. Not calling can cause: Rejected orders and additional MON messages. Delivery failures and unhappy customers. How a TLO Can Be Resolved There are a few ways to resolve a TLO order. Click the info button to learn more. A TLO can be resolved by: FIL Box: Payment to a florist (see below) Email: Email the order to the florist (Requires follow-up and FIL Box) CSI: Can vary based on delivery date Remove from Queue Process When no florist is available to fill the order, the order must be removed from the TLO queue so it no longer shows as unassigned. To do this, fill the order in ATLAS to close it in the system. Afterward, process a replacement to switch the order to a GPT (vendor) item so it can still be delivered. You can perform the remove from queue process from the CSI Screen or the TLO Screen. if its too late to call shops. For future delivery dated orders when it is too late to call shops in the area, leave the issue in the TLO queue for another agent to call during normal business hours. The acceptable call times to call the florist are:​ 8am - 6pm (Monday-Friday)​ 8am - 2pm (Saturday and Sunday) Remember: ⛔ DO NOT follow the Remove from Queue process. Enter order notes explaining that it's too late to call. Exit the TLO issue and move to the next issue. ✏️ Example Order Notes: TOO LATE TO CALL THE ORDER OUT AS THE SHOPS IN THE AREA ARE CLOSED. LEAVE ISSUE WITHIN THE TLO QUEUE UNTIL 8AM IN FLORIST'S TIME ZONE AND THEN ATTEMPT TO CALL OUT.