We discussed the purpose of MON—why it exists and how it supports the business. Our MON mantra is “Find a home for all orders,” and our role is to spot what’s missing and ensure every order is completed correctly. For the Mon 2 Credit Card Exception, an order lands in the CCE queue because we were not able to authorize the customer’s payment. This can happen for several reasons: the card number or expiration date may be incorrect, the system may have timed out during authorization, the customer may no longer have the card, there may be insufficient funds, or any number of other issues. Your job is not to debate the reason with the customer, but to verify the card we have on file or obtain a new card to process payment for their order. Floral Exception Queue 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. 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 Supervisor SVR is a queue where we validate an order before sending it out to be fulfilled. Process orders quickly and accurately, making sure each one is legitimate and includes all required details before sending it out. Communicate effectively by actively listening, responding appropriately, and providing knowledgeable, personalized assistance. Always follow established procedures to minimize risk, prevent fraud, and reduce chargebacks Focus on customer satisfaction by delivering efficiently and building trust, confidence, and long-term loyalty. Mon 2 Florist Same Same An order must meet the following criteria to be considered an FSS order.​ The customer must want two or more orders.​ All orders must be florist fulfilled (excludes Fruit Bouquets shops).​ All orders must be delivered to the same address.​ All orders must be delivered on the same day. FSS orders should look alike and be delivered together so the customer’s recipients all have a consistent experience. After 30 minutes in “Waiting for More Orders,” or when the queue says “Multiple Orders Complete,” check to see if there are any other related orders. If you see more than one service charge, open a Billing Discrepancy CSI to issue credit for the extra charge. Enterprise Email in MS D Navigate the Microsoft Dynamics Interface:​ Efficiently navigate the main dashboard, menus, and workspaces. Log In and Customize Settings:​ Securely log in and configure user profiles and dashboards. Manage Cases:​ Create, assign, and track cases within the platform. Send Emails:​ Compose, send, and manage emails directly in Microsoft Dynamics. Link Emails to Cases:​ Ensure emails are connected to Cases for accurate documentation.​ We reviewed the purpose of MON and how it supports the business. Our mantra is “Find a home for all orders,” meaning we identify what’s missing and make sure every order is completed correctly. Mon 2 – Credit Card Exception: Orders land in the CCE queue when payment can’t be authorized—this could be due to incorrect card details, timeouts, expired cards, insufficient funds, or other issues. Our job is simply to confirm the card on file or collect a new one, not debate the reason. Floral Exception Queue (FLE): This queue exists to resolve issues preventing an order from transferring to a florist or vendor. We identify the problem, fix it, and ensure the order gets delivered. Common triggers include: Florist Designed: No servicing florist, no open florist, GEO SELL issues, or FNI denial. Direct Ship: Out of stock, unavailable in the area, invalid delivery date, missing shipping method, or card message too long. Supervisor Queue (SVR): This is where we validate orders before fulfillment. The focus is accuracy, proper documentation, fraud prevention, and strong customer communication to build trust and reduce chargebacks. Mon 2 – Florist Same Same (FSS): FSS applies when a customer places two or more florist-fulfilled orders going to the same address on the same day. These orders should look consistent and be delivered together. After 30 minutes in “Waiting for More Orders,” or when the system shows “Multiple Orders Complete,” check for related orders. If multiple service charges appear, open a Billing Discrepancy CSI. Enterprise Email in Microsoft Dynamics: We covered how to navigate the interface, log in and customize settings, manage cases, send emails, and link emails to cases for proper documentation.