When helping customers with international orders, there may be times when the delivery date has passed and the order still hasn’t been delivered.

Scenario: Delivery date passed, florist hasn’t replied, no DLC.

Do: delivery date has passed
Send DLC (Delivery Confirmation) request to florist.
Inform customer it may take up to 48 hours for a response.
Verify customer phone number; leave CSI open with detailed notes.
If florist doesn’t reply in 48 hours:
    Contact customer.
    Cancel order.
    Issue full refund.
    Offer Savings Pass if appropriate (see  Article KA-01841).

Do NOT:
    Cancel and resend order (routes to same florist).
    Replace order (routes to same florist).
    Contact florist directly.

Scenario: ATLAS shows no florist available to fulfill order.

Do: No florist available
   Apologize to customer.
   Verify address is correct.
   Cancel order.
   Offer Savings Pass if appropriate (see Article KA-01841).
 
Do NOT:
Suggest sending order to someone in the U.S. instead.
   Customers want gifts delivered to the intended international recipient;
   redirecting can cause frustration.