CC details

Credit Card Details The credit card status will dictate how CCE issues should be handled. Declined: The credit card was not authorized by the bank. This could be due to the card number, billing name or address. Credit Card Number Not Found: Either the credit card is not on the order or ATLAS doesn’t recognize that it is there. Authorization Network Timeout: This status code indicates that the system did not obtain authorization electronically in the time allotted. Many times, this is because the orders are coming faster than the system can authorize them. Pick-up Card: There are many reasons why this may happen. The card was reported stolen, the customer is over their limit…do not debate this with the customer. Advise them to contact their bank to resolve. Invalid Expiration Date: The expiration date on the order does not match the card.

Accessing the CCE Queue Click [Actions] and then type CCE.​ Click [OK].​ Select the type of product and brand based on instructions from your manager. Click [OK].​ Highlight an order and [GO TO ORDER].​

If a line highlights in red instead of blue, the issue is already being worked by someone else.​

Passport Renewals Passport Renewals are on run on a daily basis. With each run the CCE queue is impacted, especially during December when we have the most Passport sign-ups because the customer may have changed their card, not have expected and planned for the charge or any number of issues.

You see that the order is for Passport Savings for $29.99. Call customer to update order:

What to Say to the Customer: “Hi [CUSTOMER NAME]. I am calling today to inform you that your Passport membership is up for annual renewal. The credit card we have on file has been (declined, expired, or invalid). If you would like to renew with me today, we can continue with all of the great benefits you have enjoyed over the past year. May I please have your new payment method?”

Customer is nervous about giving their credit card number. Ask them to call Loyalty Priority at 844-466-0161. Reach a voicemail: Leave a message for the customer to call us back at 844-466-0161. Follow CCE guidelines in Article KA-01676 for the authorization exceptions to either DUP with the new card or cancel the order. If the customer calls back at a later time, the order can be DUPed at that time.

Leave a voicemail message: “Hello, my name is [INSERT NAME]. I am calling from 1800 FLOWERS.COM regarding your order, number [INSERT ORDER NUMBER] please contact us as soon as possible at 1-844-466-0161.” Put in Order Notes saying to duplicate order when customer calls back. Click [Exit]. You will now be back in the Master View List. Highlight the correct order and click [Call Back]. The default person will be the customer. The default time will be set for 2 hours in the future. Click [Save] or [F6] on your keyboard.

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.

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

Outbound Status and Queue​ Remember:​ 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 Outbound Queue [Unavailable – Working] MON 18F - MON Outbound​ [Unavailable – Working] CMON 18F - CMON Outbound​

Resolving FLE: 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

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 Servicing 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 Lines

**always check the order history messages and order notes to check the actual statuses of the case.

88order history : what action was taken 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? ​

correcting information: 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.​

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​

FLE que: if not getting a florist: “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?"

** enter the order note before filling up the box for the new shop : 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: ​

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. ​

How to Call the Florist

Make the Call Share the Order Details Confirm and Send the Order Resolve the FLE

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. 02) 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.

1. 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.

1. 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.

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.

How to Call the Florist

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.

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.

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.

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.

Changing florist fulfilled to fit item or gift item to florist fulfilled: DUP or REP orders are necessary only when the product changes from Floral to Gift Item or from Gift Item to Floral.

If the product changes from Floral to Gift item or vice versa, the customer SHOULD NOT be charged. ​

Do not issue any credit on the original order.​ The original charge will stand. Create a replacement order for the new product.

cancelling the order: If the credit card is APPROVED:​ Open a Cancel CSI. Change caller code to Outplacement.​ Choose full credit (FC) and a $15 SP for resolution option. ​ Close CSI (returning to FLE). 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 ANSWERINGMACHINE 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 . Exit the FLE screen. This will delete the order and remove it from the queue. ​

If the credit card is APPROVED & CAPTURED:​ Open a Cancel CSI.​ Change caller code to Outplacement. Choose full credit (FC) and a $15 SP for resolution option. ​ Close CSI (returning to FLE).​ 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. ​ Do the Remove from queue process (FFX/BILLING) to remove the order from the Queue.​ Ask your Manager to assist you.​

• Sample scripts: Customer Script Example: “I understand how you feel. I will issue you a full credit and $20 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 and personally apologize.”​ 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.”​

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.

From the face of the MON REJ issue, click Go to Order. Select Actions, type in WIR, then click OK. When prompted with a pop-up asking if you want to select a new florist, click YES. 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.

If there are no shops listed in the WIR, click SZP to check for available shops in surrounding ZIP codes. Select the reason you need to choose a new florist in the Detail Code pop-up box. When the Shop Code box appears, click OK. Once the florist is selected, resend the order: Click Actions. Type in Res. Click OK to transmit the order.

MON Queue SVR: SVR is a queue where we validate an order before sending it out to be fulfilled.

In the queue, you will find replacement orders as well as orders that are on hold for missing information

• accessing SVR Queue Click [Actions] and type “SVR.” Click [OK]. Select the type of product and brand based on instructions from your manager. Click [OK]. Highlight an order and [GO TO ORDER]. If a line highlights in red instead of blue, the issue is already being worked by someone else. Replacement: Replacement Order in SVR You will see the REP in the action field in the history. Click [CSI]. Click [View Linked Orders]. Review orders by checking the order notes, history, product, price, and delivery address. Any standing approvals by a manager should be honored. Does the replacement make sense based on the original order and order notes? Yes: Resend the SVR. Example: The customer called because the flowers dead and we ruined the wife’s birthday. We are replacing them for delivery tomorrow with a larger arrangement and explained why with manager approval in the order notes. No: Cancel the SVR. Example: The original order was going to the customer’s mother. The replacement is going to someone in another state that the customer never ordered for before and the order notes do not explain why.

Note: Contact the manager on duty if you see more than two replacements.

Unable to Reach the Customer Leave a message. What to Say to the Customer: "Hello my name is [INSERT NAME] I am calling from 1-800-FLOWERS.COM regarding you order number [INSERT ORDER NUMBER] please contact us as soon as possible at 1-888-222-0405." Put notes in Order Notes to duplicate order upon customer contact. CSI should remain open during this time. Setup call back time. Order should be left in queue until customer contact for a maximum of 4 hours for Order On Hold/Incomplete Orders. After the appropriate time, if we have not heard from the customer, follow the process for cancelling the order.

Resolution: Resend Vendor/Direct Ship Order: Enter Order Notes. Click [Actions]. Type “RES.” Click [OK].

Florist Designed Order: Call and confirm with a florist they can take the Order. Enter Order Notes. Click [Actions]. Type “RES.” Click [OK].

Cancel Enter Order Notes. Click [Actions]. Type “CAN.” Click [OK]. First pop-up: "Do you want to delete this order?" Select [Yes]. Second pop-up: "Is this order fraud?" Always select [No]. Click [Exit].

MON 2 FSS:: Introduction to FSS 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. Benefits to 1800-flowers Quick order time ; This allows you to assure the customer that all subsequent orders will be much quicker than the first order was, thereby helping you to raise your conversion. Less typing: The customer information and the recipient address only has to be entered once regardless of the number of orders placed.​

Benefits to customer: One time charge quicker order process more consistent products More consistent delivery times

Ent. Chat. -3 concurrence

Apple Messages for Business (ABC) Apple customers can connect with the 1-800-Flowers.com family of brands for sales and service needs through the Messages app on their iPhones or iPads.

Customers will start their conversations with our chatbot. You should handle them using our standard chat protocols if one is transferred to YOU.

Other Points of Entry: Search function on iPhone or iPad Safari browser Apple Maps Cell phone search Promo emails Order confirmation emails Order details page

2-Way SMS: Customers may opt in for order updates If they respond to a message from us, it will go to a Chat agent

In ATLAS: To prevent 2 CSAT surveys from being created, switch the contact type from Telephonic to either ABC Chat or chat

General Sales Information: -Product Selection If customers have a specific product in mind, you will be able to find that product and place an order.

• Add-Ons / Additional Items At the end of the Sales Flow the chatbot will ask if the customer would like any add-ons. They can also add another item to their order.
• Delivery Dates Delivery dates can be selected as far out as 60 days.
• Card Messages Card messages are limited to 110 characters. Emojis and special characters are NOT supported. The card message will be in all caps.
• Promo Codes Promo codes are supported
• Payments / Express Checkout Payments made using Express Checkout. Apple Pay doesn't recognize Celebrations Passport. Savings Passes are only supported on the Express Checkout page.

• The customer's conversation with the chatbot will appear in the communication channel. Before helping the customer, it is important to review the chat history and verification information. After this, you will help the agent in SSC or ATLAS.

• 20 seconds to accept *if already verified by AI do not verify again

• A customer is Verified if their name appears in the incoming chat window and in the tab of the chat in the Communication Panel... *ATLAS Brands and HD Brands have slightly different processes for verifying customers if the AI Agent has not. In Dynamics, there are ways to identify is the customer is verified. Click on the camera icons below to see.

Supervisor Requests:

If a customer asks for a supervisor and you cannot resolve the issue, raise your hand to notify one. When the supervisor joins, leave the chat open until they are finished. Both you and the supervisor must enter a wrap-up code and select Save & Close. Do not click END — only the supervisor can fully close the chat.

Sending Messages:

• Type Your Message Type your message and/or use quick replies. Make sure you are addressing the customer's needs
• Insert Any Hyperlinks Add URLs if needed. This can help the customer find products or other information.
• Review With Spell Check Dynamics has a spell-check feature. Remember to always doublecheck your message for accuracy
• Send the Message Press Enter or click the send button icon to send your message to the customer.

Flowchart: Accept & Manage a Chat: Step 1 Accept and greet Accept chat in 20s, send greeting in 30s. Step 2 Verify Confirm details only if not already verified by AI Agent Step 3 review Check chat history, order notes, order history, messages. Step 4 research and assist Work the request in ATLAS or SSC Step 5 resolve Give resolution or next steps; confirm needs are met. Step 6 wrap-up and close Enter wrap-up code, Save & Close.

Quick replies: Why Use Quick Replies : Process Quick Replies ensure the correct processes are being followed. Time Reduces time spent typing responses. Professional professional image for the company. Consistency Customer receive consistent messages and answers no matter who is working on their issue

Best Practices: Help reassure customers about their orders Provide product description to educate the customer Define terms that the customer might not know Give additional product info to set expectations Let customers know our 100% Smile Guarantee.

Common Customer Tones: Frustrated 😠 You might see: ALL CAPS, short replies, “!!!” or “…”

How to Respond: Stay calm and empathetic: “I completely understand how frustrating that must be. Let me take care of this for you.” Confused 🤔 You might see: Many questions, hesitations (“I’m not sure...”)

How to Respond: Reassure and clarify: “No worries — I’ll walk you through it step by step.”

Sarcastic 😏 You might see: Quotation marks, exaggerated phrasing (“Oh, great. Just what I needed.”)

How to Respond: Don’t mirror sarcasm — acknowledge the issue factually and refocus on resolving it. Disengaged 😐 You might see: Short or delayed replies (“ok,” “fine”)

How to Respond: Re-engage gently: “Just checking in — did that solve what you needed?”

SPELLING GRAMMAR AND ACCURACY: Capitalize with MINTS: M Mother’s Day is always the 2nd Sunday in May.

• Months, days, holidays -I
• The pronoun, I My sister and I got a Harry & David Tower of Treats for our brother. -N Tony sent his grandmother Cheryl’s Cookies for her birthday.
• Names (people, places, things) T
• Titles My favorite arrangement is the Floral Embrace. S
• Start of a Sentence For Passover, I’m sending my uncle Simply Chocolate® Happy Passover chocolates

• Punctuation: Small Marks, Big Meaning In chat, punctuation shapes tone, pace, and clarity. It tells customers when you’re confident, kind, or just…confusing. Getting it right makes your messages sound clear and professional. Getting it wrong can totally change the meaning.

WORKING ON ASK QUEUE// DETROIT MDC DNC SEND AS A MESAGE STATING THAT " WE NEED THE SERVICE TIME ASAP. BY: SHARON R.MAS NO.119664420// CHECK ORDER NOTES AND MESSAGES. AS PER CHECKING THE PREVIOUS AGENT ALREADY RESOLVED THE ISSUE. NO FURTHER ACTION NEEDED. DELETING MESSAGE FROM THE QUEUE ASSISTED BY SUP ID 15247 @@@1:05

WORKING ON ASK QUEUE//BALTIMORE MDC SEND AS MESSAGE STATING THAT "THIS IS GOING TO A CHURCH, WE CHECKED THE WEB AND THER'S NO INFO. WE CALLED THE CHURCH AND THERE WAS NO ANSWER. PLEASE PROVIDE THE CORRECT NAME, DATE AND TIME OF SERVICE. THANK YOU BY: JESUS L. MAS NO. 00054128// CHECK ORDER NOTES AND MESSAGES. AS PER CHECKING THE NOTES INCICATE CARD ISLE ID: 8UNP7 START TIME OF SERVICE IS 10:00 AM// CALLED THE CUSTOMER ASSISTED BY SUP ID 15247. CUSTOMER PROVIDED THE INFORMATION. SEND MESSAGE TO THE SHOP

THE PREVIOUS AGENT ALREADY RESOLVED THE ISSUE. NO FURTHER ACTION NEEDED. DELETING MESSAGE FROM THE QUEUE ASSISTED BY SUP ID 15247 //

4108078370 TEL NO.

HI MY NAME IS RANDY FROM 1800 FLOWERS JUST WANT TO CONFIRM IF THERE IS A SERVICES TIME FOR ZYAIRE LOCKLEY TOMORROW CLOWEY WAYNE 2900 SERVICE TIME 11 AM THE WAKE IS AT TIME 10 AM

WORKING ON ASK QUEUE//ROYAL FLORIST CA SEND A MESSAGE STATING THAT "Lynda wrote: Please contact customer to verify if the recipient is an employee or a registered guest. If she is a guest - i need to know the name of the person the room is under. If I you can not provide this information by 11:30, we will be unable to fill this order. IN the future, you should know to get this information to prevent delay of the clients order.// CALLED SUTOMER ROUTED IN VOICE MAIL. LEAVED A DETAILED MESSAGE. ASSISTED BY SUP ID 15247

NAME OF THE PERSON: ROOM NUMBER:

WORKING ON ASK QUEUE//THE ENCHANTED VINES LLC send us a message stating that Joanna wrote: driver already left, delivery can be done tomorrow. // Called the customer about Order#: 357576097 informing that the delivery can be done tomorrow. Customer agreed however customer mentioned that the lady at the recipients house stated that nobody come for the delivery. ASSISTED BY SUP ID 15247

WORKING ON ASK QUEUE//FLOWERAMA LAWRENCEVILLE P stating that the price increase due to cost product/hard goods. Requested price $149.99.//Approved price change ASSISTED BY SUP ID 15247. Sent messsage to the shop.

WORKING ON ASK QUEUE// CHICAGO MDC DNC send us a message stating that " PLEASE PROVIDE SERVICE INFORMATION by: MAS No 01907506 and PLEASE PROVIDE DECEASED NAME by: MAS No 01907506". Called the customer and ask for the information however call got disconnected. Check Legacy found the service information and name of the deceased. Willie Mae Allison Saturday December 06, 2025 Wake: 10:00 AM to 11:00 AM Service 11:00 AM to 12:00 PM at Douglas Park Baptist Church 1840 S. Kedzie Chicago, IL 60624 ASSISTED BY SUP ID 15247

deceased name:

WORKING ON ASK QUEUE//ALBERTSONS FLORAL #226 SENT A MESSGE STATINGTHAT NOT ABLE TO FILL ORDER, THANK YOU. CHECK ON MESSAGE. ALREADY BEING WORKED ON BY ANOTHER AGENT. DELETING MESSAGE ASSISTED BY SUP ID 15247

WORKING ON ASK QUEUE//SECRET GARDEN BY LEO sent a message stating that " HI WE DELIVER THIS ORDER TODAY ALREADY". checked message and order notes found none. case already resolved deleting message. ASSISTED BY SUP ID 15247. no further action needed.