Foreign Object/Red Alert Form The Foreign Object/Red Alert CSI and form is completed for The Popcorn Factory and Cheryl's Cookies when a customer or recipient contacts us about a foreign object found in their food gift item. This includes any complaints of illness, allergic reaction, or chemical taste. What to Say to the Customer Reports of ants/insects in the box does not require a Red Alert. Escalation Queue For all brands, we have an Escalation Queue, that is managed by your leadership team which will help you provide a better experience to our customers. This queue should be used for escalated customer situations that may require additional support. This queue is for voice and chat workloads. Before transferring, remember to: Use your de-escalation skills. Consult the supervisor to provide the information the customer or recipient shared. Chargebacks A chargeback is when a customer disputes a credit card charge, usually because it was unauthorized, fraudulent, or an error. The bank reviews the dispute and may reverse the transaction, unlike a normal refund handled directly by the merchant. If a chargeback included purchasing a Celebrations Passport membership, the membership will be automatically cancelled. Click here to for the related Knowledge Article. How to Identify a Chargeback If a chargeback has been processed, a chargeback alert will appear to prevent further refunds. Article KA-02028 ****Handling Privacy and Data Removal Requests Customers might ask us to: Delete their personal data Unsubscribe from marketing emails Close their account Stop the sale or sharing of their information These are called Data Subject Access Requests (DSARs) and are protected under privacy laws like GDPR, CCPA, CPRA, and others. These laws give customers control over their personal data and require us to respond within set timeframes. That’s why it’s important to follow the right process, form, or script for each type of request. Click here to for the related Knowledge Article. What to Say to the Customer Types of Privacy Requests Article KA-03560 *****Fraud Calls Some customer calls may involve unrecognized charges or potential fraud. Use this guidance to determine when a transfer is needed and how to handle the call. Verify customer information and review recent orders before transferring. Attempt to resolve the issue first whenever possible. Transfer only when necessary (suspected fraud, unrecognized charges, or cases flagged for Purchase Verification). If an order is marked as fraud in the Order Notes, DO NOT tell the caller it is suspected fraud, and DO NOT discuss the status of the order with the caller. DO NOT give instructions or speculate with customers or florists about how a purchase may have occurred or about an order's authenticity. DO NOT issue credit. DO NOT share or discuss information in the Order Notes. DO NOT transfer the following customer inquiries to purchase verification: Cancelled orders Authorization holds Passport renewals Price not as promised Article KA-01810 ****Manual Service Form During an ATLAS maintenance, you will be required to use the Manual Service Form because you will be unable to process any CSIs. Using the Manual Service Form allows you to capture important customer information to be able to process the CSIs after the maintenance has been completed.​ In addition, in case of an ATLAS outage you may also need to fill out this form.​ Do not use this form unless directed to by a Supervisor.  Article KA-03399 Article KA-03408 ***** How to Recognize and Handle Prank/Crank and Abusive Customer Calls Sometimes you may receive calls or chats that are not standard customer inquiries. These may be nuisance, prank, abusive, or obscene interactions—or signs of suspicious account activity. Hover over each box below for handling processes. Handling Crank or Nuisance Callers Indicators may include: Giggling or laughter in the background Heavy breathing Obscene language Strange or inappropriate questions Handling Abusive Calls: Indicators may include: Profanity directed at you personally Yelling or screaming Threats or derogatory terms Refusal to allow assistance Article KA-01521 ** Gift Clubs Customer Service Handling Orders are only placed online, and customer service issues (i.e. delivery issue) can be resolved just like any other 1-800-Flowers.com order. ​ These products are not promotion code eligible. If the customer calls back with instructions for future orders, place the notes on the original order in the series. ​ For customer service issues, please make sure that you are going into the order history and looking for the most current replacement or duplicate order number. ​ Note: The first order with the club code does not generate a replacement for quality issues.​ *** Create Your Own (CYO) Assortment -If a customer would like to change or update a component, you will need to process an order change and follow the steps: Select [Order Change] as your CSI type.​ On the CSI Resolution screen, select [Gift Change] as your detail code. Next under Select Action Type, you must click on [Change Order]. On the Order Change screen, click [Edit Components]. Select the components you would like to change/edit.    Once you have made the necessary changes, you must select [Save and Close]. Review your changes once more and then click on [Confirm Changes]. Then, you must click on [Apply]. Next, click on [Return to CSI]. You must complete the CSI by clicking on [Complete CSI]. **** Servicing Subscriptions Orders Key Points Customers MUST have a valid email address to order. Subscriptions can only be placed on the website. NOT every gift is subscription eligible. Frequencies that the customer can select 2 weeks 4 weeks 8 weeks Durations that the Customer can select Continue until I stop (will go on until the customer cancels) 3 months (will automatically stop) 6 months (will automatically stop) 12 months (will automatically stop) How to Search for Subscription Orders How to Cancel Subscription Orders How to Do an Address Change on Subscription Orders How to Do a Credit Card Change on Subscription Orders ***** Servicing Club Orders Pre-Pay Clubs Pay-As-You-Go Clubs Do NOT direct the customer to their online account! The customer should be directed to the website to log into their account to cancel or make changes. Cancellations Cancellations Delivery & Quality Issues Delivery & Quality Issues Order Changes Order Changes Article KA-01899 *** Cancelling Popcorn Club Orders Effective July 2025, we are not taking any new orders for TPF clubs; the existing ones will go through the end of the year. Be on the lookout for a new club offering Fall of 2027. Subscriptions are still available on select tins, and these can only be placed on the website. Identifying the Master Order Identifying the Sub Order Locate the Master Order. The Master will state 12 MO Club. This is the order that will need to be cancelled to cancel the remainder of the club.  There will be no need to issue a refund when cancelling the Master Order. If a refund is needed, it will need to be issued on the previous shipment. If the customer needs to be refunded on the current months shipment stating they had previously cancelled their order, that refund will need to be processed on the current months order. If we are still able to cancel the current month's shipment, we can do that as well. HOWEVER, if they want to cancel the remainder of the club, we must cancel the Master Order. There will be no need to issue credit when cancelling the Master order. ONLY REFUND THE CURRENT MONTHS SHIPMENT IF IT HAS ALREADY BEEN BILLED.