DUPLICATING AN ORDER

Article KA-03662

When helping customers, you may need to process a duplicate order. This usually happens when the original payment was declined but the customer still wants the order.

Important: Duplicating an order will charge the customer.

Order Change CSIs

What Can Be Changed The following information can be changed: customer information, recipient information, product, promotion, card message, and delivery date.

FPT Orders Changes requested on the day of delivery (before 8:00 PM recipient time) require florist permission.

GPT Orders The order status determines what changes are possible—review it carefully before proceeding.

Order Change Cancel Cutoff This shows when holiday orders can or cannot be changed or canceled by phone, including FPT and GPT orders and special exceptions.

Delivered Wrong CSIs

Add-On Some scenarios include missing add-ons, incorrect balloons received, or incorrect add-ons due to agent error.

Flowers / Plants Some scenarios include arrangements with incorrect flowers or plants, wrong colors, missing items, or substitutions that were not approved.

Container Some scenarios include containers that are the wrong color or substitutions not approved.

Personalized Product Some scenarios include missing personalization or incorrect personalization. Some scenarios include missing or incomplete food items.

Food Some scenarios include missing cards, cards that are smudged, illegible, or contain errors.

Card Process this CSI type only for missing, incorrect, or wrong items. Do not use it for product quality issues like damaged, spoiled, or items with low perceived value.