MON 1

ASK / ANS , TLO, & REJ Queues

ASK - When a Florist Needs Information -A florist can’t finish an order until they hear from us. Maybe they need a price approval, a substitution decision, or delivery details.

Your focus: Provide complete answers quickly, so they can design and deliver on time

ANS -When We Respond -This is where clarity matters most. You’re sending answers that either free up or delay an order.

Your focus: Be accurate and specific. Reference the question, confirm the solution, and document the action taken.

TLO - When We Call It Out Some orders don’t transmit automatically and need a personal touch. You contact shops directly to place and confirm the order.

Your focus: Call the preferred shop first, then follow the Search Protocol (WIR → SZP → LMF/FAF). If no shop can take it, call the customer to offer a replacement option.

REJ - When a Shop Can’t Deliver -A rejected order means a customer’s moment is at risk. Your job is to find another shop or a new solution fast.

Your focus: Work the Search Protocol in order (WIR → SZP → LMF/FAF). Before cutoff/future dated: Speak to 3 shops / max 10 calls After cutoff or weekend: Speak to 3 shops / max 3 calls If none are available, call the customer to offer a GPT replacement and document fully.

Tip: For sympathy orders, always call the florist before transmitting and set a callback if needed.

atlas - ACTION > MAST ( Master Queue Process )

BloomNet® Calls & Florist Codes Know who you’re speaking with and what rules apply.* Florists communicate through messages or calls.

When a BloomNet® florist calls, they’re part of our network, We share delivery standards, pricing, and policies.

Universal florists aren’t under contract, so some rules differ.

Always confirm the florist type before approving substitutions or price changes. This determines what you can authorize.

Occasionally, a florist may call with a question about the BloomNet® program or a Bloomlink-related issue.

Only the following types of calls should be transferred to the BloomNet team:* -Florist cannot accept additional orders -Bloomlink system or technical issues -Shop-to-shop orders

How to identify a shop-to-shop order:* -The order cannot be found in ATLAS -The florist mentions, “I sent an order” -When asked, the florist confirms the order came from another florist — not 1-800-FLOWERS.COM

IMPORTANT Only these examples should be transferred to BloomNet. Do not transfer any customer service–related orders to the BloomNet team.

Florist Agreements