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NOTES FOR CHAT

OPENING SPIEL CHAT

( 1800 FLOWERS )

Hello! Thank you for contacting 1-800-Flowers.com. My name is ____ and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

( SIMPLY CHOCOLATE )

Hello! Thank you for contacting Simply Chocolate. My name is _____ and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

( FRUIT BOUQUETS )

Hello! Welcome to Fruit Bouquets by 1-800-Flowers.com. My name is ____ and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

( SHARI'S BERRIES )

Hello! Thank you for contacting Shari's Berries by 1-800-Flowers.com. My name is _____ and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

( THE POPCORN FACTORY )

Hello! Thank you for contacting The Popcorn Factory by 1-800-Flowers.com. My name is ____ and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

( CHERYL'S COOKIES )

Hello! Thank you for contacting Cheryl's Cookies by 1-800-Flowers.com. My name is ____ and I will be happy to assist you. Please give me 1-2 minutes to review your chat with the virtual assistant.

** REITERATING THE CUSTOMER'S CONCERN - WITH APOLOGY AND TAKING OWNERSHIP **

-Quality Issue Thank you for your patience. I apologize that the product you ordered did not meet your expectations. We value your business and would like to resolve this issue for you.

** CANCELLATION OF THE ORDER **

Thank you for your patience. I see that you are reaching out to cancel an order. I'll be glad to check that for you!

( How to save the order from being cancelled )

-1st offer – No Issue (Customer doesn’t want to proceed with the order)

Thank you for patiently waiting. I understand, and I know that you want to cancel this. I can process that, however, I would like to give you some options that you might want to consider. How about we reroute this order to a different recipient for any upcoming occasion. Would that work better than cancellation?

Not a problem. I will now process the cancellation of this order, please give me a moment to complete the refund.

Thank you for your patience. I’ve processed the cancellation of your order and issued a full refund of $59.55. Your refund is being processed and will be applied to your original form of payment. The receipt of your refund has been processed, and you should receive it within 24 hours. Again, we sincerely apologize for the inconvenience.

  1. THANK THE CUSTOMER FOR VALIDATING AND PROVIDING THE VERIFICATION INFORMATION
  2. REVIEW THE ORDER
  3. PROVIDE RESOLUTION SALES: OFFER ITEMS ON WEBSITE; IF THE CUSTOMER'S INQUIRY IS ZCCO - OFFER A DIFFERENT ITEM SERVICE: OFFER 3GP; FOLLOW THE HIERARCHY OF COMPENSATION -- ALWAYS!!!
  4. PROCESS THE COMPENSATION
  5. SUMMARIZE THE COMPENSATION
  6. ASK FOR ADDITIONAL ASSITANCE

Is there anything else I can help you with?

You're very much welcome! Have I addressed and resolved all of your concerns today?

  1. CLOSING SCRIPT (MAKE SURE TO SELECT THE CORRECT BRANDING)

( 1800 FLOWERS )

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with 1-800Flowers.com. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with 1-800Flowers.com and have a good day! If you need further assistance please feel free to reach out again.

( SHARI'S BERRIES )

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with Shari's Berries. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with Shari's Berries and have a good day! If you need further assistance please feel free to reach out again.

( 1800 BASKETS )

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with 1-800-Baskets.com. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with 1-800-Baskets.com and have a good day! If you need further assistance please feel free to reach out again.

( FRUIT BOQUET )

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with Fruit Bouquets.com. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with Fruit Bouquets.com and have a good day! If you need further assistance please feel free to reach out again.

( SIMPLY CHOCOLATE )

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with Simply Chocolate. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with Simply Chocolate and have a good day! If you need further assistance please feel free to reach out again.

( THE POPCORN FACTORY )

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with The Popcorn Factory. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with The Popcorn Factory and have a good day! If you need further assistance please feel free to reach out again.

( CHERYL'S COOKIES )

I hope you are extremely satisfied with the service that I provided today. At the end of this chat, you will receive a survey link asking you to rate your experience with me, and your experience with Cheryl's Cookies. Please click the link you'll find at the bottom of this window when our chat ends. Thank you for chatting with Cheryl's Cookies and have a good day! If you need further assistance please feel free to reach out again.

Thank you, please give me 1-2 minutes, and I’ll be right with you. I apologize for the delay; please allow me another 1-2 minutes to finish reviewing your order. Please give me 1-2 minutes, and I’ll be right with you. Please hold for 1 - 2 minutes while I check that information. I'm sorry that it takes too long. Please, bear with me and please stay on the line for a minute or two. You're most welcome! Please give me a minute or two to process this for you. You're most welcome! Please give me a minute or two to process this for you.

DELIVERY ISSUE

1st ATTEMPT - REDELIVERY WITH 15SP

Thank you for patiently waiting. We apologize for what happened with your order. I’m more than willing to process a redelivery at the earliest available time at no additional cost. Since we also want to make up for the inconvenience, we will send a $15 Savings Pass via email good for your next purchase with us. How does that sound?

2nd ATTEMPT- REDELIVERY WITH REFUND OF SHIPPING AND $15SP

We really apologize for the inconvenience this has caused you. I’m more than willing to process a redelivery at the earliest available time at no additional cost, and I would be happy to process the refund of your shipping fee with the $15 Savings Pass for a future order. Would that be okay?

IF CUSTOMER INSIST IN "FULL REFUND" FULL REFUND WITH $15SP

I am so sorry that your order did not arrive to your recipient as scheduled. I will be more than happy to process a full refund for you. Please know that an exclusive $15 savings pass is still on its way to you, and you can use this on your next purchase. Please give me a minute or two to complete this.

IMPORTANT NOTE: This should be offered if the customer is not requesting a specific amount.

We completely understand where you’re coming from and sincerely apologize for the inconvenience. I’m more than willing to process a redelivery at the earliest available time at no additional cost and I would be happy to offer you a 50% refund to your order with the $15 Savings Pass for a future order. Would that be okay?

** DELIVERED WRONG/ QUALITY ISSUE **

1st ATTEMPT - REDELIVERY WITH 15SP

Thank you for patiently waiting. We apologize for what happened with your order. I’m more than willing to process a redelivery at the earliest available time at no additional cost. Since we also want to make up for the inconvenience, we will send a $15 Savings Pass via email good for your next purchase with us. How does that sound?

2nd ATTEMPT - 50% REFUND AND 15SP

I completely understand where you’re coming from. Since you feel that you did not get what you ordered, I would be happy to offer you a 50% refund to your order with the $15 Savings Pass for a future order. Please allow me to do this for you.

FULL REFUND WITH 15SP- IF CUSTOMER INSIST

I am sorry that the arrangement did not meet your expectations. I will be more than happy to process a full refund for you. Please know that an exclusive $15 savings pass is still on its way to you and you can use this on your next purchase. Please give me a minute or two to complete this.

** IDLE SCRIPTS **

I haven't heard from you in a while, do you need more time?

Are you still with me? Looks like you may have stepped away. I am going to disconnect this session, but if you still need assistance please feel free to message us again. Thank you for reaching out to 1800flowers.com.

CCO FEDEX SMARTPOST

I have verified that your order was shipped via FedEx Smartpost and is not a guaranteed method of delivery. We allow 5-7 business days transit time for this shipping method. The only way to guarantee your gift will arrive on a specific date is to use our upgraded shipping method which is Fed Ex Overnight Air.

**** FEDEX GROUND DELIVERY ****

I have verified that your order was shipped via FedEx Ground and is not a guaranteed method of delivery. We allow 3-5 business days transit time for this shipping method. The only way to guarantee your gift will arrive on a specific date is to use our upgraded shipping method which is Fed Ex Overnight Air.

** SOMEONE'S WORKING **

, thanks for holding. It looks like someone else from our team is reviewing your order at the moment, and I am unable to access it fully. I am sorry about this. Please give me a moment while I'm gaining access to your order.

** PLACE ORDER OVER THE PHONE **

We apologize for any inconvenience you experienced while placing your order online. I'll be glad to assign one of our sales specialists to call you and help you place this order. May I have your full name and phone number, please?

** STANDARD DELIVERY TIME **

Our guaranteed delivery hours are from 9 am to 8 pm going to residences, and 9 am to 5 pm going to business. Rest assured that it will be delivered as early as possible. You will receive an email notification once your order is out for delivery and a delivery confirmation once your order gets delivered.

** CUSTOMER ASKING FOR FLORIST'S INFORMATION **

I'm afraid that we're not allowed to disclose any information regarding with our florists in line with our company's policy. I do hope you understand.

** PURCHASE VERIFICATION (FRAUD) **

Thank you for patiently waiting. I sincerely apologize for the inconvenience. To ensure we fully resolve any concern with your account, please call our Purchase Verification department at 866-521-8029 between 8am to 11pm Monday to Thursday and 7am to 11pm Friday to Sunday or send an email at lossprevention@1800flowers.com. One of our specialists will be able to help you.

*** If the customer objects to call the special handling team***

I am sorry as the situation is beyond our access. Believe me, XXXXX, I would have checked your order right away if only we have access to their system. 80906

Patricia, your replacement order number is 358805268 and will be delivered on Friday, December 12th 2025. This order will be sent at no additional cost to you. You can track the progress of the replacement online by entering the new order number and your recipients zip code on our customer service page. Please allow approximately 30 minutes for your new order to display online.

** REFUND PROCESS **

And I processed the refund of your shipping charge a refund of $59.36. Your refund is being processed and will be applied to your original form of payment. The receipt of your refund has been processed, and you should receive it within 24 hours. Again, we sincerely apologize for the inconvenience. Along this you will have the $15 savings pass that you can use for your future orders you will received it within a week.

Thank you for patiently waiting, Upon checking your order it was already refunded and it will apply to your original form of payment it depends on your financial institution

** DON'T YOU SEE MY CHAT HISTORY? **

I apologize for any inconvenience, but I am only able to view a limited portion of your conversation with our chatbot. If you could kindly provide additional context or details, I will be better equipped to assist you.

** CAN'T VIEW IMAGE **

I apologize for the inconvenience, but I am unable to view any images sent on my end. Could you please provide the information in text format here in the chat? Thank you for your understanding.

** IF ORIGINAL ITEM WAS NOT AVAILABLE FOR REPLACEMENT **

Please accept our apologies. The original product you ordered is no longer available; however, we have some lovely items that are available to send to your recipient. Would you like me to post some suggestions for you?

** MIRAKI ORDER **

Thanks for bringing this up to us, XXX. As a business, we can see how frustrating this issue can be. I sincerely apologize to you as our loyal and much-valued customer as we failed to deliver the order as requested. In order to resolve your issue to complete your satisfaction today. You may need to call our Priority Team at 866-257-7779. We hope for your understanding and further cooperation.

** Personalization Mall (PMALL) **

Thanks for bringing this up to us, XXX. As a business, we can see how frustrating this issue can be. I sincerely apologize to you as our loyal and much-valued customer as we failed to meet your expectations. To further assist you please call our Personalization Mall customer service hotline at 1-866-386-8300. We hope for your understanding and further cooperation.

** ORDER MORE THAN 90 DAYS **

Thank you for waiting. I’m trying to pull up your order, and it appears in my system that the order was placed more than 90 days ago. I will provide you with the phone number of the appropriate department that can assist you further.