spi-morca@1800flowers.com Backburner2025!@ Jordan Maria it began nearly 50 years ago, Jim Mccann- founder/chairman Innovator Philanthropist Visionary Adolfo Villagomez - Chief executive officer ( May 2025 ) ( 1st leader outside the Mccan family ) - Building on the company's strong foundation, leading 1-800-Flowers.com Inc. into transformational era focused on innovation,growth, and connection - Digital Innovator - Proven Leader -Strategic Visionary Connecting people and celebriting life moments  Adolfo Villagomez first CEO connection confidence  convenience theyre focusing on meaning  American cosnumers buy with their hear and mind gifting is emotional customers expect speed,quality,personalization adn empathy confidence and convenience make emotional purchases feel secure every interaction is a chance to create connection, and connection builds loyalty floral five**************************************************************************************************** 1-800 flowers.com Sharis berries 1-800 basktes.com simply chocolate fruit bouquets 1-800 flowers.com////////////////////////////////// founded in 1976-Jericho Newyork Popular flowers and plants: Flowers -roses -lilies, -sunflowers -tulips plants -succulents -orchids -rose plant -bonsai -gardenia sharis berries///////////////////////////////////////// founded in 1989-headquarter Jericho New york Common occation -mothers day, valentines day, holiday season Popular toppings: sprinkles milk chocolate dark chocolate sugar crystals toffee grounds 1-800baskets//////////////////////////////////////////// launched in 2009 Popular products://///////////////////////////////////// -majestic grandeur gourmet gift basket -signature collection gift basket -deluxe balsam gift basket Popcorn Factory///////////////////////////////////////////////// founded in 1979-melrose park, illinois Popular Flavors://///////////////////////////////////////// -Butter -Cheese -Caramel -White Cheddar -Cookies&Cream Simply Chocolate///////////////////////////////////////////// Launched in 2017-Jericho Newyork Popular Products:////////////////////////////////////////// -simply chocolate Colossal Truffles -Knipschildt exclusive chocolate treasures Gift Box -Kohler Rare Facets Chocolates Fruit Bouquets//////////////////////////////////////////////////////// Founded in 2011-Jericho, New york Popular Fruits: -Apples -Strawberries -Grape -Cantaloupe -Honeydew Melon -Pineapples -Oranges Cheryl's Cookies////////////////////////////////////////////////////// Founded in 1981-Westerville, Ohio Popular Flavors://////////////////////////////////////////// -Buttercream Frosted -Chocolate Chip -Sugar -Oatmeal Raisin -Frosted Triple Chocolate Lesson Objectives  1. Identify key gifting occasions and the emotions customers associate with them 2.Explain how customers interact with ATLAS brands and their shopping behaviors 3.Navigate our website to locate products by occasions, dietary needs, and categories 4.Differentiate among the main product types available across ATLAS brand 5.Select suitable products based on occasion and customer and preferences ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ATLAS Brands' Websites******************************************************************* 1-800-Flowers.com - https://www.1800flowers.com Cheryl’s Cookies - https://www.cheryls.com The Popcorn Factory - https://www.thepopcornfactory.com Shari’s Berries - https://www.berries.com Fruit Bouquets - https://www.fruitbouquets.com 1-800-Baskets.com - https://www.1800baskets.com Simply Chocolate - https://www.simplychocolate.com ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- FPT  fpt products is already arranged when it arrives GPT ( No special request ) gpt products will arrive in a box and they are not hand-delivered by local florist the recipients needs to arrange themselves Article KA-01427 Flower Color Meanings Roses Red: love, romance Pink: admiration, gratitude Yellow: friendship, joy White: remembrance, new beginnings Daisies White: innocence, purity Pink or Mixed: cheerfulness, playfulness Tulips Red: deep love Purple: royalty, admiration Yellow: cheerfulness, happiness Peonies Pink: romance, good fortune White: apology, honor, respect Often used for weddings and heartfelt occasions Orchids Purple or Pink: elegance, admiration White: thoughtfulness, beauty Ranunculus Pink: admiration, attractiveness Yellow: radiance, charm Often chosen for their romantic, whimsical look Lilies White: sympathy, purity Pink: compassion, prosperity Orange: passion, confidence Sunflowers Yellow: happiness, positivity, gratitude A perfect pick-me-up for Get Well or Thank You gifts Carnations Pink: gratitude Red: admiration, affection, love White: pure love, good luck Plant Why Choose It Bonsai Symbolizes harmony and patience. A unique, artistic gift that shows thoughtfulness and care. Great for offices or as a centerpiece. Gardenia Fragrant and elegant. Great for romance or sympathy gifts. Symbolizes purity and peace. Dish Garden A mix of different plants in one container. Versatile and low-maintenance. Perfect for birthdays, thank-you gifts, or corporate settings. Trees Symbol of strength and endurance. A memorable gift for milestones like housewarmings or anniversaries. Bamboo Associated with good fortune and prosperity. A great option for congratulations, new jobs, or housewarming. Succulents Easy to care for and trendy. Perfect for younger recipients, minimalists, or office desks. Symbolize resilience and endurance. Snake Plant Extremely low-maintenance and air-purifying. Great for modern spaces or office environments. Symbolizes tenacity and clean energy. Cutoff Times (Based on Recipient's Time Zone) Day of the Week Residential Business Weekdays (Monday to Friday) 2:30 PM 2:30 PM Saturday 1:00 PM 1:00 PM Sunday 12:00 PM 12:00 PM same day delivery is not applicable on GPT Article KA-01235 Article KA-01235 ------------------------------------------------------------------------------------------------------------------- Font colors are used to help you quickly locate or understand information. Bright blue = Hyperlink or jump link (link to a section in the article). Bright red = Important/Critical/Prohibited/Warning/Callout Bright purple = Scripting/Verbiage Bold black = Header, lead in on a bullet, callout Bright green = Helpful Tips/Yes Orange = Deadline/Time Sensitive KA-03504 KA-03596 The Training environment is where you can practice using ATLAS and placing orders. This environment is for training purposes only and does NOT create a real order. The Welcome Screen will have the word Training in the top left if you are in the training system. The Production environment is to be used only when you have been given permission by your Trainer to place actual orders for customers. If you don’t see the “Training” label in the top left corner, you’re in Production — this is the live system with real orders and customer information. /////////////////////////////////////////////////////////////////////////////////////////////////////////// F2 : Edit addon in Recipient product/card mesg. screen F3: Pulls occasion list in Recipient product/card mesg. screen F5: Show/Edit CYO/Tower in Recipient product/card mesg. screen F6: Show/edit card mesg. in Recipient product/card mesg. screen F7: Show/Edit Wrap-up in Recipient product/card mesg. screen F8: Show Gift List F9:Terminate Order F10 : Exit F11: Products and Promotion /////////////////////////////////////////////////////////////////////////////////////////////////////////// Article KA-01175 1.Press [Tab] on your keyboard to reach the Customer First Name field. 2.Enter the customer’s first name. 3.Press [Tab] on your keyboard to reach the Last Name field. 4.Enter the customer’s last name. 5.Press [Tab] on your keyboard to bring up the Customer Details screen. Us - 5 numbers for us zipcode with no space Ex. 1175 Canada - 6 character ( letters and numbers and a space between them) Ex. M5R 1H8 Can International- Zipcode field must be left blank ( always enter OS Stands for Overseas ) and phone numbers must be included Article KA-01000 Article KA-01934 Article KA-02205 Californians must be presented with their order total including service fees/all mandatory charges BEFORE they complete the transaction due to the Price Transparency Bill. This is why it is important to capture their zip code on the Welcome Screen. Article KA-03494 - CA transparency law welcome screen - product - card message - F6 - ****************** How Customers Sign Up************************************************** Customers can join anytime while shopping: On the Product Page, Enrollment Page, or at Checkout Through the mobile app By calling YOU, our Customer Care team Customers must have a valid email to enroll If they don’t have an account, one is created automatically. They’ll get a welcome email with: How to sign in How to reset their password How to start using their benefits and perks The Celebrations Passport® Points and Tier Program was retired on June 25, 2025. Customers may contact you with questions about the change. Refer to Article KA-01493 for FAQs and step-by-step guidance on handling these inquiries. Article KA-03595- teach how to use a passport Scenario: The customer is unhappy with the cost of shipping.*************************** -“I see there’s a shipping fee on your order. With Celebrations Passport, you’d get free standard shipping and no service charge for a whole year—for just [INSERT PRICE]. Would you like me to add it for you today?” Scenario: The customer has a promo code and wants to save even more.: -“That promo code helps with the product price. With Celebrations Passport, you also save on shipping and service charges all year. It’s only [INSERT PRICE]. May I sign you up?” Scenario: The customer says they don't order often. -"Even if you don’t order often, Celebrations Passport works across all our brands and lasts a full year. It’s only [INSERT PRICE]. Would you like me to add it to your order today?" Scenario: The customer places more than 1 or 2 orders throughout the year. -"If you place more than one or two orders a year, Passport pays for itself. You’ll get free shipping and no service charges for just [INSERT PRICE]. May I go ahead and add it?​​​​​" Scenario: A customer is placing a last-minute order. -"If you’re sending something last-minute, Passport gives you free standard shipping and lower express rates. The price is only [INSERT PRICE]. Would you like me to add it to this order?​​​​​" you can find the terms & condition in 1-800 flowers website Connection + Empathy = Stronger Service Ask, Clarify, Resolve Every Interaction = A Moment That Matters the promo code is in the right side of the page credit card number is the end of the order we open csi when the customer is florist Search for an Order - Article KA-03653**** The tracking numbers are only available for GPT order or vendor order we are no longer offer a 50% refund to the customer DTW is only available in a certain time area *********** Article KA-01530-Reviewing Order Notes********* DTW- Delivery Time Window request******* we can process refund if the order did not receive between 8am-12nn Message Types************************************************************************************* NEW – New Order. NTN – Indicates the package has a new tracking number. ORDR – Indicates that the order was sent to a vendor via Bloomlink. REP – The order has been replaced. REJ – Indicates the florist or vendor refused the order and sent the order back to 1-800-Flowers. In most cases, the message will include the reason for the "reject" such as product not available, too late for delivery, or price. ( ask for replacement - ask for another product - offer a vendor product ) s DUP – The order has been duplicated. FED – FedEx status update, such as confirmation of Pick-up or Delivery Confirmation. FOR – Original florist who was sent the order “passed” the order to another shop to fulfill for a variety of reasons. FRA – Order has been marked as fraud. DO NOT tell customer the order is marked as fraud. Take no action on this order and provide customer phone # for Purchase Verification (866-521-8029) ASK – A communication such as a question, request for a price change, or providing/asking for status information. ANS – Response message to an ASK. CAN – Sent when 1-800-flowers cancels an order with a florist. CON – Acceptance of a cancellation. DEN – A decline to the request for cancellation. HLD – The order is held. DLC – Delivery confirmation from florist. DLCA – Indicates the florist made a delivery attempt but was unsuccessful. DLCF – Delivery confirmation from florist. DLCE/DLCU-delivery confirmation from a vendor DLOU – Message from the florist indicating the order is out for delivery. This is not a confirmation of delivery. RES – Resend order to florist. FPT Product - do not have a tracking number Article KA-03613 - Tracking an order If it is in REJ, locate another shop to send the order to.​ If it is in FLE, locate another florists outside of the WIR and do a Fill Box, or do an Order Change CSI with the customer to a vendor product (if possible) as there is no shop in the area. If it is in TLO, we must call the shop listed and provide all order details over the phone. The shop must also agree to payment by check and a FILL box must be filled out. When a customer calls regarding an order that is locked, please let the customer know the order is being processed and offer a callback to take place within 30 minutes. 1-800 flowers csi type**************************************************************************** - status check - receipt - order change - cancel - billing discrepancy - delivery issue - quality issue - delivered wrong cheryls cookie csi type**************************************************************************** - Cancelled Non-Delivery Delivered with issues Quality Issue Billing Discrepancy Order Change Gift Issue Status Check Receipt/Confirmations Foreign Object / Red Alert Popcorn factory csi type*************************************************************************** - Status Check Incorrect Gift Received Cancel Order Gift Message Personalization Product Quality Address Error Foreign Object / Red Alert Return Gift Duplicate Gift Website / Catalog Error Billing BGS Receipt/Confirmations Order Change Article KA-01003 - CSI type Turning Off Passport Auto-Renewal***************** If a customer contacts us to disable their Passport auto-renewal, you should open a Status Check CSI. Use the Detail Code: Customer Checking Status of Order and the Reason Code: Turn Off Auto-Renewal. The suggested resolution is No Compensation Allowed. if the order is going to international - should chect the Recepient/Product/Card Mesg. !! REPLACEMENT ORDER DO NOT CHARGE THE CUSTOMER !! Reasons to offer a replacement:​************************************************************************ The wrong gift was received.​ The wrong flavor/color/size/etc.​ Contents/components arrived in poor condition.​ Agent entered the address incorrectly.​ A hard good (vase, tin, cookie jar) was broken or damaged.​ Reasons we would NOT offer a replacement:​************************************************************** Customer Errors​ Personalized Gifts​ Offer to refund the customer and have the customer place a new order on the website.​ OR we can resend a gift without personalization.​ Two replacements have already been sent CALLER TYPES****************************************************************************************** -customer -recipient -Florist -Vendor -Outplacement -Others Duplicating order **************************************************************************************** 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. ( they will pay the duplicate item Article KA-03662-Duplicating an order Order Change CSIs - ( need to ask the florist permission if the order canbe cancel )******************************************** 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. You will then be required to get your supervisor to enter a password to proceed in processing the replacement order.​ You MUST send a cancel message to the original florist if you got permission to process the replacement.​ If the replacement order is being transmitted to the same shop as the original order, send an ASK message on the replacement order letting the shop know that the original order has been replaced.​ If a change is necessary and will cause a delivery issue if not corrected, send an ASK message to the florist to attempt to inform them.​ For example, if the customer entered the wrong apartment number, send an ASK message with the correct apartment number. ​ If the florist states that there is no time or the florist cannot be reached, the order change cannot be processed.​ If it is too late to make any changes, what you can say to the customer: ​"I'm sorry. It is too late to make changes as the gift has already been prepared for delivery" or "I'm so sorry. It is too late to make changes to this item as the gift has already been shipped." GPT Orders///////////////////////////////////////////////////////////////////////////////////////////// The order status determines what changes are possible—review it carefully before proceeding. Identify the order status: Bloomlink Express Queue:-------------------------------------------------------------------------------- Complete the order change and close the CSI. Do not change a future delivery date to the next day—may be after vendor cutoff. Unread @Vendor: ( we can change because the order is not been read by the vendor )------- Send a CAN message to the vendor. REP the order. Make the change and complete the CSI. Confirmed @Vendor:--------------------------------------------------------------------------------------- Explain to the customer that the product has already shipped. Due to perishability, we cannot resell the item or make the requested change. Reasons to Assign an Order to a Shop:​************************************************************************************** The customer does not want a replacement sent to the same florist.​ The order is showing in the REJect queue and has not been assigned to a new shop.​ The order is showing in the FLE queue and has not been assigned to any shop.​ Another reason listed when checking messages on the order. WIR-OT-RES ----------------REDELIVERY/REPLACEMENT FIRST -PARTIAL CREDIT AMOUNT OF SERVICE FEE + $15 SAVINGS PASS FIRST Article KA-03599 - CANCEL CSIs//////////////////////////////////// DELIVERED WRONG CSIs************************************************************************************************** ADD ON Some scenarios include missing add-ons, incorrect balloons received, or incorrect add-ons due to agent error. ( OFFER THE CUSTOMER A REDELIVERY WITH A $15 SAVINGS PASS ) CARD Some scenarios include missing cards, cards that are smudged, illegible, or contain errors (OFFER TO CALL RECIPIENT TO READ THE CARD MESSAGE ) FLOWERS/PLANTS Some scenarios include arrangements with incorrect flowers or plants, wrong colors, missing items, or substitutions that were not approved ( OFFER THE CUSTOMER A REDELIVERY WITH A $15 SAVINGS PASS ) CONTAINER Some scenarios include containers that are the wrong color or substitutions not approved.( OFFER THE CUSTOMER A REDELIVERY WITH A $15 SAVINGS PASS ) FOOD Some scenarios include missing or incomplete food items.( OFFER THE CUSTOMER A REDELIVERY WITH A $15 SAVINGS PASS ) PERSONALIZED PRODUCT Some scenarios include missing personalization or incorrect personalization.( OFFER THE CUSTOMER A REDELIVERY WITH A $15 SAVINGS PASS ) Article KA-03605 to learn how to offer apology calls./////////////////////////// When leaving a voicemail message for the customer, use the following greeting:​ “Good morning/afternoon/evening, my name is (insert your name) calling from 1-800-Flowers.com. This is a message for (insert customer’s name).”​ When leaving a voicemail for the customer, use the following scripting:​ “We would like to speak to you regarding your order. Please reference (state order number) Please call us back at 1-866-521-8030. We are open 24 hours and any one of our specialists will be able to assist you. Again, our number is 1-866-521-8030.”​ PYRAMID COMPENSATION IS ONLY APPLIED TO FLORAL 5 Article KA-01450-Price Change Messages////////////////////// Article KA-01480-Understanding Fault Codes//////////////////// IMPORTANT INFORMATION******************************************************************** Savings passes should not be offered on sympathy orders. Only one Savings Pass issued per order—not per item or CSI's. Savings Passes MUST be issued on the original order, not a replacement. The Savings Pass number and PIN will download into the Order Notes within 24 hours. Article KA-01841-Savings Passes/////////////// Article KA-01684 - REFUND /////////////////// SHOPS HAS A FBO ( FRUIT BOUQUETS ONLY ) AND DNC ( DO NOT CALL ) WE ARE NOT ALLOWED TO CALL THE SHOP.//////////////////// ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- SERVICING INTERNATIONAL ORDERS*********************************************************** Scenario: Delivery date passed, florist hasn’t replied, no DLC. Do: Send DLC (Delivery Confirmation) request to florist. Inform customer it may take up to 48 hours for a response. Verify customer phone number; leave CSI open with detailed notes. If florist doesn’t reply in 48 hours: Contact customer. Cancel order. Issue full refund. Offer Savings Pass if appropriate (see Article KA-01841). Do NOT: Cancel and resend order (routes to same florist). Replace order (routes to same florist). Contact florist directly. Scenario: ATLAS shows no florist available to fulfill order. Do: Apologize to customer. Verify address is correct. Cancel order. Offer Savings Pass if appropriate (see Article KA-01841). Do NOT: Suggest sending order to someone in the U.S. instead. Customers want gifts delivered to the intended international recipient; redirecting can cause frustration. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- BLOOMNET CALL ( 866-256-6663 ) Delivery and Communication Windows*********************************************************** Look in F11 to understand specific country guidelines, most require 2 business days in advance -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- What is POD & Why it Matters ( POD CAN ONLY APPLY ON DELIVERY ISSUE CONCERN ) Photo Proof of Delivery (POD) is a photo taken by the delivery person showing where an order was dropped off. These photos are taken by Delivery Service Providers (DSPs) — third-party couriers such as DoorDash, Uber, Roadie, or Walmart — who deliver certain orders. Florists may also take photos for some orders. You will determine if the order is delivered via DSP by reviewing the photo's URL to see if it was delivered by one of the couriers mentioned. This is important because POD helps determine who is at fault (Customer, Florist, or Delivery Service Provider). This is used for customer-reported delivery issues (Not Received and Delivered Late) or Status Checks for FPT orders for 1-800-Flowers.com, FruitBouquets.com, and Shari's Berries. This does not apply to these CSI types: Delivered Wrong, Quality Issue, Cancel, or Billing CSIs. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- What Makes a Photo Valid? If a photo is valid, it is okay to share and describe to the customer. To be Valid in resolving a delivery issue, a photo must meet ALL of the following criteria: The photo was posted on the delivery date before 8pm (6pm for business) and within any requested DTW. The gift item is clearly visible (e.g., flowers, gift basket). The delivery address and the item both match the order details. An address or house number is visible and legible --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- What Makes a Photo Invalid, But Useful? If a photo has any of the issues below, it can be described to the customer, but you will still fault the Florist or Delivery Service Provider if the customer still says it was not delivered. The photo was sent outside of the delivery window (sent after delivery cutoff). The photo shows a bouquet delivered, but the house number is not visible. The photo shows an office building and bouquet, but the business name is not visible. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- How to Review a Photo in ATLAS?**************************************************************************** 1. Open the order in ATLAS. 2. On the Face of the order, Click on the thumbnail to view the photo. 3. Evaluate the photo. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Order Notes Requirements Your order notes must contain ALL of the following information: 1.Was a Photo Proof of Delivery on the order and was it Valid or Invalid? 2.Did you use the POD and describe it to the customer? 3.Did the customer accept the POD or did they say it still was not delivered? 4.Did you share the POD (via email or chat) with the customer? 5.What was the agreed upon resolution & compensation? ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ locate the florist https://www.1800flowers.com/blog/local-florists https://www.cheryls.com/retail-store-locations?srsltid=AfmBOor4yYx31okj9lM7BVkfc33ec2lgEILbLIoq-vD2kstah0A6qdhY ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ **DO NOT TOUCH*** EXEC SERV WORKING***WILL FOLLOW UP***​ Orders that can be worked will not have any asterisks or be noted as Exec Services.​​ Voice - soft transfer to the executive services team so they can assist the customer directly. Health/Injury, Property Damage, Mold & Foreign Object Form****************************************** What to Say to the customer: "Thank you for calling to let us know of your experience. I am sorry that this happened to you." -DO NOT accept any form of responsibility. -DO NOT agree to pay any medical expenses. -DO NOT give medical advice. -DO NOT ask for or offer reimbursement other than credit on order. Article KA-01259 Health/Injury, Property Damage, Mold & Foreign Object Article KA-03408 Health/Injury, Property Damage, Mold & Foreign Object Foreign Object/Red Alert Form*******************************Article KA-03408 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 customer -"I'm sorry to hear of this issue. I'll be happy to escalate this and someone will get back to you within 24-48 hours. Please keep any remaining product/containers as we may need you to send those back for further review." Reports of ants/insects in the box does not require a Red Alert -"I am very sorry to hear there were insects found in your gift, unfortunately, sometimes they can get into the box during transit. I'll be happy to reship a new gift to your recipient and send you a Savings Pass. Will that be alright with you?" Chargebacks*************************************Article KA-02028 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. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 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. What to say to customer "We take the privacy of your data very seriously. Our privacy notice details how and why we collect personal data, discloses the categories of personal data we collect and the categories of parties with whom we may share your data. We have a dedicated team of professionals whose responsibility is to address customer Privacy questions. You can reach them at PrivacySupport@1800flowers.com. Otherwise, if you have any other questions or requests unrelated to Privacy, I can certainly help you.” ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 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 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.​ 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. Handling Crank or Nuisance Callers///////////////////////////////////////////////////////////////// Indicators may include: -giggling or laughter in the background -heavy breathing -obsence language -strange or inappropriate questions Once suspicion is raised, try 3 times to qualify the caller using the following steps. "Are you calling to place an order today?" If the answer is YES, say: "Great! I'll be happy to help you with that." If the answer is NO, ask next question. "Are you calling regarding an order previously placed?" If the answer is YES, ask for the order number and perform an order search. If the answer is still NO, say: "I'm sorry, but this number is for our customers. Thank you for calling [brand name]." After 3 attempts, if the call is still suspicious and the caller hasn't provided valid order information, or if the caller says they are not calling for a valid business reason, you can release the call. Capture the phone number and log the call details in Dynamics. Notify your Team Supervisor, who can decide whether to block the number. Use the Prank Calls wrap up code to wrap up the call. Handling Abusive Calls///////////////////////////////////////////////////////////////////////// Indicators may include: -Profanity directed at you personally -Yelling or screaming -Threats or derogatory terms -Refusal to allow assistance If you experience this, provide the customer with the First Warning script. What to Say to the Customer: "I would like to be able to assist you, but if the inappropriate language continues, I will be required to end our call." If the caller continues, use the Final Warning script. What to Say to the Customer: "Due to the ongoing issue with inappropriate language, I will be ending our call at this time." Disconnect and use the Prank Calls wrap up code to wrap up the call. Fill out the Abusive Caller form. ///////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Clubs, CYOs ( CREATE YOUR OWN), & Subscriptions 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: 1.Select [Order Change] as your CSI type.​ 2.On the CSI Resolution screen, select [Gift Change] as your detail code. 3.Next under Select Action Type, you must click on [Change Order]. 4.On the Order Change screen, click [Edit Components]. 5.Select the components you would like to change/edit.    6.Once you have made the necessary changes, you must select [Save and Close]. 7.Review your changes once more and then click on [Confirm Changes]. 8.Then, you must click on [Apply]. 9.Next, click on [Return to CSI]. 10.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 cancel the subscription** *The customer should be directed to the website to log into their account to cancel. * *Tell the customer to: -Log in -Click on your name -Your Account -Manage Subscriptions -Click Cancel *If the customer does not want to or does not have access to their account: -Open a Cancel CSI. -The escalation form must be filled out so it can be cancelled in the backend. **How to Do an address Change on subscription orders** *The customer should be directed to website to log into their account for an address change. * What to Say to the Customer: “Subscription orders are best managed through your online account. I’ll be happy to walk you through it.” Tell the customer to: -Log in -Click on your name -Your Account -Manage Subscriptions -Click "Change Recipient" We can ONLY update the SUB order if it has not shipped. If the customer does not have access, the Escalation Form needs to be filled out. **How to do a Credit Card Change on Subscription orders** *The customer should be directed to the website to log into their account to do a credit card change. We CANNOT change the credit card for the life of the Subscription. We can only change the CURRENT order’s payment over the phone. * What to Say to the Customer: “Subscription orders are best managed through your online account. I’ll be happy to walk you through it.” *Tell the customer to: -Log in -Click on your name -Your Account -Payment and Billing -Add New Card *We can ONLY do this on a sub order if it has not shipped. 1.CAN message needs to be sent on the original SUB order. 2.DUP would need to be completed with new payment method. If they do not want to update on their online account, they would need to contact us prior to each order processing. Escalation form should NOT be filled out to update credit card. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Servicing Club Orders(CHERYL'S COOKIES) ////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// **Pre-Pay Clubs** Can  ONLY be placed on the website. Do NOT place over the phone, this order will not result in a shipment. You CAN offer to walk customer through how to place on website. Customers MUST have a valid email address to order. Duration: varies NOT Celebrations Passport® eligible. CANNOT make changes to the delivery date. Do NOT direct to their online account as customers. CANNOT make any changes and/or Cancel ANY Pre-pay Club. NO DUPs should be done on Pre-pay Clubs. This will charge the customer and will NOT ship. *Cancellations If the customer would like to cancel or credit is due: Code as CSI Cancel (if able to), if not, code as Non-Delivery / Not Shipped *For refunds: -Remember that for the Pre-Pay Clubs you will have to divide the total cost of the Master order by the duration of the club (3, 6 or 12) to issue a refund on the months due -Example: The total cost of a 12-month club is $220.00 and we are refunding the customer for 2 months -Divide $220.00 by 12 = $18.33 x 2 = $36.67, which is the amount to be refunded for 2 months * Solution will automatically default to Full Refund - please make sure we deselect and enter the refund amount due to the customer in the Partial Refund field * Escalation form NEEDS to be filled out to Cancel on the backend* *Delivery&Quality Issues Follow the CSI Guidelines. *Replacement needs to be done on Master Order. -Make sure to update the correct product code that coordinates with the month you are replacing. -Notes need to be detailed (Indicate what month you are replacing and why). *Order Changes We can ONLY update a Sub Order if it has NOT been processed for shipment. Do NOT change the delivery date. *Escalation form NEEDS to be filled out to make changes for future orders ////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// **Pay-As-You-Go Clubs** -Can  ONLY be placed on the website. Do NOT place over the phone, this order will not result in a shipment. -You CAN offer to walk customer through how to place on website. -Customers MUST have a valid email address to order. -Duration: Club continues until the customer stops it -Celebrations Passport® eligible -CANNOT make changes to delivery date. *Cancellations Tell the customer to: -Log in -Click on your name -Your Account -Manage Subscriptions -Click "Cancel" If the customer does not want to or does not have access to their account: -Open a Cancel CSI. -The escalation form must be filled out so it can be cancelled in the backend. *Delivery&Quality Issues Follow the CSI Guidelines. DO NOT do a DUP or Replacement of the Master Order. This can generate another Club to ship. Actions should ONLY be taken on Sub Orders. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Cancelling Popcorn Club Orders ( THE POPCORN FACTORY) 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** 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. **Identifying the Sub Order** 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. Connection -People give to show care, love, or appreciation, strengthening relationships with family, friends, and colleagues. Tradition & Culture -Holidays often come with longstanding customs; customers want gifts that help honor these traditions. Appreciation & Gratitude -Many gifts are expressions of thanks for support, friendship, or accomplishments. Celebration & Joy -Gifts create memorable moments and bring happiness to both the giver and receiver. **Setting Realistic Expectations** Just like people plan holiday celebrations, we help our customers by setting clear delivery expectations. Knowing each brand’s options ensures gifts arrive on time and bring joy to every recipient. Brand​ Delivery Options​ Restrictions/Notes​ The Popcorn Factory​ Ground, 2-day, and overnight via FedEx/USPS. APO/FPO No P.O. Box deliveries.​ deliveries (up to 5 weeks).​ Cheryl’s​ FedEx/USPS with guaranteed overnight for on-time arrivals. Delivered to mailrooms for ​ hospitals, hotels, or colleges. Harry & David​ ​ Specific date, overnight, and priority via FedEx/USPS.​ No deliveries to Foreign, APO/FPO or US Territories.For deliveries to a PO box, there's ​ ​ ​ a $6.99 surcharge, a phone number is required, and Express methods are not available 1-800-Flowers.com​ Same-day and specific date delivery via FedEx, No military base or P.O. Box deliveries for UPS, USPS, or local hand-delivery.​ flowers Order Change Cancel Cutoff** ( 1800 FLOWERS ) During the holidays for the Floral Five brands, a cutoff date is set after which certain changes or cancellations are no longer possible. This applies to Christmas orders, including both FPT and GPT orders. FPT* Beginning today xx/xx​ Effective for Christmas delivery​ No changes allowed to the product recipe or date​ No cancels​ Do not call or message a shop unless it will assist in a successful delivery TODAY​ GPT* Beginning today xx/xx​ Effective for delivery dates of xx/xx thru xx/xx​ Applies to Holiday Cancel and Order Change CSIs, regardless of wire status​ Confirmed/Read at Vendor is ALWAYS TOO LATE to cancel/change​ Exceptions to the Rules* Funeral and Sympathy orders If the customer says the recipient won't be home to receive the order or the order or the address is incomplete/incorrect, resulting in a Delivery Issue CSI. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Changes Allowed vs. Changes Not Allowed** Customer Information* Billing address, credit card information Recipient Information* Updating an address or phone number due to a misspelling or partially incorrect information (missing an apartment number) Promotion Code Adjustment* /////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Location Type**xxxxxxx This could lead to a zip code change. Recipe Change Card Message Product Selection Delivery Date Full Cancel of Order The only exception to full cancels is if the customer says they have made a mistake on the delivery date and the recipient will not be home to receive the order at all and it will result in a Delivery Issue CSI. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- No Delivery Time Requests (1800 FLOWERS) No Delivery Time Requests We do not accept requests for specific delivery times. Our florists and our delivery partners deliver between the hours of 9:00 AM - 8:00 PM in the recipient’s time zone.​ The only exception is funeral deliveries, where florists need the service time to ensure on-time delivery.​ What to Say to the Customer: "We cannot guarantee a specific delivery time, but we ensure your gift will arrive between 9:00 am and 8:00 pm in the recipient’s time zone."​ ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Customer or cardholder Name:* delivery date, recipient’s name Recipient:* Name, delivery date Florist or Vendor:* Recipient’s name, delivery date Third Party not on Order:* Can’t share details if the caller is verified we don't need to ask their name* if the customer information is populated, they are verified. DO NOT ask them to verify the information again.* if the customer details are missing, or the bot did not verify, continue with the next verification steps* --------------------------------------------------------------------------------------------------------------------------------------------------------------------- If the customer’s information is populated, they are verified. DO NOT ask them to verify the information again. The customer is verified if the Full name, Phone number, and Email address are filled out. **/////////////////////// 1.Current tab: Verified shows caller name. Unverified shows caller's phone number 2.Communication Panel: Verified displays the Customer's name. Unverified displays the caller's phone number 3.Transcript: Verified displays the phone number. Unverified does not display a phone number 4.Conversation: Verified shows the Customer Name. Unverified shows the caller's phone number 5.Customer Details: Verified shows the Customer Name, Email, and Phone Number. Unverified has no customer information and displays buttons to create a New Contact. 6.Timeline: Verified shows the Customer Name. Unverified shows nothing. 7.Queue: Both Verified and Unverified show the queue the caller came in on. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- If the Customer Details panel is blank, follow the verification steps based on who is calling and what can be provided.*** 1.Current tab: Verified shows caller name. Unverified shows caller's phone number 2.Communication Panel: Verified displays the Customer's name. Unverified displays the caller's phone number 3.Transcript: Verified displays the phone number. Unverified does not display a phone number 4.Conversation: Verified shows the Customer Name. Unverified shows the caller's phone number 5.Customer Details: Verified shows the Customer Name, Email, and Phone Number. Unverified has no customer information and displays buttons to create a New Contact. 6.Timeline: Verified shows the Customer Name. Unverified shows nothing. 7.Queue: Both Verified and Unverified show the queue the caller came in on. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Reference Articles for detailed steps,scripting and add additional information -Ka-01610 for atlas brand -KA-02956 for HB Brands //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Hold* You may need to place a customer on hold to review their order, consult a colleague, or access tools to help them accurately. Mask* You MUST mask the call when taking credit card info including the number, expiration, or tokens so it is not recorded. Wrap Up* Concluding a call effectively ensures accurate documentation and sets up smooth future interaction In Microsoft Dynamics, A summary is automatically generated within the transcript box at the end of customer interactions listing key details of the call. This process ensures traceability and assists in follow-up actions. This is NOT a substitute for Order Notes. Order notes act as a reliable record for both customers and agents. -For ATLAS Brands, order notes should be entered in ATLAS whenever an order is acted on. -For HD Brands, it is not required to enter order notes in the system every time an order is touched. You can use the conversation logs to confirm customer queries have been answered and include necessary notes for future references. //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ''thankyou for holding ( CUSTOMER"S NAME ) I have ( TRANSFER AGENT NAME ) he will take care of you, I will be disconnecting my self in the call now have a wonderful day " -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- *As the new agent, follow these steps for the accepting the Consult and receiving the transfer after the Consult.* 1.You will see a Consult come in as a call, press Accept. 2.You MUST manually change your presence to Do Not Disturb to prevent any other calls while you are consulting with another agent. 3.Consult with the first agent and get all necessary information such as: -Order # -Customer's Name -Issue the customer is having 4.The first agent will then introduce you to the Customer and begin the transfer. 5.The Consult portion of the call is finished, click the Leave button. 6.Enter a Wrap-Up Code. 7.Click X to close out the conversation. 8.Change your presence back to Available. 9Wait to be transferred (you will see the Unhold on your screen). *Receive the Transfer After the Consult* 1.Press Unhold to begin speaking with the customer and proceed with the call. 2.Enter a Wrap-Up Code. 3.Click Save & Close to close out the conversation. Can't Complete a Warm Transfer?* Articles KA-01096 and KA-03549 have instructions for transferring into a queue. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Hold: ''( Customer's name ) would you mind if I place you on a brief hold, about 1-2 minutes, while I obtain that information to you?'' ( customer agrees, and when you return to the line...) 'Mr. Smith, would you mind if I place you on a brief hold, ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- /////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Thankyou for calling 1800flowers.com! My name is Mike Jerome. How can I help you today? Please allow me to assist you in making sure that your sister's special day is one she will never forget. By the way, for what occasion would this be? That's such a thoughtful gesture on your part! I'm sure she's going to feel amazing. To get started may I have your first name and last name please? Thanks, ( Customer's name ). May I also ask for your phone number and zip code? Got it, Can I have the first and last name of the recipient, please? Thank you! To make sure I got It correctly, your ( Recepient's name ), is that correct? Perfect! May I have the zip code where the order should be delivered to? Thank you. This order is going to ( Recipients City, Recipients State ), Correct? >>>>>>>>>>>Next Screen>>>>>>>>>>> Thank you so much. May I ask if this is going to a home address or an apartment? ( Click the LOCATION TYPE ) ( Residence if it's home address ) Got it. May i have the recipient's name street address, please? ( Put the address on street address ) Thankyou. What i have here is 13th Street, 47 West, Correct? Thankyou. May i have the recipient's phone number too? To confirm, It's ( Recipients Phone Number ), right? Lastly, may I please have the email address of the recipient. Got it! Thankyou for confirming the information needed. May I have the item number of the product you want to send for your sister? ( If the customer didn't know the product code number to find ) Great Choice! Let me quickly check that for you, may I have place this call on hold for a minute or two? Thank you so much, please stay on the line >>>>>>>>>>F11<<<<<<<<< ( If the customer is on hold ) Thank you for patiently waiting, ( Customer's name ) I hope you're still there. I was able to find the item that you want. ( Product name ) ( Script/Details of the product ) and it comes in different sizes from small to extra-large. >>>>>>>>>>>>Select base code enter<<<<<<<<<<<<<<< I'm glad you asked. we have ( options of sizes of the product ) We have the ( Size and price from higher to lower ).Which size would you like to get for your sister? Allow me to check the availability of the ( If the customers want to purchase more than one and product name ). One moment please. Thank you so much. >>>>>>>>>>>>F2 Show/ Edit Addon<<<<<<<<<< ( if the customer wants to add on ) By the way ( Customer's name ), you mentioned earlier that your ( recipient ) ( occasion ) in on ( The date of the occasion ), right? Great that you asked! Allow me to check if we can deliver the gift on the ( date that customers wants to be delivered ) Thankyou for you patience. Looking here, we can deliver your gift on ( date that customers wants to be delivered ) Good News! I have placed and order you want for your ( Recipients name ), ( Qty. of the product and the name of the product ) Alright, please expect your gift to be delivered on ( Customers desired date to be delivered ) from 9AM to 8PM at the recipients time >>>>>>>>>>>>>F6 Show/Edit Card Messg,<<<<<<<<<<<<<<<<<<<<<<<< (Customer's name ) what would you like to include on the card? To confirm, your phone number is ( Customer's Number ), correct? -------------------------------------------------------------------FOR CELEBRATIONS PASSPORT----------------------------------------------------------- Thank you. I'm seeing here that the shipping fee is ( Shipping fee amount ), but you know what, ( Customers name )? You actually don't have to pay for regular shipping fee each time you place an order with us. What's even better is I can help you save a lot of money each year. Would you like to hear more about this? That's Great! We offer Celebration's Passport, which is a fantastic way to save! As a member, you'll enjoy free regular shipping for an entire year-all for just %19.99. And the best part? This benefit extends beyond 1-800-Flowers; it works across our entire family of brands. It's a great way to save on future orders. Let's to add this to your order today? ( If the customer agreed ) A perfect choice ! Allow me to process your celebrations passport right now, a moment please. >>>>>>>>>>>>>>>>>>>Previous screen<<<<<<<<<<<<<<<<<< >>>>>>>>>>>>>>>>>>> Add Recipient <<<<<<<<<<<<<<<<<<< I appreciate your patience, ( Customer's Name ). Let me confirm your information too so we can get your Celebrations Passport set up smoothly. Your name is ( Customer's name ), right? Great! Can I have your Billing address, please? Thanks! Just to make sure I got it correctly, your address is ( Customers address ), right? ( Put the zip code ) Perfect. And what's your email address? I'm currently enrolling you to the Celebrations Passport, please bear with me. >>>>>>>>>>>>>>>>>>F11 to search the celebration passport<<<<<<<<<<<<<<<<<< >>>>>>>>>>>>>>>>>> PRODUCT <<<<<<<<<<<<<<<<<< >>>>>>>>>F6<<<<<<<<<<< Put "PASSPORT" on product name -Check the earliest Delivery box- ------------------------------------------------------------------------------------------------------------------------------------------------------------------ ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- /////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------