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Course overview Search for orders confidently using the best method for each situation.
Identify caller types and follow the correct verification steps.
Understand key screens like Messages, History, and CSI Summary
Create CSIs to resolve customer issues fast.
Deliver a good customer service experience that builds trust
Customer Service Inquiry (CSI) A Customer Service Inquiry (CSI) is a record opened in ATLAS to document any customer interaction related to an order.
When customers reach out with service-related questions or issues, opening a CSI ensures that every contact is captured and issues can be resolved efficiently.
Always Open a CSI Any contact — by phone, email, or chat — from a customer, recipient, florist, or shipper requires a CSI. Documenting every interaction provides a complete history for the order and helps maintain consistent, accurate service.
HOW TO SEARCH FOR AN ORDER Before opening a CSI, you need to locate correct order Search by order number is the preferred method of order searching.
order info Enter the order number in the order# field then click search or press F7, if there is a matching order, it will automatically open.
customer info If the customer does not have the order number, you can search by customer information. you can search by customer information. You can use first name, last name, email address, or phone number. name, email address, or phone number. results will appear under order selected.
recipient info You can search by recipient information. You can use first name, last name, or email address. Results will appear under orders selected.
order selected If you search by customer or recipient information the result will populate under orders selected and you will need to click select order or hit enter then you will access the order. Click more search results or F9 if you need to look up an order that is older than 90days.
Face of the Order The Customer
tracking number color indicator red= not completed and green= completed
Face of the Order: Key Features order note order history CSI Messages Replacement history View Florist lookup Florist/Vendor info Fill info Create CSI
Face of the Order: Product Information Occasion, Product number, Brand, Quantity, and Price Delivery time window (DTW) 9am-12pm, 12pm-3pm, or 3pm-6pm in the recipient's time zone Gift message
Caller types Customer Recipient Florist Vendor Outplacement Other
CONTACT TYPES Telephonic MON Third Party Other
100% Confidentiality apply to all caller types
DO not share any info
Understanding Authorization Statuses APPROVED APPROVED & CAPTURED AUTHORIZATION NETWORK TIMEOUT DECLINED
Reviewing Order Notes
ORDER HISTORY
top to bottom when the order was placed was placed on the web in the agent column it will show ID 1193 order confirmation email was sent(time and date) shows any CSI on the order and the agent who processed the CSIs.
Reviewing Messages Each message includes a code(like DLC or ASK) these messages help you understand order status
date the message was sent
time the message was sent
the name of the agent who performed the action
any message from an agent or the florist
shop code of the shop filling the order
Name of the shop sending the message
click on the envelope icon to review additional details
message types ASK- A communication such as a question ANS- response message to an ask CAN-send when 1800flowers cancels an order with a florist CON-acceptance of a cancellation DEN-a decline to the request for cancel HLD-the order is help DLC-delivery confirm from florist DLCA-indicates the florist made DLCF-delivery confirm from florist DLCU-delivery confirm from a vendor DLOU-message from the florist indicating the order is out delivery RES-resend order to florist DUP-the order has been duplicated FED-fedex status update FOR-original florist who was send the order pass the order to another shop to fulfill FRA-order has been marked as fund do not tell customer the order NEW-new order NTN-indicates the package has new tracking number ORDR-indicates that the order was send RED-the order has been relaced REJ-indicate the florist or vendor refused
How to Read a Previous CSI SEQ-you can view the problem descriptions, the status, date, created, date closed, who opened and closed the CSI and any credits
CSI closed by-sometimes, the agent who opened the CSI is not the same agent who closes it you should review all order notes before taking action
manager id-if an action requires manager approval
resolution-if you click on the envelope icon you can view the CSI and see more CSI detail
Envelope Icon ORDER INFO-product type, customer info, recipient info, credit issued, agent who issued the credit info
CSI info- problem code, detail, caller code , contact type,
RESOLUTION INFO-if a saving pass was issued, what kind of credit(partial full)
ADDITIONAL CSI INFO- fault code, status code, credit card status, wire status
Tracking an Order
Pay attention to the different statuses: The green color indicates what has already been completed. The red color indicates that it has not been completed yet.
FPT orders can be in the following statuses: transferred by bloomlink in bloomlink transfer queue successfully called out successfully transmitted hold order
GPT orders can be in the following statuses: confirmed@vendor in bloomlink express queue unread@vendor hold order
Face of the Order Alerts there may be times you see alerts
cancelled, or processed for delivery(no actions can be taken)
Order is in the REJ, FLE, or TLO queue(action is required)
Order is locked by another agent(action is required)
Lesson Summary Use Face of the Order & Message Types – These help you check order status, florist/vendor details, and understand message codes like ASK, DLC, and REJ.
Always Open a CSI – Any customer, recipient, florist, or shipper contact requires a CSI to document the interaction.
Watch out for alerts on the Face of the Order – Alerts tell you when you cannot create a CSI, make changes, or issue compensation.
Review Order Notes – Check order notes to understand previous actions, resolutions, and any refunds or adjustments
CSI order note order history order message
WHAT IS A CSI 1800flower.com status check receipt order charge cancel billing discrepancy delivery issue quality issue delivered wrong
cheryl's cookies cancelled non-delivery delivered with issue quality issue billing discrepancy order change gift issue status check receipt/confirmations foreign object/red alert
the popcorn factory 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
Status Check CSIs Important: 1-800-Flowers.com's delivery hours are between 9:00 AM and 8:00 PM in the recipient's time zone.
Unresolved - Leave CSI Open If the customer reaches out before the delivery window closes, we still have time! Open a Status Check CSI and leave it open (select Unresolved – Leave CSI Open as the suggested resolution).
Review Article KA-01504 for more information. Closing the CSI If a DLC posts after 8:00 PM in the recipient’s time zone, the CSI will automatically close. 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. Walkthrough in ATLAS
Click here to watch a video on how to leave a CSI open.
Deliver issue CSI
delivered early-can happen when florists/shippers make early deliveries due to weather.
not received-entered on the web/phone, or the recipient refused.
delivered late-incorrect information was entered on the web/phone or if a customer paid for a delivery time window(DTW).
flex delivery-be sure to review the order carefully and keep this in mind when working CSIs
Replacement Process and Management
Rules & Guidelines to follow-on the CSI resolution screen, you must use the replace order button to initiate the replacement process. This button triggers a cancel message- meaning a cancel message will automatically be sent to the shop when a manager override was not used to initiate the replacement.
how to process a replacement-
Billing Discrepancy CSIs-No Knowledge of Charge Some scenarios include if the customer says they did not place this order, multiple authorizations, order was placed by a third party
Passport purchased telephonically-This scenario is when the customer has a Passport membership but their benefits are not applying and is charged for shipping.
saving pass-This scenario is used when the customer reaches out with questions or issues with their Savings Pass.
Wrong amount-This scenario is used when the wrong amount was quoted, promo code applied the incorrect amount, credit was not applied, or the service charge was the wrong amount.
ReceiptCSIs email receipt/confirmation receipt of credit issued
CSI Guidelines & ATLAS Guided Navigation---While not listed in ATLAS, you should always offer to call the recipient and apologize before moving into the resolution options. This step shows empathy and helps rebuild trust. Review Article KA-03605 to learn how to offer apology calls.
compensation-Our compensation is based on what the issue is and includes redeliveries or full credit. You should never offer a full credit and a redelivery.
manager override-Important Notice 50% Partial credits have been removed as a compensation option, but ATLAS still displays them. You must not select 50% partial credits for the following CSI types: Delivery Issues (Delivered Early, Delivered Late) Quality Issues (All scenarios) Delivered Wrong (All scenarios) Please provide either a redelivery/replacement or a full (100%) credit. If ATLAS does not allow a full credit to be selected directly, use Manager Override.
Unresolved- leave CSI open--Use this solution whenever you cannot fully resolve a customer's issue.
For example, a customer calls to check the status of their order. It is before 8 PM in the recipient’s time zone, so the order still has time for delivery. In this case, you would leave the CSI open
Setting up a callback CSI Actions callback
Pyramid of Compensation-The Pyramid of Compensation is a guideline for deciding the order in which resolutions are offered
Price Change Messages-Always check the messages on the order. A price change may be needed if the florist requires extra funds or to recover a refunded amount
A price change occurs when a florist requests additional funds due to increased delivery costs or the cost of goods.