MAMA MO

Work smarter. Let the Master Queue guide you. Master Queue The Master Queue organizes MON work by what matters most. Always start here unless directed otherwise. This is how orders flow into the Master Queue.

Funeral Orders

Time Zone

Occasion

Delivery Date

ATLAS matches issues to your skills, so you see only the highest-priority work. You will learn how to review orders and the various rules associated with florist and GPT orders.

Florist Agreements These guidelines define how we partner with florists and help you resolve customer concerns quickly and consistently.

Where the order is going

1.) Business/Hospital/School

2.) Residence

3.) All Fruit Bouquet Orders

4.) International

Cutoff Window (recipient's timezone)

1.) 2:00PM Monday thru Friday 1:00 PM Saturday 11:30 AM Sunday

2.) 2:30Pm Monday thru Friday 1:00 PM Saturday 11:30 PM Sunday

3.)1:00 PM Monday thru Friday 12:00 PM Saturday 11:30 AM Sunday

4.) Look in F-11 to understand specific country guidelines; most require 2 business days advance notice

DELIVERY DEADLINE (recipient's timezone)

1.) Varies

2.) 8 PM

3.) 8 PM

4.) Varies

Communication Window

1.) 8 PM

2.) 8 PM

3.) 8 PM

4.) 2-3 Days

Florist Substitution Policy Review the 1-800-FLOWERS.COM® substitution guidance and familiarize yourself with the suggested substitutions provided on individual recipes throughout the Design Resource Guide (DRG).

DRG Follow the DRG when filling I-800-FLOWERS.COM® orders. Overall shape, size, and style of the arrangement must be maintained. Color Maintain shades and color combinations of the arrangement. Type Utilize similar type flowers (e.g., spike for spike, round for round). Substitutions should be of equal value.

Variety Prioritize variety over color in single variety arrangements. Container Use containers listed in the DRG, paying particular attention to style and color. Codified Never substitute codified products unless you receive the express consent of 1-800-FLOWERS.COM®.

Delivery Delay Request When a florist can’t deliver today, communicate, confirm, and care.

Same Day Delivery Before Cutoff or Future-dated Orders Check the WIR to see if there are other shops to fill the order. If no shops on the WIR, check LMF and FAF.

If shops are found, call and try to speak to 3 shops, making a maximum of 10 outbound calls.

Transmit the order or FIL the order with the shop as necessary. If there are no shops on the WIR, call the customer for approval.

Same Day Delivery AFTER Cutoff Call and speak to 3 shops, making a maximum of 3 outbound calls, to find a shop that can deliver the order today.

If a shop can deliver today, transmit the order.

If no shops can deliver today, and it's within calling hours, call the customer for approval. If its outside calling hours send an email.

If you get voice mail, leave a detailed message, then approve the original shop's request.

Price Change Request When a florist asks for a price adjustment, there are certain steps and considerations to follow BEFORE approving the change. Always check the order notes, history, and messages FIRST. Check the WIR to see if another BloomNet florist can take the order:

Florist is Found

1.)Select the new shop from the WIR.

2.)Send the order to the new fulfilling shop.

3.)Enter order notes.

4.)Cancel with the original shop by sending a message with the appropriate template and details.

Florist NOT Found

1.)Use SZP to expand the search.

2.)Select [WIR].

3.)Select [SZP].

4.)Choosing each zip code from the top of the list (the top florist is closest to the zip code on the order) will give you a new list of florists to send to.

International Florist NOT Found

1.)Approve the price change.

2.)Send the appropriate price change template to the original fulfilling shop

Answering Call for Price Change

1.)Price change requests transmitted electronically should be submitted through an ASK message. Price changes requested by phone by shops calling us can be approved for up to $10 without having to send an ASK message.

Same Day Delivery Before Cutoff/Future Dated

1.)Check the WIR for other shops to fill the order.

2.)If a shop is available, transmit the order.

3.)If not, approve the price requested.

-If the price is 50% of the merchandise amount or lower, you may approve the price change.

-If the price is more than 50% of the merchandise amount, approval of a team leader/supervisor is required. Their ID must be in order notes.