1-800

18f 3188805118

Thank you for calling 1-800-flowers.com! My name is Sharmie. How may I assist you today? SB

Thank you for contacting Shari's Berries. My name is Sharmie and I will be happy to assist you. 18B

Thank you for contacting 1-800-Baskets.com. My name is ___ and I will be happy to assist you. FB

Thank you for calling Fruit Bouquets by 1-800-Flowers.com. My name is ___ and I will be happy to assist you. SC

Thank you for calling Simply Chocolate. My name is ___ and I will be happy to assist you. CCO

Thank you for calling Cheryl's Cookies. My name is ___ and I will be happy to assist you. TPF

Thank you for calling The Popcorn Factory. My name is ___and I will be happy to assist you. Is there anything else I can help you with? Thank you again for your business with [BRAND]. Have a good day/night.

You're very much welcome. Is there anything else that I can help you with today?

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

Thank you for providing your order number, xx.

For verification purposes, could you please verify your name, the recipient's name and the delivery date, please

For verification purposes, could you please verify the recipient's name and the delivery date, please

For verification purposes, could you please verify your name and your email address, please

Since you have been verified to our system, can I call you

SERVICE

Customer Caller ( Customer name, recipients name & delivery date)

Recipient/ Florist Caller ( Recipient name and delivery date)

passport Calls ( Customer first and last name & email address)

Thank you for doing business with us. Examples of Celebratory Statements

Celebratory statements help customers feel appreciated and acknowledged. Celebrating customer/recipient successes or milestones strengthens the relationship and creates a sense of partnership.

Birthday

🗣️ "Happy Birthday to them!"

🗣️ "That is so thoughtful of you!"

Wedding

🗣️ "Weddings are such happy events to celebrate!"

🗣️ "Congratulations to the happy couple!"

Anniversary

🗣️ "What a special day!"

🗣️ "Happy Anniversary!"

New Baby

🗣️ "Aww, a little one, how special!"

🗣️ "New babies are so precious!"

Housewarming

🗣️ "What a wonderful milestone!"

🗣️ "Wishing you lots of love and happiness in your new home!"

Self-Purchase

🗣️ "Gifts for yourself are the most important kind!"

🗣️ "It's so nice to treat yourself as well!"

Examples of Empathy Statements

Empathy statements show that you genuinely understand and care about the customer’s feelings or concerns, demonstrating that you are on their side.

Sympathy

🗣️ "I am so sorry for your loss."

🗣️ "That is a really thoughtful gift for the family."

Get Well

🗣️ "I'm sorry that your [recipient] is not feeling well."

🗣️ "That is a thoughtful gift. I'm sure it will make them feel better soon!"

1800FLOWERS.COM (Smiles guaranteed) FLORAL 5 Fresh flowers, plants and thoughtful gifts for celebrations, holidays or moments support 45 YEARS Founded 1976, Headquarters Jericho New York 100 stems delivered annually, 90+ floral varieties, 100+ plants species, 5000 local florist AT BLOOMNET. Everyday occasion( birthday, ann. Get well funeral), Mothers day, VAlentines day Flowers- Roses, daisies, sunflowers, tulips, lilies plants - Succulents, orchids, Rose plant, bonsai, gardenia Same day delivery---- Delivery time frame - 9am to 8 pm on the recipients time zone

SHARIS BERRIES (Happiness Delivered) FLORAL 5 Decadent chocolate dipped strawberries and dipped treats, crafted for gifting for any occasion. SIMPLY CHOCOLATE (Celebrating the Love of Chocolate) FLORAL 5 2009 4.1800 baskets.com (Gift Baskets that Deliver Heartfelt Moments) FLORAL 5

1979 Fruit bouquets (So Much Fun. So Much Yum.) FLORAL 5

The Popcorn Factory (Every Occasion Deserves a Celebration) NOT FLORAL 5

Cheryl's Cookies (For Life's Delicious Moments) NOT FLORAL 5

Adolfo Villagomez became Chief Executive Officer in May of 2025, marking a historic new chapter as the first leader outside the McCann family. Building on the company’s strong foundation, he’s leading 1-800-Flowers.com, Inc. into a transformational era focused on innovation, growth, and connection. I think Americans spend money on gifts like flowers, chocolates, or baked goods even though they don’t last forever because it has been part of their tradition. They want to express their feelings, sympathy, appreciation, and more to someone at that moment. I believe these gifts convey emotions more effectively than words and help celebrate special occasions.

Why do Americans buy these things

Americans buy with both heart and mind.

Gifting is emotional, it’s how people connect.

Customers expect speed, quality, personalization, and empathy.

Confidence and convenience create trust and loyalty

American consumers buy with heart and mind. They seek both meaning and convenience.

Gifting is emotional. It’s how people express care, comfort, and celebration.

Customers expect speed, quality, personalization, and empathy.

Confidence and convenience make emotional purchases feel secure.

Every interaction is a chance to create connection, and connection builds loyalty.

think of a time that you gave a gift and how did you feel that someone smile because he/ she loved it.

POLICIES

FPT (Floral product Type)

product is designed and hand delivered by a local shop

it shows sizes of the item Card messages are up to 5 lines

Gift Product Type (GPT)

The recipient ships directly in the a box, the recipient will be arranging the product

no add ons

no special request

Indicator ( farm fresh, shipped in a gift box) Card messages are up to 3 lines

GEO sell Products

Cure-All Doggie In the Garden Vibrant Harmony Bouquet Locate the article that details flex delivery. Which article provides terms & conditions for Celebrations Passport.

KA-03504 Flex delivery KA-03595- Celebration Passport KA-01610- Voice, email, and chat verification process for S&S

History

It began nearly 50 years ago, when Jim McCann, our founder, opened one flower shop with a big dream — to help people connect and celebrate life’s special moments. Jim McCann, Founder and Chairman, turned a single Manhattan flower shop into a billion-dollar retailer. Driven by a belief in the power of human connection, he is a pioneering innovator, philanthropist, and entrepreneur.

Jim also founded Smile Farms, a nonprofit providing meaningful work opportunities for people with disabilities, and continues to guide the company’s vision today.

ZIP CODE Cutoff

🗣️ "The zip code you’re sending to has reached its limit for deliveries on that date. The great news is that we can explore other available delivery dates or find an alternative option to ensure your recipient receives something just as special. Let me know what works best for you—I’m here to help make this gift perfect!"

1/13/27

Our Order Management System ATLAS is used to

place new orders modify and or cancel existing orders work queues where orders are waiting to be serviced

How to log in in Avd Differentiation of production and training as Atlas environment

Flow of a call

Beginning middle end Searching for a Customer's Account Steps On the Welcome Screen, you can search for the customer's account using their first and last name and telephone number. By searching for the account on the Welcome Screen, it makes it possible to automatically fill in certain fields on the remaining screens of the order.

Do not - in promotional codes Offer promotions proactively.

Share the promotion code name with the customer.

Give free shipping or service fee discounts.

Searching for a Customer's Account from a Catalog When selecting CCO or TPF from the brand dropdown, a field will populate to enter their account number. The customer account number can be found on the catalog cover above the customer's name and address.

If they don't have a catalog or you are entering the customer as new, enter their first and last name, phone number, and zip code. Then click Next Screen to proceed.

Entering a Zip Code / Postal Code Information There are different requirements for completing city, state, and zip code fields in ATLAS based on whether the destination is in the USA, Canada, or another country.

USA - 5 numbers, no spaces, Canada- 6 characters with as space in between international- enter OS The Zip Code Cutoff is a warning in ATLAS that lets you know when florist-delivered (FPT) products may not be available for delivery to a recipient’s zip code. This happens most often around busy holidays.

Entering Military Addresses 1-800-Flowers.com does not deliver to military installations due to perishable items and base security policies.

Customers wanting to send gifts to someone in the military can be directed to Cheryl’s or The Popcorn Factory, which deliver to APO/FPO addresses.

Promotion Codes Customers can receive promotional offers from emails or on the website. Offer promotions proactively.

Share the promotion code name with the customer.

Give free shipping or service fee discounts.

Promotions You Can Offer by Phone Save the sale When to use Customer doesn’t want to make a purchase because of cost. Customer wants to order later after searching for a discount code. Customer wants to cancel their order after hearing the order total after service fee or tax, stating they can’t afford it.

When NOT to Use

Chose an expedited shipping method. When you ask the customer if they have a promotion code and offer one if they don’t. When applying a promo code unsolicited, before giving the total, to “soften” the sale. Customer doesn’t want to make a purchase because of cost. Customer wants to order later after searching for a discount code. Customer wants to cancel their order after hearing the order total after service fee or tax, stating they can’t afford it. Save the Sale

Multiple Sale Offer When to use Offer the wrap-up script AFTER the customer has ordered everything.

When NOT to Use Before the customer has finished ordering their gifts. Multiple Sale Offer

The importance of empathy

PITCHING CELEBRATION PASSPORT

Shipping Costs Scenario: The customer is unhappy with the cost of shipping. Opportunity: Passport removes standard shipping and service fees all year—saving money immediately.

“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?”

Using promotion code Scenario: The customer has a promo code and wants to save even more. Opportunity: Pair their product savings with free shipping—maximizing value.

“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?”

One time order Scenario: The customer says they don't order often. Opportunity: Passport works across all our brands—so there’s plenty of opportunity in a year.

"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?"

Multiple orders Scenario: The customer places more than 1 or 2 orders throughout the year. Opportunity: Passport pays for itself after just one or two orders, and you can save all year for any occasion across our family of brands!

"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?​​​​​"

Last Minute Planners Scenario: A customer is placing a last-minute order. Opportunity: Let the customer know that Passport includes reduced express shipping rates and free standard shipping.

"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?​​​​​"

01/15/26

Face of the Order: key features Face of the Order: Product Information Delivery Time Window

Caller Types Identifying the caller type is important because it can change the resolution we offer.

Whether it’s a customer, a recipient, or even a florist, knowing who you’re speaking with helps guide the right next steps. Customer recipient florist Vendor- Only used by vendor relations Outplacement- When you're working MON issue Others- any person who is not the name of the customer or recipient

contact Types Telephonic MON- opening a CSI Third party- person intended Others- the shop asked to fulfill the order. *100% Confidentiality All customer information is confidential. Confidentiality rules apply to all caller types — customers, recipients, florists, or third parties. If verification fails, do not share any information. Offer to contact the customer if needed. Follow Article KA-01610 for verification steps before sharing any details, and never release information to the recipient.

Understanding Authorization Statuses

Approved- The credit card has been approved for the purchase. The credit card has been authorized.

Approved and captured- The order total has been deposited into the brand's account. The credit card has been charged.

Authorization Network Timeout- The credit card was unable to go through the authorization process. The card must be authorized before proceeding. The credit card has not been charged.

Declined- The credit card did not receive approval for the purchase. The credit card has not been charged.

Compensation in 1800 flowers.com ( 1 sAVINGS PASS PER ORDER) Delivery issue, not delivered, offer replacement and give/issue $15 saving pass. *Compensation in CCO TPF Reshipment we not offering $15 saving pass for sympathy order.

Reviewing Order Notes Before opening a CSI, always review the order notes. They provide a detailed history of actions taken on the order and help you understand the customer’s issue before taking any steps. Read notes from top to bottom to follow the timeline of actions.

Look for important details:

Who contacted us Why they contacted us What the issue was How it was resolved

8 types of CSI in 1800 flowers.com status check receipt order change

Message Types 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.

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.

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.

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)

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.

If the order has been cancelled, you cannot create a new CSI for it and you cannot issue any additional compensation .If the order has been processed for delivery, you cannot make changes or cancellations. If you see the message “You cannot issue compensation for delivery issue, not received on this order until 8 pm in the recipient’s time zone”, it means the order still has time to be delivered. Do not provide any compensation. This message will not appear if: The CSI is opened before or after the delivery date or if the delivery location is coded as a Business, Funeral Home, or School.

*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.

Review Article KA-01895 for additional steps.

A CSI documents who reached out, why they reached out, and what was done. This record keeps everyone aligned and avoids duplicate work if the customer contacts us again. Always open a CSI — every time, for every contact. Customer, recipient, florist, or shipper — it doesn’t matter.

Now that you know what a CSI is, click each logo to look at the different CSI types you’ll use depending on the brand.

Status check: caller: customer ask the order for her gilrfriend concern: the receipient ask who sent the order that she received

Delivery issue: caller: customer delivery issue of the customer that has a surcharge that it was not delivered concern: vendor

Order change: caller: customer want to change the address caller: customer, recipient has different address

quality issue: caller bonsai recipient concern about the bonsai is extremely withered and dying

receipt: need a copy of the order- customer

cancel: moving to different location. the customer called because the recipient has moved. caller: customer, over budget

billing discrepancy: caller: customer, overcharge. caller: twice charge, customer caller: 10 but 5 customer

delivered wrong: customer, ordered to be in vase but received in basket customer, birthday flower cAKE AND BUNCH OF cut flowers in a vase

*Status check CSIs 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.

Delivery issue CSIs Delivery early- pitch a replacement if the customer need a refund we can say partial creadit - amount of service fee plus $15 savings pass first. You must offer this before pitching a full credit. We can add $15 savings pass after full credit. This means the order was delivered before its scheduled delivery date. This scenario can happen when florists/shippers make early deliveries due to weather. Delivery late- pitch a redelivery if the customer need a refund we can say partial creadit - amount of service fee plus $15 savings pass first. You must offer this before pitching a full credit. We can add $15 savings pass after full credit.

This can occur due to weather, the recipient was not available, incorrect information was entered on the web/phone or if a customer paid for a Delivery Time Window (DTW).​ Not Received- pitch a replacement first. do not pitch replacement since no delivery. If customer does not want another delivery attempt, issue full credit.

This can occur due to weather, the recipient was not available, incorrect information was entered on the web/phone, or the recipient refused. Flex Delivery review KA-03504

During the holidays (i.e., Mother's Day), flex delivery options are available to customers. Flex delivery allows the florist and some vendors a span of days to deliver. Be sure to review the order carefully and keep this in mind when working CSIs. ​

Replacement Process and Management

A replacement is created as a new order in the system and sent to a shop. For the customer, it’s just their order being corrected or fulfilled. Replacement orders do not charge the customer. They should be offered when handling CSIs such as Delivery Issue, Delivered Wrong, and Quality Issue.

Never issue a replacement if the delivery window is still open.

Pyramid of Compensation The Pyramid of Compensation is a guideline for deciding the order in which resolutions are offered.

Start at the top and work down only if the previous step doesn’t fully resolve the issue.

This pyramid applies to the Floral Five brands. It does not apply to Cheryl’s or The Popcorn Factory

1 Replacement

Always remember to offer an apology call to the recipient while you are presenting this resolution.

full refund 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. If issuing a partial refund to the customer and the florist is at fault, a price change must be sent to the florist to recover the refunded amount.​

A price change occurs when a florist requests additional funds due to increased delivery costs or the cost of goods. ​If you select Manager Override as your suggested resolution, it does not automatically trigger Price Change messages to the florist when they are at fault.

Review Article KA-01450 for steps and guidance

Understanding Fault Codes Fault Codes are used to identify who is responsible for the root cause of the issue. The code selected allows us to see who caused us to open the CSI but can also have an impact on who gets paid (or not paid).​

Fault Codes are selected automatically if within CSI guidelines, however, when Manager Override is used the Fault Code must be selected manually.

01/20/27

Our MON-TRA (MON Mantra) is "Find a home for all orders!" -Be proactive, persistent, and precise.

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

Accessing the Master & Specific Queues From the ATLAS Welcome Screen: 1 Select [Actions]. 2 Type the queue name in the Find field (MAS for Master Queue, REJ for Reject Queue, etc.) You can also scroll to search 3 Click OK to open the Queue.

Be clear, confident, and informed. Every detail matters.

Clarity builds trust Know the order, understand the product, and be ready to explain changes. When discussing price or substitutions, state facts calmly and confirm mutual understanding. Your goal: keep the florist informed and the customer’s promise intact.

Communication Behaviors

explain why

confirm next steps

approve with confidence

knowledge supports

know the occasion

know delivery rules

know substitution & price policies

*Confidence comes from clarity, not authority. When you know the product and rules, your calm tone earns cooperation.

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).

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.

SCRIPT

"Hi, this is [YOUR NAME] from 1-800-FLOWERS.COM. I am calling about order #[xxxxxxx]. I am so sorry to inform you that your order going to [RECIPIENT NAME] cannot be delivered on the date you requested. I understand that this is a very important gift, and I am so sorry that we did not deliver on our promise.

We have made every attempt to get your order delivered; however, all our florists are at capacity in your recipient's delivery area. We have scheduled delivery on [NEW DATE].

Please call us back at 866-521-8030 if you have any questions or concerns. Again, I am very sorry that this happened."

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 Select the new shop from the WIR. Send the order to the new fulfilling shop. Enter order notes. Cancel with the original shop by sending a message with the appropriate template and details. Florist NOT Found Use SZP to expand the search. Select [WIR]. Select [SZP]. 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 Approve the price change. Send the appropriate price change template to the original fulfilling shop. 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. Working Fruit Bouquets & Shari's Berries MON Issues Fruit Bouquets and Shari's Berries orders follow the same MON process as floral orders, but fulfillment and substitution rules are brand specific. These gifts are perishable and limited. Act fast, confirm fulfillment, and document every decision. Click on each of the steps below to learn more. Key Differences to Remember

Floral MON Fruit Bouquets / Shari's Berrie's MON More available shops in WIR Limited FB or SB shops Substitutions based on flower type and color Substitutions based on fruit or dessert components Price changes depend on florist cost Price changes depend on shipping and perishable handling Always GPT exceptions for sympathy

Our goal when working the FLE Queue is to figure out why the order could not be transferred, solve the problem, send the order out to the florist/vendor and ensure that it is delivered to our recipient.