CHAT

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

IDLE: 5 minutes

• I haven't heard from you in a while, do you need more time? 2 minutes
• Are you still with me? Looks like you may have stepped away. I am going to disconnect this session, but if you still need assistance please feel free to message us again. Thank you for reaching out to 1800flowers.com.

For verification May I have your full name , the recipient name , and delivery date?

Thank you for verifying the information . In order to help you, would you mind if I put you on hold for a couple of minutes to check your order information?

SAVING CACELLATION:

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

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

SPIEL STATUS CHECK

Upon checking your account , your order is already in transit and it should arrive within the day. DELIVERY ISSUE

Delivery Issue - Late

Thank you for your patience. I’m truly sorry that your gift did not arrive as scheduled. This must have been disappointing. We value your business and understand how important it was to you for your gift to arrive on time. Please allow me to help with your concern.

Delivery Issue - Early

Thank you for your patience. I’m so sorry that your gift arrived earlier than your selected delivery date. Please allow me to resolve this for you.

1st ATTEMPT - REDELIVERY WITH 15SP

Thank you for patiently waiting. We apologize for what happened with your order. I’m more than willing to process a redelivery at the earliest available time at no additional cost. Since we also want to make up for the inconvenience, we will send a $15 Savings Pass via email good for your next purchase with us. How does that sound? 2nd ATTEMPT- REDELIVERY WITH REFUND OF SHIPPING AND $15SP We really apologize for the inconvenience this has caused you. I’m more than willing to process a redelivery at the earliest available time at no additional cost, and I would be happy to process the refund of your shipping fee with the $15 Savings Pass for a future order. Would that be okay? IF CUSTOMER INSIST IN "FULL REFUND" FULL REFUND WITH $15SP I am so sorry that your order did not arrive to your recipient as scheduled. I will be more than happy to process a full refund for you. Please know that an exclusive $15 savings pass is still on its way to you, and you can use this on your next purchase. Please give me a minute or two to complete this. DELIVERED WRONG

Thank you for your patience. Please accept my sincere apologies that your recipient did not receive what you ordered for them. This must have been disappointing. Let me fix this for you. 1st ATTEMPT - REDELIVERY WITH 15SP Thank you for patiently waiting. We apologize for what happened with your order. I’m more than willing to process a redelivery at the earliest available time at no additional cost. Since we also want to make up for the inconvenience, we will send a $15 Savings Pass via email good for your next purchase with us. How does that sound? 2nd ATTEMPT - 50% REFUND AND 15SP I completely understand where you’re coming from. Since you feel that you did not get what you ordered, I would be happy to offer you a 50% refund to your order with the $15 Savings Pass for a future order. Please allow me to do this for you. FULL REFUND WITH 15SP- IF CUSTOMER INSIST I am sorry that the arrangement did not meet your expectations. I will be more than happy to process a full refund for you. Please know that an exclusive $15 savings pass is still on its way to you and you can use this on your next purchase. Please give me a minute or two to complete this. ORDER CHANGE Order Change - Changing Delivery Address

Thank you for your patience. I see that you are reaching out to change the delivery address on your order. I'll be glad to check that for you! Order Change - Changing Delivery Date

Thank you for your patience. I see that you are reaching out to change the delivery date on your order. I'll be glad to check that for you! Order Change - Promo code application

Thank you for your patience. I see that you are reaching out to apply a promotion code on your order. I'll be glad to check that for you! Order Change - Card message

Thank you for your patience. I see that you are reaching out about changing the gift message. I can help you with that! DELIVERY ISSUE (FUNERAL) 1st ATTEMPT - REDELIVERY

Thank you for patiently waiting. I know that this arrangement was for a very important occasion, and I'm sorry if it was not delivered on your requested date. I hope that you will let me fix this issue. Please allow me to process a redelivery of the arrangement and reroute it to the home address of the family of the recipient. 2nd ATTEMPT- REDELIVERY WITH REFUND OF SHIPPING We really apologize for the inconvenience this has caused you. I’m more than willing to process a redelivery at the earliest available time at no additional cost, and I would be happy to process the refund of your shipping fee. Would that be okay? 3RD ATTEMPT- FULL REFUND I am so sorry that your order did not arrive to your recipient as scheduled. I will be more than happy to process a full refund for you. Please give me a minute or two to complete this.

is there anything that I could help you?

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Thank you for doing business with 1-800flowers.com , Have a nice day!