Compensation Rules, CSI Handling, & Fault Codes

If a valid Photo Proof of Delivery (POD) exists — meaning the order was delivered to the right place, at the right time, and with the correct product — but the customer still claims it was not received, create a Delivery Issue CSI. Select Customer as the Fault Code and provide the compensation agreed upon with the customer. Do not send a Cancel message in this scenario.

Document in the order notes whether the POD was valid or invalid, whether it was described to the customer, whether the customer accepted it, and the resolution/compensation provided.

Fault Coding, Manager Override & Cancel Messages Valid (photo) Invalid (Photo) Invalid (photo)

Doesn't Matter (DSP Listed?) Yes (DSP Listed?) No (DSP Listed?)

Customer (Fault Code) DSP (Fault Code) Florist (Fault Code)

Yes (Manager Override) No (Manager Override) No (Manager Override)

No (Send Can?) Yes (Send Can?) Yes (Send Can?)