Resolution Actions
Choose the correct action based on how the issue was resolved:

Send a Response: Write your message and select Send Message. Always end with “Thank you.”

Delete a Message: Only when no response is needed (for example, florist sent “Thank you”). Supervisor approval required.

Send a Price Change: Adjust payment amount using the correct format, then send the message.

Set a Call Back: Use when waiting for customer response. Keep issue in the queue for follow-up.

Keep notes clear and factual.
Close the Issue: After completing all actions, ensure any open CSIs are closed.



                                     Order Notes Standards
Always enter notes before sending or deleting a message. Include:

Who you spoke with (name and role)

What was discussed or agreed upon

When the action took place

Next steps or instructions if follow-up is needed.
Keep notes clear and factual.