MON DENY & DISPUTE

MON 2 - DENY & DISPUTE

What is the DENY Queue?

A Deny message is a message type that the florist can send us to say that they disagree with a cancel or price reduction.

Sometimes they are correct, and the cancel or price change was sent in error. Other times, they are incorrect, and the cancel or price reduction was the proper way to address the issue.

Occasionally, the cancel or price reduction was the correct course of action but didn't include enough information for the florist to understand the decision.

• It is important to remember that the florist is our partner.
• Research thoroughly and be respectful.

Imagine if it was your paycheck being reduced. You would want to understand what happened so you could avoid the same mistake in the future.

Accessing the DENY Queue​ = The path to the Deny Queue begins at the Welcome Screen. At this time, the Deny issues will not flow through Master Queue, so you will be directed to go directly into the queue itself.​

1. Click [Actions]. ​
2. Type DEN. ​
3. Enter the password (provided by your Manager)

DENY - Florist Payment

How Florists are Paid: = We pay our florists only the merchandise price on any order. = They never see any other charges, like the Service Charge, which provides for quality care assurance from our trusted customer service agents, to ensure that the customer's gift is of the highest quality.

Remember while working the Deny Queue: = All timely DLCFs receive 100% payment of merchandise value.

DENY - Quality Issue = Article KA-01676

Brand Scenario Resolution 1800 flowers.com if customer/ recipient complained about the quality of the flowers No Payment

Sharis berries if quality issue happened within 24 hours No Payment Fruit Bouquets If quality issue happened AFTER 24 hours 70% Payment of Merchandise Value: Send the price change to reinstate 70% of merchandise value, but DO NOT mention the reason is because of 24 hours since delivery

DENY - Message Types = Article KA-01838

Pay Florist in Full = You will often see a florist write a message such as " This order was delivered" or Sent Photo Proof. The is requesting payment that has been withheld from them.

If there is a valid DLCF or photo proof has been provided for a delivery issue, or delivered wrong issue, you will use this response:

Great news! Upon further review, we have decided to issue payment for this order. We appreciate your patience and your dedication to quality service. Thank you for all that you do!

For FruitBouquets.com and Shari’s Berries, do not use Photo Proof of Delivery in your language to the shops.

No Payment 1 = You will often see a florist write a message that says something like " This arrangement was filled to value" or " Sent Photo Proof". The shop is asking for payment that has been withheld from them due to a delivery or delivered wrong issue.

If there is NO VALID PROOF, you will use this response:

After careful review, we regret to inform you that we are unable to approve additional payment due to [reason]. We understand this may not be the resolution you were hoping for and sincerely appreciate your continued efforts and partnership.

For FruitBouquets.com and Shari’s Berries, do not use Photo Proof of Delivery in your language to the shops.

No Payment 2 = You will often see a florist write a message that says something like " This order was made fresh!" or " Sent Photo Proof". The shop is asking for payment that has been withheld from them for a 2nd time due to a delivery or delivered wrong issue.

If there is no valid proof, you will use this response as a 2nd reply:

Thank you for following up. We’ve reviewed this order again and, unfortunately, are still unable to approve payment due to [reason]. We truly understand this may be frustrating and appreciate your understanding and partnership.

For FruitBouquets.com and Shari’s Berries, do not use Photo Proof of Delivery in your language to the shops.

No Payment 3 = You will often see a florist write a message that says something like " As mentioned before this arrangement was filled to value" or " Sent Photo Proof". The shop is asking for payment that has been withheld from them for a 2nd time due to a delivery or delivered wrong issue.

If there is no valid proof, you will use this response as a final reply:

We understand this is not the outcome you were hoping for, and we appreciate your patience. Unfortunately, after another review, we are unable to approve payment due to [reason]. This decision remains final, but we value your partnership and are here to assist with any questions you may have.

For FruitBouquets.com and Shari’s Berries, do not use Photo Proof of Delivery in your language to the shops.

Deny - Read and Research Review all available details to understand what occurred before making a decision.

= What did we take away ( CAN, or Partial Price Change) . Was CAN sent because customer called for Delivery Issue? . Was DLC sent but customer claims it wasn't delivered? . Was money taken away because there was something wrong with the arrangement?

= What did the Order Notes/History/Messages say? Were there clear notes as to why we reduced the price or cancelled the order?

Listen to what the customer says the issue is. Resolve the issue according to the Deny Guidelines in Article KA- 01676

= The Customer said there was a problem, the florist said there wasn't. . Order Notes give you a view of what every agent has documented in the order. Make sure you read through all of them, especially if there are a lot of them. You need to ensure that you understand what has taken place. . Order History is one of your best friends when researching an order. It will allow you to see everything that was done in chronological order. If a message was sent, or Queue worked, the history will show it all! . Was the order delivered to a security gate, hospital desk etc .? . Was the order fraud or a test order and the florist already designed the arrangement?

Deny Guidelines After completing your research, determine the most appropriate and fair course of action for the florist, regardless of what was provided to the customer. The DENY Guidelines can be found in the MON Solution Matrix under the DENY section.

Within the DENY section, the guidelines are organized by CSI type, scenario, and corresponding resolution steps. Use these categories to identify the situation that best matches your findings and follow the outlined guidance to ensure a consistent and fair decision.

Note: The DENY Guidelines do not change during peak season.

Deny - Communicate the Final Decision

Once you have completed your research, you should be ready to make an informed decision.

• Should the florist be paid?
• Should the florist NOT be paid, based on the information provided by all parties?

Once you have made the determination based on the facts. It is important to let the florist know what decision you have made and why you have made it.

• It is essential that you provide a clear and concise message to the florist, especially if choosing not to pay, so that they understand what was entailed in the decision. Please follow the guideline below to form your message.
• Documenting Message to Florist:
  • Your message back to the florist should be detailed and include the following:
    • Recap of issue
    • Steps we took to verify information
    • Any contacts we made (customer, recipient, business, funeral home, etc.)
    • What our final determination and decision is on the order.

Deny - Fraud Orders Do not pay shops for orders marked as FRAUD.

Review the order if the order notes say Under Review by the Purchase Verification Department.

If there is a valid Photo Proof of Delivery (POD) before CAN then pay the shop.

Deny – Deleted Orders Do not pay shops for deleted orders. Review the face of the order to confirm whether the order has been deleted.

If a valid POD is recorded before the CAN, then pay the shop.

Do not pay the shop if the order was canceled on the same day as delivery without the shop’s approval.

Deny - Delivered Wrong If a substitution approval is on file, the florist receives 100% payment of the merchandise value.

If no substitution approval was obtained, there will be no payment.

DENY in the ASK/ANS Queue We also must resolve Deny concerns from the florist that come into the ASK/ANS Queue.

If we find that the florist should be paid for the item, we can resolve it by sending a Price Change Message. Make sure to select the correct Price Change Message type.

Vendor DENY A Vendor DENY is a message from a third-party vendor (not a florist/shop) stating they disagree with a CSI deduction, price change, or cancellation.

For vendors, a DENY usually means: They believe they shipped correctly They disagree with the reason we deducted payment They need clarification before accepting the deduction.