>> Agents should not take any action unless specified in the order notes and must never contact the customer as a first step—customer contact is only the last resort if product or delivery changes are needed.

>> If no floral item can be delivered to the recipient’s area, call the REJ shop to see if they can fulfill the order for additional funds/substitution. If the shop accepts, transmit the order back to the same shop and send a message approving the discussed price or substitutions. 
 
Please Note: Call Customer to approve substitution.

>> If the customer declines, we may cancel the order. 
Open "Delivery Issue" CSI from Queue screen.
Change caller code to "Outplacement" so we don't trigger a customer survey. 
Choose full credit (FC) and a $15 SP for resolution option. 
Close CSI (returning to the Queue).
Enter Order Notes detailing resolution and that order is deleted. 
Exit the Queue screen. 
This will delete the order and remove it from the queue.

>> Out of Delivery Area Do Not Deliver to That City
Look for another Bloomnet shop to fill the order.

As a LAST RESORT and with supervisor approval:
-If all the previous steps fail, call the customer to offer a comparable vendor item.
-If the customer agrees:
⦁	Replace, document, and then delete the REJ message
-If routed to voicemail
⦁	Leave a detailed voicemail and send an email.
⦁	Create a CSI and leave it open.
⦁	Make sure to leave detailed order notes.
⦁	Delete REJ message from the queue.
-Leave a detailed voicemail and send an email.
Create a CSI and leave it open.
Make sure to leave detailed order notes.
Delete REJ message from the queue.
⦁	Send an email.
⦁	Create a Delivery Issue CSI and leave it open.
-For orders that go to funeral homes, hospitals, schools, international, Hawaii, Alaska, and Canada, set up a callback.

⦁	Calling a Florist
1. Use the contact numbers listed to call each florist and confirm if they can deliver the product to the specified address on the requested date.
2. Call the selected florist using the phone number at the top of your screen.
3. Read the script and provide the complete order details.
4. If the florist needs help with the product, press [F11] to view the Product Description for design and component details.
5. Record the name of each florist shop called and the name of the person spoken to, then add this information to the order notes.
⦁	Weekend Process
For FPT rejects, make up to 3 outbound calls to shops to fulfill the order. If no shops are found, call the customer to offer a GPT replacement. If reaching voicemail, leave a detailed message, send an email, and create a Cancel CSI, leaving it open in the CMON queue, then delete the message from the queue. For future dated orders, follow the normal process.
⦁	Working Fruit Bouquets & Shari's Berries MON Issues
Here are the key points for handling Fruit Bouquets and Shari's Berries MON issues:
- **Delivery Methods**: Fruit Bouquets and Shari's Berries can be shipped via FedEx with cold packs (GPT) or hand-delivered by local shops (FPT). Always collect a valid phone number to confirm someone is home for FPT deliveries.
- **Warm Weather Impact**: Heat can cause chocolate coatings to melt and fruit to spoil faster. Avoid reshipping if extreme heat (above 80°F) is likely to cause repeat issues, unless the customer insists. Recommend prompt refrigeration upon delivery.
- **Resolution Policy**: 
  - Offer a replacement as the primary resolution.
  - Offer a Savings Pass as a goodwill gesture.
  - Offer a refund only if the customer is highly dissatisfied and refuses both the replacement and Savings Pass.
  - Do not offer both a replacement and a refund for the same issue.
- **Documentation**: Clearly document what the customer reported and what resolution was offered in the order notes.
- **Codified Orders**: For codified Fruit Bouquets and Shari's Berries, only codified shops can create/deliver these items. Do not use generic item codes or call universal shops for fulfillment.
- **Customer Communication**: Use empathetic scripting when addressing customer concerns. For example, apologize for the condition of the product and explain the steps taken to protect freshness.
- **Escalation and Guidelines**: Follow CSI Guidelines for handling and documenting resolutions. Collaborate with appropriate parties and escalate to supervisors when necessary.
- **Contact Information**: For support, use the dedicated phone numbers and email addresses for Fruit Bouquets and Shari's Berries consumer sales and service departments.
For more details, refer to the relevant articles and guidelines provided in the documents above.

Certainly! Here are the article numbers referenced in the documents:

- Fruit Bouquets/Shari's Berries - Service - Warm Weather: Article KA-03310 
- 18F - Service - Offering the Correct Resolution Using the Pyramid of Compensation: Article KA-03525 
You can find more details by referring to these article numbers in the knowledge base.
Accessing Mon Queues

Working Fruit Bouquets & Shari's Berries MON Issues
⦁	Accessing Mon Queues
⦁	Fruit Bouquets and Shari's Berries - WIR/VWIR
⦁	ASK/ANS Queues
⦁	REJect Queue
To resolve an ANS price change for floral orders:

1. **Check WIR**: See if other shops can fill the order at the original price. If a shop is available, transmit the order. For sympathy orders, call florists before transmitting.
2. **If No Shop is Available**: Approve the price requested. If the price increase is 50% or less of the merchandise amount, agents may approve the change. If it’s more than 50%, supervisor approval is required.
3. **Same Day Delivery After Cutoff**: Approve the price. The same 50% rule applies for agent or supervisor approval.
4. **Document the Change**: Enter order notes detailing the price change and actions taken.

Refer to Article KA-03507 for instructions on selecting a new florist in the WIR if needed.


To resolve a REJ (Reject) issue for a floral order:

1. **Check WIR**: Look for a shop in the area that can fulfill the original order. If found, transmit the order to that shop.
2. **Check SZP (Surrounding Zip Code)**: If no shop is found in WIR, search for shops in nearby zip codes. Call each shop to see if they can fulfill the order. If successful, transmit the order.
3. **Check VWIR**: If still no shop is found, use VWIR to locate shops that may be able to fulfill a Designer’s Choice arrangement. Call these shops to confirm.
4. **Designer’s Choice Option**: If a shop agrees to a Designer’s Choice, contact the customer to offer this option. If the customer does not answer, leave a voicemail and send an email explaining the change, then proceed with the Designer’s Choice.
5. **If No Shop Can Fill**: Contact the customer to offer a comparable GPT item. If the customer does not want either option, process a full credit and open a Delivery Issue CSI.
6. **If Customer Cannot Be Reached**: Leave a voicemail and send an email stating the order cannot be delivered as requested. Flip the order to CMON by leaving the CSI open and delete the REJ message from the queue. Leave proper order notes throughout the process.

For more details, refer to Article KA-03536 .


For TLO (Take Local Order) issues, follow these steps:
1. **Call the preferred shop** to see if they will accept the order. If they agree, ask if they prefer to receive order details by fax or email, and send accordingly. Use the phone option to provide additional details if needed.
2. If the preferred shop is unreachable or declines, **check WIR**. If a shop is found, transmit the order.
3. If WIR does not show any other shops, **check SZP** (Surrounding Zip Code). Call all shops found to see if they will accept the order. If routed to voicemail, set up a callback.
4. **Check Locate My Florist (LMF) and Find a Florist (FAF)** websites. If a shop is available and willing to take the order, fill the order with all their information.
5. If no shop can fulfill the order, **call the customer to offer a GPT replacement**. If the call goes to voicemail, leave a detailed message, send an email, create a Cancel CSI leaving it open, and then remove the order from the TLO queue .

For same-day delivery after cutoff, check WIR and call the shop to see if they can still fill the order. If not, call the customer to offer a GPT replacement, leave a voicemail if needed, send an email, and remove the message from the queue .

⦁	Introduction to CCE
An order enters the CCE queue when payment authorization fails, which may be due to incorrect card number or expiration date, system timeouts, the customer no longer having the card, insufficient funds, or other reasons. The agent's role is to verify the card on file or obtain a new card for payment, without debating the reason for the failure with the customer .