CSI

When helping customers, you may need to process a duplicate order. This usually happens when the original payment was declined but the customer still wants the order.

Important: Duplicating an order will charge the customer. ( Article KA-03662 )

Order Change CSIs Always review the Face of the Order. You might see an alert saying the order is already processed for delivery and changes or cancellations are not possible.

What Can Be Changed The following information can be changed: customer information, recipient information, product, promotion, card message, and delivery date.

FPT Orders Changes requested on the day of delivery (before 8:00 PM recipient time) require florist permission.

GPT Orders The order status determines what changes are possible—review it carefully before proceeding.

Order Change Cancel Cutoff

This shows when holiday orders can or cannot be changed or canceled by phone, including FPT and GPT orders and special exceptions.

How to Assign an Order to a New Shop

When you process an order change for a new product or delivery date, a new order is created.

This may require assigning it to a new shop

When to assign an order to a New shop

• Reasons to Assign an Order to a Shop:​

The customer does not want a replacement sent to the same florist.​ The order is showing in the Reject queue and has not been assigned to a new shop.​ The order is showing in the FLE queue and has not been assigned to any shop.​ Another reason listed when checking messages on the order.

How to assign an Order to a new shop

Review Article KA-01906.

CSI Guidelines & ATLAS Guided Navigation Our CSI Guidelines are designed to be both fair and reasonable to the customer and the fulfillers. They’re built into ATLAS so that when you’re resolving an issue, you follow the resolution options in the order provided. While not listed in ATLAS, you should always offer to call the recipient and apologize before moving into the resolution options. This step shows empathy and helps rebuild trust. Review Article KA-03605 to learn how to offer apology calls. Other resolutions you may see include:

Compensation - Our compensation is based on what the issue is and includes redeliveries or full credit. You should never offer a full credit and a redelivery.​ Unresolved - Leave CSI Open - Use this solution whenever you cannot fully resolve a customer's issue.

For example, a customer calls to check the status of their order. It is before 8 PM in the recipient’s time zone, so the order still has time for delivery. In this case, you would leave the CSI open.

Manager Override - When a requested action goes beyond our standard CSI Guidelines, a Manager Override may be necessary to complete the action in ATLAS.

Manager Override is a suggested resolution that is available for all CSI types, however, this resolution should be used sparingly and ONLY when we are going above and beyond the guidelines. You need manager approval to use this resolution. Review Article KA-01632 for more details.

Important Notice 50% Partial credits have been removed as a compensation option, but ATLAS still displays them. You must not select 50% partial credits for the following CSI types: Delivery Issues (Delivered Early, Delivered Late) Quality Issues (All scenarios) Delivered Wrong (All scenarios) Please provide either a redelivery/replacement or a full (100%) credit. If ATLAS does not allow a full credit to be selected directly, use Manager Override.

Important Callouts

Detail Codes are categories that fall under the CSI type you selected. They identify the general nature of the customer’s issue.

Purpose: Select the code that best matches the scenario you are handling.

Reason Codes provide additional context about the customer’s issue within the selected Detail Code. They explain why the issue occurred or what specifically went wrong.

Purpose: Ensure the resolution, compensation, and order notes are accurate.

Leaving a Voicemail When to Leave a Voicemail: Customer doesn’t answer a callback or follow-up call. You need additional information or verification. Providing updates about an order, service, or delivery.

Important: When making an outbound call in Dynamics, make sure you are selecting the correct outbound queue and stating the correct brand name (for example, Shari’s Berries, FruitBouquets.com, Cheryl’s Cookies, etc.) in your voicemail.

Scripting : When leaving a voicemail message for the customer, use the following greeting:​ “Good morning/afternoon/evening, my name is (insert your name) calling from 1-800-Flowers.com. This is a message for (insert customer’s name).”​

When leaving a voicemail for the customer, use the following scripting:​ “We would like to speak to you regarding your order. Please reference (state order number) Please call us back at 1-866-521-8030. We are open 24 hours and any one of our specialists will be able to assist you. Again, our number is 1-866-521-8030.”​

Remember to leave detailed order notes and leave the CSI open while we wait for a customer callback.​

Pyramid of Compensation Replacement

Start at the top and work down only if the previous step doesn’t fully resolve the issue.

This pyramid applies to the Floral Five brands. It does not apply to Cheryl’s or The Popcorn Factory

Always remember to offer an apology call to the recipient while you are presenting this resolution. The Pyramid of Compensation is a guideline for deciding the order in which resolutions are offered.

Full Credit

Price Change Messages Always check the messages on the order. A price change may be needed if the florist requires extra funds or to recover a refunded amount.

A price change occurs when a florist requests additional funds due to increased delivery costs or the cost of goods. ​

• If issuing a partial refund to the customer and the florist is at fault, a price change must be sent to the florist to recover the refunded amount.​

• If you select Manager Override as your suggested resolution, it does not automatically trigger Price Change messages to the florist when they are at fault.

• Review Article KA-01450 for steps and guidance.

CSI Types

Delivered Issue Wrong Delivery Quality Issue Order change Receipt Cancel Billing Discrepancy Status Check

Status Check CSI

• Important 1-800Flowers.com Delivery Hours between 9 AM to 8 Pm

-Unresolved - Leave CSI open If the Costumer Reaches out before the delivery window closes. we still have the

• Review Article KA- 01504 For mor information's

• Closing the CSI If a DLC posts After 8PM in the Recipients Time zone, The CSI Will Automatic

Fruit Bouquets and Shari's Berries Service Tips

We can only message to these Kind of shops Cant put Items on the Different brands Do NOT call them, instead send all inquiries via ASK messages.​ This pertains to Fruit Bouquet shops only, which are designated as DNC (Do Not Call).​ Inbound calls will not be accepted by the Fruit Bouquet shops only.

This is Under monitoring...

Handling Substitutions When a florist requests to substitute a flower or component, there are certain steps and considerations to follow BEFORE approving the substitution.

Customers expect that their recipients will receive gifts that resemble the advertised product images. ​​

To achieve this, 1-800-Flowers.com expects all florists to maintain inventory of the floral varieties and containers necessary to design and fulfill orders for our featured arrangements.​ ​ If not the same you need to call for the approval if the product is not the same Of what he Ordered...

Servicing International Orders

When helping customers with international orders, there may be times when the delivery date has passed and the order still hasn’t been delivered.

Scenario 1 : Delivery Date Has Passed :

• Delivery date passed, florist hasn’t replied, no DLC.

Do: Send DLC (Delivery Confirmation) request to florist. Inform customer it may take up to 48 hours for a response. Verify customer phone number; leave CSI open with detailed notes. If florist doesn’t reply in 48 hours: Contact customer. Cancel order. Issue full refund. Offer Savings Pass if appropriate (see Article KA-01841).

Do NOT: Cancel and resend order (routes to same florist). Replace order (routes to same florist). Contact florist directly.

For international Delivery we cannot REDELIVER We cannot Contact the Shop For international Order We can only Message them NO REPLACEMENT ( Can Replacement If Its inside the USA )

• And new Delivery Address.

Scenario 2 : ATLAS shows no florist available to fulfill order.

Do: Apologize to customer. Verify address is correct. Cancel order. Offer Savings Pass if appropriate (see Article KA-01841).

Do NOT: Suggest sending order to someone in the U.S. instead. Customers want gifts delivered to the intended international recipient; redirecting can cause frustration.

this is applicable If Its is For Sympathy Why is not allowed to offer to reroute that? Because this is only Allowed on the Recipient

Calling or Messaging a Florist ​

It is essential that you know when you should message a florist or call them.

Messaging a florist saves them precious time that they can use to fulfill our orders.

Acceptable Call Times to call the Florist:​​ 7:00 AM - 6:00 PM (Mon thru Fri)​​ 7:00 AM - 2:00 PM (Sat and Sun)

When a florist is listed as a DNC, it means they should never be called and all inquiries should be sent via an ASK message.

Reasons a Florist May Call Us We may call a florist, but they may need to call us, too! Hover over each reason for more information

No card message on Order

• Call the customer and ask if they would like to include a card message, if so call florist back with card message and send via order change if time or wire message if same day delivery.

• If you are unable to reach the customer and its same day delivery, inform the florist to deliver without the card message

• If the Customer calls us back, we will reach out

Address Clarification

• Look up the address in USPS, Google Maps, Or Bing Maps,
• Call The customer for clarification if needed

Duplicate Order

• Check Atlas For Duplicate order. Be sure to check order history, looking for duplicates or replacement.
• Search for other order using customers names or email address to be sure there are no duplicates
• If you locate multiple orders, be sure to look at customer, recipient, Product card message to rule out duplication.
• If there is no duplicate, inform the florist there is just one order and they will be paid for the one order. if you find the order was duplicated in error by us, please cancel the duplicate and inform the florist of the mistake.
• IF you find a duplicate order and customer placed it, call the customer for clarification. Once you speak with the customer, call the florist back and notate the orders.

Pride Change Request :

• Verbal price change request can be approved for amounts up to $10. Any Amount over $10 Must be submitted electronically Through An ASK message.

Suspected Fraud

• Review Order, Review Previous orders and notes. If no suspicious activity, inform the florist that it's valid order and assure her payment. If Suspicious, Transfer call to loyalty priority to investigate. Create Status Check CSI and detail call in the order notes.

Bloomnet Call:

• If you receive a call from a florist who requests to speak to bloomnet, do NOT transfer the call. Provide the florist with their number, so that they can call them directly at 866-256-6663

Delivery and Communication Windows :

If the order is going to a: Cutoff Window Florists must communicate delivery notifications by: Orders must be sent to a florist by Florist must deliver by: Business, Hospital, School

Schools are considered businesses and have various closing times. 8:00 PM 2:00 PM Monday - Friday 1:00 PM Saturday 11:30 AM Sunday Varies Residence 8:00 PM 2:30 PM Monday - Friday 1:00 PM Saturday 11:30 AM Sunday Varies All Fruit Bouquet Orders 8:00 PM 1:00 PM Monday - Friday 12:00 PM Saturday 11:30 AM Sunday Varies International 2 - 3 days Look in F11 to understand specific country guidelines, most require 2 business days in advance Varies

What is POD & Why it Matters Photo Proof of Delivery (POD) is a photo taken by the delivery person showing where an order was dropped off.

These photos are taken by Delivery Service Providers (DSPs) — third-party couriers such as Door dash, Uber, Roadie, or Walmart — who deliver certain orders. Florists may also take photos for some orders.

You will determine if the order is delivered via DSP by reviewing the photo's URL to see if it was delivered by one of the couriers mentioned. This is important because POD helps determine who is at fault (Customer, Florist, or Delivery Service Provider).

This is used for customer-reported delivery issues (Not Received and Delivered Late) or Status Checks for FPT orders for 1-800-Flowers.com, FruitBouquets.com, and Shari's Berries.

This does not apply to these CSI types: Delivered Wrong, Quality Issue, Cancel, or Billing CSIs. (Article KA-03683) THIS IS ONLY FOR FPT ORDER!!!( AND DELIVERY CONCERN )

What Makes a Photo Valid? If a photo is valid, it is okay to share and describe to the customer.

To be Valid in resolving a delivery issue, a photo must meet ALL of the following criteria:

• The photo was posted on the delivery date before 8pm (6pm for business) and within any requested DTW.

• The gift item is clearly visible (e.g., flowers, gift basket).

• The delivery address and the item both match the order details.

• An address or house number is visible and legible.

What Makes a Photo Invalid, But Useful?

If a photo has any of the issues below, it can be described to the customer, but you will still fault the Florist or Delivery Service Provider if the customer still says it was not delivered.

• The photo was sent outside of the delivery window (sent after delivery cutoff).
• The photo shows a bouquet delivered, but the house number is not visible.
• The photo shows an office building and bouquet, but the business name is not visible.

What Makes a Photo Invalid & NOT Useful?

If a photo has any of the issues below, it should NOT be used to confirm delivery:

• The image shows the sky/floor.
• The item is not visible.

Never mention or share a photo if it includes any inappropriate content. Always escalate any inappropriate content to your supervisor.

If there Is no Picture of the product or the house where it was supposedly Delivered, This Means That the picture of the delivery Took Is INVALID DO NOT SHARE IT TO THE CUSTOMER

How to Review a Photo in ATLAS?

• Open the order in ATLAS.
• On the Face of the order, Click on the thumbnail to view the photo.
• Evaluate the photo.

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

• Photo DSP Lister? Fault Code Manager Override Send Can? Valid Doesn't Matter Customer Yes No Invalid Yes DSP No Yes Invalid No Florist No Yes

Order Notes Requirements Your order notes must contain ALL of the following information:

• Was a Photo Proof of Delivery on the order and was it Valid or Invalid?
• Did you use the POD and describe it to the customer?
• Did the customer accept the POD or did they say it still was not delivered?
• Did you share the POD (via email or chat) with the customer?
• What was the agreed upon resolution & compensation?

Other Caller Issues

Florist Liaison Customers may call to share feedback—positive or negative—about a florist’s work. Remember: we are the florist, so never give out a florist’s name, name of the shop or direct phone number.

Instead, act as the customer’s advocate by communicating any messages or concerns internally, then update the customer with the resolution. QA Part of the process Of the QA?? YOU ARE NOT ALLOWED TO PROVIDE THE INFORMATION OF THE SHOP. You need to apologize For the Customer. You need the Word Checklist.

PayPal

PayPal Credit is an online payment method, and all customer service issues should be Handled As any other Credit Card.

This Includes :

• Standard CSI procedures

• Cancelling/Changing an order You should never process an order change that would increase the order total on PayPal Orders.

• Issuing Credit WE CANNOT ISSUE REFUNDS ON ORDERS OLDER THAN 180DAYS.

• For any rare Cases, You should create a CSI with a Manager Override and Manually Issue a Saving Pass for the amount due to the customer.

• All billing issues will be handled by PayPal and customers can access their account online

• If they feel they were charged twice and or missing a credit, please transfer to the Loyalty Department. ​

• If asked, refunds in PayPal may take 30-45 days to process.​

Executive Services Notes Indicator All orders that should not be worked by anyone except our Executive Services Team will have order notes that start with:​​

DO NOT TOUCH EXEC SERV WORKINGWILL FOLLOW UP​ Orders that can be worked will not have any asterisks or be noted as Exec Services.​​

If you come across an order marked for Executive Services: For chat, provide the customer with the Executive Services number. For voice calls, perform a soft transfer to the Executive Services team so they can assist the customer directly.

Health/Injury, Property Damage, Mold & Foreign Object Form

At 1-800-Flowers.com, we have an always-growing line of products beyond flowers. It is important that you are aware of the Health/Injury, Property Damage, Mold & Foreign Object Form so you can effectively help customers who call in to report the following types of concerns that require further investigation by the internal Quality team

• Injured by a product (i.e. a broke tooth, an allergic reaction)
• Property damaged by the delivery service (i.e. the recipient's mailbox was knocked over, the driver drove into the fence).
• Foreign object was found in the product (i.e. a machine screw, a piece of plastic. NOT bugs).
• Food quality is not as expected (i.e. the food arrived moldy, the food had a chemical taste).

If a customer calls to report an injury or potential hazard from one of our products, this is a potential legal issue. Immediately offer an apology for the incident and thank the customer for calling. What to Say to the customer: "Thank you for calling to let us know of your experience. I am sorry that this happened to you."

DO NOT accept any form of responsibility.

DO NOT agree to pay any medical expenses.

DO NOT give medical advice.

DO NOT ask for or offer reimbursement other than credit on order.

Foreign Object/Red Alert Form ( The Popcorn Factory & Cheryl's Cookies )

The Foreign Object/Red Alert CSI and form is completed for The Popcorn Factory and Cheryl's Cookies when a customer or recipient contacts us about a foreign object found in their food gift item.

This includes any complaints of illness, allergic reaction, or chemical taste.

What to say to the customer

• "I'm sorry tot hear of this issue, I'll be happy to escalate this and someone will get back to you within 24-48 Hours. Please Keep any remaining Product/Containers as we may need you to send those back for further Review"

Reports of ants/Insects in the box does NOT Require a RED alert

• " I am very sorry to hear there were insect found in your gift, unfortunately, sometimes they can get into the box during transit. I'll be happy to reship a new gift to your recipient and send you a saving pass. will the be alright with you

Escalation Queue For all brands, we have an Escalation Queue, that is managed by your leadership team which will help you provide a better experience to our customers. This queue should be used for escalated customer situations that may require additional support. This queue is for voice and chat workloads

Before transferring, remember to:

• Use your de-escalation skills.
• Consult the supervisor to provide the information the customer or recipient shared.