MON 1 ASK/ANS, TLO, & REJ Queues MON Queue Overview Welcome to the MON When an order lands in a MON queue, it has been processed, but something’s blocking it from being completed. Our MON-TRA (MON Mantra) is "Find a home for all orders!" Course Objectives -Understand what MON is and why it exists. -Act proactively to protect the customer experience. -Learn how to work MON orders with speed, accuracy, and care. MON Overview: How We Deliver Excellence -Understand the Work Orders in the MON queues are processed but not complete. Each one has a question that must be answered before delivery. Your job: spot what’s missing and finish the order correctly. -Act with Ownership Be proactive, persistent, and precise. Check details, verify facts, and decide on first touch. Each smart action prevents delays, credits, and rework. -See the Impact Every queue connects to someone’s important moment. When you work accurately, gifts arrive fresh, beautiful, and on time. That’s what creates an Excellent customer experience. Where the Work Happens The Four Queues You’ll Master Every MON order lands in a queue for one reason; something needs your attention. Each queue has a purpose, but the goal never changes, find a home for all orders. Your clarity, judgment, and notes keep the promise alive. ASK When a Florist Needs Information A florist can’t finish an order until they hear from us. Maybe they need a price approval, a substitution decision, or delivery details. Your focus: Provide complete answers quickly, so they can design and deliver on time. Tip: Use the three-line note template to capture why, what, and who before you close the message. ANS When We Respond This is where clarity matters most. You’re sending answers that either unlock or delay an order. Your focus: Be accurate and specific. Reference the question, confirm the solution, and document the action taken. Tip: End every ANS with a confirmation line (e.g. “Confirmed delivery for 5/10 with Rose & Vine Florist”). TLO When We Call It Out Some orders don’t transmit automatically and need a personal touch. You contact shops directly to place and confirm the order. Your focus: Call the preferred shop first, then follow the Search Protocol (WIR → SZP → LMF/FAF). If no shop can take it, call the customer to offer a replacement option. Tip: Before removing from queue, complete a “Remove from Queue” to Shop 19712 — billing only. REJ When a Shop Can’t Deliver A rejected order means a customer’s moment is at risk. Your job is to find another shop or a new solution fast. Your focus: Work the Search Protocol in order (WIR → SZP → LMF/FAF). *Before cutoff/future dated: Speak to 3 shops / max 10 calls *After cutoff or weekend: Speak to 3 shops / max 3 calls If none are available, call the customer to offer a GPT replacement and document fully. Tip: For sympathy orders, always call the florist before transmitting and set a callback if needed. Master Queue The Master Queue organizes MON work by what matters most. Always start here unless directed otherwise. Funeral Orders Time Zone Occasion Delivery Date ATLAS matches issues to your skills, so you see only the highest-priority work. You will learn how to review orders and the various rules associated with florist and vendor orders. Accessing the Master & Specific Queues From the ATLAS Welcome Screen: 1. Select [Actions]. 2. Type the queue name in the Find field (MAS for Master Queue, REJ for Reject Queue, etc.) *You can also scroll to search 3. Click OK to open the Queue. Master Queue Processing The yellow area will tell you what queue the issue is being pulled from. This information can also be found in the Queue Type field. The area with the blue highlighted fields provides information about the order. Action Buttons ​ *Go to Issue: Enter the queue screen.​ *Exit: Leave the Master queue.​ Sorting by Time Zone When working a specific queue, you should always check the time zone to identify if it’s too early or too late to make calls. Ensure that you are calling the customer, recipient or florist within the timeframe given in their time zone. CMON Customer Managed Order CMON – Customer Managed Order Network The CMON Queue holds orders owned by the customer-service team that need follow-up outside the standard MON flow. CMON issues often involve complex customer or vendor coordination. For example, when an order flips from florist fulfillment to a direct-ship replacement. Work CMON only if you are trained and assigned; follow the same accuracy and empathy standards used in MON. Accessing the ATLAS Log Use the ATLAS Log to review your completed MON 1 issues. -From the Welcome Screen, click [Actions]. -Type LOG -Click OK. Efficient Florist Communication Be clear, confident, and informed. Every detail matters. Clarity builds trust Know the order, understand the product, and be ready to explain changes in plain language. When discussing price or substitutions, state facts calmly and confirm mutual understanding. Your goal: keep the florist informed and the customer’s promise intact. Communication Behaviors -Explain why -Confirm next steps -Approve with confidence Knowledge Supports -Know the occasion -Know delivery rules -Know substitution & price policies Confidence comes from clarity, not authority. When you know the product and rules, your calm tone earns cooperation. The florist says a flower is unavailable and asks for a $5 price increase. Tell them to cancel. Check substitution and price change guidelines, approve if within limits, and confirm details. Ask if they can use roses to fill out the bouquet. Escalate immediately. Price changes always need supervisor approval. BloomNet® Calls & Florist Codes Know who you’re speaking with and what rules apply. Florist Agreements These guidelines define how we partner with florists and help you resolve customer concerns quickly and consistently. Where the order is going Schools are considered businesses and have various closing times. Business/Hospital/School Residence All Fruit Bouquet Orders International Cutoff Window Orders must be SENT to a florist by the times listed for the type of location. 2:00pm Monday thru Friday 1:00pm Saturday 11:30am Sunday Florist Substitution Policy Review the 1-800-FLOWERS.COM® substitution guidance and familiarize yourself with the suggested substitutions provided on individual recipes throughout the Design Resource Guide (DRG). DRG Follow the DRG when filling I-800-FLOWERS.COM® orders. Overall shape, size, and style of the arrangement must be maintained. COLOR Maintain shades and color combinations of the arrangement. Type Utilize similar type flowers (e.g., spike for spike, round for round). Substitutions should be of equal value. Variety Prioritize variety over color in single variety arrangements. Container Use containers listed in the DRG, paying particular attention to style and color. Codified Never substitute codified products unless you receive the express consent of 1-800-FLOWERS.COM®. Delivery Delay Request When a florist can’t deliver today, communicate, confirm, and care. Same Day Delivery Before Cutoff or Future-dated Orders Check the WIR to see if there are other shops to fill the order. If no shops on the WIR, check LMF and FAF. If shops are found, call and try to speak to 3 shops, making a maximum of 10 outbound calls. Transmit the order or FIL the order with the shop as necessary. If there are no shops on the WIR, call the customer for approval. Same Day Delivery AFTER Cutoff Call and speak to 3 shops, making a maximum of 3 outbound calls, to find a shop that can deliver the order today. If a shop can deliver today, transmit the order. If no shops can deliver today, and it's within calling hours, call the customer for approval. If its outside calling hours send an email. If you get voice mail, leave a detailed message, then approve the original shop's request. Click to see the voice mail Script Price Change Request When a florist asks for a price adjustment, there are certain steps and considerations to follow BEFORE approving the change. Always check the order notes, history, and messages FIRST. Check the WIR to see if another BloomNet florist can take the order: Florist is Found 1 Select the new shop from the WIR. 2 Send the order to the new fulfilling shop. 3 Enter order notes. 4 Cancel with the original shop by sending a message with the appropriate template and details. Florist NOT Found 1 Use SZP to expand the search. 2 Select [WIR]. *Select [SZP]. *Choosing each zip code from the top of the list (the top florist is closest to the zip code on the order) will give you a new list of florists to send to. International Florist NOT Found 1 Approve the price change. 2 Send the appropriate price change template to the original fulfilling shop Answering Call for Price Change 1 Price change requests transmitted electronically should be submitted through an ASK message. Price changes requested by phone by shops calling us can be approved for up to $10 without having to send an ASK message. Same Day Delivery Before Cutoff/Future Dated 1 Check the WIR for other shops to fill the order. 2 If a shop is available, transmit the order. 3 If not, approve the price requested. * If the price is 50% of the merchandise amount or lower, you may approve the price change. * If the price is more than 50% of the merchandise amount, approval of a team leader/supervisor is required. Write it Right Click on each image to read the scenario. Choose the version of the message that’s clear, respectful, and complete. Then read and discuss why it works. Redelivery Request Scenario 1: Redelivery Request A florist needs clarification about a customer’s quality complaint. Which message helps them act fast? Florist’s Reply: Can you explain why this needs to be redelivered? We already delivered the order yesterday. Option A: Please redeliver order. Send confirmation as soon as possible. Thank you and have a nice day! ✅ Option B: Please redeliver this order due to a quality issue. Customer ordered a dozen Gerbera Daisies and received ten wilted flowers. Customer is disappointed and requests a full redelivery. Please confirm once sent. Cancellation Message Scenario 2: Cancellation Message A customer received the wrong item. Which message communicates the issue clearly? Message to the Florist: Please cancel this order. Florist’s Reply: Denying cancel. Reason: This was delivered on 2/16 and signed for by the recipient. You can’t cancel at this late date. By: John C. MAS NO 50070139 ✅ Better Option: Please cancel this order because the wrong item was delivered. Customer ordered Spring Tulips but received a Get Well arrangement. Customer declined redelivery. Thank you! Lack of Information Scenario 3: Lack of Information A florist receives a vague message with no context. Message: Please cancel this order. Florist’s Reply: DENYING CANCEL!!!!!! By Ed C. MAS NO 50073700 ✅ Better Option: Please redeliver this order due to a quality issue. The recipient stated via email that the product was of poor quality and value and was very upset because the arrangement was a surprise. Customer stated that the arrangement contained many wilted flowers and the vase was cracked. Thank you! Write it Right Click on each image to read the scenario. Choose the version of the message that’s clear, respectful, and complete. Then read and discuss why it works. Florist Point of View The florist receives repeated short messages with no context. Agent Message (Poor): Please cancel this order. Florist’s Reply: This was delivered and signed for. Why cancel now? ✅ Corrected Message: Please cancel this order due to a quality concern. Customer reported wilted roses. Customer declined replacement and requested credit. Tone & Professionalism Scenario 5: Tone and Professionalism A customer used harsh language to describe the product. How should you word the message? Option A: Customer said the bow was pathetic and the flowers looked sparse. ✅ Option B: Customer felt the arrangement didn’t match the photo. Please redeliver to meet design standards. Thank you for your help. Just as important is clear communication through order notes. Click on the button to learn more about writing clear, concise, and thorough order notes. Remember to write notes before sending, deleting, or closing anything. -What to Include *Who you spoke with *What was discussed or decided *Why the action was taken *LM, VM, NA for call results *Clear, factual, professional language -When to Add Notes *Substitution, price change, or delivery delay decisions *Customer approvals or declines *Florist acceptances or refusals (ASK, TLO, REJ) *Vendor ASK customer contact and outcomes *WIR or SZP attempts on REJ orders *TLO calls, fax/email sent, or "too late to call" *Rejected By steps and retransmission *Escalation or supervisor involvement -When NOT to Add Notes *You took no action (no calls, no changes) *The order is marked Do Not Touch *A Call Back was just set within 2 hours *You opened and exited an order without contacting anyone -Quality Standards *Don't copy and paste old notes *Don't repeat harsh customer wording *Keep notes short but complete *Notes must tell the full story so the next agent can follow it More from the Florist's Point of View Be Clear Avoid "blind" and unclear messages that leave florists guessing. Be Thorough Include what happened, what needs to be done, and why. Be Empathetic Respectful detail saves time, avoids frustration, and protects the customer's experience. Your message is part of the customer journey. Clarity shows respect for your florist partner. From the Florist's View "When I get a vague message, I have to stop everything to guess what went wrong. While I'm trying to reach you for details, new orders pile up and customers in my shop are waiting. Every unclear note delays someone's gift. Every clear message helps me deliver faster, keep quality high, and protect your customer's promise." How you can help Me Tell me why the change is needed, what the customer expects, and who I should contact or confirm with. That saves time for both of us and keeps deliveries fresh, on time, and exactly as promised." Mercury and Bloomlink Message Entry (MME) Messages sent through MME often reach these florists directly via the Bloomlink system, so accuracy and tone are essential. Your message becomes their instruction. The letter cases in the MON interface are sentence cases however, when messages are sent thru an MME, you are still unable to switch the cases to proper capitalization. Use MME to send accurate messages and keep orders visible. *The MME function lets you send a message while keeping the order in the queue. *Use it when you need to follow up later or wait for more information. Message Flow *ATLAS *MME *Bloomlink *Florist Response Before you can select a new shop, the MME function will prompt you to send a cancellation. Identify Message Type & Florist's Code Inside every order sent electronically, there is a Florist’s shop code and electronic message sequence number. Message Type The Message Type tells you what kind of message the florist sent. This will help you understand the situation at a glance. Shop Code / Sequence Number The Shop Code / Sequence Number tell you which shop is associated with the message. SUMMARY Start in the Master Queue to focus on the highest-priority issues first Know your queues: ASK, ANS, REJ, TLO, and CMON — each has its own purpose. Communicate clearly and respectfully: Listen first, stay calm, and explain why and what needs to happen. Avoid blind messages: Give full context so florists can act without delays. Document accurately: Notes should tell the full story — who, what, and when. Close the issue once resolved to keep queues current and customers happy. Working ASK & ANS Queues Florists use the ASK and ANS queues to share updates or ask questions about an order. They will not deliver the order until they receive a response from us, so these issues must be worked quickly; ideally resolved on the first call. Florists could ask us about anything. As with any queue, always review the order details before responding: *Delivery Date: confirm timing and urgency. *Order Notes & History: check what actions have already been taken. *Messages: see if the order was sent through the WIR. *Special Instructions or Card Message: ensure accuracy before acting. Fast, accurate responses prevent delivery delays and help keep customer promises. Florist Response Templates Response templates ensure clear, professional, and consistent communication with florists. They help you quickly handle common situations like cancellations, payment disputes, price changes, and substitutions, saving time and reducing errors. Standardized responses prevent confusion, avoid delays, and keep orders running smoothly for both florists and customers. ASK Additional Info Needed -We are actively gathering the requested information from our customer and will update you as soon as possible. We appreciate your patience and your commitment to excellent service! Price Change for Additional Delivery Attempts, DLCA on File -Thank you for your efforts on this order. I've reviewed it and see that a delivery attempt was made, but the recipient was unavailable. To support you, I've added additional payment. Please redeliver the order as soon as possible. We truly appreciate your commitment to providing great services -thank you! Price Change for Product -Thank you for your attention to this order. I've reviewed it and updated its value accordingly. We kindly remind you of our expectation that all orders are filled to their full value without requesting additional funds. We truly appreciate your dedication and the care you put into every order. Thank you for your continued partnership! ANS Delivery and Product -Thank you for your attention to this order. I've reviewed it and updated its value. If you don't service this zip code, please reach out to BloomNet as soon as possible to update your servicing profile. Keeping your profile updated helps ensure smoother order processing and fewer issues. We appreciate your attention to this and your continued partnership. Thank you! Response for Substitution Approval -Thank you for letting us know about the need for a substitution. To help prevent any follow-ups or delays in the future, please refer to the substitution guidelines located in the Utilities Section of BloomLink. Our goal is to make sure the recipient's gift closely resembles the original order while allowing you the flexibility to make necessary adjustments. If a substitution is made, please send us an INFO message with the details so we can stay aligned. Please know, all substitutions are made at the florist's discretion and are subject to potential customer service issues. Thank you for your care and dedication-we value your partnership! CAN Cancellation: Out of Delivery Area -We understand how important every order is, and we truly appreciate your partnership. If this zip code is outside your delivery area, please take a moment to update your servicing profile in BloomNet so we can better align future orders. If you're ever unable to fulfill an order, kindly reject it as soon as possible this helps us avoid delays and ensures a smoother experience for everyone involved. Thank you so much for your continued support. Cancellation:1" Shop Can't Fulfill the Order, Agent Found a New Shop -We completely understand that situations arise where an order can't be fulfilled. In the future, if you're unable to deliver an order, please kindly reject it-this helps us prevent delays and follow-up inquiries, and ensures a smoother experience for everyone. Thank you for all that you dowe truly value your partnership. Decision Aids Making the Right Call Use these decision aids to guide quick, accurate choices when florists request a substitution, price change, or delivery delay. Always review the order details, confirm the guidelines, and document your decision before approving or escalating. Substitution Guidelines A substitution can be approved if: -The product is of equal value and similar style. -The colors and design stay close to the original. -The item fits the occasion (never change sympathy products to vendor items). *If the request does not meet these guidelines, check the WIR for another shop. *If no shop can fill, contact the customer for approval. *Always leave detailed notes explaining what was approved and why. Price Change Process Approve a price change if: -The amount is within BloomNet’s $10 limit for same-day delivery. -The florist’s request follows the guidelines in the MON Solution Matrix (KA-01676). If the change exceeds limits or breaks policy: *Escalate to a supervisor for review. *Document the details and decision clearly in the order notes. *Always write messages that are factual, polite, and easy for the florist to understand. Delivery Delay Approve the delivery delay only when: -The florist can deliver the next day, not later. -The customer agrees to the delay. If the customer cannot be reached: *Leave a voicemail with an apology and new delivery date. *If voicemail is not available, approve next-day delivery and email the customer if trained. *Enter detailed notes on all contact attempts. Handling Substitutions When a florist requests a substitution, follow these steps to decide and act correctly. Review the Request Follow the Substitution Guidelines If the Request Does Not Meet Guidelines Same-Day Delivery - Before Cutoff Document Everything- Record in order notes who you spoke to, what was discussed, and what was approved or denied. Use clear, factual language so anyone reading can understand the full decision trail. When to Escalate Locating a Florist If the florist on the order can't fulfill, you need to find a new florist. Start with the WIR, then surrounding zip code (SZP), and last, if there are no other florists found, check the websites Locate My Florist and Find a Florist. WIR- The first place to look is the WIR. SZP- If there are no florists in the WIR, use SZP to check for florists in surrounding zip codes. Websites- If you can't find any florists in surrounding zip codes using SZP, try to find one using Locate My Florist and Find a Florist. No Florist- If, after all searching, you haven't found a florist, try to flip to a vendor product. SEND TO SHOP CALL THE SHOP F7 why you need a new How to Send a Price Change Message Open a CSI based on the issue (i.e. Quality Issue) then: Under Select Action Type, select Message to Fulfiller. Select Order Change Information to the Florist from the popup box that opens. Check the Price Change box and input the new price being paid out to the florist in the field under it. Write a message to the florist explaining why there was a price change. Click Send Message. Delivery Delays When a florist cannot deliver today, act quickly to confirm the next best solution. Review the Situation *A florist may request to deliver the order the next day instead of the original date. *Customers expect timely delivery, so we must communicate and confirm before approving any change. *Never change a sympathy order to a vendor item to accommodate a delay. Customer Contact Process -Always follow this contact order to resolve the issue on the first touch: *Call the customer using the primary number on the order. *If no answer, call the alternate number (if listed). *If still unsuccessful, email the customer if you are email-trained. *If you are not email-trained, notify your supervisor so an email can be sent on your behalf. -If the customer approves the delay: *Call the recipient to let them know about the new delivery date. *Process an Order Change CSI to update the delivery date in ATLAS. *Leave detailed order notes summarizing the conversation. *Close the CSI. -If the customer declines the delay: *Apologize sincerely and process a Cancel CSI. *Document the interaction clearly. *Offer to read the card message if appropriate (for customer care) If the Customer Cannot Be Reached -If the customer cannot be reached after all attempts: *Leave a voicemail with an apology and the new delivery date. “We’re very sorry that your order will be delayed. Delivery is now set for [new date]. Please call us at 866-521-8030 if you have any questions.” *If there is no voicemail or machine: ~Approve next-day delivery to keep the order moving. ~Email the customer if trained, or contact your supervisor to request an email be sent. *Record detailed notes in ATLAS, including all contact attempts and your decision. Documentation Standards *Every action should be notated clearly: ~Who you contacted (customer, recipient, or florist). ~What was approved or declined. ~The updated delivery date. *Use calm, professional, and empathetic language. Key Reminders *Delivery delays must be limited to one day only unless directed otherwise by leadership. *Always act with empathy. A short apology and proactive call protect customer satisfaction. *Keep workflow current by closing the CSI once resolved. Common ASK Issues ASK messages can include special cases that require extra attention. Select each issue type to the right to learn the correct process and see where to take action in ATLAS. Need Information -The florist is missing key details such as an address, phone number, or location clarification needed to complete delivery. Possible Duplicate -The florist believes two identical orders were sent for the same recipient and needs confirmation before fulfilling. Florist Requesting Payment -The florist is asking for payment on an order they fulfilled and needs confirmation or correction of the payment status. Resolving Issues & Writing Clear Notes -Resolve issues completely and document every action clearly. Every issue must be fully resolved before it leaves your queue. Follow the correct resolution step, then record what happened in detailed order notes. Clear notes show who you spoke with, what was decided, and what actions were taken. 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. Close the Issue: After completing all actions, ensure any open CSIs are closed. After that you choose from the list below and follow the instructions outlined over the next few slides. *Send a response *Send a price change *Delete the message *Set up a call back to wait for more info Remember: If the issue is resolved, the previously opened CSIs should be 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, factual, and free of personal opinion. Example 1 - Substitution: BLOOMFIELD FLORIST sent an ASK message requesting to substitute pink roses for red roses. WORKING ASK QUEUE//BLOOMFIELD FLORIST ASKED TO SUBSTITUTE PINK ROSES FOR RED. TRIED TO CONTACT THE CUSTOMER AND LEFT A VOICEMAIL. FOR THE NEXT AGENT, PLEASE ASK THE CUSTOMER IF THE SUBSTITUTION CAN BE APPROVED. IF APPROVED SEND A MESSAGE TO THE SHOP TELLING THEM IT IS APPROVED. IF NOT APPROVED TRY TO FIND ANOTHER SHOP TO FULFILL. SENT A MESSAGE TO THE SHOP ADVISING WE ARE WAITING FOR A RESPONSE FROM THE CUSTOMER. Example 2 - Date Change: BLOOMFIELD FLORIST requested a date change to tomorrow – the order came in past cut-off for same-day delivery. WORKING ASK QUEUE//BLOOMFIELD FLORIST REQUESTED A DATE CHANGE FOR TOMORROW AS THE ORDER CAME IN PAST CUT OFF. TRIED TO CONTACT THE CUSTOMER AND LEFT A VOICEMAIL. FOR THE NEXT AGENT, PLEASE ADVISE THE CUSTOMER THAT THEIR ORDER CAN NOT BE DELIVERED TODAY AND GET APPROVAL FOR DELIVERY TOMORROW. IF APPROVED SEND A MESSAGE TO THE SHOP TO LET THEM KNOW. SENT A MESSAGE TO THE SHOP WE ARE WAITING FOR A RESPONSE FROM THE CUSTOMER. Example 3 - Product Not Available: BLOOMFIELD FLORIST does not have arrangements available and requested a cancellation, there are no other shops in the WIR. WORKING ASK QUEUE//BLOOMFIELD FLORIST DOES NOT HAVE PRODUCT AVAILABLE AND REQUESTED A CANCEL. THERE ARE NO OTHER SHOPS IN THE WIR – CONTACTED THE CUSTOMER AND WAS ABLE TO LEAVE A VOICEMAIL. FOR THE NEXT AGENT, PLEASE ADVISE THE CUSTOMER THAT THEIR ORDER CAN NOT BE DELIVERED AND OFFER A GPT ITEM INSTEAD. IF APPROVED PROCESS ORDER CHANGE TO GPT ITEM. Resolving by Action Type Match your resolution step to the situation. Different issues require different actions. Select each resolution type below to see when and how to use it. Send a Response -Use when the florist needs an update or confirmation. *Choose message type, write a clear response, and click Send Message. *Always include the reason and next step. *End with “Thank you.” Delete Message -Use only when the message needs no further action. *Confirm issue is resolved and all CSIs are closed. *Supervisor approval is required before deleting. *Add final note confirming closure. Send a Price Change -Use when payment needs adjustment. *Enter new price using the proper ATLAS message type. *Add detailed notes explaining what changed and why. *In the example below, the price was correctly changed from $50.98 to $55.98. Set a Call Back -Use when waiting for customer input or confirmation. Sometimes we cannot resolve the issue right away, and the customer is not reachable. To ensure follow-up, set a Call Back time instead of opening a CSI. The issue should remain in the ASK or ANS queue until the customer responds. To set a Call Back: 1. Click [Call Back] or press [A / t] + [B] 2. The default person will be the customer. 3. Set the time for 2 hours in the future or for a specific time when the customer is available. 4. Click [Save] or press [F6] on your keyboard. If you receive the issue again in the Master Queue and a Call Back is still active: *Same-day delivery: Use your judgment to ensure the issue is resolved and the order is delivered. *Later delivery date: Do not set another callback. Exit the order without adding new notes to avoid unnecessary repetition. Vendor ASK Messages Vendor ASK messages come from shippers, not florists. Handle them carefully and through the correct channels. Click on each step of the process to learn more. Step 1 -Identify a Vendor ASK Message *Vendor ASK messages are sent by our shippers, not by florists. *You can identify these messages in the ASK queue by the word “EXPRESS” in the top right corner of the message screen. ~The message will be filtered to you is you are in the Master Queue (MAS). ~From the ASK queue, select Express. *The message usually includes shipping details or an update about a delivery issue (for example: recipient address problem, weather delay, or damaged package). Step 2 -Do Not Contact the Vendor Never send a message to or call a Vendor. *If you are unsure of the message meaning in the “Text or Reason” field, consult a supervisor before taking action. *Your role is to communicate with the customer and update the order, not to contact the shipper. Step 3 -Review and Correct the Order (if needed) If the message indicates a delivery problem or incorrect information: ~Review the order details carefully in ATLAS. ~If address information needs correction, complete a CSI – Order Change to update the address. ~Always confirm the product is still available in ATLAS before calling the customer. ~If the product is unavailable, prepare alternative product suggestions. Step 4 -Contact the Customer and Provide Options Based on the message type, provide one of the following resolutions: Delayed Delivery – Redelivery Next Day Ask the customer if they agree to next-day redelivery. Delayed Delivery – Future Date Offer to schedule redelivery for a later date. Create a REP order and issue a $15 Savings Pass (SP) to the customer. Delayed Delivery – No Product Acceptable If the customer refuses the delay or any alternative, issue a full credit and ensure the correct fault code is used. Damaged Contents or Package Follow the standard Damaged Order process outlined in the Knowledge Base. Enter detailed notes about what happened and how it was resolved. Step 5 -Complete the Order *Enter detailed order notes describing all customer contacts, decisions, and actions taken. *Once the issue is resolved, delete the message from the queue to close the ASK. *Do not leave unresolved Vendor ASK messages in the queue. Vendor ASK messages require calm, clear communication. You are the customer’s link to resolution. Act quickly, document clearly, and never contact the vendor directly. ASK Escalation Queue The Ask Escalation queue contains ASK messages that have been escalated. You will need to be skilled for this queue and will be able to access it via the Master Queue. When to Escalate -Only certain scenarios should be escalated. Supervisor approval is required to escalate. An ASK message should only be escalated when supervisor approval is required, and the issue cannot be resolved at the agent level. Escalation is appropriate for: *Injury or property damage reported by a florist. *No fulfillment solution available (no shops in WIR, no GPT availability, or no acceptable customer alternative). *Legal threats or potential claims (e.g., florist mentions legal action). Do not escalate messages for substitutions, price changes, or simple delivery delays that can be handled within policy. How to Escalate an ASK Message & access the queue -Escalating and accessing escalated messages. Supervisor Responsibilities -Supervisors should follow these guidelines when the receive an escalated ASK message. When a supervisor receives an escalated ASK message, they must: *Review all previous actions and notes to ensure every option was attempted. *For injury or property damage: complete the Incident Form on the intranet. *For unfillable orders: verify WIR, FAF, and GPT checks before approving cancellation and credit. *For legal or claim-related issues: escalate to the 1-800-FLOWERS.COM *Operations team with full documentation. Supervisors should add final notes summarizing their decision and action. Documentation Requirements Always document everything clearly and factually. *Agents must document why the escalation was necessary, including all steps already taken. *Supervisors must document the resolution and decision outcome. *Use clear, factual notes. These cases are reviewed for audit and compliance. ASK Sub-Queues The ASK dashboard breaks ASK messages into 5 categories, per specific words/phrases within the messages sent from the shop(s). The totals do not include the ASK Escalation Queue. Click on each sub-queue name to learn more. ASK-Not Classified (Default) Includes all messages that do not fit into the other sub-categories. ASK-Price Change Includes all messages where a price change has been requested. ASK-Cancel Includes all messages where the ship has requested a cancelation. ASK-Substitution Includes all messages where the shop has requested a substitution. ASK-More Info Includes all messages where the shop has requested more information in order to complete the order (i.e., Apartment number, phone number). When selected you will need to choose "Select The Type of Product", Company Group, and select OK to get the order list for the ASK category selected. Note: The default type of product is Floral and Company to select is FLOWERS. You can adjust the following: *Floral and Express buttons (from FPT to GPT) *Company Group using the dropdown list (far right, upper-corner) You can also select any of the ASK Sub-Menu categories using the dropdown in the upper, center of the screen. See the definitions for each category below. ALL: Includes all orders that do not fit in the submenu categories below VIP Includes all orders that require "Concierge service MCSI: Includes all orders that have multiple CSis SPECIAL: includes all orders requiring "White Glove service REPLACEMENT: Includes all orders having already incurred at least 1 replacement PREFERRED : Includes all orders from Preferred Shops PREMIER : Includes all orders from Premier Shops FRANCHISE Includes all orders from Franchise Shops TLO Queue Telephone Outplacement TLO Queue Overview If ATLAS can’t send an order electronically, the system moves it to the Telephone Outplacement Queue (TLO). TLO orders cannot be transmitted automatically, so an agent must call a florist, share the order details, and set up payment for fulfillment. Keep in mind: As long as an order remains in TLO, it is not yet in a florist’s hands and is at risk of not being delivered on time. To access the TLO queue: *Select [Actions] from the ATLAS Welcome Screen. *Type “TLO” in the Find box. *Click [OK]. To access a TLO issue: *Click on the issue you are looking to resolve. *Select [Select TLO] to access the issue. Make sure to and work the issues from top to bottom The TLO Process All issues are assigned to a florist. You must call the florist to find out if they can take the order. There are steps you must take along the way depending on the answer. The general flow for TLO is below. We will walk through each step and contingency plans. Contact the Florist Listed - Find a New Florist - Mitigate if no Florist Found Contacting the Florist Listed Every TLO order lists an initial florist to contact. Call the florist and provide all order details (recipient, product, delivery date) to see if they can fulfill the order. If the florist CAN take the order *Ask if the florist can receive the order by email ~If so, click the email button *Select Phone to provide additional order details over the phone. If the florist CANNOT take the order *Select Refused *In the Auto WIR Override Detail Code window, select the reason why the florist cannot take the order. *Select OK. *Enter detailed notes in the Order Notes screen that opens. *Click Append Save to save your notes and return to the TLO issue. *Find a new florist to take the order. Locating a Florist If the florist on the order can't fulfill, you need to find a new florist. Start with the WIR, then surrounding zip code (SZP), and last, if there are no other florists found, check the websites Locate My Florist and Find a Florist. WIR- The first place to look is the WIR. SZP - If there are no florists in the WIR, use SZP to check for florists in surrounding zip codes. Websites - If you can't find any florists in surrounding zip codes using SZP, try to find one using Locate My Florist and Find a Florist. No Florist - If, after all searching, you haven't found a florist, try to flip to a vendor product. Calling a Florist Make the Call -The Phone screen displays all information the florist needs. Click the info button to learn more. *Call the selected florist using the phone number shown at the top of your screen. *Read the TLO script and share the complete order details. *If the florist needs help creating the product, press [F11] to view the Product Description for design and component details. Why the Call Matters Calling ensures the florist has the time, flowers, and components to deliver on schedule. Not calling can cause: *Rejected orders and additional MON messages. *Delivery failures and unhappy customers. If the Florist CAN Take the Order - Follow the steps outlined earlier. How a TLO Can Be Resolved - There are a few ways to resolve a TLO order. Click the info button to learn more. For future delivery dated orders when it is too late to call shops in the area, leave the issue in the TLO queue for another agent to call during normal business hours. The acceptable call times to call the florist are:​ 7am - 6pm (Monday-Friday)​ 7am - 2pm (Saturday and Sunday) Remember: ⛔ DO NOT follow the Remove from Queue process. Enter order notes explaining that it's too late to call. Exit the TLO issue and move to the next issue. ✏️ Example Order Notes: TOO LATE TO CALL THE ORDER OUT AS THE SHOPS IN THE AREA ARE CLOSED. LEAVE ISSUE WITHIN THE TLO QUEUE UNTIL 8AM IN FLORIST'S TIME ZONE AND THEN ATTEMPT TO CALL OUT. Remove from Queue Process When no florist is available to fill the order, the order must be removed from the TLO queue so it no longer shows as unassigned. To do this, fill the order in ATLAS to close it in the system. Afterward, process a replacement to switch the order to a GPT (vendor) item so it can still be delivered. You can perform the remove from queue process from the CSI Screen or the TLO Screen. CSI Screen Remove from Queue from CSI Screen 1. Click the CSI button. 2. Select Outplacement as the contact type. You will then be redirected to the face of the order in New CSI. 3. Select the appropriate CSI, Detail, Reason and Resolution Code(s). 4. Select the Fill Order button to open the Fill Order Screen. 5. Complete the following fields: a. Talked to: fill with Remove from queue. b. Total Price: fill with the total price we are paying the florist. c. Wire Service: fill with FFX. Select Add FFX d. Shop Code: Change to BILLING. 6. Click Yes to fill the order. TLO Screen Remove from Queue from TLO Screen 1. Click on the Fill Order button to open the Fill Order Screen. 2. Complete the following fields: a. Talked to: fill with field with Remove from queue. b. Total Price: fill with the total price we are paying the florist. c. Wire Service: fill with FFX. Select Add "FFX", d. Shop Code: change to BILLING. e. Florist detail: change to 19712 Billing Purposes Only. 3. Select Yes to fill the order. Reject (REJ) Queue What is the REJ Queue The REJ Queue is where orders are sent to be worked when a florist rejects an order because they can’t deliver it, or because the system has automatically rejected it if it hasn't been acknowledged within 60-90 minutes. Orders in the REJ queue need another florist who can deliver. Time is critical. Every minute counts. Rejected orders delay deliveries, risk missing special occasions, and can lead to disappointed customers. Acting fast helps ensure every order is delivered on time and with care. Reasons for Rejecting Orders Out of Delivery Area Product or Flower Not Available Internal REJ Resolving a Reject Queue Order Determine whether you need to use the Rejected By button by viewing the WIR and exhausting all other possible florists using SZP. If you are not successful, contact the rejecting shop to see if they can possibly deliver a substitute or deliver for a price change. After it's determined that an order can be sent back to the same florist it was rejected by, use the Rejected By button to transmit the order. Rules and Reminders *Time sensitivity: Always treat REJ orders as urgent. *Call limit: make 10 attempts before cutoff time; 3 attempts after cutoff time. *Sympathy orders: Never convert to vendor products. They must remain florist filled. *Documentation: Each action must include detailed, factual notes, including each florist and person you spoke with. Below is a step-by-step process for how to do this. Click on each step to walk through the process. Open Order -Select GOTO Order at the bottom of the REJ Queue Screen. Access Actions -The Customer/Payment Information screen will open. Click Actions. Open WIR -From the Action Codes dropdown, select WIR - Florist Lookup and click OK. Confirm Prompt -When the Automatic Florist Selection box pops up, click Yes. Call & Reject By -You will see all florists in the WIR. If there are no other shops to send the order to, call the original shop to see if they are able to accept the order. If they can, click the Rejected By button. ℹ️ If the original shop CANNOT take the order, call the customer to get their approval to either change the delivery date or change the product to a GPT item. Enter Password -You will be asked to enter a password. Type WIRREJ and click OK. Select Florist & Note -The original shop that rejected the order will appear on the Rejected Florist Look Up Screen. Click on the shop and then click Select Florist . After you select the florist, you will be brought back to the CSI Resolution screen where you leave detailed order notes. ✏️ Example Order Notes: WORKING REJ//1800FLOWERS AMOUR FLORIST P DNC REJECTED ORDER//NO SHOPS ON WIR//CALLED AMOUR AND THEY AGREE TO TAKE THE ORDER FOR $10 MORE//RETRANSMITTED ORDER WITH PRICE CHANGE Reasons for Rejecting Orders Product or Flower Not Available - 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. *If unable to leave voicemail: ~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. Internal REJ Orders -The Internal Reject Message is triggered when a florist has not read the WIR status within 60 to 90 minutes of receipt. The system will reject the message, placing it in the REJ queue. Locating a Florist If the florist on the order can't fulfill, you need to find a new florist. Start with the WIR, then surrounding zip code (SZP), and last, if there are no other florists found, check the websites Locate My Florist and Find a Florist. WIR -The first place to look is the WIR. SZP -If there are no florists in the WIR, use SZP to check for florists in surrounding zip codes. *When you can't find a florist in the WIR, your next step is to check in surrounding zip codes (SZP). Click the SZP button to search. Websites -If you can't find any florists in surrounding zip codes using SZP, try to find one using Locate My Florist and Find a Florist. *As discussed in the ASK/ANS lesson, try using Locate My Florist or Find a Florist when you can't find one in the WIR or in a surrounding zip code. Find a Florist: www.findaflorist.com/ Locate My Florist (LMF): www.locatemyflorist.com No Florist -If, after all searching, you haven't found a florist, try to flip to a vendor product. If you don't find a florist in the WIR, SZP, or online, we will not be able to deliver a florist designed product. Your next step is to offer the customer a vendor item. Before calling the customer, make sure to have a few substitution product ideas ready. If the customer accepts a vendor replacement: *Open an Order Change CSI. *Replace with the discussed item on the discussed delivery date. *Add detailed order notes. *Close with $15 Savings Pass or with credit (if applicable). *Follow the Remove from Queue process. If the customer doesn't accept the vendor replacement and requests a cancellation: *Open a Cancel CSI. *Add detailed order notes. *Close with a full credit and $15 Savings Pass (if applicable). *Follow the Remove from Queue process. If you get the customer's voicemail: *Set up a callback. *If working on past dated order, flip to CMON via delivery issue CSI. *Follow the Remove from Queue process. In all cases, this would be an internal exception. Calling a Florist -Using the contact numbers listed, just like TLO, call each florist and ask if they can deliver the appropriate product to the listed address on the requested date. *Call the selected florist using the phone number shown at the top of your screen. *Read the script and share the complete order details. *If the florist needs help creating the product, press [F11] to view the Product Description for design and component details. Note: Write down the name of each florist shop you call and the name of the person you spoke to so that you can add that information to the order notes. Use the information at the top of the window to locate the assigned florist. Contact the florist using the scripting on the screen. Recall from TLO: Resend the Order to the florist Weekend Process -For FPT rejects, instead of making a maximum of 10 outbound calls, make a maximum of 3 outbound calls to try and call shops to fulfill an order. If no shops were found call customer to offer a GPT replacement. If get the customer's voicemail, leave a detailed message, send the customer an email, create a Cancel CSI leaving it open, then delete the message from the queue. ℹ️For future dated orders, follow normal process. A florist rejects an order matches with Click the Rejected By button and retransmit. No florists available after calling matches with Call the customer to offer a vendor replacement or cancel. Original florist agrees to take the order again matches with Document notes and close the issue. Order successfully reassigned matches with Find a new florist using WIR or SZP. Reviewing a new REJ issue matches with Check delivery date, notes, and order history before acting. Fruit Bouquets & Shari's Berries Working Fruit Bouquets & Shari's Berries MON Issues Fruit Bouquets and Shari's Berries orders follow the same MON process as floral orders, but fulfillment and substitution rules are brand specific. These gifts are perishable and limited. Act fast, confirm fulfillment, and document every decision. Click on each of the steps below to learn more. Accessing Orders Locating these product types in ATLAS. -Agents should only access orders through the direct queue if they are directed to. Most agents work through MAS Queue. -Accessing MON Queues *From the Welcome Screen, click on [Actions] and select the queue that you would like to work. *On the Product Selection box, always select Floral and Flowers. *Agent should choose the queue they wish to work in and utilize the dropdown in the top right of the screen locate fruit-specific orders. Understanding Shop Types Look for shops that can fulfill the order. -Fruit Bouquets and Shari's Berries - WIR/VWIR *In the first view, each shop type is represented as it would be in the WIR. *Yellow-Our #1 choice to fill the order *Be-Must not be selected. *White (P) In network Can be contacted to see if they are able to fulfill *White (U) - Not in network - Can be called for basic orders, in the hopes that they can help us out with the order. *You can see that no shops in this list are able to fulfill a Fruit Bouquet order by checking the FB field for a Y *In VWIR, you can see if the shop is a BloomNet (P) shop or a Universal (U) shop who is a member of a different wire service but you can't tell what tier the BMT shop belongs in or if they should be red or yellow *Notice that the first shop is named Manor Fruit Shack-NY-FBO(Fruit Bouquet Only). In VWIR the FB field is mislabeled MS, but it still means FB in this case, if we were trying to fill a FB order, this is the ONLY shop we would call and we would NOT ask them to fill a non- FB order. Fulfillment Rules Finding and calling shops Substitution & Price Changes Following floral MON rules ASK/ANS Queues *Designers will sometimes have something that they need to tell us or a question to ask. *Those messages come to us through the ASK and ANS Queues. *Frequently, the shop may hold the delivery until they hear from us. ~This means it is crucial that these queues are worked as quickly and efficiently as possible. *The goal is to resolve these issues on first contact. *The rules for Fruit Bouquets and Shari's Berries are the same as any other order. *The Substitution Policy is very similar to 1-800-FLOWERS.COM. See Article KA-03497 18F-Sales, Service & MON-Handling Substitutions *Be aware that for subs the "look and feel" of our arrangements will remain the same, with our designers paying careful attention to overall shape, size, style, and fruit variety combinations. *The Price Change Policy is the same as 1-800-FLOWERS.COM. See Article KA-01450 18F Brands-MON-How to Handle Price Change Requests *The Delivery Delay Policy is the same as 1-800-FLOWERS.COM with the exception of not calling the shop. See Article KA-03633 18F-MON-Delivery Delays Delivery Delays Following floral MON rules REJect Queue If a shop receives an order that they can't deliver, they will reject it. -Orders will also be auto rejected if they aren't acknowledged by the shop within a certain amount of time. -Those messages will arrive in the REJ queue so that we can find a shop who can deliver the order. Keep in mind, time is critical to ensure that these orders make it to the recipient on the day requested, so there is no time for back-and-forth messages. -We must be proactive and check the WIR and SZP (surrounding zip code) and attempt to find another shop that might be able to deliver. If we are unable to fulfill the order, we must contact the customer for approval of a vendor item that is similar and comparable, explaining that it will be delivered at a later date. If the customer does not approve, we may need to process a refund. Key Differences Differences between floral MON and Fruit Bouquets and Shari's Berries MON Key Differences to Remember Floral MON More available shops in WIR Substitutions based on flower type and color Price changes depend on florist cost Always vendor exceptions for sympathy Fruit Bouquets/Shari's Berrie's MON Limited FB or SB shops Substitutions based on fruit or dessert components Price changes depend on shipping and perishable handling No sympathy orders in this category SUMMARY Always start in the Master Queue -It prioritizes the most urgent issues first, especially funeral and early-time-zone orders ASK/ANS moves orders forward -Florists wait for our response to deliver, so review details, answer quickly, and resolve on first contact. Use Decision Aids to choose the right action -Follow policy for substitutions, price changes, and delivery delays, then document clearly. TLO and REJ mean high urgency -These orders are unassigned and at risk until you secure a florist or replacement. Act fast and call first. Order notes must tell the full story -Document who you spoke with, what was decided, and why — before you close or remove any order. Fruit Bouquets and Berries require fast, accurate placement -Fulfillment options are limited and products are perishable. Confirm eligible shops quickly and offer replacements when needed.