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REJ

REJ

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 = 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.

Product or Flower Not Available = f 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. Internal REJ

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.

  1. WIR The first place to look is the WIR.

  2. SZP If there are no florists in the WIR, use SZP to check for florists in surrounding zip codes.

  3. 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.

  4. No Florist If, after all searching, you haven't found a florist, try to flip to a GPT product

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.

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.

Always start in the Master Queue

It prioritizes the most urgent issues first, especially funeral and early-time-zone orders. TLO and REJ mean high urgency These orders are unassigned and at risk until you secure a florist or replacement. ASK/ANS moves orders forward Florists wait for our response to deliver, so review details, answer quickly, and resolve on first contact. Order notes must tell the full story Document who you spoke with, what was decided, and why — before you close or remove any order. Use Decision Aids to choose the right action Follow policy for substitutions, price changes, and delivery delays, then document clearly. Fruit Bouquets and Berries require fast, accurate placement Fulfillment options are limited. Confirm eligible shops quickly and offer replacements when needed