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FS

Yangga, Jomari 2372 Batch3MD2025!

We offer FREE DELIVERY nationwide & SAME-DAY delivery on SELECTED AREAS only. For addresses within the 'REST OF THE PHILIPPINES' option, deliveries may take up to 2-10 days.

Providers & Partner Couriers

    •        JM Riders

    •         Tri-S Riders

    •        Love Riders (GK)

    •        Gofer PH Bikers

    •        Dingdong

    •        Riderko

    •        AllEasy Go

    •        Logistikus

    •        Partner Couriers

    •          LALAMOVE

    •          Ninjavan PH - For REST OF THE PHILIPPINES OPTION (2-10 days)

TIME FRAMES

METRO MANILA (AREA CODE: 1)

Haig 283, 1550, Mandaluyong

   TIME                                  CUT-OFF

7AM - 10AM (5PM a day before)

10AM - 1PM (8AM)

1PM - 4PM (12NN)

4PM - 8PM (3PM)

8PM - 11PM 6PM (WEEKDAYS) | 7PM (WEEKENDS)

8AM - 6PM Anytime (1PM)

COVERED LOCATIONS

    •        Caloocan

    •        Las Piñas

    •        Makati

    •        Malabon

    •        Mandaluyong

    •        Marikina

    •        Muntinlupa

    •        Navotas

    •        Parañaque

    •        Pasay

    •        Pateros

    •        Quezon City

    •        San Juan

    •        Taguig

    •        Valenzuela

    •        Taytay, Rizal

    •        Cainta, Rizal

    •        Antipolo, Rizal Barangay (Same Day Delivery)
                   Bagong Nayon, Dela Paz, Mayamot, Sta Cruz, San Roque

    •        San Mateo, Rizal

METRO CEBU (AREA CODE: 2)

A. Borromeo St., Borromeo Plaza II, 6000 Cebu

TIME CUT-OFF

7AM - 10AM (5PM a day before)

9AM - 1PM (8AM

1PM - 5PM (1PM)

5PM - 8PM (4PM)

8AM - 6PM Anytime (12PM)

COVERED LOCATIONS

    •        Cebu City

    •        Cordova

    •        Lapu-Lapu City

    •        Mandaue City

    •        Talisay City

    •        Consolacion

    •        Liloan

    •        Minglanilla

DAVAO (AREA CODE:3)

Araullo Extension, Davao City 8000 Davao Del Sur

TIME CUT-OFF

7AM - 10AM (5PM THE DAY BEFORE)

9AM - 1PM (8AM)

1PM - 5PM (12PM)

5PM - 8PM (4PM)

8AM - 6PM Anytime (12PM)

COVERED LOCATIONS

    •        Poblacion

    •        Talomo

    •        Agdao

    •        Buhangin

    •        Toril

    •        Ugbok

    •        Bunawan

    •        Calinan Marilog

    •        Baguio

    •        Paquibato

REST OF THE PHILIPPINES (AREA CODE: 4)

TIME CUT-OFF

Anytime (2-10 days) 2PM (in order to ship the order within the day)

COVERED LOCATIONS

Locations that are not mentioned from the previous and succeeding rows.

GREATER MANILA (AREA CODE: 5)

TIME CUT-OFF

9AM - 1PM (7AM)

1PM - 5PM (11AM)

8AM - 6PM Anytime (5PM THE DAY BEFORE)

COVERED LOCATIONS

    •        San Pedro, Laguna

    •        Imus, Cavite

    •        Bacoor, Cavite

    •        San Jose Del Monte, Bulacan

    •        Meycauayan, Bulacan

EXPRESS DELIVERY: 2-4 HRS (99PESOS)

TYPES OF FLOWERS

PRESERVED FLOWERS - 1-2 years velvety petals

ETERNAL FLOWERS - 2-3 years high quality soy wax (keep them away from direct sunlight, humidity, and wet environment)

FRESH FLOWERS - 2 or 3 to 5 days

DRIED FLOWERS - 1-2 years

KEEPSAKE GIFT - not allowed to personalized

PAYMENT METHOD

    •        Master and Visa

    •        Cash On Delivery (Max 2,500)

    •        Maya Wallet/QR PH

    •        GCash

EMAIL: contact@flowerstore.ph

Mon - Sun 6am - 12am

PH - (02) 85409773

USA - +1 442-249-7722

DELIVERY ACKNOWLEDGEMENT RECEIPT (DAR)

    •        Order Number

    •        Recipients Details (Name, Number, Address, List of Items)

    •        Date and Time of delivery

    •        Payment Amount

    •        Delivery Instructions

    •        Qr

SALES INVOICE FOR RETAIL

    •        Order Number

    •        Name/Company Name

    •        Company Address

    •        TIN

    •        Soft or Hard Copy

FOR HARD COPY OF SALES INVOICE

    •        Name

    •        Contact Number

    •        Address

    •        Prepare date and time frame of delivery

Maximum of 400 characters for messages

for ribbon maximum of 6 words

4-6 ft. Sympathy Flowers

Lifespan beautiful you 12 roses 2-5 days

Personalized Bouquet - 25 Characters

Personalized - We also have same-day delivery for retail

REDELIVERY/RETURN AND EXCHANGE

    •        24hrs

    •        Same day delivery

    •        2 redelivery

    •        Cut off 7pm - Manila

    •        Cut off 3pm - Cebu/Davao

    •        Bad Quality - Redelivery

    •        Wrong Item - Redelivery

INTERNATIONAL BRANCHES (POTICO)

    •        Thailand

    •        Vietnam

CX - customer

RX - recipient

SECRET ADMIRER

EMAIL:

REFUND

    •        Credit/Debit - 3-5 business days

    •        Next monthly billing statement (Credit)

    •        Depends on issuing bank (Debit)

SISTER COMPANY - Potico.ph (Non floral)

TYPES OF FLOWERS

Preserved Flowers - Made from real flowers that went through a sophisticated preservation process. Can last 1-2 years, velvety petals
Eternal Flowers - 2-3 years high quality soy wax (keep them away from direct sunlight, humidity, and wet environment) Fresh Flowers -Real flowers, can last up to 3 to 5 days Dried Flowers - 1-2 years Keepsake Gift - not allowed to personalized

REDELIVERY/RETURN AND EXCHANGE

    •        24hrs

    •        Same day redelivery

    •        2 attempt for redelivery

Mother’s Day Campaign - May 8-14

Time Frame

8AM - 2PM (5PM a day before cut off)

12PM - 8PM (2 or 3 hours before cut off)

Corporate Order - Bulk orders Corporate@flowerstore.ph

Vending Machine Locations

Greenhills Mall - GF VMall/In front of Watson New Port - Eighty One Mall Hallway Serendra - Ground Floor BCCT - Arrivals Lobby

Vending Machine Payment

Gcash Alipay Wechat Pay Union Pay Maya

For Supplier Email

procurement@flowerstore.ph nfprocurement@flowerstore.ph

E2

HOMEPAGE

    •        Vendors

ORDER NUMBER - serves as a tracking number

Order Number composed of 16 digits

    •        11 - System update

    •        2025- year

    •        01 - Month

    •        23 - Date of the purchase

    •        100- Area code Metro Manila, Cainta, Taytay, Selected areas of Antipolo

    •        200 - Metro Cebu

    •        300 - Davao

    •        400 - Rest of the Philippines

    •        500 - Greater Manila

Example order number: FS-1120250123100059 (Last 3 digit number of order - Sequence of orders/kung pang ilan nag order si cx)

IMPORTANT NOTICE:

Tracking order using Email,Name of Biller, Contact Number drop down and choose CUSTOMER. Tracking order using order number drop down and choose ORDER. Deliveries are by batch. Tracking order using Payment Reference for Debit and Credit Card, Maya drop down and choose PAYMENT REFERENCE

IMPORTANT NOTICE: Always verify first if who you are talking to.

Order Status

On Hold - Fraud Order: multiple orders, cod, and same details, OOS, Pending payment Accepted - Confirm order Ready for Production - Ginagawa palang Ready to Ship - Naghihintay ng rider Rider Assigned - Hawak na ni rider yung order, may rider na Shipped - Naka alis na si rider , otw si rider Delivered Failed Delivery - rx is unavailable, wrong address

Note: We can not guarantee a specific time of arrival.

EXPRESS DELIVERY - Priority delivery (99 pesos)

2 to 4 hours includes the processing and delivery time.

Delivery attempts - 3 the 2 is redelivery.

3 Automated Email that customer will receive

Order confirmation Shipped/In Transit (Tracking number, Rider details) Delivered

Fraud Order - multiple orders, cod, and same details.

E2 is use for tracking orders

Global Search - Search Bar

Note: 15 mins window time for riders to wait the recipient

Tickets - shows the resolution made on the following order

Our Beautiful You (12 Roses) features 12 gorgeous red roses with rosal eucalyptus leaves.

Our Beautiful You (12 Roses) Deluxe includes 15 gorgeous red roses with rosal eucalyptus leaves.

Rose Bouquet Size: Approximately 19in (48cm) in height.

Note for personalized message: Please specify on the checkout notes the names or words you want to put on it. Maximum of 25 characters.

Manually printed - Re printed the DAR/MSG

Proof of Delivery - Upon Request

Order Number - Serves as tracking number

MARKETPLACE

Partner merchant of flowerstore. A platform where sellers can showcase their products for sale. Offers a wide range of products, allowing FS to showcase its offerings alongside those of other vendors. 200 active partner merchants in our network. Some partner merchants can deliver nationwide with a lead time of 2-10 days. Retail - from flowerstore

Personalized Items & Lead Time

Some marketplace merchants allow customers to customize their orders to match their unique preferences and requirements. However, this process typically requires a lead time especially for items that involve detailed or highly specific personalization.

Sales Invoice / Official Receipt

Same Address and Same Delivery Date (the sales invoice will be FREE DELIVERY if the cx request to be deliver together with the item) Different Address or Different Delivery Date (Additional Delivery Fee)

SALES INVOICE FOR MARKETPLACE

    •        Order Number

    •        Name/Company Name

    •        Company Address

    •        TIN

    •        Soft or Hard Copy

FOR HARD COPY OF SALES INVOICE

    •        Name

    •        Contact Number

    •        Address

    •        Prepare date and time frame of delivery

CANCELLATION PROCESS

Identify the reason of the cancellation request Check the type of order and the amount Confirm the status with the designated partner merchant If eligible for cancellation; inform the customer Ask for the needed information for refund Create a refund ticket; make sure to indicate the correct amount. Wait for the MP head approval.

NOTE: Refunds for the marketplace can lead 3-5 business days.

REDELIVERY PROCESS

Identify the reason of redelivery MISSING/ BAD/ WRONG ITEM : Ask for photo FAILED DELIVERY : CX FAULT - Plus redelivery fee Confirm the details with the assigned partner merchant If eligible for redelivery; Inform the cx regarding the process Update the delivery time frame. Create a brief and precise note on E2

REFUND PROCESS

Identify the reason for the refund. MISSING/BAD/WRONG ITEM: Ask for a photo Confirm the details with the assigned partner merchant If eligible for cancellation; inform the customer If eligible for refund, check for payment method and ask the necessary details Create a refund ticket; make sure to indicate the correct mount. Wait for MP head approval.

Communication Tool for partner merchant - Viber

GROUP CHATS

CS to DISPATCH DISPATCH to CS FINANCE - refund request, sales invoice, payment confirmation TRACKER - details of rider, ilan ang order na dala ni rider REFUND REQUEST - order number, reason of refund, mode of payment PHOTO BEFORE DELIVERY PH - DVO - CS & DISPATCH PH - CEB - CS & DISPATCH ESCALATION - DTI Cases, Irate Cx whose asking for supervisor Template: Order Number Contact Number, Vendor, Concern, Cx solution request

RIDER/POD - ORDER REFUND - REDELIVERIES - Missing, Wrong, Bad, and Pick Up Items for redelivery Template: Order Number, Vendor, Reason, Concern, Attach Photo

MARKETING - Voucher MARKETPLACE - Voucher/s, Giveaway/s, Social Media related concerns

CHAT GUIDES

CS - AI CHAT

Mark as solved once the concern is totally solved.

UNASSIGNED - All chats that still don’t have an agent attending to.

ASSIGNED (Everyone) - All chats that is already have other agent attending to.

ASSIGNED (Only Me) - All chats assigned to you.

GUIDELINES

Respond promptly and politely Be clear and concise - avoid long or complicated explanations Personalize your message - use the cx name and refer to specific details in their inquiry to make the response feel tailored. Stay professional and empathetic Provide complete and helpful solutions

EMAIL

Be polite and courteous Provide clear and direct answers Acknowledge the issue Apologize sincerely Offer a solution End on a positive note

Regards,

Raiven Customer Representative FlowerStore.ph

CALL GUIDELINES

Wave - Outbound calls that we make when we want to “reach out” to our customer

Incomplete Delivery Details Details for Personalized Items Out of stock/Replacement Aircall - Inbound calls that we “receive” from the customers

Follow up order Complaints Inquiries