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MON 2 SVR

MON 2 - SVR ( Supervisor)

Introduction to SVR SVR is a queue where we validate an order before sending it out to be fulfilled.

In the queue, you will find replacement orders as well as orders that are on hold for missing information.

A determination must be made if the replacement order looks legitimate or not. Is the recipient the same on the original and the replacement? Is the product price the same or is the reason for the difference listed in the Order Notes? Are there similar past orders in ATLAS?

For orders on hold, the customer will need to be contacted for any missing information.

Accessing the SVR Queue

  1. Click [Actions] and type “SVR.”
  2. Click [OK].
  3. Select the type of product and brand based on instructions from your manager.
  4. Click [OK].
  5. Highlight an order and [GO TO ORDER].

If a line highlights in red instead of blue, the issue is already being worked by someone else.

Review Order As with all CSIs, you must review what has previously happened on this order to understand what needs to be done.​

Review the Order Notes​, Messages​, and Order History.

Replacement Order in SVR You will see the REP in the action field in the history.

  1. Click [CSI].
  2. Click [View Linked Orders].
  3. Review orders by checking the order notes, history, product, price, and delivery address.
    1. Any standing approvals by a manager should be honored.
    2. Does the replacement make sense based on the original order and order notes?
      1. Yes: Resend the SVR.
      2. Example: The customer called because the flowers dead and we ruined the wife’s birthday. We are replacing them for delivery tomorrow with a larger arrangement and explained why with manager approval in the order notes.
      3. No: Cancel the SVR.
      4. Example: The original order was going to the customer’s mother. The replacement is going to someone in another state that the customer never ordered for before and the order notes do not explain why.

Note: Contact the manager on duty if you see more than two replacements.

Order on Hold/Incomplete Order The Order Notes may indicate that the customer requested the order to be placed on hold or you may see that critical information like the credit card, product or recipient information is missing from the order.

  1. Open a second ATLAS session.
  2. Copy and paste customer’s telephone number and search to see if a new order has already been placed.

If no new order is located, contact the customer (and verify) to see if we can resolve.

What to Say to the Customer: "Hello my name is [INSERT NAME] I am calling from 1800FLOWERS.COM, regarding order number [INSERT ORDER NUMBER] dated for [INSERT DELIVERY DATE] to be delivered to [INSERT RECIPIENT NAME]. How are you today? (wait for and acknowledge customers response with appropriate tone). I just wanted to call and see if I could help you complete your order."

Unable to Reach the Customer

  1. Leave a message. = What to Say to the Customer: "Hello my name is [INSERT NAME] I am calling from 1-800-FLOWERS.COM regarding you order number [INSERT ORDER NUMBER] please contact us as soon as possible at 1-888-222-0405."
  2. Put notes in Order Notes to duplicate order upon customer contact. CSI should remain open during this time.
  3. Setup call back time. = Order should be left in queue until customer contact for a maximum of 4 hours for Order On Hold/Incomplete Orders.
  4. After the appropriate time, if we have not heard from the customer, follow the process for cancelling the order.

Resolution

Resend Vendor/Direct Ship Order:

  1. Enter Order Notes.
  2. Click [Actions].
  3. Type “RES.”
  4. Click [OK].

Florist Designed Order:

  1. Call and confirm with a florist they can take the Order.
  2. Enter Order Notes.
  3. Click [Actions].
  4. Type “RES.”
  5. Click [OK].

Cancel

  1. Enter Order Notes.
  2. Click [Actions].
  3. Type “CAN.”
  4. Click [OK].
  5. First pop-up: = "Do you want to delete this order?" = Select [Yes].
  6. Second pop-up: = "Is this order fraud?" = Always select [No].
  7. Click [Exit].

House Accounts Orders with a “Cpy” beginning with "H" are house accounts and will be worked by a different team. They should be skipped when you are working SVR.

Note: If you see that they are not being worked and one or more has been in queue for more than 24 hours, please notify the manager on duty.

Summary

Process orders quickly and accurately, making sure each one is legitimate and includes all required details before sending it out.

Always follow established procedures to minimize risk, prevent fraud, and reduce chargebacks

Communicate effectively by actively listening, responding appropriately, and providing knowledgeable, personalized assistance.

Focus on customer satisfaction by delivering efficiently and building trust, confidence, and long-term loyalty.