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Face of the Order: Product Information
As you scroll down through the Face of the Order, you will also see the product information for each item.
Hover over the numbers for additional information on each section.
DTW delivery time window customer may pay an additional price to have their order delivered during a specipic 9aml 12 pm-3pm 6pm in the recipient time zone
Caller Types
Identifying the caller type is important because it can change the resolution we offer.
Whether it’s a customer, a recipient, or even a florist, knowing who you’re speaking with helps guide the right next steps. Florist Customer Recipient Caller Types
Hover over each caller type for more information. Vendor Outplacement Others
Contact Types Voice agents do not need to make a selection it will automatically update to Telephonic.
Telephonic MON Contact Types
third party Other
100% Confidentiality All customer information is confidential. Confidentiality rules apply to all caller types — customers, recipients, florists, or third parties. If verification fails, do not share any information. Offer to contact the customer if needed. Follow Article KA-01610 for verification steps before sharing any details, and never release information to the recipient.
Understanding Authorization Statuses Click each status to see how it appears on the Face of the Order.
Approved
Approved & Captured The credit card has been approved for the purchase.
The credit card has been authorized. The order total has been deposited into the brand's account.
The credit card has been charged.
Authorization Network Timeout
Declined The credit card was unable to go through the authorization process. The card must be authorized before proceeding.
The credit card has not been charged. The credit card did not receive approval for the purchase.
The credit card has not been charged.
Reviewing Order Notes Before opening a CSI, always review the order notes. They provide a detailed history of actions taken on the order and help you understand the customer’s issue before taking any steps. Read notes from top to bottom to follow the timeline of actions.
Look for important details:
Who contacted us Why they contacted us What the issue was How it was resolved Based on the order notes above, what was the main issue reported by the customer?
Customer received the wrong item.
Customer's order was not delivered on time.
Customer wanted to cancel their order.
Order History It generates the chronological history of an order and is read from top to bottom. Hover over the arrows to learn more about what information you'll find on this screen.
IFTHE ORDER WAS NOT PLACED COLUMN IT WILL SHOW ID 1193
DLC
Message Types NEW – New Order.
NTN – Indicates the package has a new tracking number.
ORDR – Indicates that the order was sent to a vendor via Bloomlink.
REP – The order has been replaced.
REJ – Indicates the florist or vendor refused the order and sent the order back to 1-800-Flowers. In most cases, the message will include the reason for the "reject" such as product not available, too late for delivery, or price.
DUP – The order has been duplicated.
FED – FedEx status update, such as confirmation of Pick-up or Delivery Confirmation.
FOR – Original florist who was sent the order “passed” the order to another shop to fulfill for a variety of reasons.
FRA – Order has been marked as fraud. DO NOT tell customer the order is marked as fraud. Take no action on this order and provide customer phone # for Purchase Verification (866-521-8029)
ASK – A communication such as a question, request for a price change, or providing/asking for status information.
ANS – Response message to an ASK.
CAN – Sent when 1-800-flowers cancels an order with a florist.
CON – Acceptance of a cancellation.
DEN – A decline to the request for cancellation.
HLD – The order is held. DLC – Delivery confirmation from florist.
DLCA – Indicates the florist made a delivery attempt but was unsuccessful.
DLCF – Delivery confirmation from florist.
DLCU –Delivery confirmation from a vendor.
DLOU – Message from the florist indicating the order is out for delivery. This is not a confirmation of delivery.
RES – Resend order to florist.
Tracking an Order
Pay attention to the different statuses: The green color indicates what has already been completed. The red color indicates that it has not been completed yet. GPT orders can be in the following statuses: FPT orders can be in the following statuses:
Transferred by Bloomlink
In Bloomlink Transfer Queue
Confirmed @Vendor
In Bloomlink Express Queue
Successfully Called Out
Unread @Vendor
Hold Order
Successfully Transmitted
Hold Order
Cancelled, or Processed for Delivery (No Action can be taken)
If the order has been cancelled, you cannot create a new CSI for it and you cannot issue any additional compensation .If the order has been processed for delivery, you cannot make changes or cancellations.
If you see the message “You cannot issue compensation for delivery issue, not received on this order until 8 pm in the recipient’s time zone”, it means the order still has time to be delivered. Do not provide any compensation. This message will not appear if: The CSI is opened before or after the delivery date or if the delivery location is coded as a Business, Funeral Home, or School.
Order is in the REJ, FLE ,or TLO Queue (Action is required)
If it is in REJ, locate another shop to send the order to. If it is in FLE, locate another florists outside of the WIR and do a Fill Box, or do an Order Change CSI with the customer to a vendor product (if possible) as there is no shop in the area. If it is in TLO, we must call the shop listed and provide all order details over the phone. The shop must also agree to payment by check and a FILL box must be filled out.
Order is Locked by another agent ( action is required)
When a customer calls regarding an order that is locked, please let the customer know the order is being processed and offer a callback to take place within 30 minutes.
Review Article KA-01895 for additional steps.
Lesson Summary Use Face of the Order & Message Types – These help you check order status, florist/vendor details, and understand message codes like ASK, DLC, and REJ. Always Open a CSI – Any customer, recipient, florist, or shipper contact requires a CSI to document the interaction. Watch out for alerts on the Face of the Order – Alerts tell you when you cannot create a CSI, make changes, or issue compensation. Review Order Notes – Check order notes to understand previous actions, resolutions, and any refunds or adjustments.
How to Create a CSI
Quick Recap: What is a CSI? A CSI documents who reached out, why they reached out, and what was done. This record keeps everyone aligned and avoids duplicate work if the customer contacts us again.
Always open a CSI — every time, for every contact. Customer, recipient, florist, or shipper — it doesn’t matter.
Now that you know what a CSI is, click each logo to look at the different CSI types you’ll use depending on the brand.
(1800 f.com)
Status check reciept order change cancel Billing Discrpancy Delivery issue Quality issue Delivered wrong
( Cherlys coockies )
Cancelled Non Delivery Delivered with issues Quality issue Billing Discrpancy Ordered chnged Gift Issue
( The P. Factory )
status check Incorrect Gift recieved Cancel order Gift msgs personalization
CSI Types
Hover over each CSI Type for the Floral 5 brands for a definition and click each audio icon for an example of what callers may say for each CSI Type.
Status Check
Receipt
Delivery Issue
Order Change
Quality Issue
Delivered Wrong
Billing Discrepancy
Cancel
Status Check CSIs
Important: 1-800-Flowers.com's delivery hours are between 9:00 AM and 8:00 PM in the recipient's time zone.
Unresolved - Leave CSI Open If the customer reaches out before the delivery window closes, we still have time! Open a Status Check CSI and leave it open (select Unresolved – Leave CSI Open as the suggested resolution).
Review Article KA-01504 for more information. Closing the CSI If a DLC posts after 8:00 PM in the recipient’s time zone, the CSI will automatically close. Turning Off Passport Auto-Renewal If a customer contacts us to disable their Passport auto-renewal, you should open a Status Check CSI. Use the Detail Code: Customer Checking Status of Order and the Reason Code: Turn Off Auto-Renewal. The suggested resolution is No Compensation Allowed. Walkthrough in ATLAS
Click here to watch a video on how to leave a CSI open.
Delivery Issue CSIs
Delivered Early This means the order was delivered before its scheduled delivery date. This scenario can happen when florists/shippers make early deliveries due to weather.
Delivered Late This can occur due to weather, the recipient was not available, incorrect information was entered on the web/phone or if a customer paid for a Delivery Time Window (DTW).
Not Received This can occur due to weather, the recipient was not available, incorrect information was entered on the web/phone, or the recipient refused.
Flex Delivery
During the holidays (i.e., Mother's Day), flex delivery options are available to customers. Flex delivery allows the florist and some vendors a span of days to deliver. Be sure to review the order carefully and keep this in mind when working CSIs.
( Replacement Process and Management )
A replacement is created as a new order in the system and sent to a shop. For the customer, it’s just their order being corrected or fulfilled. Replacement orders do not charge the customer. They should be offered when handling CSIs such as Delivery Issue, Delivered Wrong, and Quality Issue.
Never issue a replacement if the delivery window is still open.
- Rules & Guidelines to Follow
Before processing a replacement, be sure to verify the recipient's address and include the apartment or floor number if applicable.
If a delivery was made but with an issue (delivered wrong, damaged, poor quality), a replacement should be arranged.
We allow a maximum of 2 delivered replacements. Always check the order history to confirm the number of replacements.
On the CSI Resolution screen, you must use the Replace Order button to initiate the replacement process. This button triggers a cancel message - meaning a cancel message will automatically be sent to the shop when a Manager Override was NOT used to initiate the replacement.
- How to Process a Replacement
Changing details No fee to repleaaced another details of the recieptient
- REplacement example & how to handle
Reasons to offer a replacement: The wrong gift was received. The wrong flavor/color/size/etc. Contents/components arrived in poor condition. Agent entered the address incorrectly. A hard good (vase, tin, cookie jar) was broken or damaged.
Reasons we would NOT offer a replacement: Customer Errors Personalized Gifts Offer to refund the customer and have the customer place a new order on the website. OR we can resend a gift without personalization. Two replacements have already been sent
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Duplicating an Order 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.
( 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.
Quality Issue CSIs
Low Perceived Value This means the customer/recipient did not feel like the arrangement was filled to its value (i.e., a large size was ordered but when delivered it looked like a small).
Packaging / Box Some scenarios include if the packaging/box arrived wet or with foreign objects or insects.
Add-Ons (Balloons, Plush) Some scenarios include the add-on arrived broken/torn, melted/frozen, stained/dirty or low perceived value.
Container / Vase / Basket / Bag
Some scenarios include if the item was broken/torn, leaking, low perceived value, paint peeling, or stained/dirty.
Cancel CSIs Customer Does Not Want Some scenarios include if the customer found another gift, recipient is no longer at the address, or the product/price/tax/service charge.
Cancel Test Order Sometimes internal company employees process orders in production for testing purposes. This should NOT be used on regular production orders.
Order Duplicated This scenario is when the order is duplicated by the agent or placed on the web.
Passport Renewal Cancel The Passport Membership will be canceled, the full amount will be refunded, and the auto-renewal will be turned off. Cancel CSIs should only happen prior to the delivery date. When a customer's payment cannot be authorized. Declined Credit Card
( Delivered Wrong CSIs )
Process this CSI type only for missing, incorrect, or wrong items. Do not use it for product quality issues like damaged, spoiled, or items with low perceived value.
Add-On Some scenarios include missing add-ons, incorrect balloons received, or incorrect add-ons due to agent error.
Flowers / Plants Some scenarios include arrangements with incorrect flowers or plants, wrong colors, missing items, or substitutions that were not approved.
Container Some scenarios include containers that are the wrong color or substitutions not approved.
Personalized Product Some scenarios include missing personalization or incorrect personalization. Some scenarios include missing or incomplete food items.
Food Some scenarios include missing cards, cards that are smudged, illegible, or contain errors.
(Billing Discrepancy CSIs)
No Knowledge of Charge Some scenarios include if the customer says they did not place this order, multiple authorizations, order was placed by a third party.
Passport Purchased Telephonically This scenario is when the customer has a Passport membership but their benefits are not applying and is charged for shipping.
Wrong Amount This scenario is used when the wrong amount was quoted, promo code applied the incorrect amount, credit was not applied, or the service charge was the wrong amount. This scenario is used when the customer reaches out with questions or issues with their Savings Pass.
Savings Pass
Receipt CSIs Email Receipt/Confirmation This scenario includes if the customer wants their order confirmation email resent. Receipt of Credit Issued This scenario includes if the customer wants an email showing their refund we issued. Confirm that the customer's email address is correct before proceeding.
( 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:
Compenation 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.
Unresolve - 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 Over ride
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.