1800flowers · Offline Notepad

01/28/2026 04/16/2026

FLORAL 5 BRANDS:

1-800-Flowers.com 1-800-baskets.com fruit bouquets Shari's berries Simply chocolate

TPF - we can process compensation for these brands but it'll be different process CHERYL'S COOKIES - we can process compensation for these brands but it'll be different process

Limited access brands: (have to transfer the cx from the ff. brands) Harry and David vital choice Wolferman's bakery personalization mall things remembered

As much as I wanted to help you however I only have limited access here on my end. But if you have concern or order with 1-800-Flowers.com 1-800-baskets.com fruit bouquets Shari's berries Simply chocolate

I can definitely help you with that.

IF THE CX HANGS UP THE CALL WITHOUT THE AGENT PROVIDING A SOLUTION, THE AGENT SHOULD CALLBACK THE CX. (CALL AGAIN THE CX)

CSI ARE ONLY AVAILABLE FOR FLORAL 5

FPT (Floral Products Type) (Floral) - already arranged CARD MESSAGE (up to 5 lines) - NO TRACKING NUMBER! (local courier) GPT (Gift in the box product type) (Vendor) - receiver will arrange the item/s themselves (it can include wine, cold cuts, etc.) CARD MESSAGE - NO PROFANITY/VULGAR WORDS, NO EMOJIS (up to 3 lines) - IT HAS TRACKING NUMBER! (courier: UPS/FedEx)

bright blue - hyperlink bright red - critical, prohibited, warning call out bright purple - scripting bold black - lid on a bullet, call out bright green - helpful tips orange - deadline/time sensitive

REASON: JUST BECAUSE - NO EVENT or CELEBRATION AT ALL.

USA - 5 NUMBER (ZIP CODE) CANADA - 6 CHARACTERS (combination of nums. and letters.) INTL - ZIP CODE SHOULD LEAVE AS BLANK (00000)

KNOWLEDGE BASE: KA-09134 - zip code cut-off - if the screen pop-up it means that the product is not available for that zip code (on that day) INFORM THE CX and OFFER ALTERNATIVE DEL. DATE

IMPORTANT NOTES: WE DO NOT HAVE SUNDAY DELIVERY! 1-800-FLOWERS.COM DO NOT DELIVER TO MILITARY INSTALLATIONS DUE TO PERISHABLE ITEMS AND BASE SECURITY POLICIES!

SPECIAL INSTRUCTION ONLY APPLIES ON SYMPATHY/FUNERAL ORDER RIBBON FOR FUNERAL ORDER/S HAS A SPECIFIC LABELS- CHECK Item number: 17528MH for SYMPATHY RIBBON

If the cx has the SAVING'S PASS, details should be fill-in: GC# 19 digit code (received via email) and the pin code 4 digits

VIP cx special instruction: Please make extra special for VIP customer.

to save the sale! give a promotional code: closer26

Function Keys & Shortcuts Order Search The Function Keys will provide shortcuts to different functions in ATLAS F2: Show/Edit Addon in Recipient/Product/Card Mesg. Screen F3: Pulls Occasion List in Recipient/Product/Card Mesg. Screen and Explodes Shorthand codes in Card Message Window F5: Show/Edit CYO/Tower in Recipient/Product/Card Mesg. Screen F6: Show/Edit Card Mesg. in Recipient/Product/Card Mesg. Screen F7: Show/Edit Wrap-up in Recipient/Product/Card Mesg. Screen F8: Show Gift List F9: Terminate Order F11: Products and Promotions

CX WHO WANTS TO SEND GIFT FOR SOMEONE IN THE MILITARY/APO/FPO SHOULD BE DIRECTED TO SHERYL'S and The Popcorn Factory as these brands can ship to MILITARY/APO/FPO addresses.

Need to collect:

Location type (business, residence, hospital)
first/last name
address
phone number

in "Attention" you can see the company name/hospital name in cont'd address you can see the unit # of the recipient (if its a hotel/APT address)

ESTIMATED DELIVERY TIME:

school until - 9 am to 3pm business/hospital - 9 am until 5pm funeral/church - until 2pm (or depends on the service time) residence/APT - until 9am to 8pm

The florist is typically open during the business hours of 9:00 AM to 5:00 PM

ARTICLE KA-01663- F11 in ATLAS - is your tool finding the product

96359 - code for celebrations passport

Gift List are only for Cheryl's cookies and TPF.

Mode Of Payment: PHONE: paypal, AMEX Express, checkout, chase pay, master pass, visa checkout, paze, and klarna WEB MOBILE APP

ATLAS FUNCTIONS: LOCATION TYPE OF THE RECEIVER (Is it RESIDENCE, BUSINESS, BLDG, FUNERAL HOME, HOSPITAL, or SCHOOL?) F6 - For greeting message - Click EXPLODE so that the message will GO THROUGH F7 - ORDER SEARCH

01/29/2026 Payment part: ALWAYS MASK THE CALL ON THIS PART *If the cx is not a passport program holder, before proceeding with the order, use the upsell spiel. (make sure to ask for the ACTIVE E-MAIL ADDRESS) *Celebration passport program automatically renew each year unless auto-renewal is turned off. IF the cx doesn't want to subscribe anymore, it can be cancelled with maximum days of 30 days only after the renewal. *The Celebrations Passport® Points and Tier Program was retired on June 25, 2025. Customers may contact you with questions about the change - Refer to Article KA-01493 for FAQs and step-by-step guidance on handling these inquiries.

IN PAYMENT INFORMATION: In authorization status, if it shows ÄPPROVED & CAPTURED, it means that the payment was already billed to the cx.

MyHR: 2026003597 AEMenas99!

AVD spi-amena@1800flowers.com Flowersramp2026!!

ATLAS 1342 Inspiromday2026!

ATLAS https://customercareverse.myabsorb.com/#/online-course-player/7f654198-d53c-4f54-b516-7a51cc456aa0

Meeting ID: 496 069 385 751 68 Passcode: Ex68CE6H

ABSORB: https://customercareverse.myabsorb.com/#/profile/info

https://offlinenotepad.com/for-class

EFFECTIVE COMMUNICATION: Actively listen acknowledge/empathize

Practical Ways to Make It Right

To Listen Fully: Let the customer finish before responding. Avoid interrupting or correcting. Use short phrases like “I understand” To Use Empathy: Acknowledge the moment, not just the issue. Match your tone to how serious the moment feels. Stay calm and sincere To Take Ownership: Use “we” instead of blaming systems or processes. Acknowledge where we fell short. Focus on what happens next, not what went wrong To Restore Trust. Avoid arguing or debating details. Do not minimize the customer’s experience. Escalate when more support is needed (Escalation is part of Making It Right.)

SERVICE-SERVICE-SERVICE-SERVICE-SERVICE

FACE OF THE ORDER - IF THERE'S A MESSAGE TO THE CX INFORMATION AND IT IS RED, (EX. IT SAYS DO NOT "TOUCH") "TELL THE CX THAT YOU ONLY HAVE A LIMITED ACCESS TO THE ORDER." OR 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.

Delivery Time Window (DTW)

100% Confidentiality - Article KA-01610 for verification steps before sharing any details, and never release information to the recipient.

ALWAYS TELL THE CX AFTER SUCCESSFULLY ORDER TAKING: "PLEASE CHECK YOUR EMAIL AFTER 30MINS. TO CHECK YOU ORDER DETAILS."

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.

$15 SAVINGS PASS (SP) - GIVEN TO THE CX AS A VOUCHER (FOR LATE DEL/REDEL) ISSUE A FULL REFUND IF THE CX DOESN'T WANT A SAVINGS PASS - TO PROCESS, ASK YOUR MANAGER'S ID.

Message Types: 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. 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 fulfil 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) NEW – New Order. NTN – Indicates the package has a new tracking number. ORDR – Indicates that the order was sent to a vendor via Bloom link. 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.

TRACKING AN ORDER: Pay attention to the different statuses: *The green colour indicates what has already been completed. *The red colour indicates that it has not been completed yet.

Always Open a CSI – Any customer, recipient, florist, or shipper contact requires a CSI to document the interaction. ALWAYS START BY ASKING THE ORDER NUMBER!

Unresolved - Leave CSI Open - Article KA-01504 for more information.

Delivery issue - if the cx didn't received the order

Others - if the caller/cx is from FedEx or a representative/secretary on behalf of the cx - (800)463-3339

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.

Celebration Passport Member Benefits: 💲Free Standard Shipping 💲Automatic Benefits 💲Exclusive Member Discounts 💲No Minimum Order Size 💲Easy Account Management 💲One Low Price for 12 Months

VERBATIM enrolment script KA-03595: "Let me provide you with the important terms and conditions of the Celebrations Passport Program. The cost of this 12-Month membership is $29.99 plus applicable taxes. Your membership benefits start today, including this order, and are valid for 12-Months from today. The membership is cancellable at any time. However, because you are placing an order today, and using your Passport benefit, you would not be eligible for a refund. You will be receiving a membership welcome email with a link to the full Terms and Conditions. This email includes your membership information and how to contact us with questions or if you wish to cancel. Some items, locations and dates are ineligible for Passport benefits. These will be indicated on each of our family of brands websites or you may ask your phone representative for details.

For your convenience, your Passport membership will automatically renew each year thereafter on the 12-Month anniversary of your enrolment at $29.99 or at the then current price. The renewal will be billed to any eligible payment method on file, including the payment method used on your most recent purchase. You may opt-out of the automatic renewal feature at any time prior to your renewal date. At least 30 days prior to your renewal date, you will receive an email reminding you of the auto-renewal, the then current cost of your membership renewal, and how to cancel if you wish to do so. Do you wish to enrol today in the Celebrations Passport Program?"

Use the product code 96359 for PASSPORT SAVINGS. If the customer wants to avail the program, type the code in ATLAS so that the customer can successfully purchase the program.

LOYALTY DEPARTMENT - IF the customer wants to change their email address that is associated with their passport program account. (866) 257-7779 Hours of Operation: M-Sun 7am-10pm EST

Retired Points and Tier Program What You Need to Know: The Points and Tier system ended on June 25, 2025. Passport membership and shipping benefits remain active. Do not reference tiers or points as current benefits.

If a Customer Mentions Points or a Tier: Use Article KA-01493 for guidance. Warm transfer to the Loyalty Team if tier or coupon verification is needed.

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

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.

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)

(KA-03504) 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.

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

ORDER CHANGE Customer System Inquiries: 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.

GPT Orders: The order status determines what changes are possible—review it carefully before proceeding.

Order Change Cancel Cut-off: This shows when holiday orders can or cannot be changed or cancelled by phone, including FPT and GPT orders and special exceptions. KA-03505 cut off dates.

01/30/2026 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) - RESO: PARTIAL REFUND Flowers / Plants: Some scenarios include blooms did not open, broken heads/stems, covered in dirt, frozen, moldy or low perceived value. RESO: REPLACEMENT Packaging / Box: Some scenarios include if the packaging/box arrived wet or with foreign objects or insects. RESO: REPLACEMENT Add-Ons (Balloons, Plush): Some scenarios include the add-on arrived broken/torn, melted/frozen, stained/dirty or low perceived value. RESO: RE-SEND AN ADD-ON, REQUEST A REDELIVERY TO THE FLORIST. Fruit, Chocolate, Wine: Some scenarios include if the item was broken/torn, date expired, frozen, not fresh/spotted/brown, or low perceived value. RESO: RE-SEND AN ADD-ON, REQUEST A REDELIVERY TO THE FLORIST. RESO: REPLACEMENT or REDELIVERY Container / Vase / Basket / Bag: Some scenarios include if the item was broken/torn, leaking, low perceived value, paint peeling, or stained/dirty. RESO: REPLACEMENT or REDELIVERY

OFFERING A REFUND SHOULD NOT COME FROM THE CSR, IT SHOULD BE ASK BY THE CX. THE CSR SHOULD OFFER THE POSSIBLE RESOLUTIONS FIRST.

CANCEL CSIs: Cancel CSIs should only happen prior to the delivery date.

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. ONLY POSSIBLE PRIOR THE DEL. DATE (IF ITS ALREADY PROCESSING, or the VENDOR ALREADY ACCEPT THE ORDER - WE CANNOT CANCEL) - DUE TO PERISHABILITY OF THE ITEM, WE CANNOT RESELL THE ITEM. Declined Credit Card: When a customer's payment cannot be authorized. 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. IDENTIFY THE ORDER STATUS Passport Renewal Cancel: The Passport Membership will be cancelled, the full amount will be refunded, and the auto-renewal will be turned off.

For customer's who can't use their membership, try to verify if they are using the same email address that is associated with their celebration's passport membership account.

If the customer want's to turn off/ cut off their account, follow the ff. steps:

First and last name & email address that is associated with their celebration's passport membership account.
CSI: Status check
Then click turn off auto renewal.

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. POSSIBLE RESO: REDEL WITH $15 SAVING PASS Card: Some scenarios include missing cards, cards that are smudged, illegible, or contain errors. POSSIBLE RESO: Flowers / Plants: Some scenarios include arrangements with incorrect flowers or plants, wrong colours, missing items, or substitutions that were not approved. POSSIBLE RESO: REDEL WITH $15 SAVING PASS Container: Some scenarios include containers that are the wrong colour or substitutions not approved by the cx. POSSIBLE RESO: REDEL WITH $15 SAVING PASS as a compensation Food: Some scenarios include missing or incomplete food items. POSSIBLE RESO: REDEL WITH $15 SAVING PASS Personalized Product: Some scenarios include missing personalization or incorrect personalization. POSSIBLE RESO: REDEL WITH $15 SAVING PASS

PARTIAL CREDIT (50%) IS NOT AVAILABLE ANYMORE (DO NOT CHOOSE THIS ON ATLAS), INSTEAD, OFFER REDEL OR USE THE FULL CREDIT (100%)

REMEMBER: Compensation is based on the type of issue and may include a redelivery/replacement or a full (100%) credit. You MUST NEVER offer both a redelivery and a full credit for the same issue.

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. (MAYE BECAUSE THEY ARE A PASSPORT MEMBER - AUTO RENEWAL) POSSIBLE RESO: PROCESS A REFUND (IF THE CELEBRATION PASSPORT WAS NOT IN USED FOR THE LAST 30 DAYS) SAVINGS PASS: This scenario is used when the customer reaches out with questions or issues with their Savings Pass. POSSIBLE RESO: PROCESS A REFUND or CREDIT THE DISCREPANCY AMOUNT. PASSPORT PURCHASED TELEPHONICALLY: This scenario is when the customer has a Passport membership but their benefits are not applying and is charged for shipping. POSSIBLE RESO: PROCESS A REFUND or CREDIT THE DISCREPANCY AMOUNT. - SURCHARGES (where the receiver's address - may apply for same day del. holiday del. - standard delivery for the cx not to be charge) 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. POSSIBLE RESO: ROCESS A REFUND or CREDIT THE DISCREPANCY AMOUNT.

RECEIPT CSIs: Confirm that the customer's email address is correct before proceeding.

Receipt of Credit Issued: This scenario includes if the customer wants an email showing their refund we issued. POSSIBLE RESO: REDEL OR PARTIAL CREDIT WITH $15 SAVING PASS Email Receipt/Confirmation: This scenario includes if the customer wants their order confirmation email resent. POSSIBLE RESO: REDEL OR PARTIAL CREDIT WITH $15 SAVING PASS

Review Article KA-03605 TO LEARN HOW TO OFFER APOLOGY CALLS.

WE DO NOT OFFER SAVINGS PASS TO SYMPATHY/FUNERAL ORDERS. Instead, offer a redelivery. SP IS GIVEN PER ORDER (NOT PER ITEM) SP WILL BE RECEIVE WITHIN A WEEK VIA EMAIL. SP CAN'T BE USE IF THE TOTAL ORDER COSTS $15 BELOW.

Calling or Messaging a Florist :It is essential that you know when you should message a florist or call them.

Messaging a florist saves them precious time that they can use to fulfil our orders.

Acceptable Call Times to call the Florist: 7:00 AM - 6:00 PM (Mon thru Fri) 7:00 AM - 2:00 PM (Sat and Sun)

When a florist is listed as a DNC, it means they should never be called and all inquiries should be sent via an ASK message.

IF YOU'RE GOING TO CONTACT/LEAVE A MESSAGE TO THE FLORISTS, THE MESSAGE SHOULD ALWAYS STARTS WITH "HELLO" AND ENDS WITH THANK YOU AND HAVE A NICE DAY"

COMPENSATION RULES, CSI HANDLING, & FAULT CODES If a valid Photo Proof of Delivery (POD) exists — meaning the order was delivered to the right place, at the right time, and with the correct product — but the customer still claims it was not received, create a Delivery Issue CSI. Select Customer as the Fault Code and provide the compensation agreed upon with the customer. Do not send a Cancel message in this scenario.

Document in the order notes whether the POD was valid or invalid, whether it was described to the customer, whether the customer accepted it, and the resolution/compensation provided.

Order Notes Requirements: Your order notes must contain ALL of the following information:

Was a Photo Proof of Delivery on the order and was it Valid or Invalid?
Did you use the POD and describe it to the customer?
Did the customer accept the POD or did they say it still was not delivered?
Did you share the POD (via email or chat) with the customer?
What was the agreed upon resolution & compensation?

PayPal Credit is an online payment method, and all customer service issues should be handled as any other credit card.

This includes:

Standard CSI procedures
Cancelling/Changing an order (You should never process an order change that would increase the order total on PayPal orders.)
Issuing Credit (We cannot issue refunds on orders older than 180 days.)
For any rare cases, you should create a CSI with a Manager Override and manually issue a Savings Pass for the amount due to the customer.

All billing issues will be handled by PayPal and customers can access their account online. If they feel they were charged twice and or missing a credit, please transfer to the Loyalty Department. If asked, refunds in PayPal may take 30-45 days to process.

Executive Services Notes Indicator: DO NOT TOUCH EXEC SERV WORKINGWILL FOLLOW UP Orders that can be worked will not have any asterisks or be noted as Exec Services.

For voice calls, perform a soft transfer (CALL THE EXEC. SERV. FIRST BEFORE TRANSFERRING) to the Executive Services team so they can assist the customer directly.

Foreign Object/Red Alert Form for TPF and Cheryl's cookies: The Foreign Object/Red Alert CSI and form is completed for The Popcorn Factory and Cheryl's Cookies when a customer or recipient contacts us about a foreign object found in their food gift item.

This includes any complaints of illness, allergic reaction, or chemical taste.

WHAT TO SAY TO THE CX: "I'm sorry to hear of this issue. I'll be happy to escalate this and someone will get back to you within 24-48 hours. Please keep any remaining product or containers as we may need you to send those back for further review."

REPORTS OF ANTS/INSECTS IN THE BOX DOES NOT REQUIRE A RED ALERT: "I am very sorry to hear there were insects found in your gift, unfortunately, sometimes they can get into the box during transit. I'll be happy to reship a new gift t your recipient and send you a savings pass. Will that be alright with you?"

Handling Privacy and Data Removal Requests WHAT TO SAY TO THE CX: "We take the privacy of your data very seriously. Our privacy notice details how and why we collect personal data, discloses the categories of personal data we collect and the categories of parties with whom we may share your data. We have a dedicated team of professionals whose responsibility is to address customer privacy questions. You can reach them at privacysupport@1800flowers.com. Otherwise, if you have any other questions or requests unrelated to privacy, I can certainly help you."

Fraud Calls: Some customer calls may involve unrecognized charges or potential fraud. Use this guidance to determine when a transfer is needed and how to handle the call.

Verify customer information and review recent orders before transferring.
Attempt to resolve the issue first whenever possible.
Transfer only when necessary (suspected fraud, unrecognized charges, or cases flagged for Purchase Verification)

DO NO TELL THE CX THAT IT IS SUSPECTED AS FRAUD and DO NOT discuss the status of the order with the caller.

CREATE YOUR OWN (CYO) Assortment If a customer would like to change or update a component, you will need to process an order change and follow the steps:

Select [Order Change] as your CSI type.
On the CSI Resolution screen, select [Gift Change] as your detail code.
Next under Select Action Type, you must click on [Change Order].
On the Order Change screen, click [Edit Components].
Select the components you would like to change/edit.   
Once you have made the necessary changes, you must select [Save and Close].
Review your changes once more and then click on [Confirm Changes].
Then, you must click on [Apply].
Next, click on [Return to CSI].
You must complete the CSI by clicking on [Complete CSI].

Confirmed/Read at Vendor is ALWAYS TOO LATE to cancel/change

Changes Allowed: Customer or billing information (payment details, billing address) Minor recipient corrections (misspellings, missing apartment number, phone number) Promotion code adjustments, if the order is still editable

Changes Not Allowed: Delivery location type Product or recipe changes Card message edits Delivery date changes Full order cancellations

Exception: A full cancellation may be allowed only if the recipient cannot receive the order at all and it would result in a Delivery Issue CSI

"Here's what to expect next: We'll immediately get to work preparing your order, and once it enters the fulfillment process, we won't be able to make any changes. Your order is scheduled to be delivered today or tomorrow, which deliveries happening as late as 8 PM in the recipient's local time zone. Once the order is delivered, we'll notify you via text or email. If you don't hear from us by then, it simply means your orders is still in transit, and there's no need to worry. Please feel free to reach out if you have any other questions."

02/02/2026 HANDLING SYMPATHY ODERS WITH CARE - sympathy orders are often time-sensitive

Chrysanthemum (mum) - honour, grief, loyalty white - truth, mourning red - love yellow - friendship (western)

Lily - purity, renewal, honours white - peace, innocence pink - admiration

ROSE - Love, remembrance, honour

white - reverence red - love & respect pink - gratitude yellow - friendship

CARNATION - purity, renewal, rebirth white - pure love pink - memory red - affection

Gladiolus - Strength of character, integrity, sincerity white - honesty pink - compassion red - devotion red - spiritual strength

ORCHID - Eternal love, dedicate beauty white - reverence pink - admiration purple - dignity

HYGRANGEA - Sincerity, heartfelt emotion white - grace pink - love blue - peace

DAISY - Innocence, purity, loyalty, love white - innocence yellow - cheerfulness

IRIS - Faith, wisdom, hope white - purity blue - tranquillity purple - royalty

PEONY - Healing, compassion. good health white - remembrance pink - kindness

CALLA LILY - Resurrection, faith, purity white - holiness pink - admiration purple - grief & dignity

Types of Sympathy Arrangements - Every sympathy gift serves a purpose — some are meant to comfort families at home, while others are designed to be displayed during a service. Hover over each category to learn where it’s best suited and what it represents.

PEACEFUL or CLASSIC - Offer white lilies, white roses, or orchids UPLIFTING or WARM - Suggest soft pinks or yellow with hydrangea, daisies, or carnations I'M NOT SURE WHAT'S APPROPRIATE - ASK whether there are cultural or color preferences, since meanings vary. - “Are there any cultural or religious preferences I should be aware of?”

Honouring Military and Armed Forces Funerals

red, white, and blue blooms to honour service and patriotism.
Ribbons or banners may include phrases such as “Beloved Veteran,” “In Honour of Service,” or the individual’s branch of service (e.g., U.S. Army).

What to Say to the Customer:

"My condolences for your loss." "We'll take special care of your order." "Would you like a ribbon with a message?" "I can suggest something meaningful." "You've made a beautiful selection. We'll handle this with care." "We'll take good care of your order."

“Thank you for trusting us during this time. I’d be happy to help you select something beautiful. May I ask a few details first?”

These questions will help guide the order with care and clarity: “May I have the full name of the person we’re honouring?” “Where would you like the order delivered?” “Do you have the service date and time?” “Would you like help with the card message?”

Lead time is the amount of time needed to prepare and deliver an order with care - For sympathy orders, lead time helps ensure the arrangement is handled properly and arrives when it matters most.

Same Day Delivery: Minimum of 3 business hours International Orders: Require a 2-day lead time If the window is too short: Offer delivery to the family’s home when appropriate

NOTE: Do not promise delivery to a service if the minimum lead time cannot be met.

WHEN THERE ISN'T ENOUGH LEAD TIME - Sometimes a customer calls with the best intentions, but there isn’t enough time to prepare and deliver flowers to a service.

Scenario: Same-Day Request Too Close to the Service Customer calls at 8:00 AM for a service that begins at 10:00 AM.

“I truly understand how important it is to have flowers at the service. Because of the timing, we won’t be able to prepare and deliver by 10:00 AM. What I can do is help you send a beautiful arrangement to the family’s home to show your support.”

Scenario: Late Night Request for Early Morning Service Customer calls at 10:00 PM for a 9:00AM service the next day.

“I’m very sorry for your loss. Because flower deliveries to services require at least three business hours to prepare and deliver, and the service is early tomorrow morning, we aren’t able to arrange delivery to the service at this time. What I can do is help you send a beautiful arrangement to the family’s home to express your condolences. We can arrange delivery for as soon as tomorrow.”

EARLY DELIVERY REQUESTS Customers may ask to have flowers delivered the day before a service to “have everything ready.”

In most cases, churches and funeral homes cannot accept early deliveries due to space and storage limitations.

What to Say to the Customer “I completely understand wanting to have everything in place ahead of time. Most funeral homes and churches have specific guidelines and may not accept deliveries the day before. We’ll coordinate directly with the location to ensure the flowers arrive in time for the service.”

“We’ll confirm the best delivery window with the funeral home or church. Typically, our florists arrange for the flowers to arrive the morning of the service so they’re fresh and placed appropriately.”

legacy.com - website where you can check the funeral service time OR CALL THE FUNERAL HOME/ CHECK IT ONLINE!

KEY DETAILS TO CONFIRM:

Where is the service? When is the service? Who is the service honouring?

Accurate Order Placement: Coordinating With Care - Say this with calm confidence — reassurance matters in moments of loss:

"I understand how important it is to have everything in place. Most funeral homes have specific delivery guidelines, so we’ll coordinate directly with them to make sure the flowers arrive at the right time for the service. I’ll take care of those details for you."

“I truly understand how important it is to have flowers at the service. Because of the timing, we may not be able to prepare and deliver to the service before it begins. What I can do is help you send a beautiful arrangement to the family’s home so they still receive your support.”

Offering Sympathy Ribbons- Sympathy ribbons are used on certain funeral arrangements to display a short message or sentiment. When appropriate, offering a ribbon gives customers a simple way to personalize the arrangement and honour the service. You can say, “Would you like to include a ribbon, such as ‘In Loving Memory’?” “Some families choose a ribbon like ‘Beloved Father’ or ‘Forever Remembered.’”

NOTE: NOT EVERY STAND ALONE FLOWERS CAN PROVIDE A SYMPATHY RIBBON.

Appropriate Gifts by Setting: FUNERAL SERVICE - standing sprays, casket covers, wreaths, standing baskets, cremation arrangements HOME- Plants, smaller arrangements, food/gift baskets, remembrance items CHURCH - Standing sprays, wreath, casket covers, standing baskets OFFICE - Food/snack baskets. plants, simple remembrance gifts

SYMPATHY ISSUE:

Checklist: Before You Respond

ORDER NOTES: Has the cx contacted us before? What were the concerns or actions the previous agent took, if any? DELIVERY LOC: Where was the original order supposes to be delivered? Is there proof of delivery? PRODUCT: What was the product ordered? Spay/casket/plant/vase arrangement? ORDER HISTORY: How was the order placed - online or with an agent? Is the issue due to incorrect information? MESSAGES: Has the shop reached out to us about issues with fulfilling the order? CARD MESSAGE: What was the message? What was the signature? Is there an indication of a family member, friend, etc.?

How to Respond in a Sympathy Service Moment - Follow this sequence to support the customer and Make It Right.

Step 1: Pause & Listen - Pause before responding and let the customer explain what happened. Listen for what the moment meant to them, not just the issue.

What to Say: “I’m so sorry this happened, especially during such an important moment.”

Step 2: Acknowledge the Impact - Mention the emotional weight of the situation before explaining anything.

What to Say: “I understand how upsetting this must be. I'm sorry that it didn’t go as expected.”

Step 3: Take Ownership - Reassure the customer that you are taking responsibility for helping them. Avoid blaming systems or policies.

What to Say: “You trusted us with something that matters, and I want to make this right for you.”

Step 4: Make It Right - Use your judgement to offer a resolution that restores trust. Do not negotiate or minimize the impact. What to Say: “Because we missed this moment, I’m going to issue a full refund. I’d also like to send a gift to the family’s home.”

Step 5: Close with Care - Confirm next steps and end the call with reassurance and warmth.

What to Say: “ Is there anything else I can help you with? Thank you again for your business with 1-800-flowers.com. Again, I’m truly sorry for this experience. I'm sorry that it didn’t go as it should have, especially given how meaningful this moment was.”

ADD-ON (upsell)

"To really make her smile, we can include an adorable teddy bear or a bright shiny balloon for just [price], would you like to include this with your order?"

EXAMPLE ONLY: "To thank you for ordering today, I can give you $20 off of our box of 36 delicious Buttercream Cookies, just $39.99! Who would you like to send these to?" ' DYNAMICS: presence status: decagon sale - means the cx ordered an item. meal - lunch outbound call - when calling a cx/florist pre-break - means you are about to take your break

Verification Steps SPIEL: "To make sure I’m pulling up the right order, could you confirm the recipient’s name or the delivery date?"

REMINDER : mask the call when getting the credit no. unmask after the expiration date of their credit card

CALL/CHAT FLOW: SERVICE: Delivery Issue/Not Received

I understand your concern and thank you for sharing this with me.

For me to properly address you, may I have your first name please?

May I also have your order number or the phone number that you used to place the order, the recipient's name and delivery date?

MAKE SURE TO CHECK THE INFORMATION AND GATHERED DETAILS AS TO WHY THE DELIVERY DID NOT HAPPEN.

OPTION A: IF CX IS NOT DEMANDING ANYTHING:

Let me make things right for you by having a nice arrangement redelivered to the recipient. (if the original arrangement is no longer available, offer florist choice of the same value)

IF THE CX AGREE FOR REDELIVERY BUT THE DELIVERY DATE IS NO LONGER AVAILABLE (may it be same day or another date): upgrade should be $10-$20 ONLY

Upon checking, the local shop is already closed and as much as I wanted to call them to push the delivery today, no one will be able to take my call. Let me make things right for you. Please allow me to surprise the recipient by sending a nice arrangement for tomorrow or the earliest delivery date. I see that you ordered a $XX.XX arrangement but this time let me send an arrangement amounting to $XX. I'm sure the recipient will love it. Does this work for you?

OPTION B: (CX DEMANDS A SPECIFIC SOLUTION EITHER FULL REFUND/REDEL) I understand. Let me make things right for you by processing the full refund back to your account. (process what the cx requested)

I was able to process your request for redelivery/full refund. And you will receive it on ________

And since we wanted to make things right for you, allow me to give you a $15 saving pass that you can use towards your next purchase with us. You will receive it in your email within a week. (DO NOT OFFER THIS FOR FUNERAL/SYMPATHY orders)

IF THE CX SAID YES WITH THE SAVINGS PASS: I already sent the savings pass to your email. You will receive it within this week. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?

IF CX SAID NO TO SAVINGS PASS: I understand that you don't want the $15 savings pass. Will it be okay if I'll call the recipient to apologize as we were not able to deliver the gift?

IF CX SAID IT'S OKAY TO CALL THE RECIPIENT: Thank you for allowing me to do that. I will be calling the recipient after this call. However, I don't want to end this call/chat knowing that you still have concerns. Is there anything else I can do to make this right for you?

IF CX SAID IT'S NOT OKAY TO CALL THE RECIPIENT: I understand. I will not be calling (recipient). However, I don't want to end this call knowing that you still have concerns. Is there anything else I can do to make this right for you?

IF CX IS DOUBTFUL or ASKED FOR SPECIFIC REQUEST: As I've said, I want to make things right for you so let me process the refund of the shipping fee back to your account. (if you haven't process a redel. yet/refund)

The extra's that you can process: ⦁ Upgrading the arrangement to a higher size $10-$20 upgrade from the original order ⦁ partial refund of any amount, it can be DTW etc.. (if a refund was not given yet)

SPECIAL REQUEST/EXTRA COMPENSATION DICTATED BY THE CX: I'll process it for you.

Will you give me 1-2 minutes to process this for you?

IF CX SAID NO: Proceed to the recap: So, I processed (state all compensation given). Wait for the cx response.

CHOOSE ONE OF THE CLOSING SCRIPTS:

Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I have resolved your concern to your satisfaction?

It's really important to me that I have solved your concern today. Have I done that for you while I have you on the phone/this chat?

WAIT FOR THE CX RESPONSE.

Thank you for allowing me to make this right for you, and for trusting us here at 1800Flowers.com. Again my name is Angelica. Have a great day ahead!

SALES:

Opening: Thank you for calling (brand), my name is Angelica. How may I assist you today?

Sure, I would be happy to assist you with placing an order. May I have your first and last name, please?
Thank you. May I have your phone number and zip code as well?
Thank you. Are you ordering for yourself or someone else today?
May I have the first and last name of the recipient, please?
Perfect, may I have the zip code that we are delivering this to?
Will this be delivered to their home or work?
Thank you, may I have the street address? Is there an apartment number or Suite number?
May I have their phone number?
Do you have a product in mind?

AFTER PROCESSING THE FIRST ORDER

Are you ordering for anyone else today?

UPSELL: Let me share a great way to save on this order and future ones! Our Celebrations Passport Program gives you free standard shipping and no service charge on thousands of eligible gifts across our entire family of brands—including flowers, gourmet treats, and personalized items. It’s just $29.99 for the whole year, and the benefits start immediately, so you’ll save on this order today. If you send gifts often or love treating friends and family, this is a fantastic value. Would you like to enrol and start saving right away?

Your order total is [ORDER TOTAL]. (CLICK TO MASK THE CALL) May I have your credit card number and expiration date please? 

May I have the name of the credit card holder, as it reads on the card?
May I have your street address including the zip code?
Do you have an alternate phone number you would like to add?

Do you have an email address that you would like to add so that we can send you the order confirmation? CLICK COMPLETE ORDER

Is it okay to authorize your credit card?

Closing: Is there anything else I can help you with today? (WAIT FOR CX'S RESPONSE) I hope you are extremely satisfied with the service that I provided today. At the end of this call, you will receive a survey link asking you to rate your experience with me, and your overall experience with (brand). Again, thank you for doing business with (brand) my name is Angelica. Have a great day!

Your order is complete and you'll receive an order confirmation within 24 hrs with all the details.

EMAIL-EMAIL-EMAIL-EMAIL-EMAIL-EMAIL

Note should be: SPAM EMAIL.// DELETING FROM QUEUE.// WITH SUP ID 1241

Then resolve case, wrap up code should be NR SPAM

windows + shift + s = snip

SALES CALL Step 1: "Welcome to 1-800Flowers.com my name is Angelica. How may I help you?

Step 2: "Sure, I would be happy to assist you with placing an order. May I have your first and last name, as well as your home address please?" ■ Customer's Name: ■ Home Address:

Step 5: Thank you. Are you ordering for yourself or someone else today?

Step 6: May I have the first and last name of the recipient, please? 100 PREMIUM STEM LONG RED ROSES ■ Recipient's Name: ■ Home address: May I have their phone number? ■ Phone number: ■ Preferred delivery date: ■ Card Details (Debit/Credit):

Is it okay to authorize your credit card?

Step 7: "Alright, (cx's name) I would like to let you know that I'm already done processing your order, it's (mention the purchased product, total bill, and the recipient's name as well as the address.)

Step 8: Ensure. Give a rundown of what has happened and the details of the order. Give the order number: I'm going to give you the order number now. Do you have your pen and paper with you? 63325798 "Have I addressed and resolved all of your concerns today?"

Step 9: If none, you may transition to your upsell script. "I'm glad that everything is taken care of, and before we say goodbye, you can get exclusive savings of up to 70% off if we complete another order for you today. Shall we go ahead and place another order today?"

Step 11: Offer your survey. "I hope you are extremely satisfied with the service that I provided today. You may receive an email survey asking you to rate your experience with me, and your overall experience with 1800FLOWERS.COM."

Step 12: Closing spiel: "Thank you for doing business with 1800Flowers.com. Again, my name is Angelica. Have a great day! Bye for now.

SERVICE CALL: Damaged Flower Vase, Withered Flower, Wrong Flower, Not What I Expected

Step 1: "Welcome to 1-800Flowers.com my name is Angelica. How may I help you?

Step 2: "I completely understand your concern and I do apologize for the inconvenience that this caused, thank you for bringing this to our attention. Let me help you with this one by making it right for you."

"For the security of your account, can I have your:"

First and Last name
Home Address
Recipient's name

Let me make things right for you by Replacement: Let me make things right for you by having a nice arrangement redelivered to the recipient. And good thing is, you don't have to spend any single cent here because as our compensation, we will cover all the expenses on your behalf. The second thing that I can do to make it right for you is that I will send you a $15 Saving Pass that you can use towards your next purchase with us. You will receive it in your email within a week. How's that sound for you? Partial Refund: Let me make things right for you by processing the partial refund back to your account. How's that sound for you? Full Refund: Let me make things right for you by processing the full refund back to your account. How's that sound for you? Replacement and a Refund: Let me make things right for you by having a nice arrangement redelivered to the recipient. Also, I will process the partial refund back to your account. How's that sound for you?

I was able to process the replacement/partial/full refund. And you will receive it on 17th of April 2026. Moreover, the turnaround timeframe of the refund is 3–5 business days back to your original payment method.

Step 10: Ensure. Because your experience as a customer is important to all of us here at 1800Flowers.com, I would like to ask if I have I addressed and resolved all of your concerns today?

Step 11: "I'm glad that everything is taken care of, and before we say goodbye, you can get exclusive savings of up to 70% off if we complete another order for you today. Shall we go ahead and place another order today?"

Step 13: Offer your survey. "I hope you are extremely satisfied with the service that I provided today. You may receive an email survey asking you to rate your experience with me, and your overall experience with 1800FLOWERS.COM."

Step 14: After the survey, you may proceed with the closing spiel. "Thank you for doing business with 1800Flowers.com. Again, my name is Angelica. Have a great day ahead!

CHAT REVIEWING May I have your order number, please?

Thank you, please give me 1-2 minutes, and I’ll be right with you.

May I have your first and last name, your recipient's first and last name, and the date your order was scheduled to be delivered, please?

Thank you. For verification purposes, can you please verify the delivery date of this order?

VERIFICATION May I have your first and last name, your recipient's first and last name, and the date your order was scheduled to be delivered, please?

Thank you for your patience. I apologize that the product you ordered did not meet your expectations. We value your business and I would be happy to make this right for you.

SERVICE A) Opening / Greeting Welcome to 1800flowers.com, my name is Angelica. How may I help you?

B) Empathize, Acknowledge, Reassure I’m so sorry this happened, especially for a (mention the event). I understand how upsetting that can be. I’ll take ownership and make sure we work toward the best resolution for you today.

C) Verification (Required) For the security of your account, can I have your: First and Last name: Home Address: Recipient’s name:

D) Probing (Quality Issue Details) “Thank you. Can you please tell me more about the condition of the flowers when they arrived?”

E) Resolution (Offer Options) “I can offer a few options to resolve this: a replacement, a partial refund, a full refund, or a promotional discount for your next online purchase. Since this was for a birthday, which option would work best for you?”

F) Set Expectations (Required) “If we process a replacement, the estimated delivery timeframe is today by 6 PM or next business day if same‑day delivery isn’t available. If you choose a refund, the turnaround timeframe is 3–5 business days back to your original payment method. I can also provide a 20% promotional discount for your next online purchase, valid for 30 days.”

G) Recap + OFA Question “To recap, we’re sending a replacement with an expected delivery timeframe of (timeframe), and I’ve ensured the message card will be included. Have I addressed and resolved all of your concerns today?”

H) Upsell Script “I’m glad that everything is taken care of. Before we close this call, you can get exclusive savings of up to 20% if we complete another order for you today. Would you like to place another order now?”

I) Offer Survey “I hope you are extremely satisfied with the service that I provided today. You may receive an email survey asking you to rate your experience with me, and your overall experience with 1800flowers.com.”

J) Closing Spiel “Thank you for doing business with 1800flowers.com. Again, my name is Angelica. Have a great day!

SYMPATHY

My condolences for your loss.

Thank you for trusting us during this time. I’d be happy to help you select something beautiful. May I ask a few details first?”

“May I have the full name of the person we’re honoring?” “Where would you like the order delivered?” “Do you have the service date and time?” “Would you like help with the card message?”