Customer Service Inquiry (CSI)

Customer Service Inquiry (CSI) A Customer Service Inquiry (CSI) is a record opened in ATLAS to document any customer interaction related to an order.

When customers reach out with service-related questions or issues, opening a CSI ensures that every contact is captured and issues can be resolved efficiently.

Always Open a CSI; Any contact — by phone, email, or chat — from a customer, recipient, florist, or shipper requires a CSI. Documenting every interaction provides a complete history for the order and helps maintain consistent, accurate service.

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.

CCO - cancelled, non-delivery, deklivered with issues, quality issue, Billing discrepancy, order change, gift issues, status check, Receipt/confirmations, foreign object/red alert.

TPF - status check, incorrect gift received, cancel order, gift message, personalization, produt quality, address error, foreign object/red alert, return gift, duplicate gift, website/catalog error, biling, BGS, receipt/confirmations/order change

Status Check CSIs 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.