EMAIL TEMPLATES · Offline Notepad

***** DELIVERY ISSUE TEMPLATE *****

CATEGORIES: DELIVERY ISSUE - NOT RECEIVED (REDELIVERY WITH $15SP)

Thank you for reaching out to us. I understand your gift was not delivered as requested. I am truly sorry, as I know the importance of delivering a smile to someone you care about. Please be assured, I've already scheduled a redelivery on (mm/dd/yyyy) with the new order number XXXX, at no additional cost to you. And because we want to do everything we can to make this right, a $15 Savings Pass has been issued to you, good towards your next purchase. It will arrive via email within one week.

Our guaranteed delivery hours are from 9 am to 8 pm going to residences, and 9 am to 5 pm going to businesses. Rest assured that it will be delivered as early as possible. You will receive an email notification once your order is out for delivery and a delivery confirmation once your order gets delivered.

Again, we apologize for the inconvenience this has caused and hope you'll let us deliver another smile for you soon!

CATEGORIES: DELIVERY ISSUE - NOT RECEIVED (REDELIVERY WITHOUT SP/FUNERAL OR SYMPATHY)

Again, we apologize for the inconvenience this has caused and hope you'll let us deliver another smile for you soon!

CATEGORIES: DELIVERY ISSUE - NOT RECEIVED (REDELIVERY WITH $15 AND 50% REFUND)

Your refund is being processed and will be applied to your original form of payment amounting to $XXXX. The receipt of your refund has been processed, and you should receive it within 24 hours.

Again, we apologize for the inconvenience this has caused and hope you'll let us deliver another smile for you soon!

CATEGORIES: DELIVERY ISSUE - NOT RECEIVED (REDELIVERY AND 50% REFUND WITHOUT SP/FUNERAL OR SYMPATHY)

Your refund is being processed and will be applied to your original form of payment amounting to $XXXX. The receipt of your refund has been processed, and you should receive it within 24 hours.

Again, we apologize for the inconvenience this has caused and hope you'll let us deliver another smile for you soon!

CATEGORIES: DELIVERY ISSUE - NOT RECEIVED (FULL REFUND WITH $15SP)

Thank you for reaching out to us. We're very sorry your order did not meet expectations. We're fully committed to our 100% Smile Guarantee, and have issued you a full refund in the amount of $XXX to your account. Your refund is being processed and will be applied to your original form of payment. The receipt of your refund has been processed, and you should receive it within 24 hours.

We've also issued you a $15 Saving Pass, which will arrive by email within one week.

Again, we apologize for the inconvenience and hope you'll let us deliver another smile for you soon!

CATEGORIES: DELIVERY ISSUE - NOT RECEIVED (FULL REFUND WITHOUT SP/FUNERAL OR SYMPATHY)

Again, we apologize for the inconvenience and hope you'll let us deliver another smile for you soon!

CATEGORIES: DELIVERY ISSUE - NOT RECEIVED (OFFERING TO HOME ADDRESS - FUNERAL)

Thank you for reaching out to us. I know that this arrangement was for a very important occasion, and I'm sorry if it was not delivered on your requested date. I hope that you will let me fix this issue. Please allow me to process the redelivery of the arrangement to the family of (name of the deceased).

We're sorry for any inconvenience. We appreciate your understanding and look forward to delivering another gift for you again.

***** QUALITY ISSUE OR DELIVERED WRONG TEMPLATE *****

CATEGORIES: QUALITY ISSUE OR DELIVERED WRONG (REDELIVERY WITH $15SP)

Thank you for reaching out to us. We're very sorry your order did not meet expectations. We're fully committed to our 100% Smile Guarantee, and have scheduled a redelivery on (mm/dd/yyyy) with the new order number XXXX , at no additional cost to you.

We've also issued you a $15 Savings Pass, good towards your next purchase, which will arrive via email within one week.

Again, we apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you soon!

CATEGORIES: QUALITY ISSUE OR DELIVERED WRONG (REDELIVERY WITHOUT SP/FUNERAL OR SYMPATHY)

Again, we apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you soon!

CATEGORIES: QUALITY ISSUE OR DELIVERED WRONG (50% REFUND ONLY WITH $15SP)

Thank you for reaching out to us. I am truly sorry that your gift did not meet expectations, as I know the importance of delivering a smile to someone you care about. I want to do everything I can to make this right. Please be assured, a partial refund in the amount of $XXXX will be credited to your account. Your refund is being processed and will be applied to your original form of payment. The receipt of your refund has been processed, and you should receive it within 24 hours. I've also issued you a $15 Savings Pass, good towards your next purchase. It will arrive via email within one week.

I apologize again for any inconvenience this has caused and hope you'll trust us to deliver another smile for you soon.

CATEGORIES: QUALITY ISSUE OR DELIVERED WRONG (50% REFUND ONLY WITHOUT SP/FUNERAL OR SYMPATHY)

I apologize again for any inconvenience this has caused and hope you'll trust us to deliver another smile for you soon.

CATEGORIES: QUALITY ISSUE OR DELIVERED WRONG (FULL REFUND WITH $15SP)

We've also issued you a $15 Savings Pass, good towards your next purchase, which will arrive via email within one week.

Again, we apologize for the inconvenience and hope you'll let us deliver another smile for you soon!

CATEGORIES: QUALITY ISSUE OR DELIVERED WRONG (FULL REFUND ONLY WITHOUT SP/FUNERAL OR SYMPATHY))

Again, we apologize for the inconvenience and hope you'll let us deliver another smile for you soon!

***** BILLING DISCREPANCY TEMPLATE *****

CATEGORIES: BILLING DISCREPANCY – MORE THAN 10 BUSINESS DAYS FOR REFUND

Thank you for reaching out to us. Upon review, your refund has already been processed and it should be refunded now to your account. If you still haven’t received the refunded amount, please reach out to us at 1-888-222-0405 for further assistance.

Again, we apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you soon!

CATEGORIES: BILLING DISCREPANCY – AIRLINE MILEAGE CREDIT

Thank you for reaching out to us. We've processed your request to have your mileage posted. This will be sent to your airline at the end of the month. The mileage credit should appear on your next statement. Thanks for letting us deliver a smile for you.

We look forward to helping you send another one really soon!

CATEGORIES: BILLING DISCREPANCY – BILLED TWICE

Thank you for reaching out to us. After carefully reviewing your account, we've found an authorization pending. This authorization is not an actual charge and will be reversed within 3 - 5 business days. We apologize for any inconvenience this has caused.

We're fully committed to our 100% Smile Guarantee, and hope you'll let us deliver another smile for you soon!

CATEGORIES: BILLING DISCREPANCY – DECLINED CREDIT CARD

Thank you for reaching out to us. Unfortunately, your credit card has been declined and your order has been put on hold. Please reach out to us at 1-888-222-0405 and provide a different credit card so we can process your order and deliver your smile.

We look forward to helping you send a smile real soon!

CATEGORIES: BILLING DISCREPANCY – DISCOUNT REFUND

Thank you for reaching out to us. We're very sorry your discount was not applied correctly at checkout. We're fully committed to our 100% Smile Guarantee and have issued a refund to your account in the amount of [RefundedAmount]. Your refund is being processed and will be applied to your original form of payment. The receipt of your refund has been processed, and you should receive it within 24 hours.

We apologize again, and hope you'll let us deliver another smile for you soon!

CATEGORIES: BILLING DISCREPANCY – FRAUD ORDER

Thank you for reaching out to us.

I sincerely apologize for the inconvenience. To ensure we fully resolve any concern with your account, please call our Purchase Verification department at 866-521-8029 between 8am to 11pm Monday to Thursday and 7am to 11pm Friday to Sunday or send an email at lossprevention@1800flowers.com. One of our specialists will be able to help you. We're sorry for any inconvenience. We appreciate your understanding and look forward to delivering another smile for you again.

CATEGORIES: BILLING DISCREPANCY – PROMO CODE (NO CODE YET)

Thank you for reaching out to us. We're very sorry your discount was not applied correctly at checkout. We're fully committed to our 100% Smile Guarantee, please give us the promo code details and we will apply it to your order.

We're sorry for any inconvenience. We appreciate your understanding and look forward to delivering another smile for you again.

CATEGORIES: BILLING DISCREPANCY – NEXT JUMP CREDIT

Thank you for reaching out to us. We're very sorry for any inconvenience. Your order was placed through Next Jump, your company discount program. We have issued a credit back directly through Next Jump. If the credit does not appear on your next bank statement, please reach out to Next Jump by following these steps: go to the Marketplace website where you placed your order, find the Help Center, and then locate Contact Us to submit your inquiry.

Again, we apologize for any inconvenience and hope you'll let us deliver another smile for you soon!

CATEGORIES: BILLING DISCREPANCY – PROMO CODE (USED)

Thank you for reaching out to us. After carefully reviewing your order, we found that [NameOfPromotionUsed] was used. Unfortunately, we're only able to add one Promotion to each order. This includes discounts, air miles, and other membership offers.

We're sorry for any inconvenience. We appreciate your understanding and look forward to delivering another smile for you again.

CATEGORIES: BILLING DISCREPANCY – PROMO CODE REFUND

Thank you for reaching out to us. We're very sorry your discount was not applied correctly at checkout. We're fully committed to our 100% Smile Guarantee, and have issued a refund to your account in the amount of $XXXX. Your refund is being processed and will be applied to your original form of payment. The receipt of your refund has been processed, and you should receive it within 24 hours.

We apologize again, and hope you'll let us deliver another smile for you soon!

CATEGORIES: BILLING DISCREPANCY – SAVINGS PASS INFORMATION

Thank you for reaching out to us. After carefully reviewing your account, we've found that a Savings Pass was issued on [IssueDate]. Please see the details below:

Serial number: [SerialNumber] Pin: [Pin] Expiration Date: [ExpirationDate]

Your Savings Pass number can be entered on the Review and Place Order page. You can enter your Savings Pass under the section marked “Apply a gift card or savings pass.” Type your 19-digit code in the box marked “19-digit code” using no spaces or dashes. In the box just below that, please enter your 4-digit PIN number.

We're fully committed to our 100% Smile Guarantee and hope you'll let us deliver another smile for you soon!

CATEGORIES: BILLING DISCREPANCY – INCORRECT REFUND AMOUNT

Thank you for reaching out to us. Upon review, your refund has already been processed and the total amount based on the order history should be $XXX. Please contact our billing department at 1-888-222-0405 between 9 am to 5 pm for further assistance.

Again, we apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you soon!

***** CANCELLATION TEMPLATE *****

CATEGORIES: CANCELLATION – CANCELLATION REFUND

Thank you for reaching out to us. We're very sorry that we failed to meet your expectations regarding your order. We're fully committed to our 100% Smile Guarantee and have canceled your order and issued a full refund in the amount of [RefundedAmount] to your account. Your refund is being processed and will be applied to your original form of payment. The receipt of your refund has been processed, and you should receive it within 24 hours.

Again, we apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you soon!

CATEGORIES: CANCELLATION – ENROUTE CANNOT BE CANCELED

Thank you for reaching out to us. Your order is currently en-route or has already been confirmed by our system. Unfortunately, we can no longer cancel it.

We appreciate your understanding and apologize for any inconvenience this has caused. We look forward to helping you deliver another smile soon!

***** ORDER CHANGE TEMPLATE *****

CATEGORIES: ORDER CHANGE – CARD MESSAGE FLORIST

Thank you for reaching out to us. We've received and processed your request to change your card message. Your card message now reads: [NewCardMessage].

Thanks for letting us help you deliver a smile. We look forward to helping you send another one real soon!

CATEGORIES: ORDER CHANGE – DELIVERY DATE – VENDOR

Just letting you know that we've received and processed your request. The new delivery date on your order is [NewDeliveryDate]. Your new order number is [NewOrderNumber].

Thanks for letting us help you deliver a smile. We look forward to helping you send another one real soon!

CATEGORIES: ORDER CHANGE – ENROUTE – CANNOT CHANGE ORDER

Thank you for reaching out to us. Your order is currently en-route, unfortunately, we're unable to change it. We appreciate your understanding and apologize for any inconvenience this has caused.

We look forward to helping you deliver another smile soon!

CATEGORIES: ORDER CHANGE – OUT OF STOCK – NO CHANGE

Unfortunately, the product you selected [OriginalProductNumber], is not available for delivery at this time. We know that the most important thing is delivering a smile in time so we are sending [SubstitutedProductName], product # [SubstitutedProductNumber], which is very similar to the original gift you chose.

As always, we're fully committed to our 100% Smile Guarantee. We apologize for any inconvenience and thank you for your understanding. We hope you'll let us deliver another smile for you soon!

CATEGORIES: ORDER CHANGE – PRODUCT CHANGE

Thank you for reaching out to us. We've received and processed your request to change the product you selected [OriginalProductName], product # [OriginalProductNumber]. We are sending [SubstitutedProductName], product # [SubstitutedProductNumber]. Thanks for letting us help you deliver a smile. We are looking forward to helping you send another one real soon!

CATEGORIES: ORDER CHANGE - SUBSTITUTION

Thank you for reaching out to us. We know how important it is for [RecipientName] to receive their truly original gift. Unfortunately, the product you selected [OriginalProductName], is unavailable for delivery at this time, so we are sending [SubstitutedProductName], product # [SubstitutedProductNumber], which is very similar to the original gift you chose.

We understand how important it is for you to express yourself to the special people in your life and apologize for any inconvenience this has caused. We hope you'll let us deliver another smile for you soon!

***** STATUS CHECK TEMPLATE *****

CATEGORIES: STATUS CHECK – DELIVERED

Thank you for reaching out to us. A smile has been sent! We've confirmed that your gift was delivered at [OriginalDeliveryTime] on [OriginalDeliveryDate].

Thanks for letting us deliver a smile for you. We look forward to helping you express yourself again soon!

CATEGORIES: STATUS CHECK – ENROUTE FLORIST

Thank you for reaching out to us. Your gift will soon be on its way! Our florists are hard at work preparing it, and will let us know as soon as it's ready to go out. Look for a confirmation email from us.

Thanks again for letting us deliver a smile for you.

CATEGORIES: STATUS CHECK – ENROUTE VENDOR

Thank you for reaching out to us. Based on our system, your order is already in transit.

To get an up-to-the-minute update on your order status, you can always track your order at Fedex.com. Your tracking number is: [TrackingNumber].

Thanks again for letting us deliver a smile for you.

CATEGORIES: STATUS CHECK – FEDEX TRACKING

Thank you for reaching out to us. Good news! Our records show that your gift will be delivered very soon. As soon as we receive a delivery confirmation, you'll receive an e-mail notification from us.

To get an up-to-the-minute update on your order status, you can always track your order at [ShipperWebsite]. Your tracking number is: [TrackingNumber].

CATEGORIES: STATUS CHECK – INTERNATIONAL

Thank you for reaching out to us. We're very sorry for the delay in providing you with the delivery confirmation. We're fully committed to our 100% Smile Guarantee, and will contact you as soon as we confirm delivery. Please note that international orders may take an additional 24 to 48 hours to be confirmed.

Thank you for your patience and understanding—and as always, thanks for trusting us to deliver smiles for you!

CATEGORIES: STATUS CHECK – SENDER NAME APPROVED

Thank you for reaching out to us. Our privacy policy requires our customer's consent to release their information. We are happy to inform you that the name of the sender is [CustomerName].

We apologize for any inconvenience this may have caused and look forward to delivering a smile for you soon.

CATEGORIES: STATUS CHECK – SENDER NAME FOLLOW UP

Thank you for reaching out to us. Our privacy policy requires our customer's consent to release their information. Please know that we are currently contacting the customer in order to seek permission to disclose their information. As soon as we have acquired authorization, an e-mail notification will be sent to you or one of our specialists will reach out to you at the phone number we have on file.

We apologize for any inconvenience this has caused and thank you for your understanding.

CATEGORIES: STATUS CHECK – STATUS NOT AVAILABLE

Thank you for reaching out to us. We understand the importance of expressing yourself to someone you care about. Please know that our florists are doing everything they can, and we have already reached out to them. As soon as the information becomes available to us, it will be updated on our website, and an email will be sent to you.

We apologize for any inconvenience this has caused and thank you for your patience.

CATEGORIES: STATUS CHECK – SYMPATHY DELIVERED

Thank you for reaching out to us. We've confirmed that your order was delivered at [OriginalDeliveryTime] on [OriginalDeliveryDate].

Thank you for trusting us to deliver your expression of sympathy. We look forward to helping you express yourself again soon.

***** RECEIPT TEMPLATE *****

CATEGORIES: RECEIPT BY MAIL

Thank you for reaching out to us. We will be sending you a receipt by mail. The receipt should arrive within 24 hours. For your convenience, the following is a breakdown of the order costs until the receipt is received.

Product Total: [ProductDollarAmountTotal] Service or Shipping Charge: [ServiceOrShippingChargeDollarAmount] Promotion: [PromotionCodeDollarAmount] Gift Certificate: [GCDollarAmount] Tax: [TaxDollarAmount] Total: [TotalDollarAmount] Thanks for letting us help you deliver a smile. We look forward to helping you send another one real soon!

CATEGORIES: RECEIPT – CONFIRM ORDER

Thank you for reaching out to us. We've received your order, placed on [OriginalOrderDate]. Below is your order information: Delivery date: [DeliveryDate] Order number: [OrderNumber] Arrangement purchased: [ProductName] Shipped via: [FloristDeliveredOrFedex] Service charge: [ServiceorShippingDollarAmount] Tax if applicable: [TaxDollarAmount] Total: [TotalDollarAmount] Recipient information: [RecipientName] Card Message: [CardMessage] Thanks for letting us help you deliver a smile. We look forward to helping you send another one real soon!

CATEGORIES: RECEIPT – REFUND RECEIPT BY EMAIL

Thank you for reaching out to us. Order Receipt

Order number: [OrderNumber] Date of Order: [OrderDate] Recipient information: [RecipientName] CC# - Last 4 Digits: [Last4CCCharged]

Invoice To: [CustomerInformation]

Invoice From: 1-800-FLOWERS.COM Inc. One Old Country Road Suite 500 Carle Place, NY 11514 Website: www.1800flowers.com

Invoice Status: Invoice is Paid

Your Invoice: Item & Description: [Item] Price: [Price] Initial Charge Total: $[Initial Charge Total] Refund To Credit Card: $[Refund] Savings Pass for Future Order: $[SP] Amounts in U.S. Dollars

Thanks for letting us help you deliver a smile. We look forward to helping you send another one real soon!

***** MON TEMPLATE - EMAIL TEMPLATE *****

CATEGORIES: MON–18F CALL BACK (OFFER COMPARABLE ITEM)

We would like to inform you that, unfortunately, order number [OrderNumber] cannot be delivered to [RecipientName] on the date you requested as we were unable to locate a florist in the area. We understand this is a very important gift, and we are very sorry that we did not deliver it on time.

We'd like to suggest another arrangement, which will come fresh from our growers and be delivered via FedEx. Please see the product below:

Product Name: [VendorProductName] Product Code: [ProductCode] Please call us back as soon as possible at (866) 521-8030 to schedule a new delivery. We apologize for any inconvenience this may have caused, and we look forward to hearing from you soon.

CATEGORIES: MON–18F CALLBACK

We would like to inform you that, unfortunately, order number [OrderNumber] cannot be delivered to [RecipientName] on the date you requested. We are unable to locate a florist in your recipient’s area. We understand that this is a very important gift, and we are very sorry that we are unable to fulfill your request at this time.

Please call us back as soon as possible at (866) 521-8030 so we may resolve this completely. We apologize for any inconvenience this may have caused, and we look forward to hearing from you soon.

***** GENERAL INFORMATION FEEDBACK: EMAIL TEMPLATE (THANKS) *****

Thank you for reaching out to us. At 1-800FLOWERS.COM, we appreciate all comments, positive and negative, from all of our customers. The feedback you have provided will be carefully reviewed and considered.

Once again, thank you for your feedback. We look forward to serving you again in the near future.

***** GENERAL INFORMATION FEEDBACK - VERIFICATION *****

Thank you for reaching out to us. We did not receive enough information to access your order. Please provide us with the information requested below.

Order number Your name Your e-mail address Your phone number Recipient name Recipient phone number Delivery date

We apologize for the inconvenience and look forward to serving your gifting needs in the future.

***** GENERAL INFORMATION: NO INFORMATION *****

Thank you for reaching out to us. We have received your email however there seems to be a lack of details regarding your concern. Please reply to this email if ever you have any concerns regarding your order and we will rectify it for you the best we can.

We apologize for any inconvenience this has caused and hope you'll let us deliver another smile for you soon!

***** GENERAL INFO - OFFER COMPARABLE ITEM *****

Thank you for reaching out to us. We're very sorry your order did not meet expectations. We're fully committed to our 100% Smile Guarantee, and we would like to schedule redelivery at no additional cost to you.

We'd like to suggest another arrangement, which will come fresh from our growers and be delivered via FedEx. Please see the product below:

Product Name: xxxxxx Product Code: xxxxxx

This is not the service we want you to experience from us. Please let us know how to proceed. We apologize for any inconvenience this may have caused and look forward to hearing from you soon.

***** PASSPORT TEMPLATE - CANCEL PASSPORT *****

Thank you for reaching out to us.

As requested, we have canceled your membership to our Celebrations Passport® program and have refunded you back in the amount of ($00.00). Your refund is being processed and will be applied to your original form of payment. If you have any questions or concerns please feel free to call us at 1-800-961-2036 or email us at passportmembership@1800flowers.com.

We hope you'll let us deliver another smile for you soon!

Sincerely,

(Agent name) Loyalty Priority Services loyaltypriority@1800flowers.com 1-800-993-1192

***** PASSPORT TEMPLATE - TURN OFF AUTO-RENEWAL *****

Thank you for reaching out to us.

As requested we have turned off the automatic renewal of your Celebrations Passport® membership. Your card will not be charged again when it comes time for renewal. If you decide you would like to have a Passport membership again, you can sign up online.

If you have any questions or concerns, please feel free to call us at 1-800-961-2036 or email us at passportmembership@1800flowers.com.

Sincerely,

(Agent name) Loyalty Priority Services loyaltypriority@1800flowers.com 1-800-993-1192

***** PASSPORT TEMPLATE - CUSTOMER WAS ASKING FOR A REFUND (USED MEMBERSHIP - TURN OFF AUTO RENEWAL*****

Thank you for reaching out to us. Unfortunately, our records indicate that your Celebrations Passport® benefits have been previously used. Per our Terms and Conditions, we are not able to cancel your membership or provide a refund. We have stopped the automatic renewal feature of your membership. You may continue to use your benefits until your membership expires on (Order date). We are truly sorry for any inconvenience. If you have any concerns or questions, please feel free to call us at 1-800-961-2036

Sincerely,

(Agent name) Loyalty Priority Services loyaltypriority@1800flowers.com 1-800-993-1192

***** PASSPORT - AUTO-RENEWAL INFORMATION *****

Thank you for reaching out to us. Upon checking here, the order number XXXXXXX you've provided is the auto-renewal of your Celebrations Passport membership.

We apologize for the inconvenience and look forward to serving your gifting needs in the future.

Sincerely,

(Agent name) Loyalty Priority Services loyaltypriority@1800flowers.com 1-800-993-1192

***** PASSPORT - EARLY RENEWAL FOR $19.99***** Thank you for reaching out to us. We apologize that the $19.99 is not working for the auto-renewal of your passport membership. You may search the product code 141900 at 1800flowers.com website or you may click this link https://www.1800flowers.com/twelve-months-passport-141900 and you will be routed to the passport membership for only $19.99. Thanks for letting us help you deliver a smile. We look forward to helping you send another one real soon!

(Agent name) Loyalty Priority Services loyaltypriority@1800flowers.com 1-800-993-1192

***** PASSPORT - NO LONGER ACTIVE*****

Thank you for reaching out to us. As we checked your membership is no longer active and already cancelled. Your card will not be charged again when it comes time for renewal. If you decide you would like to have a Passport membership again, you can sign up online. Again, we sincerely apologize for the inconvenience.

If you have any questions or concerns, please feel free to call us at 1-800-961-2036 or email us at passportmembership@1800flowers.com.