FPT ASK/ ANS

Before 03:00 PM Same

day/ Future dated

Price Change

After 03:00 PM Same day

Before 03:00 PM Same

day/ Future dated
Substitution/Date Change

After 03:00 PM Same day

Check information needed online (Legacy, Anywho, Google). If found none, Call/se
Additional Information
then respond to the shop stating that we’re gathering messa

  For SAME DAY and FUTURE DATED SYMPATHY/FUNERAL orders, where the customer cannot be reached, a c
DATED orders, you must reply or delete the message depending on the shop's concern

Overnight process Agents may only approve price changes. All else, exit the ord

GPT ASK
For damaged shipments, agent must call customer to offer replacement then delete the message. If routed to
the message.
For delivery delays, agent must check the tracking information to see when is the updated delivery date and th
information then delete the message. If routed to VM, left VM and delete the message

For incorrect addresses and others, agent must call customer to gather information. Process replacement if n
message. If routed to VM, left VM and delete the message.

Overnight process Agent must send an email to customer then delete the message o
 FPT ASK/ ANS
1.       Check WIR to see if there are other shops that can fill the order (Actions-
WIR).

2.       If there will be shop, transmit the order (Actions-RES).

3.       If there are none, approve the price (If price is more than $10, TL’s approval
is required. If price request is more than 50% of the merchandize amount, MON
POC’s approval is required).

Approve the price (If price is more than $10, TL’s approval is required. If price
request is more than 50% of the merchandize amount, MON POC’s approval is
required).

1.       Check WIR to see if there are other shops that can fill the order (Actions-
WIR).

2.       If there will be shop, transmit the order (Actions-RES).

3.       If there are no shop on WIR, call customer for approval. If routed to VM,
leave a  detailed VM then approve the shop’s request

Call customer for approval. If routed to VM, leave a detailed VM then approve
the shop’s request.

tion needed online (Legacy, Anywho, Google). If found none, Call/send an email to customer
then respond to the shop stating that we’re gathering messages

THY/FUNERAL orders, where the customer cannot be reached, a callback must be set. PAST
must reply or delete the message depending on the shop's concern.

Agents may only approve price changes. All else, exit the order.

GPT ASK
ustomer to offer replacement then delete the message. If routed to VM, left VM and delete
the message.
acking information to see when is the updated delivery date and then call customer to relay
elete the message. If routed to VM, left VM and delete the message.

must call customer to gather information. Process replacement if needed. Then delete the
age. If routed to VM, left VM and delete the message.

Agent must send an email to customer then delete the message on queue.
 FPT REJ

Agent must check to see if there will be shops o

NOTE: Agent must try to reach at least 3 shops be

1 Check WIR (Action-WIR) If shops were found, input your notes and then transmit th

2 Check Locate My Florist and/or Find a Florist to see if there are shops (3 shops ). Cal
accepts the order, get the florist's name and shop code and then FILL the order accord
taking the order, proceed to step number 3.

3 If no shops in WIR, LMF, FAF check VWIR. If there will be shop shown on VWIR, ca
workaround. IF shops declined follow step 4.
Before 03:00
PM Same 4 Call the rejecting shop to see if they can fill the order for additional price/ if they ca
day/ Future taking the order of did not answer proceed to step 5.
Dated orders
4.1 If the shop can fill the order for an additional price, input your notes then transm
order and create a status check CSI then send price change message approving the disc

4.2 If the shop can fill the order with a designer’s choice. Call customer for approval
approved, input your notes then transmit the order back to the rejecting shop (Reselec
message approving the discussed substitution. If rejecting shop declined taking the ord

5 If all of the previous steps failed, call customer to offer a comparable vendor item. O
message. If routed to VM, leave a detailed VM and then replace the order with a vendo
there is no option to leave VM, send email and then replace the order with a vendor it

NOTE: For orders that cannot be replaced with vendor (OS, Hospital, School, AK, HI ETC
 1 If shops were found, call one shop to see if they can still fill the order. If they accep
shops in WIR or florist rejects taking the order, proceed to step number 2.

2 Check Locate My Florist and/or Find a Florist to see if there are shops (1 shop). Call t
accepts the order, get the florist's name and shop code and then FILL the order accord
taking the order, proceed to step number 3.

3 If no shops in WIR, LMF, FAF check VWIR. If there will be shop shown on VWIR, ca
workaround. IF shops declined follow step 4.

After 03:00 4 Call the rejecting shop to see if they can fill the order for additional price/ if they ca
PM Same taking the order of did not answer proceed to step 5.
day
4.1 If the shop can fill the order for an additional price, input your notes then transm
order and create a status check CSI then send price change message approving the disc

4.2 If the shop can fill the order with a designer’s choice. Call customer for approval
approved, input your notes then transmit the order back to the rejecting shop (Reselec
message approving the discussed substitution. If rejecting shop declined taking the ord

5 If all of the previous steps failed, call customer to offer a comparable vendor item. O
message. If routed to VM, leave a detailed VM and then replace the order with a vendo
there is no option to leave VM, send email and then replace the order with a vendor it

NOTE: For orders that cannot be replaced with vendor (OS, Hospital, School, AK, HI ET
1 Call customer to offer redelivery (Floral or vendor depending what's available)
Past Dated 2 If call was routed to vm, left vm, create a delivery issue CSI, leave it open and delete
order 3 If customer cannot be contact via phone or VM, send an email create a delivery issu

For flipped order, notes should include ***flipped t

For SAME DAY and FUTURE DATED SYMPATHY/FUNERAL orders, where the customer cannot be

Overnight process Agent must check to see if there

will be shops on WIR.

GPT REJ
 Follow the instructions on the actual reject message. Once done delete the message . If routed to VM, left

DO NOT WORK wet paint o

Overnight process: Send an email to customer then create and leave a De

 FPT REJ

check to see if there will be shops on WIR, then follow the steps below

ust try to reach at least 3 shops before 3 PM RTZ; 1 shop after 3 PM RTZ.

WIR) If shops were found, input your notes and then transmit the order out (Reselect). If there are no shops in WIR, proceed to step nu

ist and/or Find a Florist to see if there are shops (3 shops ). Call the shops found on the said websites to see if they will accept the orde
e florist's name and shop code and then FILL the order accordingly (Actions-FIL). Then delete the reject message. If LMF/FAF have no
d to step number 3.

LMF, FAF check VWIR. If there will be shop shown on VWIR, call shops to see if they can fill the order (3 shops ). If shop can fill the ord
clined follow step 4.

p to see if they can fill the order for additional price/ if they can do designer’s choice(Proceed to steps 4.1/4.2 if accepted). If rejecting
ot answer proceed to step 5.

the order for an additional price, input your notes then transmit the order back to the rejecting shop (Reselect then click "Rejected by
s check CSI then send price change message approving the discussed price. If rejecting shop declined taking the order, proceed to step

the order with a designer’s choice. Call customer for approval (If customer declined, offer 3GP; If routed to VM proceed to step numb
tes then transmit the order back to the rejecting shop (Reselect then click "Rejected by"). Reopen the order and create a status check
discussed substitution. If rejecting shop declined taking the order, proceed to step number 5.

teps failed, call customer to offer a comparable vendor item. Offer 3GP If needed. If customer agreed, replace, document and then de
M, leave a detailed VM and then replace the order with a vendor item. Document and then delete the reject message. If you failed to re
ve VM, send email and then replace the order with a vendor item. Document and then delete the reject message.

nnot be replaced with vendor (OS, Hospital, School, AK, HI ETC..) where the customer cannot be reached, a callback must be set.
 call one shop to see if they can still fill the order. If they accepted the order, input your notes and then transmit the order out (Reselec
jects taking the order, proceed to step number 2.

ist and/or Find a Florist to see if there are shops (1 shop). Call the shops found on the said websites to see if they will accept the order.
e florist's name and shop code and then FILL the order accordingly (Actions-FIL). Then delete the reject message. If LMF/FAF have no
d to step number 3.

LMF, FAF check VWIR. If there will be shop shown on VWIR, call shops to see if they can fill the order (1 shop ). If shop can fill the orde
clined follow step 4.

p to see if they can fill the order for additional price/ if they can do designer’s choice(Proceed to steps 4.1/4.2 if accepted). If rejecting
ot answer proceed to step 5.

the order for an additional price, input your notes then transmit the order back to the rejecting shop (Reselect then click "Rejected by
s check CSI then send price change message approving the discussed price. If rejecting shop declined taking the order, proceed to step

the order with a designer’s choice. Call customer for approval (If customer declined, offer 3GP; If routed to VM proceed to step numb
tes then transmit the order back to the rejecting shop (Reselect then click "Rejected by"). Reopen the order and create a status check
discussed substitution. If rejecting shop declined taking the order, proceed to step number 5.

teps failed, call customer to offer a comparable vendor item. Offer 3GP If needed. If customer agreed, replace, document and then de
M, leave a detailed VM and then replace the order with a vendor item. Document and then delete the reject message. If you failed to re
ve VM, send email and then replace the order with a vendor item. Document and then delete the reject message.

annot be replaced with vendor (OS, Hospital, School, AK, HI ETC..) where the customer cannot be reached, a callback must be set.
redelivery (Floral or vendor depending what's available)
m, left vm, create a delivery issue CSI, leave it open and delete the reject message.

contact via phone or VM, send an email create a delivery issue CSI, leave it open and delete the reject message.

For flipped order, notes should include ***flipped to GPT and called customer***

D SYMPATHY/FUNERAL orders, where the customer cannot be reached, a callback must be set. PAST DATED order follow guideline abo

1. If shops were found, and there is still time to transmit the order, send the order out to the newly found shop

2. If no shops on WIR, exit the order.

GPT REJ
message. Once done delete the message . If routed to VM, left then create and leave a Delivery Issue CSI open and delete the REJ mess

DO NOT WORK wet paint orders

Send an email to customer then create and leave a Delivery Issue CSI open and delete the REJ message on queue
1
 TLO
Call the preferred Shop to see if they will accept the order. If shop declined, proceed w

2 If shops were found, and there is still time to transmit the ord
found shop. If it is too late to transmit follow step 5.

3 If there are no shop on WIR that can fill the order, check Locat
see if there will be shops. Call the shops (3 shops before 3pm; 1 sh
accepts the order, get the name of the florist and their shop code
shops declined proceed to step 4. If it is too late to transmit follow

4 If no shops in WIR, LMF, FAF, and there is still time to transmit

1 Agent must shop shown on VWIR, call shops to see if they can fill the order (3
check to see if there 3pm ). If shop can fill the order, process 2960 workaround. IF shop
will be shops on transmit follow step 5.
WIR.
5 IF WIR/VWIR/ LMF/FAF options failed and if it is too late to tran
comparable vendor item (follow below). Offer 3GP If needed.

5.1 Same Day

5.2 Future dated

1 Call customer to offer redelivery (Floral or vendor depending what's available)

Past Dated 2 If call was routed to vm, left vm, create a delivery issue CSI, leave it open and th
order
3 If customer cannot be contact via phone or VM, send an email create a delivery is
order.

For flipped order, notes should include ***flipped to GPT and cal
  For SAME DAY and FUTURE DATED SYMPATHY/FUNERAL orders
be set. PAST DATED order follow guideline above
 Agent must check to
Overnight process see if there will be
shops on WIR.
 TLO
ey will accept the order. If shop declined, proceed with the process below.

ere found, and there is still time to transmit the order, send the order out to the newly
t is too late to transmit follow step 5.

no shop on WIR that can fill the order, check Locate My Florist and/or Find a Florist to
l be shops. Call the shops (3 shops before 3pm; 1 shop only after 3pm ). IF the shop
der, get the name of the florist and their shop code then FIL the order accordingly. If
proceed to step 4. If it is too late to transmit follow step 5.

in WIR, LMF, FAF, and there is still time to transmit the order, check VWIR. If there will be
VWIR, call shops to see if they can fill the order (3 shops before 3pm; 1 shop only after
can fill the order, process 2960 workaround. IF shops declined follow or if it is too late to
w step 5.

R/ LMF/FAF options failed and if it is too late to transmit the order, call customer to offer a
ndor item (follow below). Offer 3GP If needed.
If customer agreed, replace and then dummy fill the order.

If routed to VM, replace and then dummy fill the order.

If routed to Bad number, wrong number or customer’s phone number no longer
in service, send email then replace and then dummy fill the order.
If customer agreed, replace and then dummy fill the order.
If routed to VM, leave VM then set up a call back.
If routed to Bad number, wrong number or customer’s phone number no longer
in service, send email then set up a call back.

to offer redelivery (Floral or vendor depending what's available)

ed to vm, left vm, create a delivery issue CSI, leave it open and then dummy fill the order

not be contact via phone or VM, send an email create a delivery issue CSI, leave it open and then dummy fill the

der, notes should include ***flipped to GPT and called customer****

ED SYMPATHY/FUNERAL orders, where the customer cannot be reached, a callback must
be set. PAST DATED order follow guideline above.
1. If shops were found, and there is still time to transmit the order, send the
order out to the newly found shop

2.   If no shops on WIR, exit the order.

 FPT FLE
2 If shops were found, and there is still time to transmit the order, send the or
to transmit follow step 5.

3 If there are no shop on WIR that can fill the order, check Locate My Florist an
Call the shops (3 shops before 3pm; 1 shop only after 3pm ). IF the shop accepts t
shop code then FIL the order accordingly. If shops declined proceed to step 4. If it

4 If no shops in WIR, LMF, FAF, and there is still time to transmit the order, che
call shops to see if they can fill the order (3 shops before 3pm; 1 shop only after 3
workaround. IF shops declined follow or if it is too late to transmit follow step 5.
1 Agent must
check to see if
there will be shops
on WIR. 5 IF WIR/VWIR/ LMF/FAF options failed and if it is too late to transmit the order,
(follow below). Offer 3GP If needed.

5.1 Same Day

5.2 Future dated

1 Call customer to offer redelivery (Floral or vendor depending what's available)

Past Dated 2 If call was routed to vm, left vm, create a delivery issue CSI, leave it open and then du
order
3 If customer cannot be contact via phone or VM, send an email create a delivery issue C
For flipped order, notes should include ***flipped to GPT and called c
  For SAME DAY and FUTURE DATED SYMPATHY/FUNERAL orders

Agent must check to see if there will be

Overnight process shops on WIR.

GPT FLE
Agent must try to resolve the issue on the order and meet the same delivery date through the delivery calendar
If the same date of delivery cannot be fulfilled anymore, call customer to offer alternatives.
If routed to VM, agent must left a detailed VM then create and leave a delivery issue CSI open. Once done then
DO NOT WORK on the Wine, Passport orders and any product that has le
Agent
If the same date of must try cannot
delivery to resolve the issueanymore,
be fulfilled on the order
agentand meet
must the same
create deliva
and leave
Overnight process
 FPT FLE
here is still time to transmit the order, send the order out to the newly found shop. If it is too late

R that can fill the order, check Locate My Florist and/or Find a Florist to see if there will be shops.
3pm; 1 shop only after 3pm ). IF the shop accepts the order, get the name of the florist and their
ccordingly. If shops declined proceed to step 4. If it is too late to transmit follow step 5.

AF, and there is still time to transmit the order, check VWIR. If there will be shop shown on VWIR,
the order (3 shops before 3pm; 1 shop only after 3pm ). If shop can fill the order, process 2960
follow or if it is too late to transmit follow step 5.

ons failed and if it is too late to transmit the order, call customer to offer a comparable vendor item
eded.

If customer agreed, replace and then dummy fill the order.

If routed to VM, replace and then dummy fill the order.

If routed to Bad number, wrong number or customer’s phone number no longer in
service, send email then replace and then dummy fill the order.

If customer agreed, replace and then dummy fill the order.

If routed to VM, leave VM then set up a call back.
If routed to Bad number, wrong number or customer’s phone number no longer in
service, send email then set up a call back.

ery (Floral or vendor depending what's available)

m, create a delivery issue CSI, leave it open and then dummy fill the order

via phone or VM, send an email create a delivery issue CSI, leave it open and then dummy fill the order.

er, notes should include ***flipped to GPT and called customer****

NERAL orders, where the customer cannot be reached, a callback must be set. PAST DATED order follow
guideline above.
1.       If shops were found, and there is still time to transmit the order, send the order out to the
newly found shop
2.       If no shops on WIR, exit the order.

GPT FLE
et the same delivery date through the delivery calendar.
 call customer to offer alternatives.
te and leave a delivery issue CSI open. Once done then dummy fill the order.
n the Wine, Passport orders and any product that has letters CE, SB, KO.
resolve the issueanymore,
not be fulfilled on the order
agentand meet
must the same
create delivery
and leave date through
a delivery issue CSIthe delivery
open, sendcalendar.
an email to customer
then dummy fill the order
DO NOT PROCESS 2960 WITHOUT SUPERVISOR'S APPROVAL

Take note of the product description and the merchendize price

Create an order change CSI, change the product to 2960 (Get the password to your team leader) . Manually change the produ
description and price back to the original details. Save the changes and close CSI.

Go back to the order you're handling. Select shops on WIR and transmit the order out.
 CMON

CSI Left open within 24

hours:

CSI Left open more than 24

hours:

Agents are not allowed to change the Problem Code on the CSI.
CSI source and Caller Code are grayed out.
Agents must be mindful the proper fault code tagging especially with Fruit Bouquet or Shari’s orders.

Overnight process:
 CMON
1. Agent must determine why was the CSI left open.
2. The agent must call customer/florist/vendor or recipient to provide resolution on the pending
CSI concern. Once done, document on the order and close the CSI.
3. If routed to VM, agent must left a detailed VM then document on the order and keep the CSI
open.
1. Agent must determine why was the CSI left open.
2. The agent must call customer/florist/vendor or recipient to provide resolution on the pending
CSI concern. Once done, document on the order and close the CSI.
3. If routed to VM, agent must left a detailed VM then document on the order and then close the
CSI.
owed to change the Problem Code on the CSI.
ller Code are grayed out.
indful the proper fault code tagging especially with Fruit Bouquet or Shari’s orders.
1.       Agent may only work on orders that are left open for more than 24 hours and on receipt
requests.
2.       Agent must determine why was the CSI left open.
3.       Agents must send an email to the customer, document and close the CSI.
4.       Agents are not allowed to change the Problem Code on the CSI.
5.       CSI source and Caller Code are grayed out.
6.       Agents must be mindful the proper fault code tagging especially with Fruit Bouquet or
Shari’s orders.
 FSS
1. If the order is completed, check to see if there will be shops that will show after clicking “Send out going”
2. If there are shop, exit and go to the individual order to document. Then click “send outgoing” again to select
transmit the order out.
3. If there are no shop, go to individual order to check “WIR”
4. If there are shops that will show, open the order on a brand new ATLAS to transmit the order within a status
CSI. Once done, go back to FSS and click on “send outgoing”.

5. If there are no shops, call customer

to offer comparable vendor item.

6. If the order is already “Deleted” take note of the order number, and escalate it to a team leader for it to be re
to the clients.
 FSS
check to see if there will be shops that will show after clicking “Send out going”
go to the individual order to document. Then click “send outgoing” again to select and
individual order to check “WIR”
show, open the order on a brand new ATLAS to transmit the order within a status check
SS and click on “send outgoing”.
If customer agreed, replace and Dummy fill the orders individually.  . Once
done, go back to FSS and click on “send outgoing”.

If routed to VM, create and leave a Delivery Issue CSI open and Dummy fill the
order. . Once done, go back to FSS and click on “send outgoing”.

eted” take note of the order number, and escalate it to a team leader for it to be reported
 SVR
Check if you are handling an original order or replacement
If the order you got is an original order, follow CCE process

IF the order you got is a replacement, check if it is a valid

replacement

CCE
If the CC status shows "Approved" document on the order and resend the order.
If the CC status shows "CC not found" or "Authorization Network Timeout" try to authorize the card through acti
document on the order and resend the order. If the card declined, follow below.
If the order does not have "Can"or "AUT on actions buttons, click on "Complete order"on
If the CC status shows "Declined" or "Invalid Expiration
date" try to authorize card, if CC status remains the same,
call customer to get alternative card.
 SVR
lacement
E process
If proven valid, document on notes, click actions and resend the order
If the replacement is invalid (no notes, duplicate replacement, replacement processed on a
replacement) document on notes, click actions and cancel the order.

CCE
the order and resend the order.
ization Network Timeout" try to authorize the card through actions "AUT" and if the card got approved,
he card declined, follow below.
"Can"or "AUT on actions buttons, click on "Complete order"on the Customer Payment tab
If the customer provided a new card, go to CSI to duplicate the order.
If the customer declined providing card details, document then click on actions "CAN"
If routed to VM, document then click on actions "CAN"
 DENY

DELIVERY ISSUE

QUALITY ISSUE

DELIVERED WRONG

Delivery Attempt

CHARGE BACK

Review by Purchase Verification

3 DENY
Special Location
International Orders
 DENY
DLCF on file (Sent on a timely Manner within the delivery time window)

DLCF on file (Not sent on a timely Manner within the delivery time window)
NO DLCF on file
FLEX DELIVERY (DLCF Should be sent within the FLEX delivery date 05/06 -
05/10)

Cancellation was sent "within 7 Days upon receiving DLCF / Freshness

Guarantee" do a quality check with the recipient
If the recipient will answer - and said "Yes" (Appreciated what delivered)
If the recipient will answer - and say "No" (Did not like what delivered)
If the recipient
If the recipient's phonewill NOT answer
number (Do not
is the SAME leave
with voicemail) phone
the customer's
number
If the Recipient's phone is wrong number/bad number
If the Recipient will not cooperate with the quality check
Cancellation was sent "Past 7 Days Freshness Guarantee"

Flowers doesn’t looks like on the picture / incomplete components

DLCA was sent within the time window

If it is written on the order notes the word "Charge Back"

If it is written on the order notes the word "Under review by purchase

Verification Department"

**ESCALATE TO POC **
If DLCF indicates "Nurse station, Flower room, Reception, or etc."

Recipient cannot be contacted. If DLC is on file (sent withing 24-48 Hours)

 Decision

Full Payment

No Payment
No Payment

Full Payment

Decision
Full Payment
No Payment
Setupcall Back for 24 Hours (EXIT MESSAGE)
Full Payment
Full Payment
Full Payment
Full Payment

Full Payment

Cost of goods (50% of the merchandise amount / if

the florist mentioned $7.99)
No Payment (Use Charge Back Template)

Full Payment

DELETE THE MESSAGE ON QUEUE

Full Payment

Full Payment
 ONE AND DONE (WEEKEND GUIDELINES)

FPT REJ

“NO NEED” to look for shop

Note: **Funeral home / Sympathy Order** – Follow “NORMAL GU

ONE AND DONE (WEEKEND GUIDELINES)

FPT TLO

“NO NEED” to look for shop

Note: **Funeral home / Sympathy Order** – Follow “NORMAL GU

 ONE AND DONE (WEEKEND GUIDELINES)

FPT REJ

1. Call customer to offer a comparable vendor item. Offer 3GP If needed. If customer agreed, replace and delete the reject me
order, notes should include ***flipped to GPT and called customer****

2. if customers phone is routed to VM process replacement for a comparable Vendor item. Flipped order, notes should includ
GPT and called customer**** delete the reject message.

Note: **Funeral home / Sympathy Order** – Follow “NORMAL GUIDELINES”

ONE AND DONE (WEEKEND GUIDELINES)

FPT TLO
1. Call customer to offer a comparable vendor item. Offer 3GP If needed. If customer agreed, replace and process Dummy fill.
notes should include ***flipped to GPT and called customer****
2. if customers phone is routed to VM process replacement for a comparable Vendor item. Flipped order, notes should includ
GPT and called customer**** Process Dummy fill

Note: **Funeral home / Sympathy Order** – Follow “NORMAL GUIDELINES”