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 SYMPATHY/FUNERAL orders, where the customer cannot be reached, a callback must b
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.
2.       If there will be shop, transmit the order.
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.
2.       If there will be shop, transmit the order.
3.       If there are no shop on WIR, check VWIR. Call the shop on VWIR to see if
they can fill the order. If the VWIR shop can fill the order, process 2960
workaround to be able to transmit the order.

4.       If there are no shop on WIR/VWIR or if the VWIR shop declined the order,
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

L orders, where the customer cannot be reached, a callback must be set.

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.
 TLO
Call the preferred Shop to see if they will accept the order. If shop declined, proceed with the process below.

If shops were found, and there is still time to transmit the order, send the order out
newly found shop. If it is too late follow the third step.

If there are no shop on WIR, check Locate My Florist and/or Find a Florist to see if t
will be shops. Call the shops and FIL the order accordingly if accepted.
If LMF/FAF have no shops/declined taking the order. Call customer to offer a compa
vendor item. Offer 3GP If needed.

Agent must check to see

if there will be shops on
WIR. Same Day

Future dated

For flipped order, notes should include ***flipped to GPT and called customer****
  For SYMPATHY/FUNERAL orders, where the customer cannot be reached, a callback m

Agent must check to

Overnight process see if there will be
shops on WIR.
 TLO
y 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 found shop. If it is too late follow the third step.

are no shop on WIR, check Locate My Florist and/or Find a Florist to see if there
will be shops. Call the shops and FIL the order accordingly if accepted.
AF have no shops/declined taking the order. Call customer to offer a comparable
vendor item. Offer 3GP If needed.
1. If customer agreed, replace and then dummy fill the order.
2. If routed to VM, replace and then dummy fill the order.
3. 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.

1. If customer agreed, replace and then dummy fill the order.
2. If routed to VM, leave VM then set up a call back.

3. If routed to Bad number, wrong number or customer’s phone

number no longer in service, send email then set up a call back.

otes should include ***flipped to GPT and called customer****

HY/FUNERAL orders, where the customer cannot be reached, a callback must be set.
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
If shops were found, and there is still time to transmit the order, send the order out to
found shop. If it is too late follow the third step.

If there are no shop on WIR, check VWIR. Call the shop on VWIR to see if they can fill the
VWIR shop can fill the order, process 2960 workaround to be able to transmit the
and/or Find a Florist to see if there will be shops. Call the shops and FIL the order acco

If LMF/FAF have no shops/declined taking the order. Call customer to offer a compara
item. Offer 3GP If needed.

Agent must check to

see if there will be
shops on WIR.
Same Day

Future dated

For flipped order, notes should include ***flipped to GPT and called customer****
  For SYMPATHY/FUNERAL orders, where the customer cannot be reached, a callback m

Agent must check to see if there

Overnight process
will be 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
the order.
DO NOT WORK on the Wine, Passport orders and any product that has letters CE, SB, KO.

Agent must try to resolve the issue on the order and meet the same delivery date thr
delivery calendar.
Overnight process
If the same date of delivery cannot be fulfilled anymore, agent must create and leave a d
CSI open, send an email to customer then dummy fill the order
 FPT FLE
and there is still time to transmit the order, send the order out to the newly
found shop. If it is too late follow the third step.

WIR, check VWIR. Call the shop on VWIR to see if they can fill the order. If the
ll the order, process 2960 workaround to be able to transmit the order.
to see if there will be shops. Call the shops and FIL the order accordingly if
accepted.

hops/declined taking the order. Call customer to offer a comparable vendor

item. Offer 3GP If needed.

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

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

3. 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.

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

2. If routed to VM, leave VM then set up a call back.

3. If routed to Bad number, wrong number or customer’s phone

number no longer in service, send email then set up a call back.

hould include ***flipped to GPT and called customer****

RAL orders, where the customer cannot be reached, a callback must be set.

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
er and meet the same delivery date through the delivery calendar.
anymore, call customer to offer alternatives.
then create and leave a delivery issue CSI open. Once done then dummy fill

e, Passport orders and any product that has letters CE, SB, KO.

esolve the issue on the order and meet the same delivery date through the
delivery calendar.

very cannot be fulfilled anymore, agent must create and leave a delivery issue
open, send an email to customer then dummy fill the order
 FPT REJ
Agent must check to see if there will be shops on WIR, then follow the steps be
1.       If shops were found, transmit the order out and delete the reject message.
2.       If no shops on WIR, check VWIR. Call the shop on VWIR to see if they can fill the o
3.        If there
order, process are2960
no shop on WIR/VWIR
workaround or if to
to be able thetransmit
VWIR shop
the declined thedelete
order. Then order, the
check
rejeL
Florist to see if there will be shops. Call the shops and FIL the order accordingly if accep
4.        If LMF/FAF have no shops/declined taking the order. Call the rejecting shop to see
message.
additional price/ if they can do designer’s choice.
Before 03:00 PM Same 5.       If the shop can fill the order for an additional price, transmit the order back to the
day/ Future Dated change
6.      If themessage
shop canapproving the discussed
fill the order price. choice. Call customer for approval. If
with a designer’s
orders back to the rejecting shop then send substitution approval message to right after.
7.       If all of the previous steps failed, call customer to offer a comparable vendor item
8.       If customer agreed, replace and then delete the reject message.
9.      If routed to VM, leave VM and then replace the order with a vendor item. Delete t
10. If routed to Bad number, wrong number or customer’s phone number no longer in
replace
1.  If shops thewere
orderfound,
with acallvendor item.to
one shop Delete
see ifthe
theyreject message.
can still fill the order. If they accept
out
2. and delete the reject message.
  If there are no shop on WIR or if the shop declined the order. Call the rejecting shop
additional
3.  If the shop price/
caniffill
theythecan do for
order designer’s choice.price, transmit the order back to the re
an additional
change
4.  If themessage
shop canapproving thewith
fill the order discussed price. choice. Call customer for approval. If r
a designer’s
After 03:00 PM Same back to the rejecting shop then send substitution approval message to right after.
day 5. If all of the previous steps failed, call customer to offer a comparable vendor item. O
6.       If customer agreed, replace and delete the reject message.
7.      If routed to VM, leave VM and then replace the order with a vendor item. Delete t
8. If routed to Bad number, wrong number or customer’s phone number no longer in s
replace the order with a vendor item. Delete the reject message.
NOTE: Agent must try to reach at least 3 shops before 3 PM RTZ; 1 shop after 3 PM
For flipped order, notes should include ***flipped to GPT and called customer**
  For SYMPATHY/FUNERAL orders, where the customer cannot be reached, a callback m

Agent must check to see if there

Overnight process
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 then
CSI open and delete the REJ message on queue.

DO NOT WORK wet paint orders

Overnight process: Send an email to customer then create and leave a Delivery Issue CSI open and de
 FPT REJ
k to see if there will be shops on WIR, then follow the steps below
, transmit the order out and delete the reject message.
check VWIR. Call the shop on VWIR to see if they can fill the order. If the VWIR shop can fill the
on WIR/VWIR
karound or if to
to be able thetransmit
VWIR shop
the declined thedelete
order. Then order, the
check Locate
reject My Florist and/or Find a
message.
be shops. Call the shops and FIL the order accordingly if accepted. Then delete the reject
shops/declined taking the order. Call the rejecting shop to see if they can fill the order for
can do designer’s
he order choice. price, transmit the order back to the rejecting shop then send price
for an additional
ng the discussed
e order price. choice. Call customer for approval. If routed to VM transmit the order
with a designer’s
p then send substitution approval message to right after.
steps failed, call customer to offer a comparable vendor item. Offer 3GP If needed.
replace and then delete the reject message.
ve VM and then replace the order with a vendor item. Delete the reject message.
ber, wrong number or customer’s phone number no longer in service, send email and then
vendor
call item.to
one shop Delete
see ifthe
theyreject message.
can still fill the order. If they accepted the order, transmit the order
tnmessage.
WIR or if the shop declined the order. Call the rejecting shop to see if they can fill the order for
can
orderdo for
designer’s choice.price, transmit the order back to the rejecting shop then send price
an additional
ng thewith
order discussed price. choice. Call customer for approval. If routed to VM transmit the order
a designer’s
p then send substitution approval message to right after.
eps failed, call customer to offer a comparable vendor item. Offer 3GP If needed.
replace and delete the reject message.
ve VM and then replace the order with a vendor item. Delete the reject message.
er, wrong number or customer’s phone number no longer in service, send email and then
vendor item. Delete the reject message.
ry to reach at least 3 shops before 3 PM RTZ; 1 shop after 3 PM RTZ.
notes should include ***flipped to GPT and called customer****
L orders, where the customer cannot be reached, a callback must be set.
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
age. Once done delete the message . If routed to VM, left then create and leave a Delivery Issue
CSI open and delete the REJ message on queue.

DO NOT WORK wet paint orders

stomer then create and leave a Delivery Issue CSI open and delete the REJ message on queue
 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”