This guidelines was updated 02/04/2022

MON MANTRA

TBYC
MER to Inactive
TextChange
Price Scrapes
Not
ThirdGiven
Touches
DNC Shops
Genesys Tagging
ZTP
 Find HOME on ALL orders

CSImust
We source must
never ALWAYS
send be change
messages to any when working
inactive inthis
shop as chatmay
andcause
emailconflict
while
between the current shop
shop.and the inactive shop.
Whenever we approve price changes, we must make sure that message type
person
is edited for uswho will touch/handle
to properly adjust thethe order. prices.
approved
This isNo
forcall
us to makebe
should sure that
done onthe
anythird
shoptouch will
that is be the
labled lastand
DNC touch
FBOon that
No one is allowed to be in Busy-mon/cmon state if they are not actively
working
Truthfulness on order notes. ALLinactions
the saidstated
queue.on order notes should be
done.
 Reminder

DO NOT RESEND ORDERS THATS SHOWS : UNREAD LONGER THAN ALOTTED TIME UNLESS YOU S
CALLING
When transmitting an order that is for Sunday delivery, youREJECTING
have to makeSHOP (IF the
sure that NOT DNC/FBO)
"SUN" column in WIR has "Y
that only means the shop is not open on Sundays.

Same Day Cutoff Time

Location/Product Type Monday to Friday
Residential 2:30 PM
Business 2:00 PM
Fruit Bouquets & Shari's Berries 1:00 PM

Sequence Actions
Step 1 Check WIR (Action-WIR)
Step 2 Check Surrounding Zip Codes (Action-SZP)
Check Locate my Florist and Find a Florist
Step 3
websites.
Step 4 Call rejecting shops
Step 5 GPT Replacement
 Reminder

WS : UNREAD LONGER THAN ALOTTED TIME UNLESS YOU SPOKE WITH THE SHOP
LMF/FAF
ALLING
ivery, youREJECTING
have to makeSHOP (IF the
sure that NOT DNC/FBO)
"SUN" column in WIR has "Y" on it. IF the column is blank,
that only means the shop is not open on Sundays.

Saturday Sunday
1:00 PM 11:30 AM
1:00 PM 11:30 AM
12:00 PM 11:30 AM

Instructions
the order out (Action-RES). If you're working on a same-day order past the cutoff
call
time,them
call 1toshop.
checkIfifshop
they accepts,
are willing to accept
select the orders.
the shop transmitCall
the3order
shops
outprior to same
(Action-
day cutoff but if you're working on a same-day order past the cutoff time, call 1 shop.
shops
If shopprior to same
accepts selectday
thecutoff
shopbut if you're
transmit theworking on(Action-RES).
order out a same-day order pastdeclined
If shops the
cutoff time, call 1 shop. If shop accepts, get the shop code and the name
price or with substitution. If shop accepts, transmit the order back to the same shop of the florist
and send a message approved the discussed price or substitutions. If shop declined,
Call customer to offer GPT options. Offer 3GP if needed.
 Reminder
DO NOT ASK SHOP IF THEY CAN FILL ORDERS WITH SUBSTITUTIONS OR ADDITIONAL PRICE CHANG
DNC/FBO)

For all Reject like concerns, Reject guidelines should be followed.

When transmitting an order that is for Sunday delivery, you have to make sure that the "SUN" column in WIR has "
that only means the shop is not open on Sundays.

Location/Product Same Day Cutoff Time

Type Monday to Friday
Residential 2:30 PM
FruitBusiness
Bouquets & 2:00 PM
Shari's Berries 1:00 PM

FPT ASK/ ANS

Same day delivery - Before cut off/ Future

dated
Price Change

Same day delivery - After cut off

Same day delivery - Before cut off/ Future

dated
Substitution/Date
Change
Same day delivery - After cut off

Additional Check information needed online (Legacy, Anywho, Google). If found none, Call/send an email to custom
Information
For SAME DAY and FUTURE DATED SYMPATHY/FUNERAL orders, where the customer cannot be reached,

For PAST DATED orders, you must reply or delete the message depending on the shop's concern. If the callout to
must create a corresponding CSI, leave it open and delete the message from the que

GPT ASK
For delivery delays, agent must check the tracking information to see when is then
For damaged shipments, agent must call customer to offer replacement delete the
the updated message.
delivery dateIfand
routed
thentocall
VM, left V
custom
For incorrect addresses and others, agent must callthecustomer
message.toIfgather
routedinformation.
to VM, left Process
VM andreplacement
delete the message.
if needed. Then delete
VM and delete the message.

Overnight process
FPT ASK/ANS Agents may only approve price changes. All else, exit the order.
GPT ASK Agent must send an email to customer then delete the message on queu
 Reminder
RS WITH SUBSTITUTIONS OR ADDITIONAL PRICE CHANGES. CALL THE SHOP (IF NOT
DNC/FBO)

Reject like concerns, Reject guidelines should be followed.

ivery, you have to make sure that the "SUN" column in WIR has "Y" on it. IF the column is blank,
that only means the shop is not open on Sundays.

Same Day Cutoff Time

Saturday Sunday
1:00 PM 11:30 AM
1:00 PM 11:30 AM
12:00 PM 11:30 AM

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).
If price is 50% of the merchandize amount or
lower,isthe
If price agents
more thanmay
50%approve the price
of the merchandize
3. If there are none, approve the price change.
amount
If price or lower,
is 50% of the itmerchandize
will require amount
a TL's or
lower,isthe approval.
agents
Approve the price If price more thanmay
50%approve the price
of the merchandize
change.
amount or lower, it will require a TL's
1. Check WIR to see if there are other shops that can fill the order approval.
(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.
(Legacy, Anywho, Google). If found none, Call/send an email to customer then respond to the shop stating
that we’re gathering messages
YMPATHY/FUNERAL orders, where the customer cannot be reached, a callback must be set.

e the message depending on the shop's concern. If the callout to customer is not sucessful, you
ponding CSI, leave it open and delete the message from the queue.

GPT ASK
mer
ormation to see when is then
to offer replacement delete the
the updated message.
delivery dateIfand
routed
thentocall
VM, left VMtoand
customer delete
relay the message.
information then delete
essage. If routed to VM, left VM and delete the message.
omer to gather information. Process replacement if needed. Then delete the message. If routed to VM, left
VM and delete the message.

Overnight process
 Agents may only approve price changes. All else, exit the order.
Agent must send an email to customer then delete the message on queue.
 Reminder
DO NOT RESEND ORDERS THATS SHOWS : UNREAD LONGER THAN ALOTTED TIME UNLES
SZP (Surrounding Zip Code)
When transmitting an order that is for Sunday delivery, you have to make sureLMF/FAF
that the "SUN" column in WIR has "
the shop is not open on Sundays.

Same Day Cutoff Time

Location/Product Type Monday to Friday
Residential 2:30 PM
Business 2:00 PM
Fruit Bouquets & Shari's Berries 1:00 PM

FPT REJ

Step 1 Check WIR (Action-WIR) and if shops will show up, input your notes and then transmi
queue interface. If there are no shops in WIR, proceed to step number 2.

Step 2
NOTE: Call 3 shops for future dated order and on same day orders before cutof
Check Locate My Florist and/or Find a Florist to see if there are shops. Call the
will accept the order.

If the shop accepts the order, get the Florist's name and Shop code and use thi
Step 3 done delete the reject message.

NOTE: Call 3 shops for future dated order and on same day orders before cutof
time, call one shop only. On instances where it is too late to call shops, proceed

If LMF/FAF have no shops/declined taking the order proceed to step 4.

Step 4
If the shop can fill the order with a designer’s choice. Call customer for approva
If all of the previous steps failed, call customer to offer a comparable vendor item

If customer agreed, replace, document and then delete the reject message.

If routed to VM, leave a detailed VM and then replace the order with a vendor ite
Step 5 message.

If there is no option to leave VM, send email and then replace the order with a v
message.

For order that goes to funeral homes, hospital, school, international, Hawaii, Al
For SAME DAY and FUTURE DATED SYMPATHY/FUNERAL orders, where the customer cannot be reached, a callback
NOTE: For orders that cannot be replaced with vendor (OS, Hospital, School, AK, HI ETC..) where the customer ca
Step 1
Past Dated order
 Past Dated order Step 2
Step 3

GPT REJ
Note: For past dated GPT Rejects where customer cannot be reached, VM/email should be sent, a Delivery Issue CSI must be
DO NOT WORK wet paint orders

Overnight process:
Agent must check to see if there will be shops
FPT REJ on WIR.
GPT REJ Can only work on past dated GPT rejects. Agent must send an email, leave a Delivery Is
 Reminder
EAD LONGER WIRTHAN ALOTTED TIME UNLESS YOU SPOKE WITH THE SHOP
SZP (Surrounding Zip Code)
o make sureLMF/FAF
that the "SUN" column in WIR has "Y" on it. IF the column is blank, that only means
he shop is not open on Sundays.

Saturday Sunday
1:00 PM 11:30 AM
1:00 PM 11:30 AM
12:00 PM 11:30 AM

FPT REJ

hops will show up, input your notes and then transmit the order out using the Reselect button in Reject
ps in WIR, proceed to step number 2.

ated order and on same day orders before cutoff. For same day orders handled past the cutoff
Find a Florist to see if there are shops. Call the shops found on the said websites to see if they

et the Florist's name and Shop code and use this information in Fill order (Actions-FIL). Once
.

ated order and on same day orders before cutoff. For same day orders handled past the cutoff
tances where it is too late to call shops, proceed to step 6.

lined taking the order proceed to step 4.

h a designer’s choice. Call customer for approval (If customer declined, offer 3GP). Once
, call customer to offer a comparable vendor item. Offer 3GP If needed.

cument and then delete the reject message.

d VM and then replace the order with a vendor item. Document and then delete the reject

M, send email and then replace the order with a vendor item. Document and then delete the reject

homes, hospital, school, international, Hawaii, Alaska and Canada, set up a callback
here the customer cannot be reached, a callback must be set. PAST DATED order follow guideline
above.
Hospital, School, AK, HI ETC..) where the customer cannot be reached, a callback must be set.
Call customer to offer redelivery (Floral or vendor depending what's available)
 If call was routed to vm, left vm, create a delivery issue CSI, leave it open and delete the
reject message.
If customer cannot be contact via phone or VM, send an email create a delivery issue CSI,
leave it open and delete the reject message.

GPT REJ
M/email should be sent, a Delivery Issue CSI must be left open and then the REJ message may be deleted
DO NOT WORK wet paint orders

Overnight process:
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.
rejects. Agent must send an email, leave a Delivery Issue CSI and then delete the REJ message on queue.
 Reminder
DO NOT RESEND ORDERS THATS SHOWS : UNREAD LONGER THAN
SZP (Surrounding ZipALOTTED
Code) TIME UNLESS YOU
When transmitting an order that is for Sunday delivery, you have to make sure that the "SUN" column in WIR has "Y
only means the shop is not open on Sundays.

Location/Product Same Day Cutoff Time

Type Monday to Friday
Residential 2:30 PM
FruitBusiness
Bouquets & 2:00 PM
Shari's Berries 1:00 PM

FPT FLE
out (select shop then action-res) If none showed up, proceed to step 2.
Step 1
Step 2 NOTE:
NOTE: If
Call
If the shop
you3 are
accepts
handling
shops the
a same day
for future
order, dated
order
get theorder andpast
Florist's on the
namesamecut off orders
andday
time, call the shop
Shop codebefore
and use
on WIR
cutoff.
this For
to see
same
informationdai
Step 3 time, call one shop only. On instances where it is too late to call shops, proceed to step 5.
Step 4 If routedCall
NOTE: to VM, leavefor
3 shops a detailed VM and
future dated thenand
order replace the order
on same daywith a vendor
orders beforeitem. Document
cutoff. and the
For same da
Step 1
Past Dated order Step 2
Step 3
For SAME DAY and FUTURE DATED SYMPATHY/FUNERAL orders, where the customer cannot be reached, a callback must

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
Note: Forto VM,
past set up
dated a callback.
orders where customer cannot be reached, VM/email should be sent, a Delivery Issue CSI must be left o
order.
DO NOT WORK on the Wine, Passport orders and any product that has letters CE, SB, KO

Overnight process
Can only work on past dated orders. Agent must send an email, leave a Delivery Issue CSI and then dum
 Reminder
S : UNREAD LONGER THAN
SZP (Surrounding ZipALOTTED
Code) TIME UNLESS YOU SPOKE WITH THE SHOP
LMF/FAF
y, you have to make sure that the "SUN" column in WIR has "Y" on it. IF the column is blank, that
only means the shop is not open on Sundays.

Same Day Cutoff Time

Saturday Sunday
1:00 PM 11:30 AM
1:00 PM 11:30 AM
12:00 PM 11:30 AM

FPT FLE
) If none showed up, proceed to step 2.

me
atedday order past
on the cut off orders
time, call the shop on WIR to see if orders
they can still fill past
the order. If
get theorder and
Florist's namesame
andday
Shop codebefore
and use cutoff.
this For same
informationday
in Fill handled
order (Actions-FIL). the cutoff
tances where it is too late to call shops, proceed to step 5.
VM
atedand thenand
order replace the order
on same daywith a vendor
orders beforeitem. Document
cutoff. and then
For same day dummy fill the order
orders handled past(Actions-Fil).
the cutoff
Call customer to offer redelivery (Floral or vendor depending what's available)
If call was routed to vm, left vm, create a delivery issue CSI, leave it open and dummy fill the
order (Action-Fil)
If customer cannot be contact via phone or VM, send an email create a delivery issue CSI,
leave it open and dummy
RAL orders, where the customer cannotfillbethe order (Action-Fil)
reached, a callback must be set. PAST DATED order follow
guideline above.

GPT FLE
t the same delivery date through the delivery calendar.
call customer to offer alternatives.
eached, VM/email should be sent, a Delivery Issue CSI must be left open and then the dummy fil the

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

Overnight process
. Agent must send an email, leave a Delivery Issue CSI and then dummy fil the order.
 Reminder
DO NOT RESEND ORDERS THATS SHOWS : UNREAD LONGER THAN
SZP (Surrounding ZipALOTTED
Code) TIME UNLESS YOU
When transmitting an order that is for Sunday delivery, you have to make sure that the "SUN" column in WIR has "
that only means the shop is not open on Sundays.

Location/Product Same Day Cutoff Time

Type Monday to Friday
Residential 2:30 PM
FruitBusiness
Bouquets & 2:00 PM
Shari's Berries 1:00 PM

TLO
Step 1 Call the preferred Shop to see if they will accept the order. If shop declined, proceed with the process bel
Check WIR (Action-WIR) and if shops will show up, If there will be shop available, input your no
out (select shop then action-res) If none showed up, proceed to step 3.
Step 2 Note: If you are handling a same day order past the cut off time, call the shop on WIR to see if t
declined proceed to step 3. On instances where it is too late to call shops, proceed to step 6.

NOTE: Call 3 shops for future dated order and on same day orders before cutoff. For same day
Step 3 If thecall
time, shop accepts
one the order,
shop only. get the Florist's
On instances where itname
is too and
late Shop
to callcode andproceed
shops, use thistoinformation
step 6. in
Step 4
If routedCall
NOTE: to VM, leave for
3 shops a detailed
future VM andorder
dated then and
replace
on the
sameorder
daywith a vendor
orders item.
before Document
cutoff. and then
For same day
Step 5
Step 1
Past Dated Step 2
order
For SAME DAY and FUTURE DATEDStep 3
SYMPATHY/FUNERAL orders, where the customer cannot be reached, a callback

Overnight process:
1. If shops were found, and there is still time to transmit the order, send the order out to the newly foun
Agent must check to
see if there will be
shops on WIR. 2. If no shops on WIR, exit the order.
 Reminder
S : UNREAD LONGER THAN
SZP (Surrounding ZipALOTTED
Code) TIME UNLESS YOU SPOKE WITH THE SHOP
LMF/FAF
very, you have to make sure that the "SUN" column in WIR has "Y" on it. IF the column is blank,
hat only means the shop is not open on Sundays.

Same Day Cutoff Time

Saturday Sunday
1:00 PM 11:30 AM
1:00 PM 11:30 AM
12:00 PM 11:30 AM

TLO
ey will accept the order. If shop declined, proceed with the process below.
shops will show up, If there will be shop available, input your notes and then transmit the order
) If none showed up, proceed to step 3.

e day order past the cut off time, call the shop on WIR to see if they can still fill the order. If shop
instances where it is too late to call shops, proceed to step 6.

ated order and on same day orders before cutoff. For same day orders handled past the cutoff
get the Florist's
tances where itname
is too and
late Shop
to callcode andproceed
shops, use thistoinformation
step 6. in Fill order (Actions-FIL).
VM andorder
dated then and
replace
on the
sameorder
daywith a vendor
orders item.
before Document
cutoff. and then
For same daydummy
orders fill the order
handled past(Actions-Fil).
the cutoff
Call customer to offer redelivery (Floral or vendor depending what's available)
If call was routed to vm, left vm, create a delivery issue CSI, leave it open and dummy fill the
order (Action-Fil)
If customer cannot be contact via phone or VM, send an email create a delivery issue CSI,
Y/FUNERALleave
orders, whereand
it open thedummy
customer
fillcannot be reached,
the order a callback must be set. PAST DATED order
(Action-Fil)
follow guideline above.

Overnight process:
s still time to transmit the order, send the order out to the newly found shop

er.
 CMON
1. Agent must determine why was the CSI left op

2. The agent must call

Same Day/ Future Dated orders customer/florist/vendor or recipient to
provide resolution on the pending CSI
concern.

1. Agent must determine why was the CSI left op

2. The agent must call

Past Dated Order customer/florist/vendor or recipient to
provide resolution on the pending CSI
concern.
If there is no way to contact the customer and all resources have been checked, the CSI should remain open u
date. You should check resources each time the CSI is reviewed and look for alternatives (new shop, flip to v
Agents are not be updated
allowed with allthe
to change actions taken.
Problem Code on the CSI.
Agents must be mindful the proper fault code tagging especially with Fruit Bouquet or Shari
Overnight 1. Agent may only work on CSIs that doesn't require callout (Receipt
process:
MON
gent must determine why was the CSI left open.
If customer answered, provide FCR and then close the
document on the order, Set CSI.
up a callback and then keep
Ifthe
theCSI
second
open.attempt
Anotherwas routed
attempt to VM,
must agentafter
be done must2
leave a detailed VM, document on the order,
Note: Maximum of 2 attempts daily. Agents must exit send an
orders if it has email
an and then
active keep the
callback or 2CSI open. have been
attempts
gent must determine why was the CSI left done
open.
If customer answered, provide FCR and then close the
document on the order, Set CSI.
up a callback and then keep
the CSI open. Another attempt
leave a detailed VM, document on mustthebeorder,
donesend
afteran
2
Note: Maximum of 2 attempts daily. Agents must
email and if we have missed the delivery date, we should exit
been checked, orders
the CSI if itshould
has anremain
active callback or 24
open until 2 attempts have
hours post been
delivery
done
and look for alternatives (new shop, flip to vendor, etc). Notes should
th allthe
ange actions taken.
Problem Code on the CSI.
agging especially with Fruit Bouquet or Shari’s orders.
on CSIs that doesn't require callout (Receipts, incorrectly left open)
 FSS
1. If the order is completed, check to see if there will be shops that will show after clicking “Se
2. If there are shop, exit and go to the individual order to document. Then click “send outgoing” again to sele
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 sta
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
 FSS
order is completed, check to see if there will be shops that will show after clicking “Send out going”
t and go to the individual order to document. Then click “send outgoing” again to select and transmit the order out.
3. If there are no shop, go to individual order to check “WIR”
hat will show, open the order on a brand new ATLAS to transmit the order within a status check CSI. Once done, go
If customerback to FSS
agreed, and click
replace and on “sendfill
Dummy outgoing”.
the orders individually. . Once done, go back to FSS and
click on
If routed to VM, create and leave a Delivery Issue “send
CSIoutgoing”.
open and Dummy fill the order. . Once done, go
back to FSS and click on “send outgoing”.
ady “Deleted” take note of the order number, and escalate it to a team leader for it to be reported to the clients.
 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 a
the card got approved, 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 the Customer Paym

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
u are handling an original order or replacement
you got is an original order, follow CCE 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
atus shows "Approved" document on the order and resend the order.
atus shows "CC not found" or "Authorization Network Timeout" try to authorize the card through actions "AUT" and if
t approved, document on the order and resend the order. If the card declined, follow below.
does not have "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"

 ONE AND DONE (WEEKEND GUIDELINES)
FPT REJ

“NO NEED” to look for shop

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

ONE AND DONE (WEEKEND GUIDELINES)

FPT TLO

“NO NEED” to look for shop

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

 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
2. if reject message.
customers phone is routed to VM process replacement for a comparable Vendor item. Flipped order, notes
should include ***flipped to 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 Dummyphone
2. if customers fill. Flipped order,
is routed notes
to VM shouldreplacement
process include ***flipped to GPT andVendor
for a comparable called customer****
item. Flipped order, notes
should include ***flipped to GPT and called customer**** Process Dummy fill

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

Effective date: 10/05/2021

Delivery Issue

Delivered Wrong

Quality Issue

Fruit Bouquets/ Sharis

International
Special Locations

Fraud/Test Orders

Charge back
Same day cancellations
4TH DENY
Rejected Order
 Scenario Decision
DLCF on file (Sent on a timely Manner within the delivery time window) Full Payment
DLCF on file (Not sent on a timely Manner within the delivery time window) No Payment
NO DLCF on file No Payment
FLEX DELIVERY (DLCF sent within the Flex delivery date) Full Payment
DLCA sent in timely manner Trip Charge ($7.99)
Scenario Decision
If there was a substitution approval on file Full Payment
If there was no communicated substitution No Payment
Reason for cancellation Decision
If the quality issue happened AFTER 7 Days freshness guarantee Full Payment
If customer/recipient complained about the quality of the flowers No Payment
Scenario Decision
If qualitty issue happened within 24 hours freshness guarantee No Payment
If qualitty issue happened AFTER 24 hours freshness guarantee Full Payment
DLCA sent in timely manner Approve price request
Recipient cannot be contacted. If DLC is on file (sent within 24-48 Hours) Full Payment
If DLCF indicates "Nurse station, Flower room, Reception, or etc." Full Payment
If it is written on the order notes the word "Under review by purchase
Verification Department" Full Payment
If it is written on the order notes the word "Charge Back" No Payment (Use Charge Back Template)
If the order was cancelled at the same date of delivery without shop's approval Full Payment
4th Denial from the shop **ESCALATE TO POC ** DELETE THE MESSAGE ON QUEUE
DELETE THE MESSAGE ON QUEUE
ack Template)