Order Tracking – Interflora

Overview

This process explains what to do when a customer requests to track their order, i.e. want an ETA, an update on delivery progress, to know where their order is, etc. Follow the relevant steps for orders executed by a florist, courier, Teleflora or overseas unit.

Always identify the order type before taking any action.

1. Initial Checks When You Open the Ticket (for all order types)

Verify Data Protection - Locate the order via Customer View, confirm you can discuss order details with the customer.
Check for all versions of the order - If searching with the RoseGold order number, remove the last 4 digits (i.e.0100).
Check the Executing Member
Check Order Status
- Awaiting Acceptance – The order has not been accepted by the executing member.
- Accepted - The executing member is aware of the order.
- Rejected - The order has been declined by the executing member so will not be delivered.
- Delivered/ Delivered Carded - The order has been delivered to the recipient or left safely.
- Delivery Attempted - Delivery has been unsuccessful and will be reattempted.

If the customer's email was sent before the order was marked delivered, then:

Send the customer a "Delivered/ Delivered Carded Macro" email.
Log as Pre-Delivery – No Further Action (NFA).
Solve the ticket.
Check Messages / Back Copy
Compare:
- The customer's email (include time & date in notes)
- The order back copy
- Any florist/unit notes or courier tracking
Logging the contact
- Pre-Delivery > Event Type = Task
- Select the appropriate Event Name and Action Type

Section A. Florist Orders

A1. Check if a FarEye Order

It will be stated on the backcopy of the order if delivery is being recorded via FarEye.

FarEye Order - Yes
- Log in to FarEye and paste the RoseGold order number in the search box.
- Click on the Reference ID to view the tracking details.
FarEye Order - No
- Advise the customer of the delivery window (on the backcopy) and that it will arrive before the end time.
- If the customer is persistent, call the florist to obtain further details.

A2. Contact the Customer

Send "UK/IE Order Tracking/WISMO Macro" email to customer.
Update your notes.
Solve the ticket and close the Pre-delivery.

Section B. Overseas Orders (Unit & Teleflora)

We do not have live tracking available for overseas orders.

B1. Contact the Overseas Unit/Teleflora

Within UK and IE privileges, send a Rosemail.

Outside of UK and IE privileges, if Teleflora, email ibu_orders@teleflora.com. If unit, send a message on GFS.

Example:

Subject: Overseas Delivery Confirmation Required - reference number

Dear Retrans/Teleflora,

Our customer has requested for confirmation of delivery of their order.

Please could you confirm the date and time of delivery, and who accepted it or where it was left.

Regards, (Your Name), CS

B2. Contact the Customer

Send "Overseas Tracking Macro" email to customer.
Update your notes.

Set ticket status to On-hold (2 working days) and leave the Pre-Delivery in Awaiting Reply.

This queue is monitored daily.

B3. When the Overseas Partner Replies

If delivery is confirmed, send "Delivered/Delivered Carded Macro" email.
If delivery has been unsuccessful, call the customer to discuss next steps or send the relevant "Unable to Deliver Macro".
- If the customer is unavailable, make a decision on the next steps (cancel/refund or reattempt delivery) with the overseas unit/Teleflora.
Close the Pre-Delivery in Rosegold with the appropriate notes and solve the ticket.

Section C. Courier Orders

Hampers and Plants are delivered via DPD.

C1. Tracking the Delivery

You must track the order using the UPI number from the back copy and pasting this into the relevant Courier Partner website. You may also be asked for the delivery address postcode to verify.

C2. Contact the Customer

If delivery is confirmed, send "Delivered/Delivered Carded Macro" email.
If delivery is still outstanding, send an amended "UK/IE Order Tracking/WISMO Macro" email to customer.
Solve the ticket and close the Pre-delivery.