Substitution Rosemails

Overview

This process explains how to deal with Rosemails from Florists offering Substitutions on products. 

Always identify the order type before starting the investigation.

1. First Order Related Message (ORM)

• Push back
  • Rosemails regarding substitutions will be picked up as Tickets in Zendesk
  • Always check the customers telephone number is available and valid
  • Reply to the Member by Rosemail
    • “Dear Member, Please try to contact the customer to discuss substitutions personally as per the Supplier Hand Book and let us know what has been agreed by Rosemail. Kind Regards *****”
  • If a member would like to know the process for this please direct them to the florist hub substitutions
    • The Customer details will be visible to them if they click on more info on the order
      

 2. Second Order Related Message

• Members may push back to us
  • Examples
    • “I am too busy to call your customer!”
    • “I have urgent funeral work to get out”
    • “I have to do the deliveries today so don’t have time!”
• If a member comes back by Rosemail again,  we would deal with the order like a Rejection
• Send the member another Rosemail
  • “Dear Member, We will deal with this on this occasion. In future please call the customer regarding substitutions as per the Supplier Handbook. Kind Regards, (Your Name)”

 3. Rose Specific Items

• Members are not allowed to substitute on bouquets containing only Roses. These may reach us as Rosemails or Rejections
• Please deal with these from HQ as normal
  • Call our Customer to discuss
  • If they cannot be reached, make your decision to substitute/amend or cancel using information on the order
  • Email "Item Substitution - Proceed Macro" or "Stock Issues - Cancellation Macro"