Order Cancellation

Overview

This process explains what to do when a customer requests to cancel their order, i.e. stop the delivery, terminate the order, revoke the payment 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 may be cancelled without contacting the executing member, however, not if Teleflora or Overseas.

  • Accepted - No changes can be made without discussing with the executing member first.

  • Rejected - The order has been declined by the executing member so is back with us to cancel.

  • Delivered/ Delivered Carded - It is too late to make any changes to the order.

  • Delivery Attempted - Cancellation can not be done without discussing with the executing member first.

  • Cancel - The order has already been modified but the executing member has not yet confirmed.

  • Cancelled - The order has already been modified and the executing member has confirmed.

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 Order Status

• Awaiting Acceptance - Cancel freely.

• Rejected - Cancel freely.

• Accepted - Call florist before cancelling.

A2. Review Order Information

• Read all notes on the back copy.

• Check Transaction Details for refunds or discrepancies.

• Review any earlier versions of the order.

A3. Contact the Florist (if required)

• Phone the florist to discuss cancellation.

• Document in an Internal Note:

  • Name of florist spoken to

  • Any agreed actions

• If the florist advises that they are unable to accept cancellation, send "Unable to Amend Order Macro" to customer.

  • Solve the ticket and close the Pre-Delivery.

A4. Cancel the Order

1. Click Cancel on the order.

2. Select the Reason and provide further information, including the conversation with the florist.

3. Check the status has gone into Cancel or Cancelled and a refund has been issued to the customer.

A5. Contact the Customer

• Send "Cancellation Macro" email to customer.

• Update your notes.

• Solve the ticket and close the Pre-delivery.

Section B. Overseas Orders (Unit & Teleflora)

Important: Do NOT cancel overseas orders unless they are Rejected.

B1. Check the Delivery Date

• If the delivery date is same day it will be too late to cancel.

B2. Check Order Status

All of the order statuses on overseas orders are automated:

• Transmitted - Once the order is placed, this is the status you will see. Please ensure the order has a TF/GFS number on the backcopy. If it doesn't the order has failed and will need pushing through.

• Dispatched - 24 hours prior to the delivery date, you will see this status.

• Delivered - 24-48 hours after the delivery date, you will see this status.

• Rejected - The order has been declined by the executing member so is back with us to cancel.

B3. 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 via Side Conversation. If unit, send a message on GFS.

Example:

Subject: Overseas Delivery Cancellation Required - reference number

Dear Retrans/Teleflora,

Our customer has requested to cancel their order.

Please could you confirm cancellation as soon as possible.

Regards, (Your Name), CS

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

This queue is monitored daily.

B4. Contact the Customer

• Send "Overseas Amendments Not Guaranteed Macro" email.
• Close the Pre-Delivery in Rosegold with the appropriate notes and solve the ticket.

B5. When the Overseas Partner Replies

• Send "Cancellation Macro" if the changes are confirmed; or "Unable to Amend Order Macro" if the changes are denied.

• Close the Pre-Delivery in Rosegold with the appropriate notes and solve the ticket.

   

Section C. Courier Orders

C1. Check Order Status

• Awaiting Acceptance - Cancel freely.

• Rejected - Cancel freely.

• Accepted - We are unable to cancel as the order has already been processed for dispatch.

C2. Cancel the Order

1. Click Cancel on the order.

2. Select the Reason and provide further information.

3. Check the status has gone into Cancel or Cancelled and a refund has been issued to the customer.

C3. Contact the Customer

• Send "Cancellation Macro" if the changes are possible; or "Unable to Amend Order Macro" if the changes are not possible.

• Update your notes/ticket(s).

• Solve the ticket and close the Pre-delivery.