Rejections

Overview

This process explains how to manage Rejected orders across UK, IE, International/DOS, FOL, Edible Products, MM, and specialist scenarios.

The objective of handling Rejections is to avoid orders remaining in a Rejected status wherever possible by proactively:

• Redirecting orders
• Offering suitable substitutions
• Adjusting delivery dates
• Contacting customers and executors promptly
• As a last resort, cancelling the order

Rejections are received in Zendesk as Internal Service Tickets and must be actioned as a priority.

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

• Open the Rejection Ticket in Zendesk
  • Pull the Internal Service Ticket
  • Note the order number and rejection summary
• Locate the Order in Rosegold
  • Search by order number
  • Lock into the order
  • Open the Back Copy
• Review All Order Information
  • Check all order versions
  • Review:
    • Back copy notes
    • Rejection reason (also shown in the Rosemail)
    • Transaction details
    • Any previous refunds

If the order moves to Pending after amendment, refer to the Pending and Saved process.

• Resolve Based on Rejection Reason
  • Always call the intended contact where required
  • Take the most proactive resolution available (redirect, substitute, reschedule)
• Confirm Order Status Before Closing
  • Ensure the order status is Awaiting Acceptance for the intended florist
  • Only then complete the Rejection Ticket in Zendesk

Section A – UK Orders

Same-Day Rejections

• Search for alternative florists
• Call the florist first to confirm they can fulfil correctly
• Redirect only once confirmed

Requested Date / Date-Specific Rejections

• Establish the next available date
• Call available florists to confirm fulfilment
• Call the customer to offer the new date
  • If unreachable, email the relevant "Unable To Deliver Macro"
• Amend or cancel as agreed

Stem-Specific Rejections

• Call the customer to offer a substitution
• If unreachable, email the relevant "Item Substitution Macro"
• Amend or cancel accordingly

Priority Delivery Rejections

• If Priority is no longer achievable:
  • Call the customer to offer Standard Delivery
  • If unreachable, email the relevant "Unable To Deliver Macro" 
• If amending, refund the Priority charge

Hospital Rejections

• Some hospitals do not accept flowers
• Call the customer to discuss an alternative address
• If unreachable:
  • Send "Ward Unable To Accept Flowers Macro"
  • Set ticket status to On-hold (2 working days)
• No response after 3 days:
  • Cancel the order
  • Email "Backtracking Cancellation Macro"

Funeral Rejections

• Check for alternative florists
• Call the florist to discuss possibilities (even close to service time)
• If not possible:
  • Call the customer to offer a sympathy product
  • Amend or cancel
• If the customer is unreachable, proceed with a suitable alternative and email "Product - Substitution Macro"

Section B – IE Orders

Please follow the steps in Section A for date/occasion specific orders.

Missing Eircode

• Always ensure an Eircode is present
• Use:
  • https://www.eircode.ie
  • Google Maps if needed
• Amend the address in Rosegold if found
• If unable to locate the Eircode, contact the customer
  • Call the customer to obtain the Eircode
  • If unreachable, email "Eircode Required Macro"
    • Set ticket status to On-hold (2 working days)

Florist Requires Additional Funds

1. Check Eircode and amend address (may apply Area Charge)
2. If additional funds still required:
   • You may authorise up to €5
3. If more than €5 is required:
   • Send Taxi Fee Request Macro to operations.support@interflora.co.uk via Side Conversation
   • Set ticket status to On-hold (1 working day)

Section C – International / DOS Orders

Overseas Unit as Sending Member

• Avoid cancellation where possible
• Send a message on GFS outlining the issue
• Await response before proceeding
• Set ticket status to On-hold (2 working days)

Overseas Unit as Executing Member - No Florist Coverage

• Call the customer
• Cancel the order in Rosegold
• Cancel on GFS
• If the sending member is a florist, call them directly

Section D – FOL Orders

• If Sending and Executing Member are the same:
  • You must advise the customer before redirecting, email "FOL Florist Amendment Macro"
• If you encounter Invalid Customer Details when amending:
  • Archive the original order
  • Raise a Complimentary Order via FOL channel
  • Select the relevant FOL florist
• If florist not visible:
  • Raise a normal complimentary order
  • Raise a Journal Adjustment to credit the sending member

Section E – Edible Products

Edible Product Rejections

• Always call the customer first due to allergy risks
• If unreachable:
  • Remove edible item
  • Refund value
  • Email "Edible Item Partial Refund Macro"

Non-Floral Gift Sets

• Date-specific: Call customer → Cancel
• Not date-specific: Call customer → Amend or cancel
• If the customer is unreachable, email "Edible Item Cancellation Macro" and solve the ticket

Section F – Florists Requiring More Money

• Additional funds cannot be provided for product value
• Call the florist to see what can be achieved for the given value
• Advise the customer
• Report issue to operations.support@interflora.co.uk via Side Conversation
• If florist cannot proceed:
  • Cancel order
  • Email "Product Price Issue – Cancellation Macro"

Section G – Rose-Specific Items

• Refer to Substitution Rosemails

Section H – MM Rejections

• MM cannot reject directly in Rosegold
• You will receive an email notification when an MM order is cancelled
• This should only occur following a request from us
• When resolving:
  • Archive original order if raising a complimentary order
  • Cancel from Accepted status if refunding