Creating Complimentary Orders

Overview

Complimentary orders are orders provided to a customer at no charge. They are typically used to resolve:

• Complaints
• Service failures
• Delivery or product issues

Although no payment is taken, complimentary orders must still be created, processed, and recorded correctly in Rosegold for tracking and reporting purposes.

Before creating a complimentary order:

• Confirm a complimentary order is the approved resolution
• Ensure you have the correct back copy open
• Read all notes on the original order and complaint
• Have the original Rosegold order number to hand

Step 1 – Open the Complaint Resolution

1. Open the original order in Rosegold
2. Open the correct back copy
3. Read all notes carefully to confirm:
   • Original order details
   • Intended product
   • Delivery date
   • Resolution agreed with the customer

Step 2 – Start the Complimentary Order

1. When updating the complaint, click:
   • Action Type - Resolve
   • Resolution Type - Complimentary Order
   • Create new Order
2. A new Rosegold tab will open automatically - keep both tabs open

Step 3 – Match Order Channel & Type

You must match the complimentary order to the original order.

1. Match:
   • Order Channel
   • Type of Telesales
2. These must be identical to the original back copy
3. Select either Delivery  or Collection, whichever is correct

Step 4 – Who (Recipient) and When? 

1. Expand the relevant section
2. Enter:
   • Occasion
   • Intended delivery date
   • Recipient details (exactly as per back copy)

Step 5 – What (Products)?

1. Locate the intended product
2. Click to select the product
3. Enter the card message
   • This may include an apology, for example: With sincere apologies from Interflora Customer Services.
4. Add any Floristry Instructions, if required

Step 6 – How?

1. Enter:
   • Delivery instructions (if applicable)
   • Select Delivery Notification Option as None
2. Ensure the correct delivery option is selected (Normal, AM, PM, etc.)
3. Confirm the correct florist is assigned
   • If needed, select an alternative florist using “please click here>>”

Step 7 – Customer Details

1. Enter customer details exactly as per the back copy
2. Do not include the customer email address
3. Untick "Has the customer agreed to marketing?"
4. In the Additional Address line, enter: “Comp Order *Original Rosegold Order Number*”

Step 8 – Payment Details

1. Tick "Complimentary Order"
2. Untick "Receive Receipt"
3. Select:
   • Order Discount Type - NO DISCOUNT
   • Media Source - WEBSITE
   • Enter the Senders Order Number (SORN) into "Order pad number"

Step 9 – Review & Submit

1. Click Order Summary to double check all information is correct
2. Click Place Order
3. Copy the new complimentary order number shown on screen

Step 10 – Complete the Complaint Resolution

1. Return to the original Complaint Resolution on the other tab and enter the required information
2. Paste the new complimentary order number into the Reference Number field
3. Click Save
   • If a Double Click Error appears:
     • Select Go Back
     • Save again
4. You will be taken to the Resolution Page

Step 11 – Finish the Complaint

• Complete the complaint in the usual way
• Apply the correct charge:
  • HQ, or
  • Supplier, depending on outcome
• Ensure:
  • Complaint is fully logged
  • Order status is correct
  • Zendesk ticket is updated and solved